This case study shows you the importance of continuous learning, training, and engagement in fostering inclusive innovation.
By learning from diverse communities and stakeholders, Transport for London (TfL) has been able to create a transport system that is more inclusive and more responsive to the needs of all passengers.
They did this by:
- raising awareness
- educating staff
- engaging with diverse communities
Their plan covers 3 core areas:
- representing the diversity of the city of London
- improving diversity and inclusion in the workplace
- teaching skills and opportunities
Diversity and inclusion training
They introduced comprehensive diversity and inclusion training programs for all employees. These cover topics such as unconscious bias, cultural competence, and inclusive customer service.
Engagement with diverse communities
They consulted disability advocacy groups, ethnic minority communities, and other underrepresented groups to inform policy and service improvements.
Some of the groups TfL engage with are:
- Independent Disability Advisory Group (IDAG)
This consists of 13 members with professional expertise, lived experience of disability and expertise of the barriers to accessing public transport - Bild (previously the British Institute of Learning Disabilities)
They surveyed autistic people and people with learning disabilities as well as their carers about the barriers they face when travelling around London - Learning Disability Transport Forum (LDTF)
They work with adults with learning difficulties and disabilities - TfL Youth Panel
TfL’s advisory panel of around 30 young volunteers who all live and travel in London and give feedback to TfL to help shape policies - Inclusive Transport Forum
Made up of London and national accessibility groups and advocates who provide insight from lived experience, to help TfL understand how policy and projects may impact disabled people using public transport
Awareness campaigns
TfL educated the public about the importance of respecting all passengers. They specifically addressed the needs of disabled passengers, the importance of giving up priority seats, and the impact of hate crime on public transport.
Outcomes and impact
By focusing on Awareness and Learning, TfL has been able to create a more welcoming and accessible environment for all passengers. It has led to significant improvements in the inclusivity of London’s public transport system.