Governance Committees and Panels: TfL Customer Service and Operational Performance Panel

Agenda, minutes and papers. Subjects include: 1. Apologies for absence and chair's announcements. 2. Declarations of interests. 3. Minutes of the Customer Service and Operational Performance Panel held 24 February 2021. 4. Matters arising and actions list. 5. Communication and stakeholder engagement during the Coronavirus pandemic. 6. Enterprise risk update: TfL asset condition unable to support TfL outcomes (ER12). 7. Members' suggestions for future discussion items. Part 2 subjects include: 11. Enterprise risk update: TfL asset condition unable to support TfL outcomes (ER12). Also includes: Minutes of the Customer Service and Operational Performance Panel held 14 July 2021 (signed).

Agenda, minutes and papers. Subjects include: 1. Apologies for absence and chair's announcements. 2. Declarations of interest. 3. Minutes of Customer Service and Operational Performance Panel held 14 July 2021. 4. Matters arising an actions list. 5. Quarterly Customer Service and Operational Performance Report – quarter 1 2021/2022. 6. Bus services to London’s hospitals. 7. Winning back our customers. 8. Enterprise risk update – disparity leading to unequal or unfair outcomes (ER11). 9. Members’ suggestions for future discussion items. Agenda Part 2: 13. Enterprise risk update – disparity leading to unequal or unfair outcomes (ER11). Also includes: Minutes of Customer Service and Operational Performance Panel held 7 October 2021. (signed)

Agenda, minutes and papers. Subjects include: 1. Apologies for absence and chair's announcements. 2. Declarations of interest. 3. Minutes of the meeting of the panel held on 24 January 2018. (unsigned) 4. Matters arising and actions list. 5. Quarterly Customer Services and Operational Performance Report. 6. Review of bus services to London’s hospitals - update. 7. Independent evacuation of disabled people from London Underground stations in a security incident. 8. Assisted Transport Services. 9. London Underground Station Action Plan update. 10. Member suggestions for future agenda discussions. 11. Any other business the chair considers urgent. 12. Date of next meeting. 13. Exclusion of press and public. Part 2 subjects include: 14. Independent evacuation of disabled people from London Underground stations in a security incident. (missing)

Agenda, minutes and papers. Subjects include: 1. Apologies for absence and chair's announcements. 2. Declarations of interest. 3. Minutes of the previous meeting.(unsigned) 4. Matters arising and actions list. 5. Quarter 4 Customer and Operational Performance Report. 6. Review of bus services to London’s hospitals. 7. Taxi and private hire licence fees. 8. Taxi and private hire - an overview of enforcement activity. 9. Cash free trams. 10. Future mobility business models. 11. Ticketing: improvements for customers and driving down costs. 12. TfL International Benchmarking Report. 13. Working in partnership with other UK cities. 14. London Underground Station Action Plan. 15. Travel Demand Management. 16. Social Needs Transport. 17. Member suggestions for future agenda discussions. 18. Any other business the chair considers urgent. 19. Date of next meeting.

Agenda, minutes and papers. Subjects include: 1. Apologies for absence and chair's announcements. 2. Declarations of interest. 3. Minutes of Customer Service and Operational Performance Panel held 13 July 2022. 4. Matters arising an actions list. 5. Quarterly Customer Service and Operational Performance Report – quarter 1 2022/202. 6. Enterprise risk update – asset condition unable to support TfL outcomes (ER12). 7. Members’ suggestions for future discussion items. Agenda part 2: 11. Enterprise risk update – asset condition unable to support TfL outcomes (ER12).

Agenda, minutes and papers. Subjects include: 1. Apologies for absence and chair's announcements. 2. Declarations of interest. 3. Minutes of Customer Service and Operational Performance Panel held 4 October 2023. 4. Matters arising an actions list. 5. Customer Safety and Security update. 6. Assisted Transport Services update. 7. Elizabeth line performance. 8. Quarterly Customer Service and Operational Performance Report - quarter 2 2023/2024. 7. Elizabeth line performance. 8. Step-Free access update. 9. Members' suggestions for future discussion items. Agenda part 2: 13. Customer Safety and Security update. Also includes: Minutes of Customer Service and Operational Performance Panel held 5 December 2023 (signed).

Agenda, minutes and papers. Subjects include: 1. Apologies for absence and chair's announcements. 2. Declarations of interests. 3. Minutes of the Customer Service and Operational Performance Panel held 7 October 2021. 4. Matters arising and actions list. 5. Customer Services and Operational Performance Report - Quarter 2, 2021/2022. 6. Assisted transport services update. 7. Update on customer safety and security. 8. Members' suggestions for future discussion items. Also includes minutes of meeting of Customer Service and Operational Performance Panel held 7 December 2021 (signed).

Agenda, minutes and papers. Subjects include: 1. Apologies for absence and chair's announcements. 2. Declarations of interests. 3. Minutes of the Customer Service and Operational Performance Panel held 18 November 2020. 4. Matters arising and actions list. 5. Communication and stakeholder engagement: enabling the recovery from Covid-19. 6. Insights from data during Covid-19. 7. Assisted transport services update. 8. Strategic overview of cycling in London annual update. 9. Public Engagement and Consultation: a focus on the London Streetspace Programme. 10. Enterprise risk update: major service disruption (ER3). 11. Enterprise risk update: loss of stakeholder trust (ER 6). 12. Enterprise risk update: disparity leading to unequal or unfair outcomes (ER 11). 13. Members' suggestions for future discussion items. Part 2 subjects include: 17. Enterprise risk update: loss of stakeholder trust (ER 6). 18. Enterprise risk update: disparity leading to unequal or unfair outcomes (ER 11). Also includes: Minutes of the Customer Service and Operational Performance Panel held 24 February 2021 (signed).

Agenda, minutes and papers. Subjects include: 1. Apologies for absence and chair's announcements. 2. Matters arising and actions list. 3. Quarterly Customer Service and Operational Performance Report – quarter 3 2019/2020. 4. Bus strategy – next steps. 5. Customer journey modernisation. 6. Noise on public transport. 7. Accessibility and the step free tube challenge. 8. Members’ suggestions for future discussion items.

Agenda, minutes and papers. Subjects include: 1. Apologies for absence and chair's announcements. 2. Declarations of interests. 3. Minutes of the Customer Service and Operational Performance Panel held 23 September 2020. 4. Matters arising and actions list. 5. Communication and stakeholder engagement: enabling the recovery from Covid-19. 6. Enterprise risk update -TfL asset condition unable to support TfL outcomes (ER12). 7. Customer insights for the post Covid-19 recovery. 8. Assessing the effectiveness of social media. 9. Members' suggestions for future discussion items Part 2 subjects include: 13. Enterprise Risk Update -TfL Asset Condition Unable to Support TfL Outcomes (ER12). Also includes: Minutes of the Customer Service and Operational Performance Panel held 18 November 2020 (signed).

Agenda, minutes and papers. Subjects include: 1. Apologies for absence and chair's announcements. 2. Declarations of interest. 3. Minutes of the meeting of the Customer Service and Operational Performance Panel held 13 July 2017. (unsigned) 4. Matters arising and actions list. 5. Customer and Operational Performance Report Quarter 2. 6. Crime and confidence on public transport. 7. Assisted Transport Services. 8. London Underground Station Action Plan. 9. Accessible transport. 10. Transparency, Freedom of Information and Data Protection. 11. Member suggestions for future agenda discussions. 12. Any other business the chair considers urgent. 13. Date of next meeting.

Agenda, minutes and papers. Subjects include: 1. Apologies for absence and chair's announcements. 2. Declarations of interest. 3. Minutes of the meeting of the panel held on 13 June 2019. (unsigned) 4. Matters arising and actions list. 5. Quarterly Customer Services and Operational Performance Report. 6. Gospel Oak to Barking line - update. 7. Strategic risk update - Loss of External Stakeholder Trust (Strategic Risk 6). 8. Member suggestions for future agenda discussions. 9. Any other business the chair considers urgent. 10. Date of next meeting. Part 2 subjects include: 11. Strategic risk update - Loss of External Stakeholder Trust (Strategic Risk 6). Also includes: Minutes of the Customer Service and Operational Performance Panel held 12 September 2019. (signed)

Agenda, minutes and papers. Subjects include: 1. Apologies for absence and chair's announcements. 2. Declarations of interest. 3. Minutes of Customer Service and Operational Performance Panel held 12 July 2023. 4. Matters arising an actions list. 5. Quarterly Customer Service and Operational Performance Report - quarter 1 2023/2024. 6. Deep-dive on TfL's care score. 7. Elizabeth line performance. 8. Step-Free access update. 9. Taxi and Private Hire vehicle complaints update. 10. Members' suggestions for future discussion items Also includes: Minutes of Customer Service and Operational Performance Panel held 4 October 2023 (signed).

Agenda, minutes and papers. Subjects include: 1. Apologies for absence and chair's announcements. 2. Declarations of interest. 3. Minutes of the previous meeting. (unsigned) 4. Matters arising and actions list. 5. Quarterly Customer Services and Operational Performance Report. 6. Night Tube one year on. 7. Customer Information strategy: Signage and Wayfinding. 8. Member suggestions for future agenda discussions. 9. Any other business the chair considers urgent. 10. Date of next meeting.

Agenda, minutes and papers. Subjects include: 1. Apologies for absence and chair's announcements. 2. Declarations of interest. 3. Minutes of Customer Service and Operational Performance Panel held 4 October 2022. 4. Matters arising an actions list. 5. Quarterly Customer Service and Operational Performance Report – quarter 2 2022/2023. 6. Deep-dive on TfL’s care score. 7. Assisted transport services update. 8. Operation London Bridge. 9. Tube noise. 10. Customer safety and security. 11. Members’ suggestions for future discussion items.

Agenda, minutes and papers. Subjects include: 1. Apologies for absence and chair's announcements. 2. Declarations of interest. 3. Minutes of the previous meeting. (unsigned) 4. Matters arising and actions list. 5. Customer Performance Report. 6. Customer Information Strategy and programme. 7. Operational Performance Report. 8. Night Tube implementation. 9. Taxi fares and tariffs update. 10. London Underground Station Action Plan. 11. Transparency. 12. Member suggestions for future agenda discussions. 13. Any other business the chair considers urgent. 14. Date of next meeting.

Agenda, minutes and papers. Subjects include: 1. Apologies for absence and chair's announcements. 2. Declarations of interest. 3. Minutes of Customer Service and Operational Performance Panel held 17 March 2022. 4. Matters arising an actions list. 5. Quarterly Customer Service and Operational Performance Report – quarter 1 2022/202. 6. Assisted transport services update. 7. Cycling action plan update. 8. Customer safety and security update. 9. Enterprise risk update – loss of stakeholder trust (ER6). 10. Members’ suggestions for future discussion items. Agenda part 2: 11. Enterprise risk update – asset condition unable to support TfL outcomes (ER6). Also includes: Minutes of Customer Service and Operational Performance Panel held 13 July 2022 (signed).

Agenda, minutes and papers. Subjects include: 1. Apologies for absence and chair's announcements. 2. Declarations of interest. 3. Minutes of the meeting of the panel held on 13 February 2019. (unsigned) 4. Matters arising and actions list. 5. Quarter 4 Customer Service and Operational Performance Report. 6. Healthy Streets Check for Designers. 7. Borough engagement. 8. London Underground Station Action Plan. 9. TfL and Metropolitan Police Vision Zero Action Plan. 10. Customer Accessibility Programme – 2018/2019 delivery update. 11. Assisted Transport Services. 12. Review of bus services to London’s hospitals – 2019 update. 13. Strategic risk update. 14. Member suggestions for future agenda discussions. 15. Any other business the chair considers urgent. 16. Date of next meeting. 17. Exclusion of press and public. Part 2 subjects include: 18. Strategic risk update – operational reliability. (missing)

Agenda, minutes and papers. Subjects include: 1. Apologies for absence and chair's announcements. 2. Declarations of interests. 3. Minutes of the previous Customer Service and Operational Performance Panel held 12 September 2019. 4. Matters arising and actions list. 5. Quarterly Customer Service and Operational Performance Report – quarter 2 2019/2020. 6. Tackling theft offences on TfL networks. 7. River operations. 8. Assisted transport services. 9. Members' suggestions for future discussion items.

Agenda, minutes and papers. Subjects include: 1. Apologies for absence and chair's announcements. 2. Declarations of interest. 3. Minutes of Customer Service and Operational Performance Panel held 7 December 2021. 4. Matters arising an actions list. 5. Quarterly Customer Service and Operational Performance Report – quarter 3 2021/2022. 6. Enterprise risk update – major service disruption (ER3). 7. Members’ suggestions for future discussion items. Agenda Part 2: 11. Enterprise risk update – major service disruption. (ER3) Also includes: Minutes of Customer Service and Operational Performance Panel held 17 March 2022 (signed).

Agenda, minutes and papers. Subjects include: 1. Apologies for absence and chair's announcements. 2. Declarations of interest. 3. Minutes of Customer Service and Operational Performance Panel held 22 March 2023. 4. Matters arising an actions list. 5. Quarterly Customer Service and Operational Performance Report - quarter 4 2022/2023. 6. Cycling action plan 2. 7. TfL Go update. 8. Digital wayfinding for cycling. 9. Customer safety and security update. 10. Hate crime campaign. 11. Assisted Transport Services update. 12. TfL - Summer preparedness 2023. 13. Members' suggestions for future discussion items.2 Agenda part 2: 17. Customer safety and security update.

Agenda, minutes and papers. Subjects include: 1. Apologies for absence and chair's announcements. 2. Declarations of interests. 3. Minutes of the Joint Meeting of the Safety, Sustainability and Human Resources Panel and the Customer Service and Operational Performance Panel held 10 June 2020. 4. Matters arising and actions list. 5. Communication and stakeholder engagement: enabling the recovery from Covid-19. 6. Enhanced approach to public engagement and local advocacy - a focus on the London Streetspace Programme. 7. Assisted Transport Services update. 8. Bus services to London's hospitals – 2020 update. 9. Members' suggestions for future discussion items. Also includes: Minutes of Customer Service and Operational Performance Panel held 23 September 2020.