KEEPING SAFE THE CAPITAL - TFL
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ISSUE 8 / JAN-FEB 2017
Brought to you by Transport for London
Keeping
the Capital
safe
Well maintained Don’t panic Private protection Tweets and trends
tips for keeping your vehicle de-stressing the Knowledge take our quiz on personal meet the Twitter team
in good condition data security
CONTENTS 3
Contents Welcome.
A new year brings new challenges,
8 16 8 and 2017 will be another busy one
for TPH as many elements of the
Mayor’s Taxi and Private Hire Action
Plan will be delivered – with safety
Top tips All a-Twitter and security a major theme.
for vehicle OnRoute
maintenance meets With increasing numbers of compliance
How to pass the TPH officers on our streets we look at how
your inspection they’re ensuring the trades are well
Twitter team regulated (p13). Elsewhere in this issue,
first time
there are tips on keeping your vehicle in
good condition (p8), while you can test
10 18 your knowledge on data security (p18).
We explore how hypnotherapy can help
while learning the Knowledge on p10.
Keep calm Safe and If you’re a follower of the TPH Twitter
sound 13
and carry on feed, turn to p16 to meet the team
Hypnotherapy Is your and find out what goes on behind the
is helping some customer tweets. On p21 you can discover what
Knowledge information it takes to be a Blue Badge Tour Guide.
students secure? We're really keen to know what you’d
cope with like us to cover this year, so please do
get in contact at OnRoute@tfl.gov.uk.
21
the pressure
13 Blue is
the colour
A boost for How to
compliance become a 22 D Pilgrim
More officers Blue Badge Editor
means better Tour Guide
policing of
the trades
22
Baloncici Shutterstock.com
Share
the road
Working to
make London’s
roads safer
When driving, glancing at
your phone just once is Contact us at OnRoute@tfl.gov.uk
one risk too many London Taxi and Private Hire
230 Blackfriars Road, London
SE1 8PJ
for operator and driver licensing TfL produces a weekly email with
enquiries and the Knowledge enquiries. information on current and forthcoming
road closures and diversions. If you
0343 222 5555 for vehicle licensing would like to receive this, please
For general enquiries email: appointments and enquiries. contact tph.enquiries@tfl.gov.uk
tph.enquiries@tfl.gov.uk
Visit the TfL website: tfl.gov.uk/tph
TPH news on Twitter: @TfLTPH The views expressed in OnRoute In our next issue…
MAR0522.09.15
For constant updates on diversions, are not necessarily those of TfL.
0343 222 4444 (lines open from congestion and accidents:
08:00 to 18:00, Monday to Friday) @TfLTrafficNews (roads) Taxi delicensing
Rapid charge points
Ultra Low Emission Zone
4 NEWS NEWS 5
News
Tackling Tideway The
London’s road tunnel Clapham
congestion diversions collective
Thames Tideway: Blackfriars to Victoria Embankment westbound slip closure: January 2017 - 2021
Liverpool
Barbican
Slip road closed westbound only Street
Mayor of London Sadiq
Northbound diversion routes from Blackfriars Road: use Stamford Street and Waterloo Bridge
Moorgate
Mark Cooper, London Vintage Taxi Association member
Southbound diversion route from Ludgate Circus: use Fleet Street and Temple Place
Chancery Lane
Roads will be busier than usual as a result of works all or most of the day
LONDON WALL
T
TREE
A group of enterprising
Holborn
Khan has announced
GATE
DS
City
TE
Tottenham GRES
MOOR
KIN
GA
HAM
OA
Court Road Thameslink St Paul's S TREE BR
PS
GSW
T D
HO
S
Suburban taxi drivers
OL
measures to tackle
CHEA
AY
BI
PSIDE
DR T STREET LUDGATE Bank
UE
FLEE
DEA
UR HILL
C ORNHILL
EN
Y LA
N ST
AV
NE DWYCH ND
AL
RY
Mansion House
A
TR
BU
REET
S
Covent Garden
congestion and improve has proved there really
ES Blackfriars
AFT A ND
SH STR UPPER THAMES STREET Monument
Leicester Temple Cannon Street
Square
is strength in numbers.
Blackfriars Southwark
reliability on the Capital’s
Bridge Bridge
HA
BLACKFRIARS ROAD
Y MA
London
ND Charing Cross
RK
RA
Waterloo Bridge
ET
ST
roads. These include:
Bridge
Embankment ET
RE SOUT
ST
RD HW
Five years ago,
FO ARK
London Bridge
WA ROA D
M ST REET
STA
TERL
ST
WH
O Waterloo East TH
Making sure the
O
ROAD
Southwark OM
ITEHALL
UNION STREET AS
D
STRE
drivers using the
A
UT
RO
ET
EC IDG
E
TH
RK
BR
Waterloo
YO
infrastructure that
Borough
ARK
$
Westminster
ONG LANE
two taxi ranks at the
HW
L
Westminster
Construction of the
0 150 Metres
UT
Bridge
SO
supports the road
© Crown copyright and database rights 2016 Ordnance Survey 100035971 / 0426 TTW.A.JAN.I.13.25-11-2016
Thames Tideway Pavement in Clapham
network, including traffic and Brighton Road in
signals and road surfaces, tunnel, a major
new sewer urgently Sutton joined forces
is reliable, faults are and offered customers
minimised and repairs needed to protect the
river from pollution, a single Freephone
Charity round-up
are carried out faster
Fewer buses for
will affect travel near number to provide a
Better communication
Fares fair with everyone who
Victoria Embankment door-to-door service.
Local residents simply
until 2021.
TfL is consulting on
proposed changes to
Oxford Street uses London’s roads,
so they can make more
effective decisions
No taxi ranks will
be suspended, but
Drivers were out and about last year
contributing to a number of good causes
call the number when
they need a taxi. The
drivers offer fixed
taxi fares and tariffs. about their journeys journey times will be rates on some runs,
The consultation will Have your say on proposed changes Working more efficiently affected by traffic and such as those to the
The popular Poppy Cab service was
close on Sunday 19 to 23 central London bus routes with local authorities, diversions in the area, on hand once again to shuttle veterans airports and stations,
February. Any changes utility companies so plan your journey from London’s mainline stations to the and even deliver
would come into effect TfL is committed to matching bus services with changing and developers to in advance and leave Cenotaph Service on Remembrance packages and parcels.
in May 2017. A separate reduce the impact of more time to travel. Sunday (13 November). Some veterans
demand. The alterations would reduce the amount of
piece of work is also buses on Oxford Street by around 40 per cent and improve planned roadworks even got to travel in one of the Kieran Brady is one of
The 25km tunnel will magnificent vehicles from the London the 12 drivers involved.
being carried out this reliability on a number of routes that currently get congested. He said: ‘Ensuring people Vintage Taxi Association (above).
year exploring whether tackle the problem He says: ‘There’s a real
can get around our city villagey community
there could be a better They would also see more bus routes starting and finishing of overflows from the
easily and efficiently is The veterans were also out with the
spirit in Clapham and
pricing structure for taxi at Park Lane, Trafalgar Square and Tottenham Court Road Capital's Victorian Taxi Charity at Farringdon station
rather than moving at a very slow speed along Oxford Street. vital for London’s future we’ve tried to tap
drivers and customers. sewers for at least the later in the month and managed to
prosperity. We need into that. We hand
next 100 years. collect £2,000 (right). And all that
The Mayor is already working with Westminster Council to be much smarter in out cards with our
effort was rewarded on Thursday
To respond, go to to make Oxford Street more pedestrian-friendly. how we use our roads
consultations.tfl.gov.uk
For more information, 1 December when the veterans enjoyed Freephone number on
and tackle the causes including this map, go a Christmas lunch at Millwall and we’ve now got a
and search for taxi fares The consultation closes on 29 January. of congestion head-on.’ to tfl.gov.uk/status- Football Club and taxi drivers were lot of great customers
2017, or write to FREEPOST For more information, go to tfl.gov.uk/west-end-bus-changes, email updates and look under available to take them to and from
who we have forged
TFL CONSULTATIONS. consultations@tfl.gov.uk or write to FREEPOST TFL CONSULTATIONS. Find out more at tfl.gov.uk/roads major works and events London Bridge and Waterloo stations.
real relationships with.
They ring us up for
everything from taking
Night Tube taxi ranks Go pro! their kids to school
to going to the opera.’
Following the December launch of Night Northern line:
Addison Lee, Go Green Taxis and Alpha Executive Cars were the The enterprise has
Tube services on the Piccadilly line, there are South Wimbledon – from 22:00 to 06:00,
big winners at the 2016 Professional Driver magazine QSi Awards, been so successful
now 24 ranks along the route, making it easier seven days a week (two-space taxi rank)
the only national honours for private hire and chauffeur companies. Kieran is now looking
for customers to travel the last leg of their Highgate – from 22:00 to 06:00,
journey home. The back page of OnRoute Addison Lee was voted Private Hire Company of the Year in the for more Suburban
seven days a week (two-space taxi rank) drivers to join the group.
contains a map showing all taxi ranks that largest category (81+ vehicles). It also scooped the gold award in
are in place to support the Night Tube service. Jubilee line: the environmental category for outstanding efforts to manage and
Three new ranks have also opened to help Canada Water – from 19:00 to 07:00, mitigate its environmental impact. For more information,
people using Night Tube services on the seven days a week (four-space taxi rank) The awards are open to every chauffeur and private hire company go to www.
Northern and Jubilee lines. These are: The Night Tube operates Friday and Saturday. in the UK. Trophies were presented at the end of November. swlondontaxiranks.com
6 NEWS TPH NOTICE 7
News Advice for
TPH
licensing
Latest trend
Knowledge
students on
in numbers
24,606
Taxi drivers
21,282
These are the hot topics
trending on @TfLTPH
Comments by Prince
Michael of Kent on
DVSA changes
congestion in London
Taxi vehicle licences triggered some lively
tweets. These included
117,378
retweets of former
cycling czar, Andrew
Gilligan’s views on
Private hire driver licences car journey times
not being adversely
affected by the Cycle
86,231
Private hire
Drive for freedom
Superhighways.
A tweet by Deputy
vehicle licences Mayor for Transport,
Help stop modern slavery Val Shawcross showing
her at St Pancras with
2,498
Private hire operators
Taxi and private hire drivers
are being asked to help put
a stop to modern slavery.
out for and how to report
their concerns.
TfL compliance officers
triggered a flood of
responses on the feed.
‘We are really eager to
The Drive for Freedom raise awareness,’ says Anne
There was some
campaign has been launched Read of The Salvation Army. concern about a news
by the Salvation Army, in ‘Victims get moved around article on fraudulent
partnership with charity Stop and human traffickers English language
Bank junction the Traffik, the Metropolitan often use taxis or private certificates, but these
Police Service, and taxi and hire vehicles for these were not connected
private hire companies. journeys. Taxi and private with TPH’s new English
The City of London hire drivers see things the
Corporation is developing language requirement.
The aim is to encourage rest of us don’t because they
a safety scheme at Bank drivers to stay vigilant and let are out and about at all times
Catch up with the
junction which, from April, the authorities know if they of the day and night.’
Twitter team in our
will only allow access to see any suspicious behaviour.
feature on p16.
buses and cyclists between
07:00 and 19:00. Police officers have You can report anonymously
distributed air fresheners at www.modernslavery.co.uk, The @TfLTPH
F
This is part of an 18-month printed with information by phoning 0800 0121 700 or Twitter feed now
trial to make the junction telling drivers what to look by downloading the STOP APP has 11,386 followers. rom 31 December 2016, TfL has put in place a temporary If you need more information please
safer for cyclists and the Driver and Vehicle arrangement to license Knowledge email tph.enquiries@tfl.gov.uk or call
pedestrians. It is believed Standards Agency (DVSA) applicants who pass their final (Stage 6) the TPH licensing team 0343 222 4444
the move could cut stopped providing taxi examination, but who have not (Monday to Friday, 08:00 to 18:00).
casualty figures by between Financial summary 2015/16 driving assessments. had the opportunity to sit the DVSA
test. Licences Will be issued with a
50 and 60 per cent. This affects Knowledge of London
condition requiring them to pass a
The City of London All the income TfL receives from licence fees has to be spent on delivering taxi and private hire students who have not already
driving assessment once the new
passed the test, who don’t have a
Corporation will licensing and compliance services. For the financial year 2015/16, TfL received £25.5m from licence arrangements have been finalised –
pre-existing booking or who have
continue to monitor fees and spent £23.1m on services, leaving a surplus of £2.4m. This money will be re-invested to a pre-existing booking but fail the
which is expected to be this summer. Helen Chapman
these new arrangements contribute to the cost of bringing in the new private hire regulations and the Mayor’s Taxi and Private test, plus those who are likely to A further TPH notice will be issued General Manager
before deciding on any Hire Action Plan, introducing a new complaints system and the enhanced topographical test for complete the Knowledge this year. when more details are available. London Taxi and Private Hire
longer-term plans. private hire drivers, and quadrupling the number of compliance officers (see p13).
8 FEATURE VEHICLE MAINTENANCE VEHICLE MAINTENANCE FEATURE 9
Keeping up appearan ces
When driving is your livelihood, it pays to keep your vehicle in top condition. Here’s what you should be checking both inside and out
T
axi and private hire vehicle Kevin Dorsett at Private hire Taxis
licences are issued for Staples Corner Vehicle Fortnightly checklist Main vehicle inspection results 2016
Inspection Centre
12 months, so vehicles must Kevin says: ‘The condition of the The biggest fails for taxis are exhausts
be inspected annually. If bodywork on private hire vehicles not properly secured or engine mounts Here’s OnRoute’s checklist to keep your
they are more than a year old at the is one of the main things they fail with bolts missing. ‘Last year we had vehicle in top condition: Taxi
time of licensing, they must have an for. We had 4,679 failed for exterior 227 cases of faulty engine mounts, a
MOT within 14 days of the inspection. bodywork defects in 2016 – 18 per potentially dangerous fault,’ says Kevin. Bodywork Fault description Total % fail*
Another MOT is required six months cent failed for this fault across the Watch out for dents, chipped paintwork
Taxi drivers should also make sure and rust patches
from the date the licence is granted. six inspection centres.’ Interior compartment 1,566 19
they have the right tyres and if a
Poor maintenance is one of the Last year, there were also 5,829 cases Euro 4 catalytic converter has been Tyres Condition of bodywork and paint 1,248 15
main reasons vehicles fail their (23 per cent) where vehicles failed for removed, they should order new C
heck your tyre pressure and make sure
inspection. We caught up with Kevin the condition of the interior. exhaust parts in advance. the tread is within legal limits Taximeter and associated fittings 619 8
Dorsett, deputy team leader at
There were also a lot of instances where Kevin says most vehicles he inspects
Staples Corner Vehicle Inspection
Centre, to get his tips for keeping your
fog lamps weren’t properly secured. are well looked after and drivers are Engine oil Road tyres and wheels 310 4
Where they are fitted quite low down good about checking the levels of C
heck and top up your engine oil if required.
vehicle in good condition, especially
through the winter months.
on the body of the car, driving over screenwash, water and engine oil. He If you need to do this more often than usual, Prepare your Obligatory lamps 143 2
Kevin says that apart from the non-
kerbs can cause them to come loose
so make sure you check them.
advises: ‘Your vehicle is your bread and
butter, so it makes sense to look after it.’
you could have a leak paperwork
mechanical reasons for vehicles Water
failing, for instance insurance or log Y
ou should check your coolant level while PHV
You’re also likely
book discrepancies, failure could be the engine is cold. In winter, don’t forget to to fail if you don’t
avoided through proper maintenance. top up your anti-freeze Fault description Total % fail*
He advises checking all around the Taxis and private hire vehicles must now Windscreen wipers
have the correct
documentation with Interior compartment 5,829 23
vehicle before you start your working
day and especially before taking it for have two MOTs a year because they do so
Should be replaced once a year you. Please check you
have ALL your Condition of bodywork and paint 4,679 18
inspection. You should be looking for
damage, such as chipped paintwork many miles and because they carry passengers. Lights
C
heck all your lights and make sure you carry
paperwork to hand –
a PDF on your mobile Obligatory lamps 1,226 5
or windscreens, dents, rust patches,
leaks, tyre wear and anything that I’d recommend checking with the vehicle a spare set of brake light bulbs in your vehicle will not be accepted.
You can check what Road tyres and wheels 481 2
has dropped off or come loose. And
the interior is just as important as the manufacturer to see if you should have your Interior
I nspectors will check the inside of your car you need to take with
outside, so give the upholstery a good
brush or vacuum before the inspection. vehicle serviced twice a year Kevin Dorsett as well as the exterior, so keep it clean, tidy
and in a good state of repair
you at tfl.gov.uk/tph *Percentages of the total number of taxis inspected
and total number of PHVs inspected
10 HEALTH HYPNOTHERAPY HYPNOTHERAPY HEALTH 11
Stress-busting
the Knowledge
Studying to pass the Knowledge can really put you under pressure,
with some students suffering from anxiety and even panic attacks.
But there’s help at hand from a surprising source
M
emorising 320 runs Fiona sees a lot of students doing
(routes) and 20,000 points their 56s (their first appearances),
(landmarks) is no easy
Five top as this is when some of them realise
task explains Fiona Kelsall, stress- just how difficult the process is.
a hypnotherapist who specialises in busters She also gets people who are almost at
helping Knowledge students. She the end, as they realise they have a lot
has worked part-time at the Wizann
1 Go for a to lose if they don’t pass. ‘I’ve never had
Knowledge school for the past eight years walk in the a problem hypnotising a Knowledge
and frequently hears students talking fresh air student because they so want it to work
about how stressed they are. ‘It’s pretty and to do their best. I’ve also never
much all they talk about, especially if 2 Breathe had anybody who was disappointed
things aren’t going well,’ she says. deeply because it is really effective.’
Four years ago, Fiona began training
as a clinical hypnotherapist and with 3 Visualise How the stress builds
stressed students at hand, she recruited yourself Gavin Masters is currently doing the
some of them to act as case studies succeeding Knowledge. He says: ‘If you talk to a
– a mandatory part of the course.
cross section of Knowledge students
She explains that during hypnosis 4 Meditate you will find most are affected by
your subconscious mind is receptive to nerves during their appearances. It
positive suggestions: ‘I start by chatting 5 Practise doesn’t seem to matter what they have
with my client about the difficulties done in their working lives before or
yoga
they are facing, then guide them into currently, the majority suffer.
hypnosis inviting them to visualise
‘The fact you can be tested about
certain scenarios, such as an upcoming
anywhere on the map, and everywhere
appearance, going successfully.
is theoretically a point, plays on
‘Most of them know their stuff but your mind. It’s true to say you just
when it gets to an appearance they just can’t know everything and negative
freeze. The problem is they perceive it thoughts creep up on you. Instead
as dangerous, a fight or flight situation.
Hypnotherapy basically gets them into
of concentrating on what you do
know, you fret about what you don’t. Advice from an examiner
a state where they can re-formulate Then of course there is the simple
things in their minds, changing that case of forgetting. The more nervous
Mark Gunning passed the
perception and letting them know they you become the more the pictures in
are in control and relaxed.’ your mind just fade away.’
Knowledge in 2007 and
has been an examiner
for five and a half years.
He says: ‘Some
candidates get nervous
before they even come into the room.
I try to ease the situation and will
One student’s experience say, “take your time, close your eyes
A former client of Fiona’s says: and concentrate on the runs”, because
it helps you to focus on what you are
I started the Knowledge in 2010 and You want to do so well and there it and run through how I wanted calling without distractions.
before an appearance I wouldn’t be is this big weight on your shoulders the appearance to go. Each time ‘A good tip is to go to bed early before an
able to sleep. The anxiety would start that clouds your thinking. I had I went back she would check how my appearance, get up early and go through
the night before and keep building. five sessions with Fiona. We started last appearance had gone and what everything you’ve been struggling with.
You want to get out there earning, by talking about what the problem I wanted to concentrate on next. That way, when you go into the appearance
but there are no shortcuts with the was. Then, when the hypnosis began, It really helped – I passed in 2015 and you are still in calling mode, still in the flow.’
Knowledge so it’s a bit of a Catch 22. we would change the way I looked at just love it. It’s total freedom.
12 FEATURE GATWICK AIRPORT COMPLIANCE FEATURE 13
Gatwick express
Airlines are moving terminals at Gatwick. Here’s what you need to know
T On the
his month, three of the From 25 January
major airlines at Gatwick British Airways
will be flying out of different
terminals. British Airways
Airline moves timings flights will move from
the North Terminal
and Virgin Atlantic are set to switch
frontline
to the South Terminal
terminals, while EasyJet will move
all its flights to the North Terminal.
What’s happening?
The three airlines will move between
24 and 26 January. The changes North
will take place over 72 hours to Terminal From 24 January
minimise disruption for passengers all EasyJet flights
and aid a smooth switch over. will depart from
the North Terminal
More enforcers have hit the city’s streets.
Who needs to know? We meet Tf L’s latest compliance recruits
Frequent flyers may automatically
head to their usual terminal, rather
A
than check where they are flying South
from. Travellers departing before Terminal fter almost 5,000 people streets. The team will continue to grow offences. They’ve also been brushing
24 January and returning to Gatwick applied for 250 enforcement and by the summer, more than 300 taxi up on their customer service skills.
after the move dates will also be roles, the first 50 new and private hire compliance officers
Anand Nandha, head of the
affected, as they may be coming officers are out and about will be working across the Capital.
compliance unit, explains: ‘The role
back to a different terminal. Make From 25 January London-wide. And the focus is on
The new recruits have been through requires officers to be on their feet for
sure you check where you are picking Virgin Atlantic flights providing a quality service to ensure
eight weeks of training to understand most of the day, in all types of weather,
up and dropping off. will move from the the safety of the public.
the legislation, regulations and policies so they need to be fit and resilient. But,
South Terminal to They’ve joined the existing 82 officers around taxis and private hire, and the most importantly of all, they must be
www.gatwickairport.com/airlinemoves the North Terminal cracking down on illegal activity on our processes that allow them to report customer-focused. We have extensive
14 FEATURE COMPLIANCE COMPLIANCE FEATURE 15
training for all of our officers, so
we’re confident that people with
these qualities from any background
will be successful in the role.’
There are more than 117,000 private
hire drivers and almost 25,000 taxi
drivers in London. Getting extra
officers out there providing a highly You don’t have to come from
visible deterrent to illegal activity an enforcement role to do this
is a positive move for the industry.
job because they give you all
‘This is a big change that will drive the training you require. What’s
compliance up and improve public
safety,’ says Anand. ‘These officers
important is that you’re keen
will give us 24-7 coverage of the city to learn and you pay attention
and a lot more flexibility, especially to detail. You’ll also need good
in the evenings and at weekends, communication skills – you must
which are the busiest times for us.
be able to speak to people with
‘They will patrol more frequently at respect while also being assertive.
hotspot locations and we will also be
able to deploy them across suburban
areas. This will go some way to help
New compliance officer,
police the new private hire regulations,
including tackling insurance fraud
April Walker
The role requires officers to be on their feet for and ensuring operators provide a
booking confirmation to passengers.’
most of the day, in all types of weather, so they The officers can report all non-
compliance offences and illegal
need to be fit and resilient. But, most importantly activity for prosecution or for a
licence review. Where there is a
of all, they must be customer-focused Anand Nandha serious non-compliance issue, they
can suspend a vehicle licence.
The overall aim is to increase This is definitely a job where the
compliance across the trades, while
ensuring public safety. This includes
more you put in, the more you get
checking that vehicles are properly out. You need to be enthusiastic,
licensed, of a high standard and a people person and willing to go
drivers are wearing their badges. out and achieve. It’s exciting and
Anand continues: ‘We want to provide it’s always different. Every day I am
Compliance a better service for the taxi and private interacting with people from all
hire trades and their customers.
in numbers The key thing is to make sure that
walks of life – I get up in the morning
members of the public feel safe when and really want to go to work.
Between April
they get into a licensed vehicle.’
and November
last year: New assistant compliance manager,
Teddy Howard
24,005
PHV drivers
stopped
Compliance
officer powers
7,207 Some of the things compliance
officers can do:
PHV driver and
vehicle offences equest a copy of the
R
reported certificate of insurance Training has been extremely
for inspection intense, but I have enjoyed every
10,618 I nspect a driver, vehicle
or PHV operator licence
minute of it. What has struck
me is the range of vehicle and
Taxi drivers driver regulations there are that,
stopped Inspect a vehicle as a passenger, you don’t think
equest a badge/driver
R about. Every aspect is extremely
3,732 ID for inspection important because it’s the public’s
safety we’re looking out for.
Taxi driver and emove and retain a plate/
R
vehicle offences disc of an expired, suspended
reported or revoked licence New compliance officer,
Lesley Haggerty
16 TECHNOLOGY @TfLTPH @TfLTPH TECHNOLOGY 17
@TfLTPH
Word on the tweet @TfLTPH
@TfLTPH
@TfLTPH @TfLTPH
@TfLTPH Charlie
from the
@TfLTPH
@TfLTPH Twitter
team in numbers
@TfLTPH Set up
30 March 2012
Became fully responsive
@TfLTPH 20 July 2015
@TfLTPH 11,386
Good and bad they see it all, but we don’t see them. OnRoute Lisa explains: ‘Drivers might have queries about their
licence application or renewal, their medical or DBS
followers
pays a visit to find out what’s trending with the Twitter team checks. DMs take more time to process but it’s also where
you can often be most helpful, providing individual 49,990
I
responses to problems.’ tweets
t’s Charlie, Shen and Lisa who are kept busy behind licensing centres, roadworks, what the taxi charities have
Shen particularly enjoys working on the DMs as it’s
the scenes, answering drivers’ tweets from 09:00 been up to and when OnRoute is published,’ says Charlie.
where her background in licensing comes in handy.
to 17:00 every weekday. And it isn’t just about
Lisa adds: ‘We also get requests from various areas of She says: ‘I get a lot of questions about the kind of stuff
monitoring the feed and responding, there’s a lot
TPH to put a tweet out. For example, if the taxi rank I used to do with the licensing team, so it’s easy to
of work involved in tracking down information and
processing compliance reports and complaints.
team secures a temporary rank for an event like Winter advise. I’ve had some really lovely commendations from
@TfLTPH
Charlie explains: ‘Our goal is to provide the best quality
Wonderland, they will let us know so we can tell drivers.’ licensees who I’ve helped, so it’s definitely worthwhile.’
What is
information we can and address the concerns of our
While Charlie is responding to tweets on the feed, Lisa
is answering more than 40 messages in the Direct
Although many followers of the feed are pleased
with the service the team provides, others have been
Twitter?
followers. That applies to the other things we do as we
Message (DM) inbox. For the last few months tweeters using it to vent their feelings and, on occasions,
also create content for the TPH pages on the TfL website.
have been able to use DMs to contact the team privately. tweet abuse. Charlie says: ‘We do understand people’s Twitter is an online
We are overhauling all our customer-facing pages,
frustrations but please don’t take it out on us; we’re
signposting everything much more clearly.’
here to help you. If we do get people abusing the feed,
news and social
networking service
We are always working
they will be blocked. This is in line with the policy
Tweets and trends across all the TfL Twitter feeds.’ that allows users to
post and read short
When we visit, a story about London having the worst
traffic congestion in Europe is breaking on TV and in the to improve our processes. Get tweeting @TfLTPH messages (a maximum
of 140 characters),
newspapers. A big transport-related news item can mean
a busy day as there’ll be a constant stream of tweets. Twitter is just one of our If you haven’t taken to Twitter yet, Charlie urges
you to start: ‘We are constantly monitoring the way
which are called
@TfLTPH
As well as replies to enquiries, a number of scheduled,
informative tweets are sent out automatically to
communications channels, we manage the feed and we’d really love to know
what you, our tweeters, want from it.’
tweets. In the UK,
there were 8.6 million
keep the feed busy. but it is a very useful tool Twitter users in
2012 and this is
‘We invest a lot of time on scheduled tweets containing things Charlie, TPH Twitter team expected to rise to
like contact information, availability of slots at the vehicle Please give us feedback or suggestions @TfLTPH
16.4 million this year.
18 QUIZ PERSONAL DATA SECURITY PERSONAL DATA SECURITY QUIZ 19
Tried and tested
Put your knowledge to the test with this data protection keep your customers’ details safe and stop you from landing
quiz. There are no prizes for the winner but it might help a fine. You can check your answers on the next page.
1 2
How long can private hire
WE NEED SOME INFORMATION TO GET
D ESTARTED
TR AT
ST EG O
T NO
What counts as operators keep records of
I TA M
R OF N
I EMO
S DEE
personal information? bookings and complaints?
ABOUT US PU N
GIS N EW
SIGN UP
Based in London we have been
operating for many years SU T
neeb
U
OBA
L IA M eva
-E
E-MAI L l i am e sraey h ew nod
retnE ynam noL n
rof g id
nitar esaB
Enter email epo
DRO
WSS
dr o w AP
ssap
retnE
ereh
PASSWORD w uo
y
We will take you where DRO og o t ek a t l l i w
WSS tnaw eW
AP M uoy
you want to go Enter password dr o w
ssap
RIF NOC
s eta d m r fi n
pu gn
ikoob
oC
r of d e
deen
er a s l
iated
gniwo su de
l l of e h en uo
CONFIRM PASSWORD T y em
it yna t
EMA A
Confirm password eman
t s r fi r
N TS
RI F
etnE
At any time you need us
The following details are needed for booking updates
FIRST NAME
Enter firstname
A B C
Only forms A signed photo Anything that
that include a allows someone
name, address to be identified A B C
and telephone
number One month 12 months Five years
Save the data
If you keep passengers’ details or employee information,
3 Who are you allowed to share
someone else’s information with? 4
What is the fine for failing
to adequately protect
personal information?
there are steps you should take to avoid falling foul of the law
A
ccording to the Data Personal information can come in
Protection Act, if you
collect or store details
any format, for instance paper or
computer-based records, audio
You’ve been fined!
WE NEED SOME INFORMATION TO GET STARTED
about people you are recordings, CCTV images, photos or In 2015/16, the ICO* issued
classed as a data controller. This
means you are responsible for how
and why you handle this information.
expressions of opinion. It doesn’t have
to specifically name a person, as long
as they can be identified.
22 ABOUT US
Based in London we have been
operating for many years
SIGN UP
A B C
E-MAI L
penalties for data Enter email
For private hire services, it could
cover customers’ records, including:
You may also need to collect data that security breaches, We will take you where
PASSWORD
A B C
totalling more than Enter password
you want to go
is considered sensitive, including A fellow driver TfL A relative of
Names
Phone numbers
details of health or medical conditions,
race and ethnic origin and any
criminal convictions. Information of
£2.5m At any time you need us
that person
CONFIRM PASSWORD
Confirm password
The following details are needed for booking updates
Up to £10,000 Up to £100,000 Up to £500,000
this nature must only be stored with
FIRST NAME
5 6
Enter firstname
Mobility information that person’s explicit consent, or if it In October 2016, one What do you need to do
is necessary for employment purposes. telecoms company was if you have CCTV in your
Payment card data issued a record What information can you collect? premises or vehicle?
Collecting data
Complaints
Whether you are collecting personal
£400,000
fine by the ICO for
It also applies to information you information over the phone, online or
security failings that
may have about your suppliers or on paper forms, it is important to think
people working for you, such as: about whether the person knows what allowed a cyber attacker
you are going to do with it and why. to access customer
Names You’ll need to display a privacy notice, data ‘with ease’
which is a short statement outlining
Addresses who you are, what you will do with
the information and why you need it. *Source: Information
Payroll numbers
SamJonah Shutterstock.com
It should also highlight any situation Commissioner's Office
where you might need to pass these A B C A B C
Bank details details on to a third party.
The minimum Anything, as Name, address Put up a sign to let Get written Nothing
icence or employee
L Depending on how you collect the amount required long as it is and phone people know permission from
numbers information, the notice can be published for the stated securely stored number only anyone who may
in any format, such as a leaflet, online purpose be filmed
statement or recorded message.20 QUIZ PERSONAL DATA SECURITY BLUE BADGE TOUR GUIDES FEATURE 21
Cyber safe Search and destroy
Whenever information is stored The ICO advises that you regularly
electronically, including on review how long you keep information
their main career. They negotiate fees
computers, websites, emails and and securely delete or destroy anything
directly with clients, although the
apps, businesses must make sure that is not needed or is out of date.
British Guild of Tourist Guides suggests
it is always kept safe.
Deleting data means permanently £250 for a full day. Driver Guides, who
There must be adequate firewalls and and securely destroying it. It must not offer private tours by car or taxi, charge
anti-virus software installed and these be archived or moved. Paper records considerably more – around £345 for a
should be regularly tested and updated. should be shredded or disposed of half day and £500 for a full day.
through a reputable confidential
Mobile devices should never be
left unattended to reduce the risk
waste collection service. Electronic Taxi tours
WE NEED SOME dataTO
INFORMATION should be removed using deletion
GET STARTED
of theft and they should be encrypted.
software and any CDs or USBs should Londoner Bryan Gorin (left) has
be physically destroyed. been a taxi driver for 30 years and
ABOUT US
Based in London we have been
SIGN UP a Blue Badge Guide for 20.
operating for many years
E-MAIL
‘My background is in history. I did my
Enter email
degree in Spanish and history so this
We will take you where
PASSWORD is the perfect fit for me,’ he says.
you want to go Enter password Bryan’s business is thriving, especially
among American tourists. He offers
lots of different tours – everything
CONFIRM PASSWORD
Confirm password
At any time you need us
from Charles Dickens and Agatha
ANSWERS
The following details are needed for booking updates Christie to Harry Potter – but one of
FIRST NAME his favourites is the Square Mile.
Enter firstname
‘I love the fact so much of the history
still exists and is intact, like Roman
1 C 4 C
Personal information There are a number
walls and amphitheatres.’ He’s also
is defined as anything of sanctions that
a great fan of the Tower of London.
that will allow someone to
can be imposed by the ICO
Badge of
‘That’s a great pull for American
be identified. It doesn’t have if private hire operators
tourists because it is so strongly
to explicitly name them, fail to protect personal
connected with Henry VIII and they
it is still personal information information. These include
all know something about him.’
if they can be identified a penalty of up to £500,000,
excellence
by a description or by ordering you to stop certain Bryan uses two vehicles – a Mercedes
putting different pieces of business operations and Benz and a taxi – and the taxi is
information together. criminal prosecutions. the favourite with customers. ‘It’s
extremely popular, even with people
2 B 5 A
You must not keep You should only who aren’t on a tour. When I’m pulled
personal information collect the minimum up waiting for someone, I get loads
for any longer than is
amount of information of people coming up to me and taking
necessary, which means possible. You must also make pictures and asking questions.
considering the business
purposes and any legal or
sure it is accurate and kept
up to date. Personal
With their shared encyclopaedic knowledge ‘I absolutely love what I do, it’s a
of London, taxi drivers and Blue Badge Tour
wonderful way to interact with people
regulatory needs. Private information must only be
and I feel I’m selling the city to them.’
hire operator regulations used for the purpose for which
require that records of
bookings, complaints and
it was originally collected,
so if you have information
Information is king Guides have more than a little in common Go to www.driver-guides.org.uk
lost property, as well as driver about a customer wanting
I
and vehicle records, should to hire a cab, it must not be There are plenty of online
be kept for 12 months. used for anything else. resources available to help you t’s no surprise that training to height of the dome at St Paul’s*, you
get to grips with data protection: become an accredited guide is Training could combine a love of the Capital’s How to apply
3 B 6 A
There are two types of If you install CCTV
a popular option for cabbies. rich heritage with a job.
requests for data – cameras in your vehicles Information Commissioner’s
an individual asking for their
or buildings, you must let The Blue Badge is the highest
The programme But guiding is not just about reciting
Office lasts around two The process begins with an
information and a third- customers know by putting guiding qualification available, and historic facts. An appreciation of
party request. There are up appropriate signs. There
ico.org.uk at locations such as St Paul’s, the years. There are architectural styles, art and modern invitation to a pre-entry general
only a limited number of is more information and British Museum, the Tower of London, a couple of culture is just as useful. And because knowledge test, followed by
TfL privacy policy interviews and an induction
third parties that private guidance on the TfL website. Westminster Abbey and the National evening lectures Blue Badge Guides work independently,
hire operators can give tfl.gov.uk/privacy Gallery, holders of the badge are the they can tailor-make tours that play course. A second fluent
a week, covering
information to, including only external guides allowed on site. everything to their own interests – from exploring language other than English
TfL as the industry Government cyber guidelines the city’s African heritage, to iconic
from social is an advantage. Applications
regulator, the police and www.cyberaware.gov.uk Tailored tours rock and roll locations.
development for the 2017-2019 London
law enforcement bodies or
Card payment advice to city livery training course are now open.
legal representatives of If you know which of Henry VIII’s Earning potential
customers or employees. If www.theukcards wives were executed at the Tower, companies and
there is a court order to do association.org.uk the number of royal weddings practical training Blue Badge Guides work as freelancers Go to www.britainsbestguides.org
so, you must provide data. Westminster Abbey has seen, or the at the weekend. so can pick their bookings to supplement
*Anne Boleyn and Catherine Howard; 16; 111.3 metres22 FEATURE ROAD SAFETY ROAD SAFETY FEATURE 23
The road
Trend in KSI casualties
2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015
4,000
to safety
Base: 2005 - 2009
3,500
average KSI
3,000
KSI
casualities
2,500
2,000
Every death or serious injury on 1,500
Target: 50 per cent
KSI reduction
London’s roads is one too many, which 1,000
is why the Mayor and TfL are doing 500
everything they can to make them safer Number
of KSIs
TPH driver top tips
‘N 1
o loss of life is inevitable or Don’t let distractions reduce
acceptable’ said the Mayor your awareness of the road
in his recently published
It is illegal to use a hand-held mobile
document, A City for All
Londoners. He used the report to outline
phone or similar device when driving.
his ‘Vision Zero’ approach, which means Using hands-free equipment is also
eliminating road danger completely. likely to distract you.
2
It’s an ambitious goal and TfL’s target
is to reduce the number of people killed Be aware of your levels of fatigue
or seriously injured (KSI) on London’s Tiredness has a big impact on
roads by 50 per cent by 2020. your ability to drive safely, with similar
Action Plan, launched last year,
Using hand-held devices makes effects to drink driving.
Baloncici Shutterstock.com
However, published data for the
promised an advanced driving test
12 months up to 30 September 2015
shows the number of collisions
involving taxi and private hire vehicles
for private hire drivers by summer
2017. An enhanced topographical drivers four times more likely to be 3 Find a safe place to pick up/drop
off passengers
has increased by 102 per cent.
test is currently being introduced.
involved in a collision Brake (the road safety charity) This is important as many conflicts
Until November 2016, the data was All in it together occur at the kerbside.
not split into separate categories
4
for taxis and private hire vehicles. Eighty per cent of all journeys in
But now, the Metropolitan Police London take place on the city’s
Five fatal flaws including an advertising campaign rivers must not drive under
D
Service has introduced a new online roads, but making them collision-
warning against driver distraction the influence of drink or drugs
TfL’s report, ‘Safe London streets: and travelling too fast. TfL has also
casualty reporting system called free is not something the Mayor and
our approach’, signals a shift towards supported the THINK! anti-drink
You may be unfit to drive in the
COPA. This has many advantages TfL can achieve alone. Ninety-five morning if you have drunk alcohol
tackling dangerous road-user behaviour driving initiative, and introduced
including improved identification per cent of the Capital’s streets are the previous evening or have used
by educating the individual. Actions 20mph limits on some red routes.
of vehicle types in London. the responsibility of boroughs, and illegal or some prescription drugs.
flagged as dangerous include:
many other partners have a role to Ben Plowden, director of Surface
From spring 2017, TfL will publish
play, not least road users themselves Strategy and Planning at TfL, says:
this data separating collision statistics,
allowing for greater transparency.
The Mayor’s Taxi and Private Hire
including those who are most
vulnerable – pedestrians, cyclists
and motorcyclists. Data suggests that
Travelling too fast
Becoming distracted
‘Although 2015 saw the lowest number
of people killed or seriously injured
on the Capital’s roads since records
5 Give cyclists enough room
Keep a safe distance from cyclists
TfL's road safety campaign on the road and don’t attempt to
human error features in 93 per cent began, we must continue to make overtake where there isn’t enough space.
of all contributory factors recorded
Carrying out risky manoeuvres improvements to road safety. This
6
for collisions in London. includes tackling the five main sources
In 2015, there was a four per cent TfL’s Share the Road campaign calls
riving under the influence
D
of alcohol or drugs of road danger and embedding this
approach across all of our activities.’
Be aware of the unpredictability
of pedestrians
decrease in all serious casualties on the on all road users to reflect on their
own and others behaviour and to be Failing to comply with the In busy, built up areas there is a risk of
pedestrians stepping out into the road
roads – from 2,040 to 1,956 – the lowest more considerate. Using the hashtag
#SharetheRoad, it encourages
laws of the road For more information on Share the Road,
go to tfl.gov.uk/campaign/share-the-road unexpectedly. Keep your speed down so you
levels since records began Travel in London Report December 2016 people to offer their tips for a safer,
stress-free journey.
Various programmes have been
launched to combat these behaviours
For information on all TfL’s campaigns, go
to tfl.gov.uk/roadsafety
can prevent a collision should this happen.24 COMMENT TRANSPORT FAVOURITES LETTERS 25
Transported by London Letters Email us at OnRoute@tfl.gov.uk. We will print a selection of
emails every issue – and there’s a £20 Amazon voucher on offer for
the best.
Driving a taxi doesn’t have to mean you’re Star letter
Advertising card acceptance in taxis
a petrolhead, as Ian Beetlestone explains Fair pay
I think you should be informing the public
more about our card acceptance seeing as
it enhances the customer experience.
I was wondering if authorities are doing something, or have plans, to make Alan, @erb66
I can’t say I always dreamed of being
a taxi driver, but I always dreamed
sure that private hire drivers earn the minimum wage after expenses.
of being a Londoner. I grew up in We ran a six-week marketing campaign
Yorkshire, but visited relatives in
Sohail Baig
about card acceptance in taxis from 31 October
Ealing regularly and can remember 2016. It was advertised on digital taxi tops
the excitement of seeing the Capital and in Metro, while radio ads ran on Capital,
go by from the rear view window. Dear Sohail, Kiss, Heart, Magic and LBC 97.3. In February,
I mythologised London and its there will be more publicity as part of a wider
transport icons – the Tube, the old The Mayor of London has always do have a general duty to not drive TfL major improvements campaign.
Routemaster, and of course, the been clear that all Londoners deserve when tired, as advised in the Highway
beautiful, classic Fairway black cab. TfL marketing team
decent pay and appropriate working Code, and in the interests of public
There were lots of reasons for conditions and is a passionate safety we will review a driver and/or
becoming a cabbie. High on the advocate of the London Living Wage. operator’s fitness to remain licensed
list were the ideas that doing the where there is evidence that drivers
Knowledge seemed a unique way While neither he, nor TfL, have the are breaching this duty.
of getting to grips with the city and power to force companies to pay
truly becoming a Londoner, and their staff the London Living Wage, TfL is currently carrying out further
that one of those iconic vehicles all companies are being encouraged research looking into supply and
would be my car. Sadly I missed out to provide it to their employees demand across both industries,
on driving the Fairway by a whisker – and all of London's private hire which includes looking at average
there were a few still on the road
when I got my badge but none that
operators have been urged to make hours and shift work for private
I could find available to rent, and
the same commitment. hire drivers. Once the data has
they disappeared altogether after been collated and analysed, TfL
With regard to the hours that self- will decide whether additional
I’d been driving for a few months. employed drivers work, both taxi measures are required and will
So I got a TX2, and I love that too. It’s way it made me grin. I love getting the this city, and the cab is an integral and private hire drivers are exempt explore ways to address any issues.
silver underneath its unique rainbow chance to do it when there’s someone part of its fabric. It still seems to from the European Working Time
livery and I thought of it as the Silver in the back as it never fails to impress. me, as an exiled Yorkshire lad, that Directive. That being said, drivers Helen Chapman, general manager, TPH
Bullet because I was so impressed to do the Knowledge and drive a
I’m not much of a car person at all
with its acceleration. I’ve never known black cab is to become as much a
and my lack of interest in the nuts
another cab like it, although they all Londoner as you possibly can – an
and bolts is partly why I rent mine –
have their distinct personalities. They elite Londoner, even. When me
I feel safer knowing I’ve got someone
also share that joyous, tight turning and my cab roll down Shaftesbury
to deal with all that stuff.
circle. I’ll never forget the first time I did
that in my taxi driving lesson and the But really I love my cab because I love
Avenue we’re not just in the heart of
London, we are the heart of London.
From our Twitter feed
We say… You say…
We have updated For any queries The Transport Act 1985
moking e-cigarettes
S Gett is proposing allows for ride sharing
is not allowed in taxis our web content about your operator
Ian’s top forms of transport and PHVs at any time. regarding the recent licence including pooling in taxis! I thought
the cab order/hackney
in both taxis and private
hire vehicles (Section 11,
Licensed vehicles changes to private variations and
carriage act prohibited
1 2 3 4
hire regulation – inspections, ‘Advance booking of
The London taxi The Tube The DLR Feet must display no this modus operandi? taxis and hire cars at
There’s no better way to Classic design, the map, The world’s gentlest There’s no substitute smoking signs. info here: tfl.gov.uk/ please email TPH.
ph-regulations Operators@tfl.gov.uk Ricksta via Twitter separate fares’).
travel around London than in the colours, the roundel. rollercoaster and with the best for feet when it comes to
the back of a black cab and The epitome of cool Britannia views. And for sitting up front experiencing the sights, sounds
the city-living feeling of sticking and London funkiness. and pretending to drive the train. and smells of teeming city life.
your arm out to hail one.
When did Where did The oldest Which park in Which 'hidden
1
the City of 2 Spitalfields get 3 church in the 4 London is full 5 river' flows
London get its name from? city, All Hallows of memorials beneath the
its first road? by the Tower, to 'ordinary Oval cricket
was founded in people' who ground?
which year? committed
heroic acts?
Do you know?
Park, behind Bart's Hospital. 5. The river Effra.
1. Goswell Road in 1994 when the boundaries were changed. Until then it only had streets and alleys. 2. It takes its name from the hospital and priory, St. Mary’s Spital, founded in 1197. 3. 675 AD 4. Postman's26 EVENTS CALENDAR CALENDAR EVENTS 27
Calendar
January February March
20 January 27 January 2 February 7 February 12 February 18 February 26 February 2 March 11 March
Ruth Peterkin Shutterstock.com; Roy J Baron Shutterstock.com; Sterling Munksgard Shutterstock.com
Cage The The France Destination: ICE Totally Pure London Cruise Show 2017 Professional Spring England vs
Elephant concert Show 2017 The Holiday Gaming event 2017 event Olympia Beauty event Knitting and Scotland,
Brixton Academy Olympia and Travel Show ExCeL Arena Olympia (and 19 February) ExCeL Arena Stitching Six Nations
(until 29 January) Olympia (until 9 February) (until 14 February) (and 27 February) Show 2017 rugby match
21 January (until 5 February) The International Olympia Twickenham
Avenged Dropkick 8 February 14 February Dive Show England vs Italy, (until 5 March)
Sevenfold concert Murphys concert 4 February Green Day Chinese New ExCeL Arena Six Nations 13 March
O2 Arena Brixton Academy England vs concert, Year celebrations (and 19 February) rugby match, Sum41 concert St Patrick's Day
(and 22 January) France, O2 Arena Trafalgar Square, Twickenham Brixton Academy Trafalgar Square
28 January Six Nations China Town Arenacross
The Flaming Drake concert rugby match 9 February event 1 March 3 March 14 March
Lips concert O2 Arena Twickenham Strictly Come 17 February Wembley Arena International The Baby Show The London
O2 Academy (and 1, 2, 4, 5, 14, Dancing MCN Motorcycle Confex 2017 ExCeL Arena Book Fair 2017
15 February) Saracens Live event Show 24 February Events Exhibition (until 5 March) Olympia
25 January vs Leicester Wembley Arena ExCeL Arena Classic Car Show Olympia (until 16 March)
National 29 January rugby match (and 10 February) (until 19 February) ExCeL Arena (and 2 March) 10 March
Television Black Sabbath Allianz Park (until 26 February) Country to 16 March
Awards concert 11 February National Kaiser Chiefs Country festival Glass Animals
O2 Arena O2 Arena Skunk Anansie Jack Whitehall Wedding Show 25 February concert O2 Arena concert
(until 31 January) concert Wembley Arena 2017 Saracens O2 Arena (until 12 March) Brixton Academy
Table Tennis O2 Academy (until 13 February) Olympia vs Sale Sharks
Ping Pong event 31 January (until 19 February) rugby match National Move it,
Alexandra Palace Destinations 6 February Gutter- Allianz Park Career dance show
(until 30 January) 17 Exhibition Young Voices dammerung Guidance ExCeL Arena
Olympia concert concert Vodafone Show (until 12 March)
26 January (until 6 February) O2 Arena O2 Academy London Fashion London
Exhibitions (and 7 February) Weekend 2017
Alexandra Palace Saatchi Gallery Olympia
(until 28 January) (until 28 February)You can also read
