Transport for London has confirmed a number of substantial improvements will be made to the licensing process for taxi and private hire vehicles, drivers and operators from next year.
NSL, the company contracted to run the new system will be responsible for providing the taxi and private hire vehicle licensing and inspection service, as well as an end to end IT system, which will be used by TfL staff for all other licensing and compliance activities.
When drawing up plans for the new service, TfL apparently listened to concerns and complaints from the taxi and private hire trade and has ‘worked hard ‘with NSL to identify significant improvements that will be delivered to customers.
These include computerisation of all driver and vehicle records, new and existing drivers and operators will be able to apply and renew online through a simple, quick and easy to use, account system that will also enable customers to track the progress of their application at any time.
Other benefits will be a simple, on-line booking for vehicle inspections; the ability for private hire operators to associate driver and vehicle information to their operator “account”; the supply of integrated hand held computer systems to TfL’s dedicated in-house Compliance Team so that they can use “real time” validation of licensee information whilst working on-street.
Helen Chapman, Deputy Director of Taxi and Private Hire, said: “We have made no secret of how the lack of good quality IT systems have hindered our ability and desire to provide our customers with the quality of service they deserve. Following a very thorough and comprehensive procurement exercise I am delighted to announce the great many improvements that will be delivered to our customers through this new contract.
“The delivery of the end to end IT system through this contract will enable us to significantly improve the quality of service we provide.
Throughout this process we have actively engaged with the taxi and private hire trades and the unions. We will continue to engage with them, particularly with regards to the location of new inspection centres.”
Steve McNamara, General Secretary of the Licensed Taxi Drivers Association (LTDA), said: “The LTDA are pleased that Transport for London has listened to our concerns and is bringing the licensing of taxi drivers and vehicles into the 21st century with this new IT system. Our members rightly deserve the highest levels of customer service and we look forward to working with TfL to ensure that this is delivered through this contract.”
It is anticipated that the new vehicle licensing and inspections service, as well as the new system, will be up and running by early 2013. TfL will continue to hold the decision making powers on all licensing applications as well as be the key contact for all trade engagement and issue resolution.