Dear Transport for London,

Could you provide the method you use to calculate Lost Customer Hours (LCH)? It should include information like weightings for excess journey time at different times of the day and location (peak vs off-peak, at platform vs on the train).

Yours faithfully,

Fu Gui

FOI, Transport for London

Dear Fu Gui

 

Our Ref:         FOI-2320-1516

 

Thank you for your e-mail received on 1 March 2016 asking for information
about the calculation for Lost Customer Hours (LCH)

 

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 1 April 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]

 

 

show quoted sections

FOI, Transport for London

2 Attachments

Dear Fu Gui

 

Our Ref:         FOI-2320-1516

 

Thank you for your e-mail received on 1 March 2016 asking for information
about the calculation for Lost Customer Hours (LCH)

 

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.

 

LCH are estimated in a variety of ways – through models or simple
estimates or pre-estimated disruption event. All capture the time impact
of a disruption. The different types of time are then converted into money
using the values of time and weightings as set out in the attached
Business Case Development Manual. This is the most recent version of this
document.

 

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]

 

 

show quoted sections

Dear FOI,

Thank you very much for your reply and providing the document!

Can I confirm with you if the weightings and values set out in the document is the ones used by TfL to calculate your LCH figures? Because in the document, 'Lost Customer Hour' is not mentioned and it is not explicitly stated that those are the parameters used to calculate LCH.

Many thanks!

Yours sincerely,

Fu Gui

Dear FOI,

Thank you for your previous reply, I have read through the document, it says that the NACH or NAX system is used to evaluate the impacts of incidents. In the document, the contact given for NACH system is Alan Dowton, 43434, LUL Marketing and Planning. However, in a more recent version of the document I found, the contact is Sandra Weddell, LU Transport Planning.

Can I ask who should I contact for more information on NACH system and can you provide the contact details of the people in charge?

Many thanks!

Yours sincerely,

Fu Gui

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