London Service Quality Award 2009

 The TfL logo

This category focuses on an individual or team of staff who have consistently gone that extra mile to help provide top-quality service to London's bus passengers.

This could be engineering staff at a garage, a group of drivers on a route, service controllers, training staff, staff involved with safety and security or revenue protection, or any other staff who have gone above and beyond the actions normally expected.

Bus companies operating in London, London TravelWatch and others representing bus users in London, as well as TfL staff, are invited to put forward nominations for the London service quality award. The team nominated will have delivered excellent customer service in the 12 months to the end of June 2008.

London TravelWatch and others representing bus users in London, as well as bus companies operating in London and TfL staff, are invited to put forward nominations for this award.

The submissions chosen for the short-list were each impressive in their own way as they each demonstrate aspects of the job that are vital in delivering good service whilst not always getting the recognition they deserve.

The Winners

Part of the fleet deployed on the 195First London     Route 195, 4 days to Start a Service

On 9th March 2009 First London was asked to take over operation of Route 195 from Ealing Community Transport, the challenge being that there were just 4 days in which to plan and mobilise. Showing excellent teamwork and commitment 58 staff were assimilated with drivers being trained on new vehicles and all necessary changes in depot space, payroll, rosters etc being made without affecting the travelling public. Both TfL and First London’s MD commended the team on the delivery of this mobilisation.

The judges felt this was an exceptionally well-run project and noted that subsequent service delivery has consistently maintained the high standard demonstrated at mobilisation.

Runners Up

The team at HayesAbellio London    Hayes Garage Operations Team

Travel London was awarded the Investors in People Charter Mark in November 2008 and during the process of assessment, Hayes depot was praised by the assessor of demonstrating 'Best Practice' in staff training and learning and development. All employees at the garage have received training in Customer care to various NVQ levels and this is reflected in the continued excellent performance in providing top quality service to passengers..

Highly Commended

Engineering excellence from Putney's teamGo-Ahead London    Putney Garage Engineering Team

This team prides itself on delivering good service and is pleased to have played a role in Putney’s shortlisting in UK Bus Awards in previous years. There is a strong team spirit and keenness to help wherever possible; for example in the severe weather conditions during winter 2008/9 the team arranged for the garage tow truck to be working throughout to help as many vehicles in trouble as they could, not just their own company’s. One of the team is to retire this year after 37 years’ service and the judges felt it would be timely and appropriate to give due recognition to team members’ achievements, both individually and collectively.


Transdev London     Hounslow CCTV Team

Crimestoppers in HounslowThe work of this team helps to ensure that staff and passengers can enjoy a safer environment on the buses. The team comprises CCTV Analysts Richard Austin, Dilip Shah and Tayyab Hameed. Last year they investigated 1,406 CCTV requests of which 216 came from the Met Police.

The requests covered criminal damage, assaults, customer service queries, serious crime and road traffic collisions - which can involve analysing highly distressing situations.  Meawhile, bus-related criminal damage, theft and handling offences dropped by 24% and 16% respectively over the year.

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