Taxicard in Southwark: a survey and report 2002-2003 EXECUTIVE SUMMARY Taxi art displayed in a shopping centre Research into the London Borough of Southwark s Taxicard Scheme Alistair Beattie and Daniel Sartin www.alistairbeattie.co.uk
Executive Summary Background to the Taxicard user survey in Southwark The Taxicard scheme allows its members to make subsidised taxi trips in licensed London taxis. It was introduced to meet the transport needs of disabled Londoners who have difficulty in using or who are unable to use public transport. The scheme was established in 1983 and is now run by the London boroughs and is administered on their behalf by the Taxicard section of the Association of London Government s London Mobility Unit. Since the election of Ken Livingstone as Mayor of London in 2000, Transport for London has taken an increasing role in both policy relating to, and funding of, the London Taxicard scheme. In 1999 Laurence Gouldbourne (then the Equalities Officer at LB Southwark with responsibility for the Taxicard scheme, since departed) and Daniel Sartin (then Campaigns Officer at the Dial-a-Ride and Taxicard Users Association, since departed) worked together to establish a forum which would allow Taxicard users to become involved in the management and monitoring of their own service. Previous attempts at creating such a forum had run into the sand, leading Laurence to approach Daniel Sartin as DaRT had 250 members in the borough all Taxicard users who could be written to requesting their involvement. which did deliver tangible benefits to users. As STUG developed it became frustrated at the lack of data available to aid management of the scheme at a local level. Although the ALG s statistics gave broad indicators as to the reliability or otherwise of the scheme, the number of users, and so on, STUG wished to carry out its own Southwark-based research to examine in more detail what users experience was of Taxicard, and to find out from users at the ground level what might be done to improve the service they so relied upon. Added to this was the aim of bringing together key players in the Southwark transport scene LB Southwark s Transport Department, the ALG, TfL, the local health authority, taxi companies, etc in order to work out a strategy for Taxicard which would take account of external factors and services. Thus the Southwark Taxicard User Group (STUG) was formed. It developed its own constitution and modus operandi, and went on to assist and advise Laurence Gouldbourne with making developments to the Taxicard scheme. Improvements were made, under STUG s direction, in particular to the scheme s run-in charge and trip entitlements, 2
Methodology and context The views of Southwark Taxicard users were obtained through the use of a specially devised Taxicard diary, as well as group and individual interviews with service users, their representatives and service providers. The diary was produced by the Equalities section of Southwark Council, which had responsibility for the Taxicard scheme in the Borough at that time. The diary was formulated after several meetings of the Southwark Taxicard User Group. The Diaries asked Taxicard users to record details of up to 9 trips made in a period covering most of August 2002 and up to early September. The Diary included questions on whether their trip was satisfactory, whether the taxi was late arriving, how much taxi fare the user paid, and their destination. Focus group and individual interviews were held with service users, with help primarily from the Southwark Pensioners Forum and Southwark Disability Association. Interviews were also conducted with representatives from DaRT the Dial-a-Ride and Taxicard Users Association, the main taxi provider ComCab, Transport for London s Access and Mobility Unit, and LB Southwark. Further information and comment was provided by the ALG Taxicard section and the Pilot Manager of the Commission on Accessible Transport. A valuable perspective on the scheme was provided by a taxi driver from Diala-Cab the other contractor provided for the scheme. Findings and recommendations A number of valuable insights into the operation of the scheme were obtained, including the identification of a number of main issues for service users. A series of recommendations are summarised here and included in more detail in the body of the report. The difficulties in using the scheme identified by users in the survey have to be seen in the context of the value attached to the scheme by most users 91% of users returning the Taxicard Diaries were generally satisfied with the service. An even higher figure 95% expressed satisfaction with the booking operators. Nevertheless there were a number of areas of difficulty identified: one of the most significant findings was the lack of information about the scheme generally and a surprisingly low level of knowledge of the scheme s operation, even amongst regular Taxicard users this was a factor in reducing use of the scheme by members interviewed 3
Southwark suffers from a comparatively poor taxi service compared with other inner London areas some areas in the Borough are particularly affected by a shortage of available taxis some users have difficulties in getting onto many of the available taxis there is a clear need for disability awareness training amongst drivers there are problems with taxis being late. Summary of main recommendations Information strategy An information strategy to increase local awareness of Taxicard scheme and its operation should be conducted by the Borough of Southwark. Serious consideration should be given to using extra money for the scheme made available by the Mayor of London to fund this strategy. The Boroughs black and minority ethnic communities should be particularly targeted due to the particularly low level of knowledge of the scheme amongst these communities. A number of specific recommendations detail how this strategy could be implemented: more leaflets/booklets on Taxicard to be distributed to voluntary organisations in the Borough leaflets/booklets on the scheme also to be distributed to public places e.g. GP surgeries, post offices, supermarkets, etc leaflets on the scheme to be distributed to all people on Southwark s Social Ser vices registry (this could be included within another mailing to save costs) use local newsletters e.g. those produced by tenants associations and disabled and older people s organisations to publicise the scheme use free newsletters and publications e.g. Southwark Lifestyle which should go to all the Borough s residents produce information in accessible formats e.g. Braille and on tape use the Southwark Talking newspaper an advert in the local press a quarterly or bi-annual information sheet for Taxicard users; to keep users abreast of changes and encourage involvement in the development of the scheme a mobile road show would convey information to isolated areas of the Borough and to potential users who have difficulty in accessing public information locations 4
extra copies of Transport for All magazine could be distributed to resources and organisations used by potential Taxicard users an explanatory video could be made consideration should be given to improving the knowledge of taxi drivers of the benefits of taking part in the scheme User involvement It should be a high priority to form a fully representative and empowered Mobility Forum in the borough to involve service users in the planning and delivery of accessible transport services in the Borough. More specifically: it is vital to identify where the clear responsibility for creating the Forum lies in the Borough all relevant interest groups from the statutory, and voluntary and provider sector should be consulted on the creation and operation of the Mobility Forum the Mobility Forum should produce an accessible transport policy for Southwark as a high priority the views of disabled people and older people should be sought on what they expect from a Mobility Forum the Mobility Forum should approve all relevant consultative exercises in the Borough clear guidelines should be given and implemented on the Mobility Forum s operation the Taxicard User Forum should be a sub-committee of this Forum and used as a base for the Forum s creation the Mobility Forum should have a role in dealing with local Taxicard complaints Other recommendations Taxicard users should be given estimates of the likely trip cost taxi drivers should be insured against injuries received whilst assisting scheme users Parking regulations should be changed to allow drivers to leave the cab to assist passengers to and from the taxi consideration should be given to the introduction of priority or increased trips for Taxicard users who have no alternative means of transport Southwark should consider improving the local taxi supply by the establishment of a voucher scheme for Taxicard users with minicab providers, similar to schemes already established in Kingston and Richmond the Transport Department should seek to recruit more disabled people Southwark should establish taxi island ranks to allow suburban drivers to pick up fares in the Borough and therefore increase the local taxi supply 5
stagecoaching should be introduced to allow Taxicard users to use more than one trip subsidy to subsidise longer trips carers facing long journeys after travelling with a Taxicard user to provide necessary assistance should have these journeys subsidised or if this is not practical, there should be consideration of a pilot scheme to enable carers in this situation to be transported back to their own homes undertaking Taxicard work there should be consideration of a 10 spot fine if the taxi fails to arrive when booked users should be phoned in all cases where the taxi is going to be late Taxicard users should be alerted in advance when the arrival of the taxi is imminent Londonwide developments there should be a standard eligibility assessment for all accessible transport schemes eg Blue Badge, Taxicard and Dial-a-Ride Southwark should consider the integration of Taxicard with other transport services eg Dial-a-Ride consideration should be given to the introduction of personal travel budgets for Taxicard users. users with special needs should have this flagged up when they book a taxi, through information kept on a database or at the booking office information on the service window whereby a taxi may arrive 15 minutes either side of the booking time should be more prominently indicated through the information strategy and in the Taxicard booklet Dial-a-Cab should be able to be hailed in the street by Taxicard users consideration should be given to an increase in the taxi run in times in Southwark taxi drivers should receive bonus payments as an extra incentive for Consideration of recommendations It is strongly recommended that a timetable for the consideration and any agreed implementation of these recommendations should be worked out as soon as possible by the Taxicard User Forum and the relevant departments of LB Southwark in conjunction with relevant service providers. Report authors: Alistair Beattie LLB, MSc 16 Fairlop Road, London, E11 1BL tel/fax: 020 8558 4979 email: support@alistairbeattie.co.uk www.alistairbeattie.co.uk Daniel Sartin MA 18 Anglesea Street, Worthing, BN11 4AX tel: 01903 207180 email: dansartin@beeb.net 6