Transport for London | Rail
London Underground (TFL) is London’s public transit system.
It serves 270 stations and has over 400 kilometres of track; 55% of which is above ground. The refurbishment and maintenance of this infrastructure is delivered by thousands of construction and support workers – the majority of whom are employed by contractors and sub-contractors, not directly by Transport for London.
Transport for London (TfL) manages a vast supply chain to undertake maintenance on its network. The business identified a significant cost-saving by bringing more of its training in-house, which would also ensure a consistent standard of training provision. Key to this plan was the introduction of an online training solution that would enable TfL to manage and run more training internally – cutting costs to the business and in turn for its supply chain – by reducing the administrative burden and moving from a post-course invoicing process to payment by credit card at the time of booking eliminating the need to chase for payment.
- A Reference Point client for over a decade, the solution we supply manages approximately 33,000 individual bookings per annum with ease, covering the directly-employed workforce and a supply chain employed by more than 500 companies.
- More than 80 courses are held each week across London at TfL’s training venues and depots.
- Covering a range of industry-specific courses: from universal safety inductions, track protection training to highly specialised courses such as escalator maintenance.
TfL were looking to replace the dated online booking system and migrate to a modern intuitive system to manage all aspects of course administration, including online payment, cancellations and delegate substitutions.
By providing a feature-rich and user-friendly system, the intention was also to improve delegate attendance through real-time booking and cancellation functionality and enable TfL to deliver more training without adding to its administrative head-count.
A further requirement was access to a suite of reporting tools to be able to monitor and report activity including booking numbers, cancellations, course outcomes, revenue and payments.
TfL selected CourseSight due to the systems renowned reputation within the market place as a comprehensive solution that meets the needs of all training providers without the additional cost of customisation.
Reference Point worked closely with TfL to ensure the migration to CourseSight was seamless and relevant communication was sent out to the supply chain of TfL.
The system allows TfL to list and run a range of different training events at a variety of venues and to control the courses that are visible online to users. The latter is managed by controlling access for approved companies working for Transport for London using a unique linking function, as well as individuals, enabling them to view relevant courses. In addition, specific courses aimed at particular companies or user groups can be restricted to only these groups for online booking.
All joining instructions and course briefing materials are sent automatically to delegates and bookers when relevant actions are applied within the system. To ensure full control the system has the capability to allow administrator intervention at any stage – for example; to allow a client to phone and book training directly with the administrator if they are unable to access the system.
Course prices can be flexed and adjusted easily to assist administrators with the alteration of future course dates and the implementation of booking incentives. Payment on account is also available for specific clients as an alternative to instant online payment.
Administration associated with the scheduling of courses is significantly reduced through a course repeat function, allowing the addition of course instances through the date selection tool - in a matter of seconds.
The principal outcome of implementing CourseSight has meant that TfL has increased the efficiency of administration, allowing more training to be scheduled. In addition, improved management of bookings has allowed TfL to enhance the overall experience to their customers.
The system handles tens of thousands of individual delegate bookings per year, from a portfolio of almost 100 different courses run by TfL including inductions, safety, first aid and specialist skills including track and signaling
In the first week on CourseSight TfL took over £10,000 in bookings, listed 66 courses and, using the instant repeat function, listed over 250 course dates all achieved with a team of only three administrators.
The system securely processes the online payment as standard and has contributed to a reduction in costs for TfL by automating payment collection.
One of the other unforeseen positive outcomes was a reduction in “churn” in the supply chain: by creating a framework of baseline training that everyone in the supply chain must achieve, has resulted in reduced churn and retained a core team of key underground workers.
CourseSight continues to be a key component of TfL’s training delivery service since its launch.