Tfl 91939 Buses Customer Experience Training

From September 2014 until December 2014, ORC International with Transport for London (TfL) Customer Research & Insight conducted a series of workshops with Bus Operators, the Buses Directorate and staff across TfL, who contribute to bus services. The aim was to identify the initiatives that can be undertaken in order to improve the customer experience on buses and help the directorate stay customer focused.

In-depth research also showed that the driver is very visible on the bus and therefore plays a central role in delivering the sense of a ‘Human’ service, and in meeting customers’ underlying emotional needs, which impacts satisfaction. But bus staff see the driver’s role as functional. Thus, the desired customer experience is not always delivered.

To address this, in January 2015, a Bus Customer Experience function was created within Buses. The function is responsible for overseeing the initiatives and ensuring that we continue to build a customer-centric culture.

Amongst the initiatives identified, training of Bus Operator staff is a key driver for the identified improvements.

This procurement exercise forms part of the overall Buses Customer Experience programme and covers customer experience training for bus operator staff.

TfL envisage the programme will consist of two training interventions:

1) A two-day programme aligned Customer Service Transformation Programme (CSTP), Fit for Future Stations’ training programme for all bus drivers. This will be focussed on delivering an enhanced customer service, equipping drivers with the skills and behaviours to support the needs of passengers and address the pain points identified within our customer research.

2) A one-day course (maximum) for garage based employees to ensure awareness of the customer experience programme and objectives and how they can support bus drivers to deliver an improved experience for our customers.

It is currently anticipated that the contract will be operational by February/March 2016 (please note that this date may be subject to change) and will run for three years from this date, with an option to extend for a further year (3+1), should this be required at TfL’s discretion.

The scope of delivery will cover all of TfL’s bus operators (c. 26,000 employees within 13 contracted bus operating companies) and garage based support staff.

Bidders should be aware this is an indication only based on TfL historical data and should not be relied upon as a forecast of future demand or value.

TfL is a wholly London-based organisation. Where not carried out on TfL premises, it is anticipated all training would be delivered at locations within the London area.

TfL is a large and complex organisation, operating in the context of a unionised public sector environment; patterns of shift working providing 24 hour coverage; and a legacy of high numbers of long-serving employees often with established working practices and minimal exposure to changes in ways of working.