Faults logged on the Barclays Cycle Hire scheme

The request was successful.

Alexander Baxevanis

Dear Transport for London,

I am writing to request a list of all the faults that have been logged on the Barclays Cycle Hire scheme.

This includes faults with both the bicycles (e.g. flat tyres), the docking stations (e.g. when a terminal or docking point is found to be inoperative) and the website (e.g. when your website does not respond). Please also include any cases where a bike was reported as faulty via the docking point button but no fault was found after an inspection.

For each fault, please list as much as possible of the following information:

1 Date and time when the fault was discovered or reported
2) Date and time when the fault was fixed (or if the fault hasn't yet been fixed)
3) Description of the fault
4) Location of the fault (if appropriate)

I would like to receive this information going back to the time when the scheme started running. If this isn't possible due to cost reasons, please list the faults going as far back in time as possible.

Yours faithfully,

Alexander Baxevanis

FOI, Transport for London

Our ref: FOI-0364-1011

Date: 02.02.2011

Dear Mr Baxevanis

Thank you for your email received by Transport for London (TfL) on 2
January 2011 asking for information about faults logged on the Barclays
Cycle Hire scheme.

Your request will be processed in accordance with TfL's Freedom of
Information Act 2000 procedure and a response will be provided to you by 2
March 2011 in accordance with the Act.

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

Yours sincerely

Graham Hurt

FOI Case Officer

FOI Case Management Team

Corporate Governance Directorate

General Counsel

Transport for London

[1][TfL request email]

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FOI, Transport for London

2 Attachments

Our ref: FOI-0364-1011

Date: 28.02.2011

Dear Mr Baxevanis

Thank you for your email received by Transport for London (TfL) on 2
February 2011 asking for information about faults that have been logged on
the Barclays Cycle Hire scheme.

Your request has been considered under the requirements of the Freedom of
Information Act 2000 and I can confirm that TfL does hold the information
you require. Please find attached a spreadsheet showing repaired faults
on docking terminals and cycles and a list of all website downtime.

Please note that the majority of repairs made to the bicycles are minor
repairs, such as replacing reflectors or bells and tightening of brake or
gear cables, and do not therefore require bicycles to be out of use for
long. The same is true for terminal faults, which include reboots and the
redocking of incorrectly returned bicycles (which accounts for nearly half
of recorded faults). Over two-thirds of system outages were under 1
minute, and less than a quarter were over five minutes.

The bikes are designed to be hard-wearing, making up to 20,000 journeys
every week day. To date, Barclays Cycle Hire users have made over 2.8
million cycle journeys, which brings inevitable maintenance issues. This
was foreseen in the design of the scheme and worked into our contract with
Serco so that taxpayers are not paying any more for additional
maintenance.

All available information relating to your request is provided, but please
note that some items requested are not recorded. Specifically, there is
no mechanism for recording "no faults found" at the docking points, nor do
we capture the exact times that faults were discovered or reported.

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

If you are not satisfied with this response please see the attached
information sheet for details of your right to appeal.

Yours sincerely

Graham Hurt

FOI Case Officer

FOI Case Management Team

Corporate Governance Directorate

General Counsel

Transport for London

[1][TfL request email]

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