The service, which is funded and operated by Transport for London, has attracted complaints from users unhappy with the availability of vehicles and the booking process.
Today’s report finds that TfL has “not fully resolved” these concerns and makes a number of recommendations AMs say would improve the service for the 50,000 registered users.
Despite complaints there have been some improvements notably a decrease in the number survey respondents saying they had experienced vehicles arriving “significantly late” – down from 65% in 2009 to 43% in 2010.
Recommendations from AMs include changes in the way TfL surveys users to “ensure the views of all types of users are incorporated” and publication of data on the performance of the service’s call centre against targets.
AMs have also questioned why the service is costing more to operate than was the case 8 years ago despite providing fewer journeys.
Caroline Pidgeon AM, who is Deputy Chair of the Committee, said improvements “to some aspects of the service are welcome” but said it was “disappointing that people are still experiencing some of the same old problems with the booking system.”
The full report can be downloaded from the Greater London Authority website.
