2014-04-24 Olympics Delivery – Lessons in delighting the customer

YRP Supporters
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Delighting the customer:
Lessons from the Olympic Games
Hugh Sumner
Director of Transport
Olympics Delivery Authority
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Supporter
Contributor
How transport supported a great
London 2012 Games
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Contents
1. The transport challenge of the Games
2. Transport performance during the Games
3. How transport ensured a successful Games
4. How transport will benefit in the future
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Transport had twin objectives – supporting a
great Games and keeping the UK moving
•
The Olympic and Paralympic Games are the biggest logistical challenge a city can face.
Transport had twin objectives for London 2012:
–
First, to support a great Games – helping athletes and officials reach events on time,
and providing slick and friendly transport for spectators
–
Second, to keep London and the UK moving – ensuring ordinary travellers could
get around, and helping businesses make the most of opportunities from the Games
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Challenge 1: Scale
Olympic Games
17,800 athletes and team officials
5,000 Olympic Family officials
22,000 media
7.4 million ticketed spectators
Paralympic Games
4,000 athletes and team officials
1,000 Paralympic Family officials
4,000 media
2.7 million tickets
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Challenge 2: Games in the heart of London...
Wembley Arena
Wembley
Stadium
Wimbledon
CENTRAL ZONE
Earls Court
Lord’s Cricket
Ground
Hyde Park
Horse Guards Parade
OLYMPIC PARK
Olympic Stadium
Aquatic Centre
Other Park venues
RIVER ZONE
North Greenwich Arena
Greenwich Park
Royal Artillery Barracks
ExCel
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...and across the UK as well
White Water Canoeing: Lee Valley
Football: Cardiff, Coventry, Glasgow,
Manchester and Newcastle
Mountain Biking:
Hadleigh Farm
Sailing:
Weymouth & Portland
Rowing and Canoeing:
Eton Dorney
Paralympic Cycling:
Brands Hatch
Each venue had its own regional and local transport challenges
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Challenge 3: A busy summer
2-5 June – Queen’s Diamond
Jubilee
21 June – London 2012
Festival began
Olympic Games
26-27 August – Notting Hill
Carnival
Olympics
MAY
JUNE
19 May – UK Olympic Torch
Relay began
JULY
21 July – Olympic Torch
arrived in London
Paralympics
AUGUST
SEPT
Paralympic Games
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Challenge 4: Daily variability
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The Olympics began with a flourish, with the
cycling road races in south west London
The
Mall
start /
finish
Richmond
Park
• Men’s race on Saturday 28 July and
women’s race on Sunday 29 July
• Roads closed in central and south west
London – motorists advised to avoid the area
• Extra interest from the home crowd following
British success in the Tour de France
• A million spectators lined the routes to watch
Box Hill loop
x 9 for men
x 2 for women
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50,000 spectators at Greenwich Park for
Cross Country on opening weekday
•
Most days at Greenwich Park saw
23,000 spectators, but 50,000
attended the Cross Country event
•
Opening weekday of the Games –
potential clash of commuters and
spectators
•
No Tube for Greenwich Park, so
national rail under pressure,
especially London Bridge station
•
One way flows and exit only
measures employed as needed at
the station
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Once the athletics competition began,
transport was busier than ever
• Up to 160,000 extra spectators over two
sessions for athletics
• Extra train services needed to accommodate
evening ‘bump-out’
• 600,000 ticketed spectators at events
across the capital on some days
• Record Tube ridership – 4.57m on 7 August!
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The sailing competition at Weymouth
presented its own challenges
• 20 days of competition across both
Olympic and Paralympic Games
• Limited road and rail capacity into
Weymouth
• With fine weather and British medal
hopefuls, spectator demand could
outstrip transport capacity
• Transport operators, LOCOG and
Dorset County Council worked closely
to plan services and communicate
challenges to local people
Distinct challenges of the Paralympics
•
100 per cent sell out – 2.7 million
spectators
•
London venues reduced from 24 to 15, but
with increased focus on east London
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School term began during the Paralympics,
pushing up background transport demand
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More spectators in groups, including large
numbers of school children
•
Accessibility of the transport system in focus
•
Many other major events happening in
parallel (e.g. Premiership football)
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The challenges were so great, some doubted
London and its transport system could cope
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Contents
1. The transport challenge of the Games
2. Transport performance during the Games
3. How transport ensured a successful Games
4. How transport will benefit in the future
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London 2012 drew record-breaking crowds
•
7.4 million ticketed spectators at the Olympic Games – including 6.25 million
in London alone – across 29 venues
•
A sell-out Paralympic Games for the first time, with 2.7 million ticketed
spectators across 15 venues
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London’s streets and parks were used to
create extraordinary sporting spectacles
• Roads were prepared, marshals deployed and
barriers erected to create the field of play for events
–
1 million attended Olympic Cycling Road Races
–
300,000 attended Olympic Marathons
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220,000 attended Olympic Triathlons
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200,000 attended Olympic Cycling Time Trials
–
50,000 attended Paralympic Marathons
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30,000 attended Olympic Marathon Swims
–
30,000 attended Olympic Race Walks
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And the city flourished beyond the Games
themselves
• Olympic live sites in Hyde Park and Victoria Park
London attended by 1.2 million people
• Other London 2012 Festival events attracted
12 million people
• GB athletes’ parade after the Games saw around
250,000 people line the streets of central London
• West End Tube station demand during the
Olympic Games seven per cent higher than in
2011, and as much as 27 per cent higher on
Saturday 4 August
• Many businesses benefited, with one survey
suggesting 42 per cent of large businesses
saw increased demand during the Olympic
Games, compared with 27 per cent reporting a
decrease*
* Survey of 100 large companies by Deloitte, 10 August 2012:
....http://www.deloitte.com/view/en_XB/xb/news/f2a6481981609310VgnVCM3000001c56f00aRCRD.htm
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All this meant public transport carried more
people than ever
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62 million Tube journeys during Olympics – 35 per
cent above normal – and 39 million in Paralympics
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6.9 million DLR journeys during Olympics – double
normal levels – and 4 million during Paralympics
•
6.3 million London Overground journeys during
Olympics – up 54 per cent on last year – and 4.1
million during Paralympics
•
18.5 per cent increase in national rail demand
•
1.4 million spectators used dedicated venue park &
ride, coach and bus services
•
86 million passengers on London Buses during the
Olympics and 63 million during the Paralympics –
slightly above last year
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Barclays Cycle Hire saw 642,000 hires over the
Olympics – 44 per cent above normal
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Transport worked well and received
widespread praise
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Transport commended by LOCOG
Chairman Lord Sebastian Coe, IOC
President Jacques Rogge and IPC
President Sir Philip Craven
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83 per cent of spectators said getting
home was ‘extremely good’
•
82 per cent of travellers thought the
transport network as a whole operated well
and only 5 per cent did not
•
High profile athletes, such as the US
Olympic Basketball team, were seen using
public transport
•
Freight Transport Association and Road
Haulage Association praised the operation
of London’s roads during the Games
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Contents
1. The transport challenge of the Games
2. Transport performance during the Games
3. How transport ensured a successful Games
4. How transport will benefit in the future
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Transport helped shape London’s 2005
winning bid
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Transport was central to London 2012 right
from the start, including the design and
delivery of London’s winning bid in 2005
•
The promise made to the IOC was to deliver
transport upgrades across London to
provide the capacity needed for the Games
•
The development of transport connectivity
for Stratford and for the Olympic Park have
been intrinsically linked
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Investment in infrastructure delivered a
major early legacy for London
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Tube line upgrades and new trains
•
Complete refurbishment of Stratford,
King’s Cross and St Pancras rail and
Tube stations
•
Extension and transformation of London
Overground, with new trains, stations
and signalling
•
A new line and extra carriages on DLR,
delivering 50 per cent more capacity
•
New lifts at key Games stations such as
Green Park and Southfields
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Javelin® service during the Games –
St Pancras to Stratford in 7 minutes
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These and other public transport infrastructure
upgrades have benefited people across London
Jubilee line upgrade: 33% more capacity
Javelin: St Pancras to
Stratford in 7 minutes
Overground: North
London line works
Overground: New,
state-of-art trains
Key station works
across London
DLR: extension to
Stratford
International
Central line upgrade: 30 trains an hour in peak
DLR: extension to
Woolwich Arsenal
Victoria line upgrade: new, state-of-the-art trains
and signalling, running 30 trains an hour in peak
DLR: 3 car upgrade,
50% more capacity
Overground: East London line extension
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Collaborative planning and operations
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An effective governance structure was
established early on to ensure London
2012, government and delivery agencies
could work together productively
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Transport partners contributed to a joint
transport plan, produced by the ODA
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A nationwide Games Transport Board was
set up to plan and deliver transport services
collaboratively
•
During the Games, the UK’s first ever
nationwide Transport Coordination Centre
(TCC) enabled transport operators to share
information and resolve incidents quickly
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Every facet of operations was tested
ahead of the Games
• The transport system was tested at all
levels, from the most detailed technical
elements, to the coordination of the system
as a whole, and its interaction with sports
events, security, government, etc.
• Test events such as the London Surrey
Cycle Classic demonstrated how the Games
would work
• A series of nationwide ‘command post’
exercises – such as a counter terrorism
exercise at Aldwych station – tested systems
and coordination
• Games time signage and ‘Last Mile’
arrangements were tested for real in
Stratford months before the Games begun
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Extra public transport services and staff
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Later and more frequent Tube, DLR, London
Overground and rail services on Games lines
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200 extra buses, plus some single deck
buses replaced with double-deckers
•
More and longer trains put on by train
operating companies
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Javelin service with 8-10 trains per hour
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Coach and park & ride services to venues
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4,000 TfL office staff in customer-facing
roles, plus 700 Network Rail Travel
Champions and 8,000 London Ambassadors
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Transport operators put in place measures to
create an exceptional customer experience
Integrated last mile
signage
Flexible station
management
Visible, friendly and
informed staff and
volunteers
Web and social
media tools
Printed maps and
information
Real time travel
information
Extra accessibility
information
Free Games
Travelcard
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A more accessible transport system
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London set out to be the most
accessible Games ever
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Almost 40,000 wheelchair users
attended the Games, with over 2,000
on the busiest days, plus people with
hearing and sight impairments, elderly
people, pregnant women and those
with other accessibility requirements
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With extra provisions – new lifts,
manual boarding ramps, accessibility
information and more – many
spectators could use public transport
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Keeping the UK moving and working
during the Games
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Despite investments, it was
recognised that demand could exceed
capacity at certain times and places
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£22m UK-wide Travel Demand
Management (TDM) programme
enabled spectators, businesses and
regular travellers to plan ahead
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Programme was a great success –
one third of Londoners reported a
change to their weekday daily travel
during the Games
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On the roads, motorists followed
advice to avoid areas affected by the
Games, with morning peak traffic in
central London down by 16 per cent
during the Olympics
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Contents
1. The transport challenge of the Games
2. Transport performance during the Games
3. How transport ensured a successful Games
4. How transport will benefit in the future
32
Much of London’s growth over coming years
will be focussed around the Olympic Park
• Area around the Olympic Park will benefit
for years to come
• Expected to see 50 per cent of London’s
population increase and 25 per cent of
new jobs over the coming years
• Transport improvements will help to
maximise the benefits brought by these
new sports facilities, parkland, homes and
business space
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However, the benefits of transport
investment reach well beyond East London
• £6.5bn invested to provide:
– Extra capacity
– Greater reliability
– Improved accessibility
– More connectivity
• ODA funded £429m of transport
improvements specially for the Games
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TDM has shown it is possible to change
travel behaviour
• TDM could be used in future to maximise
use of transport capacity, for example to:
– Provide a better customer experience
– Support major events, such as Rugby
World Cup 2015
– Manage transport incidents
– Delay investment in extra capacity
– Facilitate blockades for upgrade work
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Volunteers can be deployed at future events
and to help during upgrade work
• Assist both visitors and
Londoners better navigate
the network
• Used alongside travel
demand management and
customer communications
• Valuable front-line
experience for office staff
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Improved wayfinding and signage
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Integrated games signage provides
lessons for hosting other major events
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Consistent design and integrated
placement across all operators
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Accessibility signage greatly improved
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Exploring how best to use the TCC in legacy
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Infrastructure developed for the Games
can be re-used in legacy
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Determining the most cost effective way to
deploy TCC for:
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Planned events
(e.g. New Year’s Eve, London
Marathon, state occasions)
–
Major incidents
(e.g. extreme weather)
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London delivered
• The UK transport industry proved it can plan, build and operate a
network able to support the most challenging logistical exercise
• All this gives more evidence, if any were needed, that London and
the UK are great places to live, work and invest in
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Networking reception
• Trunk Bar at Radison Blu Grafton