Alexander Baxevanis

Dear Transport for London,

With relation to the recently released official Santander Cycles app (https://www.tfl.gov.uk/info-for/media/pr..., could you please send me:

1) The costs of for designing and developing the app (broken down into as much detail as you can without compromising commercial confidentiality)

2) The RFP or similar document that was used to procure suppliers for the design and development of the app, detailing what were TfL's requirements around the features and functionality of the app and how suppliers would be evaluated

3) The results of any research carried out with customers (by TfL or 3rd parties) in order to (a) come up with requirements around the features and functionality of the app and (b) test pre-release versions of the app against these requirements

4) The cumulative number of app downloads from the iOS App Store and the Android Play Store, starting from the date the app was released and up to the time when this request is being answered.

Thanks in advance,

Alexander Baxevanis

FOI, Transport for London

Dear Mr Baxevanis

 

TfL Ref: FOI-0233-1516

 

Thank you for your email received by Transport for London (TfL) on 13 May
2015 asking for information about the Santander Cycles app.

 

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 11 June. 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
do not hesitate to contact me.

 

Yours sincerely

 

Lee Hill

FOI Case Officer

 

FOI Case Management Team

General Counsel

Transport for London

 

 

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FOI, Transport for London

1 Attachment

 

Dear Mr Baxevanis

 

TfL Ref: FOI-0233-1516

 

Thank you for your email received by Transport for London (TfL) on 13 May
2015 asking for information about the Santander Cycles app.

 

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. You asked for:

 

1)    The costs of designing and developing the app (broken down into as
much detail as you can without compromising commercial confidentiality)

 

The total development cost was £118,898.06. This includes the development
of the app and all associated billing engine and back office changes.

 

2)    The RFP or similar document that was used to procure suppliers for
the design and development of the app, detailing what were TfL's
requirements around the features and functionality of the app and how
suppliers would be evaluated

 

A Request for Proposal was not issued. TfL’s contract with Serco, the
service provider which operates Santander Cycles, covers all aspects of
scheme operation, including payment channels. The ability to pay for bike
hire is a key feature of the app. The contract also calls for Serco to
work with TfL to achieve continuous improvement including improving the
customer experience, and Serco proposed an app as a way of improving
access to the scheme, and sourced the developer of that app. We have
published our contract with Serco on our website
[1]https://tfl.gov.uk/corporate/publication...

 

3)    The results of any research carried out with customers (by TfL or
3rd parties) in order to (a) come up with requirements around the features
and functionality of the app and (b) test pre-release versions of the app
against these requirements

 

TfL recruited 27 people to take part in a 2 week trial of the app. These
recruits were a mix of Android and Apple users. Each person was asked to
complete a diary detailing journeys made using Cycle Hire in this 2 week
time period.

 

The average satisfaction score at the end of the trial was 4.4 out of 5
for overall app function. The different categories scored as follows:

·         Release code acquisition scored at 85%

·         91% of users were able to release bikes.

·         83 % said that it was faster than hiring a bike using the
terminal.

·         93% stated that no crashing of the app during use was
experienced

·         98% of the billing was accurate.

 

We do, of course, continue to look at improvements to the app to ensure it
is the best it can be for users of the scheme.

 

4)    The cumulative number of app downloads from the iOS App Store and
the Android Play Store, starting from the date the app was released and up
to the time when this request is being answered.

 

The download numbers for the app up to (and including) the 8^th June:

 

Apple 22113
Android 7026
Total 29139

 

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.

 

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

 

Lee Hill

FOI Case Officer

 

FOI Case Management Team

General Counsel

Transport for London

 

 

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