Travel in London Travel in London

7. The Customer Experience
• New buses (including new Routemasters) and improved maintenance meaning
that buses are clean for customers.
• Improving customer service, especially from Underground station staff. TfL is
also ensuring staff are available to help customers where and when they want
help.
• A steady stream of new innovations, including WiFi on the Tube, and
contactless payments allowing bus and Tube customers to pay using their bank
card.
• Effective communications, including the celebration of 150 years of the
Underground, Year of the Bus celebrating the history of bus travel in the Capital,
TV documentaries providing a behind-the-scenes look at how the Tube and bus
services operate, what is involved in managing the road network, the launch of
our new website, managing disruption during major events such as the Tour de
France and our friendly Twitter feeds which have more followers than many
major retailers.
On the roads a number of improvements have been introduced including:
• Our traffic management system helping traffic to flow more smoothly,
coordinating road works through the London Highways Alliance Contract
(LoHAC) – a new joint initiative between TfL and the boroughs.
• Our traffic news Twitter feeds providing up-to-the-minute information on
events helping customers to avoid hold ups and delays.
• New facilities for cyclists including the cycle hire scheme and dedicated
infrastructure through the network of Cycle Superhighways, with work
commencing on a network of quieter cycle routes and on the central London
cycling grid.
• Pedestrian Countdown at crossings providing safer places to cross and Legible
London signage helping people navigate and making it easier to get around on
foot.
• Urban realm improvements creating a more pleasant environment and places
where people want to spend time.
124 Travel in London, Report 8