Games-time travel planning Steve Kearns Transport for London

Games-time travel planning Steve Kearns Transport for London

Twin objectives: To deliver a great 2012 Games and Keep London and the UK moving

London well suited to hosting the Games 1.1 billion Tube journeys per year, comparable to rest of UK rail network combined Half of all bus journeys in England take place in London Olympic Park connected to four London Underground lines, the DLR, London Overground, numerous national rail services and a dedicated Javelin shuttle service to St Pancras International TfL highly experienced in major events e.g. Royal Wedding, Tour de France Grand Depart, FA Cup Final, New Year s Eve, London Marathon London s rail network

6.5 billion transport upgrades

Well Connected The Olympic Park

Enhanced transport services Tube, DLR and London Overground services ran one hour later than usual Last trains left central London and key venues around 01:30 Extra train services in the late evening to cater for venue bump out Around 200 extra buses in London Javelin service had 8-10 trains per hour Park & Ride, direct coach services Additional rail services across UK with special flexible ticketing arrangements Extra staff and volunteers across London and UK transport system Extra river services at certain times and places

A Car Free Games- Results + 30% + 47% + 100% The Emirates Airline had a record of 31,964 journeys on Saturday 11 th August 2012

Day Travelcards

Public transport for all

London Welcomed the World Team London Ambassador Pods o Support co-ordinated by the GLA Training for all ambassador staff - e.g. Oxford St Redcaps, West End Ambassadors, Westminster City Wardens, TfL's travel ambassadors o On-street ambassadors helped visitors navigate their way around the West End Summer of 2012: Host City map o Walking maps to help visitors navigate central London on foot

New website to help visitors plan New website

The hotspots

The LSTCC Surface Transport Buses The Police

109 Miles Olympic Route Network

Games Lanes 30 miles of games lanes across London around 40 per cent of Games Lanes were in operation at any one time 150 variable message signs

21 Minutes High-tech sensors were buried in lanes to ensure that VIPs were not held up by traffic lights, congestion or even people crossing the road Members of the Olympic park were able to get from their hotels in Park Lane to the Olympic park in 21 minutes

Leicester Square station waiting times if no change in behaviour

Oxford Circus Tube station waiting times if no change in behaviour

Bank

London Bridge

Influencing travel behaviour of all...

Games-time information - passengers

Games-time communications - the public General Roads and Rail otdm advertising owayfinding and signage ouniformed staff and volunteers oonline content TfL and GAOTG oongoing Journey Planner updates ocustomer behaviours, safety, security, and cycling advertising ocustomer information distribution (e.g. walking maps, accessibility) ogames-trained staff (e.g. call centres, volunteers) o Look of London GLA city dressing Rail ostation announcements otrain announcements oelectronic Signage Update Boards (ESUBs) Roads ogames Lane road markings and signage ofixed road signs and variable message signs obus diversion information at bus stops

Travel Ambassadors 3,500 volunteer Travel Ambassadors Mainly office based staff from Transport for London Effective at increasing numbers of passengers using West Ham Station rather than Stratford From 9% to 30%

Games-time Scheduled Comms C3 Structure Tested C3 structure and outputs 24 hour cover during the Games Personally targeted information Twice daily press notices (7am and 4pm) Daly Metro content (5am) Daily customer emails (2pm) o Public transport users (approx. 2m recipients) o Road users (approx 1m recipients) Daily station posters (3.30pm) Twice daily business email updates (4.30am and 2pm) Daily stakeholder bulletin (5pm) Regular tweets (@TfL and @GAOTG) Ongoing online content and Journey Planner updates

Games-time contingency communications Teams, systems, and channels were in place to deal with unplanned incidents through generating bespoke communications or adapting scheduled ones: Press line issuance/ spokespeople usage Bespoke station and train announcements Face to face through uniformed staff and volunteers Disruption posters stations and bus routes Online content and Journey Planner updates Tailored customer emails Stakeholder engagement and communications Business engagement and communications Disruption tweets ESUB messaging Variable message signs Wayfinding and signage adaptation Use of postcodes of ticket holders

Paralympic Games Backdrop Schools return PRN in place Increased group travel World focus on accessibility of transport system Marketing Focus TDM marketing continues Reactivate C3 communications structures and outputs used during the Olympics Revised signage in place (Roads, Rail and Last Mile) Accessibility message focus o Proactive positive stories and reputation management o PR and Stakeholder focus

Lessons Learnt Widely broadcast travel advice Individually targeted publicity estimated 33% of regular travellers altered behaviour Flexibility - Respond to real time road traffic patterns - Influence arrival/departure stations - Overcoming tube line signal failure Centrally located control centre Main venue readily accessible by public transport

However not everything went to plan...

In summary Through planning, we delivered a great 2012 Games and kept London and the UK moving and open for business www.getaheadofthegames.com www.tfl.gov.uk/2012