Dial-a-Ride (3)

Meeting: 
MQT on 2010-01-27
Session date: 
January 27, 2010
Reference: 
2010/0136
Question By: 
Caroline Pidgeon
Organisation: 
Liberal Democrats
Asked Of: 
The Mayor

Question

Please publish a table showing for each day of December 2009 (a) the average waiting time for calls to the Dial-a-Ride centralised scheduling and booking system and also the waiting times during peak periods, (b) the number of calls which were abandoned (3) the total number of calls received each day?

Answer

Answer for Dial-a-Ride (3)

Answer for Dial-a-Ride (3)

Answered By: 
The Mayor

As part of a wider programme of telephony upgrades across TfL buildings, Dial-a-Ride implemented a new telephone system on 26th October 2009. Dial a Ride's old system did not provide queuing information to callers, nor music whilst on hold. The new system does, including regular announcements of estimated queuing times. This is a significant enhancement as DaR is aware that when using the old system some members abandoned calls as they were unsure whether they were still in the queue and therefore re-dialled.

The management reporting aspect of the new telephone system is not fully functional, so it is not currently possible to provide statistics for December 2009. TfL is working with suppliers to resolve reporting issues as soon as possible.