Case Studies

Following major engineering work overruns outside of the control of Virgin, over 1,230,000 people had journeys disrupted during the 2007 Christmas and New Year period. Virgin wanted to offer any customer who had travelled during this period a free, 1st Class return rail ticket...

TfL required support to help manage a public consultation on the extension of the original central London Congestion Charging zone to the west as well as the subsequent implementation of the policy.

In 2004 Transport for London (TfL) ran a public consultation seeking Londoners and businesses views on a proposed Western Extension to the original central London Congestion Charging zone. As part of this consultation an information leaflet which included a questionaire seeking views on the proposals was distributed to London households, as well as businesses using a third party supplier. It was important for Transport for London to know if residents and businesses had received their leaflets.

Post a decision by the Mayor of London to proceed with extending the charging zone to the west, TfL ran a public information campaign to prepare Londoners and residents living within the extension area. TfL wanted to make residents aware that they could apply to register for a discount from the daily charge and to encourage early registration to avoid a last minute rush.

For Sport Relief 2008 the charity operated its own call centre within its London office to deal with enquiries about the Sainsbury’s Sport Relief Mile Events and sign up Milers to take part. Registrations and enquires by phone were expected to increase dramatically as the event date approached and offered to possibility that the charity’s own in-house service may not have the capacity to deal with the potential call volume. As a charity Sport Relief wished to keep their expense base as low as possible and not recruit an outsourced resource that may not be needed. Additionally the charity uses it’s own in-house system for managing registrations.