Equality Impact Assessment (EIA) for Fit for the Future - Stations

MQT on 2014-03-19
Session date: 
March 19, 2014
Question By: 
Jennette Arnold OBE
Labour Group
Asked Of: 
The Mayor


On page 6 of your Equality Impact Assessment (EIA) for 'Fit for the Future - Stations', you say: "Disabled customers are more likely to experience difficulties related to physical accessibility, which might be impacted if station staff numbers were reduced", and "Older people may need help with using the potentially complex technology used at the Passenger-operated Machines". Why then - in the table on page 5 of this EIA - can you say that there will be no equality impact on disabled people and older people? And will you re-do the EIA in light of this, making sure that you properly address these issues and put in place necessary steps to ensure that no group is disproportionately affected by your plans to close ticket offices?


Answer for Equality Impact Assessment (EIA) for Fit for the Future - Stations

Answer for Equality Impact Assessment (EIA) for Fit for the Future - Stations

Answered By: 
The Mayor

The equality impact assessments (EqIA) for customers and staff are evolving documents, intended to help mitigate against any potential negative impacts on staff and customers.

As you note, the EqIA highlighted that people with physical disabilities may find it harder to travel. TfL's proposals are in themselves designed to mitigate this and to improve the service offered to older and disabled customers. Section 5b of the EqIA (page 7) confirms that under the proposals, staff will be out of the ticket office and available to assist at the ticket machines making the customer experience easier, which mitigates any potential negative impact on disabled and older customers.

The proposals simplify the station staffing model and open up stations by removing ticket windows and freeing up staff from behind closed doors and glass windows to focus on personalised customer service in ticket halls, on gatelines and on platforms. All Tube stations will be controlled and staffed while services are operating and there will be more staff visible and available than today, to help customers buy the right ticket and plan their journeys. The current "turn up and go" assistance service for disabled and visually impaired passengers, and the disability training given to staff, will be protected.

The engagement TfL is currently undertaking with a diverse range of groups and the ongoing discussions with the trades unions will help to shape the proposals for change and as this process continues, the EqIAs will be updated to reflect feedback. TfL will ensure that this engagement encompasses all relevant groups and will share updated versions of the EqIAs when they are available.