19.09.17
TfL reveals ambitious plans to modernise Overground services
TfL has this week announced new plans to review and modernise its customer service on London Overground by utilising technology that best meets the modern needs of passengers.
Under the proposals, it is hoped that the number of directly employed staff will rise, and TfL’s reliance on agency workers will go down.
Transport bosses were also quick to promise that the plans will not compromise passenger safety, adding that all stations will remain fully staffed at all times.
Overground operator Arriva Rail London (ARL) will also start meeting with staff and trade unions to discuss a range of initiatives, including ideas to make staff more visible and available at stations, provide assistance and information where it is most needed and modernise the process of selling tickets to reflect how customers are paying for their travel.
ARL will also be sitting down with London TravelWatch and the DfT to consult and refine the ambitious programme of reforms.
On top of that, the number of staff employed in permanent mobile revenue protection and security across London Overground is planned to be trebled by early 2019.
“The London Overground network has improved enormously over the last decade,” said Jonathan Fox, TfL’s director of London Rail.
“We want to continue that trend and make sure that we are continuing to provide a first-class service that meets the needs of today’s customers.
“Over the years we have seen significant changes to how customers use stations and pay for travel and this exercise will enable ARL to consider how best to respond to these and make sure the Overground retains its position as one of the best train services in the UK.”
And Will Rogers, ARL’s managing director, added that as the London Overground network has grown, “our staff have been instrumental in adapting to customer trends, new technology and ways of working that benefit customers, communities and employees”.
“There is no doubt that TfL’s vision for the Overground is both strong and ambitious, and so we will work closely with them to achieve a joint goal of meeting the ever-changing needs of our customers and communities,” he said.
“Our programme aims to create a stronger London Overground, with a secure and skilled future for our employees.”
RMT ‘deeply concerned’ about proposals
However, not everyone reacted positively to the news. Union RMT, who are embroiled in strike action against Southern and whose members have already this year walked out on LU services, said it was “deeply concerned” about the proposals.
“RMT is deeply concerned about the proposals which in our view could see the elimination of ticket offices across London Overground,” stated Mick Cash, general secretary of the RMT.
“Our experience in the past shows that, despite promises to the contrary, the closure of ticket offices leads to the wholesale de-staffing of stations with serious consequences for safety and security.”
Cash added that the plans had a “striking similarity” to the Fit For The Future model rolled out on London Underground stations, which the union claim lead to a “wholesale axing of ticket offices and a net loss in safety critical jobs”, and which sparked a long running union industrial and political campaign that eventually reversed a sizable chunk of those cuts.
“RMT is also aware that these proposals are being mapped out against the background of massive central government cuts to the TfL budget and those cuts could shape the eventual package,” he concluded.
“The mayor must give us cast iron assurances that will not happen and we are calling for urgent, top level discussions around the proposals released by TfL today.”
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