Case study

Management Consultancies Association

Best Management Practice Awards 2004

Change Management Category - Silver Award

Client: Transport for London

Delivering a safer and more reliable bus network for London

When Ken Livingstone was elected Mayor of London, two of his key election promises were to reduce congestion and to improve the public transport system. Transport for London (TfL) asked PA Consulting Group to help shape and deliver a strategy to encourage more people to switch away from cars and towards public transport, in particular buses.

PA identified and validated a set of initiatives to reduce crime and fear of crime on buses and in taxis, and to improve bus flow demonstrably. These initiatives were achieved by applying world-leading expertise in systems dynamics modelling, evidence-based strategy development, a proven framework for delivering change effectively, effective stakeholder management and a tailored approach to project delivery.

Speed was imperative for this high-profile initiative. The solution was implemented in time for the introduction of the London Congestion Charging Scheme in February 2003.

There has been a reduction in crime on surface transport, thanks to the presence of almost 1,000 uniformed officers working as a dedicated transport policing command unit. The number of people travelling by bus in London has increased by 13% in the last two years, reflecting increased confidence in the system and its safety, as well as the improvements to the frequency and reliability of the service - findings also confirmed by customer feedback.

"PA's contribution to the Transport Enforcement initiative has been pivotal in shaping and delivering this key programme for Transport for London and the Mayor. The PA consultants have become part of our joint team with the Metropolitan Police Service and through working together have enhanced our capability to deliver a safer and better London Bus Network."

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