Equality impact assessment covering the decision to close the TFL Access twitter account

Rebecca Major made this Freedom of Information request to Transport for London

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Dear Transport for London,

At 12.55 on 9 September 2020, the TFL Access twitter account announced it was closing. Under the freedom of information act I would like a copy of any equality impact assessment covering the decision to close the tfl access twitter account. I also request any information held in connection with any public consultation in respect of this decision, or the decision to not hold a public consultation.

Yours faithfully,

Rebecca Major

FOI, Transport for London

Dear Ms Major

 

Our Ref:         FOI-1046-2021

 

Thank you for your request received on 9 September 2020 asking for
information about the TfL Access Twitter account.

 

The impact of current circumstances on TfL’s resources means we are not
able to answer FOI requests readily and we ask that you please do not make
a request to us at present.

 

Answering FOI requests will require the use of limited resources and the
attention of staff who could be supporting other essential activity. In
any event, please note that our response time will be affected by the
current situation. Please notify us as soon as possible if you would like
to withdraw your request at the current time.

 

Should you wish to proceed with the request we will aim to issue a
response by 7 October 2020 in accordance with the Freedom of Information
Act 2000 and our information access policy. We publish a substantial
range of information on our website on subjects including operational
performance, contracts, expenditure, journey data, governance and our
financial performance. This includes data which is frequently asked for in
FOI requests or other public queries. Please check
[1]http://www.tfl.gov.uk/corporate/transpar... to see if this helps you.

 

We will publish anonymised versions of requests and responses on the
[2]www.tfl.gov.uk website. We will not publish your name and we will send
a copy of the response to you before it is published on our website.

 

In the meantime, if you would like to discuss this matter further, please
do not hesitate to contact me.

 

Yours sincerely

 

Gemma Jacob

Senior FOI Case Officer

FOI Case Management Team

General Counsel

Transport for London

 

[3][TfL request email]

 

 

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Dear FOI,

I wish to proceed with this request.

Yours sincerely,

Rebecca Major

FOI, Transport for London

2 Attachments

Dear Ms Major

 

Our Ref: FOI-1046-2021

 

Thank you for your request received on 9 September 2020 asking for
information about the TfL Access Twitter account.

 

Your request has been considered in accordance with the requirements of
the Freedom of Information Act and our information access policy. I can
confirm we do hold the information you require.

 

We have consulted on changes to our social media profiles regularly
including providing updates at our Independent Disability Advisory Group
(IDAG) meetings.

 

Twitter users were asked to provide feedback at many stages including:

 

o Social Media Satisfaction Surveys (yearly) publicised on @TfLAccess
o Bespoke survey publicised on @TfLAccess
o Twitter Polls and questions on @TfLAccess

 

The themes we asked for feedback on included:

 

o Where/how do customers look for information (service updates, news,
campaigns)
o What customers use @TfLAccess for (asking questions, news, customer
service)
o How customers access service updates
o Satisfaction question to benchmark and track across time periods
o Open questions for any feedback

 

Please find attached the Equality Impact Assessment (EqIA) that was
prepared. We also commissioned a bespoke research project for
accessibility customers. We have included specific research points for
accessibility customers in many research projects.

 

Our digital team have analysed social media queries to @TfLAccess and how
customers interact with the profile, including sentiment, satisfaction and
relevance.

 

Customers have been directed to use our travel tools including the TfL
Journey Planner and station pages. The @TfL profile has not been changed
as no necessary changes were identified.

 

If this is not the information you are looking for, or if you are unable
to access it for some reason, please feel free to contact me.

 

If you are considering submitting a further FOI request please think
carefully about whether the request is essential at this current time, as
answering FOI requests will require the use of limited resources and the
attention of staff who could be supporting other essential activity. Where
requests are made, please note that our response time may be impacted by
the current situation.

 

Please see the attached information sheet for details of your right to
appeal.

 

Yours sincerely

 

Gemma Jacob

Senior FOI Case Officer

FOI Case Management Team

General Counsel

Transport for London

 

[1][TfL request email]

 

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References

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1. mailto:[TfL request email]
2. http://www.tfl.gov.uk/corporate/about-tfl/