Who are Transport for London?

Virtually everyone who visits, lives or works in London will use one Transport for London’s services, including Cross-Rail, buses, over ground trains, underground, DLR, Roads, cycling, trams, emirates airline, Victoria coach station, dial-a-ride, taxi’s & private hire and walking routes. Currently, 8.4 million people live in the Capital. This is expected to become 10 million in the 2030s.  TFL’s 25,000+ staff are tasked with managing this infrastructure today and seeing that it is fit for purpose in the future as London’s population expands.

TfL must also balance delivering services with one of the biggest savings and efficiency programmes in the public sector. Their success depends on Government support through grants and borrowing, fare payers, developing their commercial income and achieving efficiency targets.

 

Define

What did they Need?

TfL have recently moved into their new prestigious offices in Endeavour Square, Stratford and are embracing new Agile ways of working to better utilise space and to provide the best possible working environment for their staff. They needed an intuitive interface to allow the 3400 users at Endeavour Square to easily find and book desks based on their neighbourhoods or specific needs. They needed the user to be able to book from their phones, mobile devices and desks. They also wanted users to be able to walk onto a floor and book a desk there and then using touch screen kiosks and staff ID cards.

Once complete at Endeavour Square the solution needed to be rolled-out to a total of approximately 8000 users at other TfL buildings offering the same agile working environment.

The solution also needed to interface with the TfL building access system to determine actual use against bookings to provide detailed analytics to help drive TfL’s future planning.

Above all the solution needed to be easy to use and enhance the working experience of the TfL staff.

Working to incredibly tight deadlines (6 weeks from order to delivery) NJW used our standard Define, Design Deliver methodology to ensure that we met TfL’s requirements.

In the define stage we worked with TfL to review the existing Kiosk365/Reserve365 functionality and refine it to their specific requirements. We also worked with the various departments and contractors within TfL to define data and interface requirements and to plan the administration of the solution through TfL existing IWMS.

 

Design

The solution was based on NJW’s Kiosk365 (Kiosk desk booking) and Reserve365 (mobile desk booking) solutions utilising the IBM TRIRIGA IWMS. Transport for London use IBM TRIRIGA to manage their office space, including all moves and changes. This means that any floor layout changes were updated in the IWMS and the desk booking solution simultaneously.  It was a critical requirement that there was no additional administration required to run the desk booking solution and that any changes to floor-plan layouts were reflected as the changes were made to the IWMS.

NJW worked with several departments within Transport for London to tailor the solution to meet their specific needs. This included working with the TFL IT department on procuring and implementing the kiosk hardware; working with external contractors to integrate into the building access systems and working with the property department that initially raised the requirement to ensure that it functioned in a way that their customers would find intuitive and productive.

During the design phase the solution was reviewed and tested by both the client and the NJW test department. During that time it was refined to meet the exacting needs of the client so that when it was delivered users had a seamless experience booking on a touch screen kiosk, mobile device or their desktop PC.

 

Deliver

Transport for London synchronised the roll-out of the desk booking solution with the initial occupancy of their prestigious new property in Endeavour Square, Stratford. On day one NJW staff were on-site to assist Transport for London staff with the new booking procedures and ensure a smooth transition to an agile working environment.

Users were provided with a kiosk based touch screen system, access from mobile phone and tablets, and the option to book from their PC’s. The system allowed them to book desks for the morning or afternoon, today or tomorrow. Each users was pre-configured to a specific “neighbourhood” based on the data provided by Transport for London.

The next steps are to roll-out the solution to other properties within the TfL portfolio. Additionally, refinements have not stopped after the initial deployment. NJW continue to work with Transport for London to implement changes and enhancements based on user feedback to ensure that the solution continues to innovate and improve the everyday work experience of TfL staff.