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Transport for London (TfL) Travel Information Line Disability and Elderly Help Options Removal

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Dear Transport for London

Ostensibly, disabled callers and users may access the Transport for London (TfL) Travel Information Line by dialling 0343 222 1234 + Option 3 + Star Key + Star Key, usually. However, it appears that in fact the option and any utility for disabled users is removed by automated diverting of all out-of-hours calls.

Please provide a machine readable table in more than one of the most commonly available file formats comprising the following information for 9 September 2023:

1. The availability and precise number of human call handlers 'manning' (and/or assigned to) the TfL Travel Information Line in respect of elderly and disabled users/callers for each hour of each day during its operational hours, stating those hours;

2. The precise number of waiting callers for each hour, if possible differentiating those who had selected any key option providing help to the disabled and elderly;

3. The precise number of calls disconnected or unanswered for any reason, stating the reason if known;

4. The actual average waiting time each hour as opposed that announced by the automated system;

5. The actual call durations in each case where the call got through to a human call handler;

6. The actual call durations of every call connected to the system or placed in a call queue regardless of reaching a call handler;

7. The relevant targets; and

8. The relevant Key Performance Indicators (KPIs).

Respectfully

Roger John

FOI, Transport for London

Dear Roger John,

 

TfL Ref: FOI-2023-2324

 

Thank you for your request received by Transport for London (TfL) on 9
September 2023 asking for information about TfL’s Travel Information Line.

 

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

 

A response will be sent to you by 6 October 2023. 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... 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,

 

Mary Abidakun

FOI Case Officer

FOI Case Management Team

General Counsel

Transport for London

 

 

 

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FOI, Transport for London

1 Attachment

Dear Roger John,

TfL Ref: FOI-2023-2324

Thank you for your request received by Transport for London (TfL) on 9 September 2023 asking for information about TfL’s Travel Information Line.

Your request has been considered in accordance with the requirements of the Freedom of Information Act and our information access policy.

Unfortunately we do not hold the information you have requested as TfL’s travel information helpline is merged with a number of different telephony schemes, and therefore we are unable to report independently on travel information calls.

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

Yours sincerely,

Mary Abidakun
FOI Case Officer
FOI Case Management Team
General Counsel
Transport for London

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