London Underground operates the world’s oldest metro network, covering Greater London and many neighbouring areas. Incorporating 275 stations and 253 miles of railway, the Underground provides a pivotal method of transport for one of the greatest cities in the world.
19 million passengers use The Tube each year. In 2004–2005, total passenger journeys reached a record 976 million, an average of 2.67 million per day.
Since 2003, the Underground has formed part of Transport for London. TfL is also responsible for administering the Greater London bus service and supervising numerous transport-related functions.
Business Issues
London Underground stations are open from well before dawn until after midnight. Unless and until stations are open, passengers cannot travel. All drivers must be in position when the service is due to start or the timetable cannot be maintained.London Underground is legally obliged to run a timely and efficient network. Financial penalties are imposed in the event of non-performance. Delivering a service that keeps London moving requires highly complex logistical support and an effective array of back-up services.
Taxis play a critical role. London Underground relies on it’s preferred supplier to deliver drivers and staff to and from work. The margin for error is minimal. London Underground requires a network of taxis adhering to a schedule that is no less precise than their trains.
The service also must be flexible. In the event of a disruption to any part of the railway, London Underground may require taxi services to deliver key members of staff to the site at speed. Similarly, taxis may be required to provide shuttle services over short distances for passengers following a breakdown in service.
Significant demands are placed on drivers. For example, if a passenger is taken ill and London Ambulance has a shortage of vehicles, taxis could be employed in non-emergency situations for journeys to hospital.
On an average night, 150 taxis per night are booked for members of staff. Each timetable involves different shift patterns, different personnel and varying destinations. London Underground’s preferred supplier must be capable of providing the volume of taxis required and responding at speed to changes.
About Xeta
Xeta is a taxi service that utilises leading-edge technology to provide customers with unprecedented levels of service.
At the heart of Xeta sits the Pathfinder software platform. Pathfinder is an automated dispatch system that logs all calls, utilises GPRS (Global Positioning) technology to identify the nearest taxi and allocates fares 10-15 minutes in advance of the pickup time. As Xeta is staffed by over 400 drivers across London, customers virtually have cabs on call.
For the convenience of drivers and passengers, Xeta vehicles are equipped with Satellite Navigation systems, an electronic A to Z and audible speed camera warnings.
Xeta maintains over 500 corporate and individual accounts, taking credit card bookings as required. Management information is second to none. Xeta provides itemised billing as standard, enabling organisations to identify employees who use cars, length of journeys and average waiting times.
Working Together
Xeta was awarded the contract to provide taxi services for London Underground in autumn 2004.By 9 pm each evening, all members of staff requiring taxis for the following day must have registered their bookings on an online web page. London Underground’s Scheduling Department will subsequently liaise with Radio Taxis to refine the schedule and streamline delivery.
Nightly reports on the service are fed in by Xeta’s backroom team. Spreadsheets detail the volume of jobs booked, taxis provided, passenger names etc. in line with predetermined KPIs.
Two Pathfinder terminals are located at London Underground’s offices. The client’s team have access to identical screens as Xeta staff and may book cabs in the same way. In the event of a red alert, software functionality enables London Underground to track the path of all cabs.
For the benefit of passengers and drivers, hundreds of pick up points have been established. All are carefully checked in advance to ensure pedestrian safety, sufficient distance from double yellow lines and proximity to pay phones.
The complexity of the service requires close co-operation between London Underground and Xeta. Regular meetings are held in an atmosphere of respect and professionalism in order to discuss modifications, propose recommendations and put forward improvements.
Testimonial
‘Radio Taxis provide us with an excellent service. They have taken on an extremely big contract, worked with us to understand our needs and provided us with information we have never had from any other taxi firm.
‘One of their strengths is flexibility. We are quite demanding, there are no two ways about it because of what’s involved in running London Underground. A lot of people involved in a contract as big as this one might say ‘that’s not what we agreed to, we can’t do that’. Never, ever have I come across that with Radio Taxis’.
‘They are always willing to look into solutions that will improve performance. For example, the idea arose of having staff mobile numbers in case of delays. It was an excellent suggestion that came from them.
London Underground and Radio Taxis work well together. All in all, we are extremely satisfied and look forward to building on our relationship still further’.
Tracey Bellis, London Underground, Network Service Control Manager
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