Case study

Transport for London - Dial-a-Ride service

Improving transport for Londoners with a disability

Dial-a-Ride (DaR) is a door-to-door transport service for people in London with a disability who cannot use conventional public transport. There was considerable customer dissatisfaction with the service, particularly regarding its lack of flexibility and poor organization.

PA Consulting Group and Transport for London worked together to create a new strategic direction for DaR as a public transport service, underpinned by a far-reaching change programme. Listening to customers has led to significant improvements. A London-wide DaR now offers a fuller range of services; delays in getting through to the booking line have reduced by almost 50% and customers have greater freedom to choose their journey times and destinations.

"PA developed a clear and compelling view of Dial-a-Ride, and were critical to the process of turning the service round and refocusing on its customers. They put commitment and dedication into developing a new vision for this public service, combing real sensitivity to the needs of customers, and understanding the requirement for business efficiency."

Peter Hendy, Managing Director for Surface Transport, Transport for London