Roberts N – REPORT OF THE INVESTIGATION INTO THE ADEQUACY OF BRITISH RAILS LONDON SERVICES 1986

Description

The report argues that improving information provision is central to optimising London’s complex transport network (bus, Underground, BR). It frames travellers as active operators who form action plans, travel plans and execute journeys, requiring feedforward (what to do next) and feedback (confirmation they are in the right place). Usability depends on both physical distribution and conceptual design of information; better information raises perceived benefits and lowers perceived costs, increasing patronage and reducing anxiety from delays. Studies quantify passengers’ willingness-to-pay for improved real-time and on-train information and show perceived journey length and complexity are shaped by stages, changes and delays. The report calls for coherent, consistent presentation across modes, integrated fares/through-ticketing, single-centre information/ticketing at interchanges, wide publicity and development of a TRAVEX intelligent travel-inquiry and through-ticketing system with real-time displays. User submissions reinforce these needs, reporting inadequate information, unreliable services, overcrowding, poor station conditions, security concerns, confusing fares and difficult interchanges, and urging better signage, staffing, accessibility and coordination.