Customer Centric Decision Making
Provide tools, equipment and services for
customers and colleagues to obtain accurate
and timely information to be in control and make
informed travel choices.
Partner effectively with TfL/RfL to deliver Line Naming
and other activity such as CHARM to maximise the
customer proposition
Headline Activities
Customer Information Working Group
Joint working group with Control to improve information provision. Group established to review concerns, consider initiatives and build understanding of both functions.
CHARM Application
Roll out Customer Help and Assistance Retail Mobile (CHARM) across the network which would enable colleagues to provide gestures of goodwill to colleagues in the moment avoiding potential long winded complaints processes.
KPI & Asset Management Plan
We are underway on reviewing third party contracts to enable more robust challenging of long-term fixes as well as considering replacement programmes where suitable.
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