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“When MTR Crossrail took over the operation of the Liverpool Street to Shenfield line in May 2015 and the Paddington to Heathrow Section in May 2018, it is estimated that the Ticketless Travel rate was somewhere above 5% in both areas.
The Revenue Protection team have achieved fantastic results since the start of the concession and this has been confirmed by the dramatic performance increase on the Western Section. In the last quarter we achieved our second best result on the East, 1.08%, and our best result on the West of 2.09% (against a target of 2%). This is an amazing achievement considering over 80% of the stations on the west do not have a gateline!
The role of the Travel Safe Team is not only about revenue protection but also deterring antisocial behaviour on the routes and providing a better environment for our fare paying customers.
The team have achieved fantastic results since the start of the concession and this has been confirmed by the dramatic performance on the Western Section.
Over the last few years the revenue team has developed an Annual Revenue Protection Plan to reduce ticketless travel. A number of new initiatives have been introduced and continued during this period and best practice from the Western Section was introduced on the Eastern Section. We believe that it is important to encourage the whole company to get involved with revenue protection which has included our Managing Director, the management team and all our colleagues on stations and on trains.
Below are some examples of what we have achieved.
•We have introduced 2 new teams totalling 2 Travel Safe Managers and 43 Travel Safe Officers
•We have developed a Revenue Intelligence App which enables all MTR colleagues to report incidents of fare evasion. Last period we had 3,738 pieces of intelligence which helps us deploy our resource. We have also shared this information with other operators (GWR & South Eastern) and the BTP.
•We work collaboratively with the British Transport Police and Land Sheriffs to develop a programme of activities. The team have provided valuable support during BTP lead operations.
•A programme of joint TOC blocks has been developed and we regularly pool our resource achieving significant results.
•Prior to the commencement of operations and the introduction of gatelines we introduced a team of pushback colleagues to encourage all customers to purchase a ticket before they enter the station and to validate their cards on entry and exit. This is continuing in our key non gateline locations on the West. We have already introduced pushback staff at West Drayton even though the train service does not start until December. We will introduce further activity prior to launch date.
•We regularly hold days of action where members of the HQ team come out on the line with the team and experience what it is like to be a Travel Safe Officer. This has increased understanding of the role and re-emphasises our Revenue Protection culture.
•Body Cameras have been introduced extensively to the Travel Safe Tea, Land Sheriffs, Gateline team and Pushback Team. Currently we have introduced 130 cameras so far and this will be increased
•We have a structured Revenue Protection Partnership Meeting which takes place quarterly involving, all TOCs that we are connected with, ITAL, BTP, Land Sheriffs and TFL.
•A full programme of training was introduced as the team increased and now includes a comprehensive induction course and regular refresher training. TfL also support the Irregularity Report course and provide Court Room Training.
•The data from our Revenue Intelligence, the quarterly Ticketless Travel Surveys and the activities of the Travel Safe Team are combined to provide a comprehensive overview of the teams activities and help us to develop our Travel Safe activities.
•The team also provide an invaluable resource during times of disruption and support the station and control team by deploying to appropriate hot spots to assist with management of the incidents and customer service.
•We have also supported the Heathrow based team by providing additional platform and on train resource to make sure that customers are travelling on the correct service (Heathrow Express / TfL Rail)
•All our initiatives are regularly reviewed and planning is well underway for the introduction of the train service between Paddington and Reading in December 2019.
The revenue protection team is a key part of our customer experience team and played an integral role in TFL Rail achieving our best ever score in the NRPS survey.“
“Working tirelessly hard and a successfully reduced ticket less travel below the company target of 2%“
“For outstanding service in prevention and detection of ticketless travel and repeated successes regarding TTR results on the east and the west showcase how effective both the teams in fact have been.“
“Once again the Rail Staff Awards did not fail to impress! The event was a fantastic spectacle and Bridgeway were proud to sponsor for the 9th year in a row.”
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