In 2004/05 Dial-a-Ride completed 1,260,669 trips and there were 99,821 refusals. In 2018/19 Dial-a-Ride completed 1,000,525 trips and there were 135,296 refusals. This means the number of completed trips across London has fallen by 260,144 (20.6%) while refusals have increased by 35,475 (35.5%). Do you think this is acceptable?
Dial-a-Ride measures its performance in relation to the percentage of requests for which it is able to schedule a journey for the customer. In 2018/19 Dial-a-Ride exceeded its target of 89% of requests scheduled, achieving 90% of requests scheduled over that year. This was broadly in line with its performance in previous years.
The period 2004/05 was before the introduction of Dial-a-Ride’s current computerised booking and scheduling system, which brought in more accurate recording and reporting of requests and refusals than previously. Consequently, it is difficult to make accurate comparisons between the current computerised reporting, and the previous pen and paper system.
At the same time, the accessibility of the mainstream public transport network improved considerably between 2004/5 and 2018/19, enabling more older and disabled Londoners to use these services rather than specialist door-to-door services such as Dial-a-Ride. This has resulted in a reduction in demand for Dial-a-Ride.