Using data driven demand management to avoid a car led transport recovery

Frank Ibe

17 June 2021

Frank Ibe will speak about how Transport for London are restoring passenger confidence and managing demand in the webinar ‘Restoring passenger confidence in rail: the power of demand management‘ on 7 July 2021

“Within TfL, our strategy for restoring passenger confidence focuses on a multi-channel, data driven, customer campaign, reminding Londoners of the benefits of using rail and other forms of public transport. We’ve been engaging Londoners emotionally on things they have missed (Arts, Social, Shops, leisure, Work/colleagues…. etc) which are accessible again using public transport. That emotional connection is critical to avoid a car led recovery – which would be very bad news for the city, people mobility and the environment.

In order to restore passenger confidence, we’ve placed strong emphasis on customer wellbeing, with continued reassurance of safety, cleanliness and orderliness on the system, while also providing information to spread demand and minimise crowding at peak times.

But we’ve also taken a holistic approach to demand management by engaging key London stakeholders and businesses in this vital work – making sure we have established partnerships with key venues/activities/sectors across this vibrant city.

We have had to ‘Think Customer’ more than ever – and every member, of every team, within our organisation will play an important part in winning back customer confidence – by doing what we do best – with the customer at the centre of all our decision making. We recognise that our ‘customer base’ may change & evolve post-pandemic, but by focusing on the analysis of data gathered on what really matters to our customers [now], we will continue to win our customers back, restoring confidence in rail and avoid a car lead recovery.”

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About the author

Frank Ibe is currently Head of Line Operations (Bakerloo and Victoria Lines) at Transport for London. Frank is a leader in rail transport operations & the customer service industry, with over 24 years of senior management experience leading large teams. He works with key stakeholders and local government officials in order to continually deliver transport service improvements to London’s traveling public. Frank has delivered keynote presentations at several conferences around the world, more recently giving talks at webinars in Boston and (Asia Pacific Rail)
– Bangkok, around the importance of post-Pandemic recovery in rail.

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