Dear Jones

Our Ref:         FOI-1815-1516

Thank you for your e-mail received on 22 December 2015 asking for
information about the Santander Cycle Hire Scheme.

In accordance with the requirements of the Freedom of Information Act and
TfL’s information access policy, to be able to deal with your request we
will need to be provided with your full name.

Section 8 (1)(b) of the FOI Act indicates that the real name of the
applicant should be used when requesting information and not any other
name, for example, a pseudonym.

We will not be able to begin dealing with your request until this matter
is resolved.

Yours sincerely

Gemma Jacob

FOI Case Officer

FOI Case Management Team

General Counsel

Transport for London

[1][TfL request email]

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Dear Mr Nithiyabhaskaran

Our Ref:         FOI-1815-1516

Thank you for your e-mail received on 22 December 2015 asking for
information about the Santander Cycle Hire Scheme and your subsequent
clarification.

Your request will be processed in accordance with the requirements of the
Freedom of Information Act and TfL’s information access policy. 

A response will be provided to you by 3 February 2016. 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.

In the meantime, if you would like to discuss this matter further, please
feel free to contact me.

Yours sincerely

Gemma Jacob

FOI Case Officer

FOI Case Management Team

General Counsel

Transport for London

[2][TfL request email]

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Dear Mr Nithiyabhaskaran

Our Ref:         FOI-1815-1516

Thank you for your e-mail received on 22 December 2015 asking for
information about the Santander Cycle Hire Scheme.

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 hold some of the information you require.

Please find the requested data attached. There are around 60 Red Button
Pushes (RBP) per day in the requested time period but it must be noted
that many of these are made by technicians upon visiting a docking station
to triage a bike.

Click is the tool Serco use to allocate jobs to on street staff and
includes sending them to investigate RBPs. There will be occasions where
there are multiple RBPs per single fault. This can be due to an
intermission in the error signal (for instance technicians taking the
bikes in and out of the docks whilst triaging/testing the bike at the
docking station). Most of the blank fields in the “Completion Code” column
are due to this. For most RBPs you will have the customer RBP followed by
technician presses and the completion code will be against one of those
records.

Some other blank fields will be due to Serco being unable to establish a
link between the RBP in our back office system and the Click Triage Job
created. Due to there being no common identifiers that exist between the
RBP and the Triage job we have had to infer that if a Click job is
generated for a particular bike at a particular station within 24hrs of a
RBP then that is likely to be the related job.

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.

Please see the attached information sheet for details of your right to
appeal as well as information on copyright and what to do if you would
like to re-use any of the information we have disclosed.

Yours sincerely

Gemma Jacob

FOI Case Officer

FOI Case Management Team

General Counsel

Transport for London

[1][TfL request email]

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