Transport for London (TfL) London Underground Project

TfL Reasons for Change

The plan for modernising London Underground
Maximising capacity with the existing network
Night tube services
The new station upgrades –handle up to 20,000 people per hour!
World class customer service
Ensure all Tube stations are staffed while services are operating
Make journeys easier for customers
Deliver improvements with the best possible value for money
£100 M investment in services, equipment and staff
Further information: fitforthefuture.tfl.gov.uk
The “Fit for Future” project

TfL: The reasons for change
Traditional approach
New approach

Ticket office demand is forecast to continue declining
Customers want visibility of staff in the ticket hall
Staff costs have increased
Ticket sellers are 19% of station cost base
TfL: The reasons for change
Case for change
Station staff salary costs per ticket office transaction
Transforming ticketing services

The time spent carrying out the cash handling and station accounting processes must be reduced!
Cash reconciliation process – Needs to be improved!
Reliability and efficiency of the cash collections process by the CiT contractor – Needs to improve!
All of the above requirements to be achieved with reduced time and complexity without simply moving complexity downstream
The challenges

The contract award

Contract signed 2nd September 2015
Equipment and services:
283 x RCS systems
250 x RCS400 / 2.0 + SDM504S
33 x RCS800+ SDM504S + SDM500S
SoftOne Intelligence with dashboard and reporting enhancements
Communication and data services including secure data hosting
Full project management
4 year service agreement
24/7 service cover
Contract value
GBP 8.2 M
Contract award

The solution deployed

Protected, high spec secure servers
Security layer
Security layer
Station 1…
Station xx
Station 270
Complete solution – hardware and software
SCAN COIN Service management server
ISO 27001 Certification
Security layer
Encrypted data
Field technicians
Security >Duress alarm
Dashboard interface

Summary

The time spent carrying out the cash handling and station accounting processes must be reduced – Reduced!
Cash reconciliation process – Improved!
Reliability and efficiency of the cash collections process by the CiT contractor – Improved and simplified!
All of the above requirements to be achieved with reduced time and complexity without simply moving complexity downstream
End result – meeting objectives
✓
✓
✓
✓

Hard benefits
Net saving ~220,000 man hours per year
Effective time savings equating to staff costs of GBP4M per year
Notional Return on Investment of less that 2 years
Client benefits