Best Practice in Diversity, Inclusivity and Accessibility
A submission in this category should demonstrate:
Inclusive design and engagement.
Evidence of improvements for a transport service or facility.
Introduction of a new policy or training aimed at improving diversity, inclusivity or accessibility.
Previous Winners:
2023: City of London Corporation: The City of London Street Accessibility Tool (CoLSAT)
Transport for London: Equity in Motion, Transport for London’s plan to create a fairer, accessible and more inclusive transport network
In February 2024, Transport for London (TfL) published "Equity in Motion" (EiM), a comprehensive plan aimed at dismantling barriers to travel in London. This plan represents the first effort to create a transport network that is accessible, safe, and equitable for all users. The initiative has received positive feedback from TfL’s Independent Disability Advisory Group, highlighting the focus on achieving tangible changes to enhance accessibility in the short and medium term.
EiM outlines over 80 actionable steps to improve the travel experience across the network, prioritizing enhancements for those facing the most significant barriers and inequalities. Key objectives include ensuring fair connections to public transport, improving communication regarding fares and concessions, and facilitating healthier, more sustainable travel choices while addressing the impacts of poor air quality and climate change.
TfL has set an ambitious target for measurable improvements in the transport network by 2030 and has identified EiM as a priority for the Customer & Strategy directorate, which comprises over 2,000 staff members. The plan was co-produced with various stakeholders, including representatives from charity and community sectors, ensuring alignment with City Hall and TfL's Board.
Since its launch, several initiatives have progressed, including the introduction of mini boarding ramps at 47 step-free Tube stations, half-price travel for care leavers, and a study aimed at improving the availability of accessible toilets. EiM has been integrated into existing governance structures to ensure accountability for its delivery.
Brighton & Hove Buses - trailblazers in accessibility
Brighton & Hove Buses (B&HB) is recognised as the sole bus company accredited by the Department for Transport (DfT) as a Level 3 Inclusive Transport Leader, the highest accolade available. Additionally, the Department for Work and Pensions (DWP) has awarded B&HB a Level 2 rating as a disability-confident employer. It was the first organization to achieve accreditation as an age and dementia-friendly business by Brighton & Hove City Council, with its pioneering dementia-friendly flooring now adopted by the Rail Delivery Group as standard policy for new train procurement.
B&HB has contributed to the DfT-funded "Transport for All" guidance aimed at frontline bus staff, focusing on best practices in accessibility. The DfT selected B&HB’s accessibility lead for a part-time secondment to share her expertise, which culminated in her receiving an MBE for innovations in public transport accessibility.
The company has implemented a comprehensive culture change program around accessibility. This includes a leadership commitment to accessibility training, with the new Managing Director, Ed Wills, completing his training within two weeks of assuming his role. B&HB established the industry's first dedicated accessibility team to co-create policy and design with individuals who have lived experiences of accessibility needs.
B&HB maintains an unparalleled AAA standard in accessibility, with all staff trained to MyGuide Level 1 and as Dementia Friends. Recent initiatives include an extensive audit of 2,000 bus stops for accessibility and the integration of innovative features in its new fleet of 44 buses, such as dementia-friendly flooring, enhanced audio-visual systems, and manual ramps. The company's community hub also serves to build travel confidence among individuals with accessibility needs, alongside offering resources for local schoolchildren.
Network Rail: Piccadilly Station assisted travel lounge
Network Rail's Assisted Travel Lounge at Manchester Piccadilly was inaugurated in June 2023, following an investment of £800,000. This facility has repurposed a series of previously unused rooms located behind the former passenger assistance waiting area near platform one. The lounge is designed as a quiet and welcoming space tailored for passengers with additional mobility and sensory needs.
Key features of the lounge include accessible seating that accommodates wheelchairs, an accredited Changing Places toilet facility, an accessible toilet, a sensory space for those who may find stations overwhelming, a staffed welcome desk, facilities for service animals, and information screens providing content in British Sign Language. The design of the lounge was informed by the guidance of Manchester Piccadilly’s disability task and finish group, which comprises disabled individuals, their carers, and advocates. This group actively participated throughout the project, contributing insights from their lived experiences to ensure the facility meets user needs.
In 2022, over 75,000 individuals utilised the Assisted Travel service at Manchester Piccadilly, and this number is expected to rise due to the improved facilities. Additionally, Network Rail's North West Route has announced plans for a similar facility at Liverpool Lime Street in CP7, aiming to replicate the successful collaborative model established in Manchester. The presence of staff at the lounge has been highlighted as a crucial support feature for many passengers with additional needs.
Transport for Greater Manchester: A Co-design approach to making Customer Information more inclusive and accessible
Transport for Greater Manchester (TfGM) has effectively engaged the expertise of its long-established Disability Advisory Panel to co-design new journey planning tools and customer information in preparation for the launch of the Bee Network in September 2023. This collaborative effort encompasses various elements, including signage, digital content, and audio information, with a focus on the flagship Bee Network app. Participants were remunerated for their contributions, recognising the value of their time and experiences, a practice not universally adopted across disability advisory groups in the UK.
The co-design process spanned four months, allowing for iterative feedback and refinements from the panel. Input emphasised the necessity for travel information to be available in multiple accessible formats, the use of simple language, and the inclusion of visual cues. Furthermore, real-time information was highlighted as beneficial for all users.
Specific design enhancements for the app included improved accessibility features such as screen reading capabilities, high contrast options, and large text. Participants identified journey planning and live travel disruption features as priorities for further app development.
The new directional signage, featuring icons and high contrast, has been piloted and is being implemented in new Interchange projects across Greater Manchester. Trials of Passenger Information Displays (PIDs) at three locations revealed that 82% of surveyed customers felt more confident when traveling by bus with the availability of PIDs. The rollout will extend to an additional 300 locations.
Onboard Audio-Visual Announcement (AVA) technology is now operational on 200 Bee Network buses, and Braille maps are being trialed at a new Interchange. The Bee Network app, downloaded over 400,000 times since its launch, incorporates various accessibility features, including icon usage, compatibility with Android/iOS accessibility settings, and adaptable text sizes. Further co-design sessions for the journey planner and bus tracking features have been conducted, leading to their implementation.
Dundee City Council: The Fourth Hub and Retractable Chargers
Dundee’s latest rapid charging hub, launched in April 2023 on Clepington Road, serves as a notable example of the public sector’s commitment to facilitating a just transition to Net Zero while ensuring equitable access to electric vehicle (EV) charging facilities. This charging hub sets a benchmark for inclusivity across the country, featuring accessible charging bays that measure 3.6 meters wide and 6 meters long, providing ample space for wheelchair access and unobstructed routes around the charge points.
The site design eliminates obstacles to access, with no pavements obstructing the charge points and all charge points located at ground level rather than raised plinths. The absence of bollards around charge points enhances accessibility, while colour-contrasting wheel stops within the bay prevent vehicles from encroaching on charging areas. Additionally, colour-coded charging cables improve visibility, thereby reducing trip hazards. Cable retention systems have been implemented to minimize the weight of the cables and further decrease trip risks.
The site is well-lit, situated in an area with high foot traffic, enhancing safety for all users. The design process spanned two years and included consultations with disabled drivers, charities, charge point manufacturers, and Urban Foresight, a smart and sustainable cities consultancy. This collaborative approach enabled the Council to gain valuable insights into the barriers associated with standard public charging sites and petrol stations, including issues related to space, lighting, kerbs, cables, and overall usability.
Avanti West Coast - Feel Good Field Trips
Avanti West Coast’s Feel Good Feel Trips (FGFT) initiative provides children on free school meals with opportunities for complimentary school trips, reflecting the company’s commitment to positively impacting the communities it serves. In light of rising costs associated with school trips and tightened school budgets, particularly in the aftermath of COVID-19, many students have faced barriers to participating in educational outings. This project has enabled thousands of students along the West Coast Main Line to experience excursions outside their local areas, broadening their horizons and, for many, allowing them to travel by train for the first time.
The FGFT is executed in collaboration with Community Rail Lancashire, facilitating travel on Avanti West Coast services to a variety of unique destinations. Each trip includes lunch and is supported by a dedicated Community Rail Officer, assisting teachers who may be unfamiliar with leading groups on train journeys. Upon boarding, students engage in a range of activities through an activity book. Notable experiences include cooking in Manchester and outdoor adventures in the Lake District.
From January 1, 2023, to March 13, 2024, a total of 2,841 students and 481 staff have participated in the FGFT, encompassing 114 trips to 38 different venues and covering 14,451 miles across 240 Avanti West Coast train journeys. Avanti West Coast reports that the initiative has generated £13.8 million in social value in 2023, underscoring its positive impact on students and partnering businesses alike.
First Bus & Women in Transport: Inclusive Cab Summit
First has recognized that its bus drivers were experiencing discomfort due to the design of cabs that did not accommodate individual needs. In response, the organisation has initiated steps to foster an inclusive environment that enables all drivers to thrive at work. A survey conducted by First assessed drivers' comfort levels within the cab, their ability to perform safely, and the necessary improvements to cab design. The feedback received was categorised into common themes, including seating, seatbelts, air conditioning, heating, ventilation, visibility, mirrors, windows, steering wheel, handbrake, space, controls, dashboard, radio, and cash trays.
Additionally, Women in Transport conducted a parallel survey, yielding similar findings. On March 5, 2024, First and Women in Transport convened the inaugural Inclusive Cab Summit at First’s Leicester depot, aiming to establish a gold standard for bus cab design. The summit was attended by 30 organisations, including drivers, engineers, manufacturers, trade unions, CPT, and Bus Users UK. Keynote speaker Mike Adams OBE from Purple Tuesdays addressed the importance of accessibility solutions for disabled colleagues and customers.
A significant aspect of the summit involved drivers evaluating 12 cabs from various manufacturers based on comfort, safety, and inclusivity. The insights gathered during the event informed a comprehensive report that was shared with attendees and the broader bus industry. First and Women in Transport are also organising ongoing discussions with manufacturers nationwide to advance this initiative further.
Trenitalia c2c: c2Sanitary: From concept to creation (moved from Alliance/Collaboration)
In January 2023, c2c was appointed the official partner of Thurrock Council’s Inspire Youth Hub annual "Next Top Boss" initiative, aimed at empowering young people within the communities it serves. This program encourages local schools and their students to develop viable solutions to real-life business challenges. Over the course of eight weeks, participating schools were tasked with creating projects within a hypothetical budget of £50,000.
Students formally presented their business plans at an in-person judging event held in March 2023, evaluated by representatives from c2c and Thurrock Council. Entries were assessed based on several criteria, including community impact, feasibility of the business case, effective budget utilisation, innovation, problem-solving capability, and branding quality.
The 2023 winners, Grays Convent High School, presented their project, c2Sanitary, which proposed installing eco-friendly sanitary product vending machines in all female customer and staff toilets at c2c’s 26 stations. The project named sustainable period care firm Here We Flo as their preferred supplier, demonstrating that it could be executed within budget. The presentation addressed the issue of period poverty, highlighting its impact on education for many girls.
On May 10, 2024, the first c2Sanitary dispenser was installed at Grays station, with plans for an additional 55 dispensers across c2c stations in the coming months. Since the launch, positive feedback has been received via social media and customer service channels, reflecting the initiative's relevance in addressing a previously stigmatised topic.
Transport for Wales - Application Support Team
Transport for Wales (TfW) has initiated a pioneering project aimed at enhancing workplace inclusivity through the establishment of a Centre of Excellence for Purchase Order (PO) processing, which is staffed entirely by D/deaf employees. In collaboration with the Welsh Council for Deaf People (WCDP), this initiative is designed to embed disability inclusion within TfW's business model, providing meaningful career opportunities for D/deaf individuals.
To facilitate this, all TfW staff received training focused on D/deaf awareness, including introductory sign language and general awareness training. The office environment underwent a comprehensive audit to identify areas for improvement and recommend adaptations. TfW gained access to interpreters and established links with Access to Work provisions to ensure sustainable operational adjustments following the initial trial phase.
This initiative has contributed to a cultural shift within the organization, equipping colleagues with basic conversational skills in sign language and enhancing information sharing across the business. TfW has also begun offering sign language interpretation during All-Company Calls, enabling new colleagues to engage with the wider organization and fostering a sense of belonging.
The outcomes of the project are notable, with a reduction in average PO processing time from 20 days to 7 days, and an increase in first-stage PO approval rates from 57% to 86%. Additionally, the initiative resulted in a saving of £60,000 in license fees, while the rate of specific out-of-system corrections decreased from 32% to 8%. TfW’s commitment to inclusivity is further underscored by its recognition as a Disability Leader.
Leeds City Council - Connecting Leeds for All
The Leeds team has undertaken significant efforts to ensure that public consultations for city schemes are fully inclusive, enabling all sections of the community to engage meaningfully and have their voices heard. While many consultations claim inclusivity as an objective, previous stakeholder feedback indicated that Leeds City Council's (LCC) processes often lacked the necessary project plans and timelines to achieve this goal.
Lessons learned highlighted that consultation materials were frequently inaccessible, excluding certain demographics from participation. Responses did not accurately reflect the area’s demographic composition, and stakeholder engagement primarily focused on transport groups. In response, LCC developed the strategy "Connecting Leeds For All," which aims to achieve three key objectives: (1) ensure consultation feedback aligns with ward demographics; (2) make materials accessible to individuals facing obstacles such as lack of digital access, visual impairments, limited time, and language barriers; and (3) establish new methods to connect with previously unengaged stakeholders.
The strategy has yielded positive results. The Connecting West Leeds Phase 2 consultation specifically targeted communications to women, resulting in a demographic split of 48% male, 50% female, and 1% non-binary, closely reflecting the ward’s population. This marked a notable improvement from Phase 1, which saw a 72% male response despite men comprising only 48% of the area’s residents. Engagement efforts also included outreach to older residents and individuals with disabilities, leading to the addition of extra seating in the final design, as well as collaboration with university students and youth groups.
