1 Private Hire Licensing, Compliance and Enforcement
2 In this document, for ease of reference, periods may be referred to by the calendar month they predominantly fall within. Period 10 – 09 Dec 2018 to 05 Jan 2019 Period 11 – 06 Jan to 02 Feb 2019 Period 12 – 03 Feb to 02 Mar 2019 Period 13 – 03 Mar to 31 Mar 2019 Unless otherwise stated the information contained in this presentation covers these periods.
3 Licensing update
4 Licensing – Licences • There are currently 106,777 licensed private hire drivers • 88,113 private hire vehicles are licensed – approximately 69.5 per cent owner driver and 30.5 per cent rental. Active PHV Driver Licences Active PHV Vehicle Licences 120k 90k 110k 85k 100k 80k 90k 75k 80k 70k 70k 65k 60k 60k 09 Dec-05 Jan 06 Jan-02 Feb 03 Feb-02 Mar 03 Mar-31 Mar 09 Dec-05 Jan 06 Jan-02 Feb 03 Feb-02 Mar 03 Mar-31 Mar 2019 2019
5 Licensing – Operator Licences • There are currently 2,206 licensed private hire operators, of which 385 are small operators and, 1,027 are standard operators. 794 are licensed under the new tier structure. • Since 1 October 2017 all operators have been licensed under the new tier structure. Tier 0-10 = 594; tier 11-20 = 96; tier 21-50 = 71; tier 51-100 = 22; tier 101-500 = 5; tier 501-1,000 = 1; tier 1,001- 10,000 = 4; tier 10,000+ = 1. Active PHV Operator Licences 2,500 2,250 2,000 09 Dec-05 Jan 06 Jan-02 Feb 03 Feb-02 Mar 03 Mar-31 Mar 2019
6 Licensing – Operator Upload The chart below confirms the average number of drivers and vehicles available for hire for each period. This is based on the data uploaded by each licensed operator. Operator upload data is subject to change due to further analysis and verification of the data received from operators who do not submit timely data. As a result, there is a time lag of three months before the data is published. New online functionality was introduced in April to help operators upload their data more securely.
7 Operators – Applications received The chart below illustrates the number of operator applications per period. New, renewal and variation Operator applications 40 35 Period New Renewal Variation Total 30 09 Dec-05 Jan 13 17 10 40 25 20 06 Jan-02 Feb 17 24 17 58 15 03 Feb-02 Mar 23 28 38 89 10 03 Mar-31 Mar 13 27 19 59 5 0 09 Dec-05 Jan 2019 06 Jan-02 Feb 03 Feb-02 Mar 03 Mar-31 Mar New Renewals Variation
8 Licensing – Driver Applications Received • Last period we received 2,515 renewal applications ( 2,291 average for the last 12 months) and 2,186 new applications ( 1,733 average for the 12 months). This is consistent with previous periods. • The online functionality remains popular for new private hire applications. In the last four weeks 51 per cent of private hire driver applications were made online. This mainly consists of new applicants. New PHV Apps Renewal PHV Apps 3000 Period New Renewal Total 2500 09 Dec-05 Jan 1393 1724 3592 2000 06 Jan-02 Feb 2003 2537 5311 1500 03 Feb-02 Mar 2033 2219 4912 1000 03 Mar-31 Mar 2186 2515 4701 500 0 09 Dec-05 Jan 06 Jan-02 Feb 03 Feb-02 Mar 03 Mar-31 Mar
9 Licensing – Licences Issued • Last period we issued 3,527 private hire driver licences • The total number of final decisions has reduced due to the additional stages in the assessment process. This includes the need to pass the topographical assessment with TfL and additional scrutiny on the medical information and DBS disclosures provided. New and renewal PHV driver licences Issued 3000 Period New Renewal Total 2500 09 Dec-05 Jan 392 1870 2262 2000 06 Jan-02 Feb 1018 2269 3287 03 Feb-02 Mar 1082 2183 3265 1500 03 Mar-31 Mar 1145 2382 3527 1000 500 0 09 Dec-05 Jan 2019 06 Jan-02 Feb 03 Feb-02 Mar 03 Mar-31 Mar New PHV Licences Renewal PHV Licences
10 Licensing – Driver, Vehicle and Operator Revocations • Last quarter we issued 266 revocations in total for drivers, vehicles and operators Drivers Vehicles Operators Period Total PHV PHV PHV 09 Dec-05 Jan 19 41 2 9 52 06 Jan-02 Feb 52 3 6 61 44 10 2 56 03 Feb-02 Mar 03 Mar-31 Mar 55 37 5 97 Total 192 52 22 266
11 Licensing – Initial Assessments • As at 31 March, new applications were being processed within 5 days and renewal applications were being processed within 5 days . PHV New PHV Renewal 12 10 8 Days 6 4 2 0 09 Dec-05 Jan 06 Jan-02 Feb 03 Feb-02 Mar 03 Mar-31 Mar
12 Telephony – TPH driver and operator enquiries Due to the continued high volumes of calls, the average speed of answer has exceeded two minutes. We have recruited and trained five members of staff to fill vacancies within the team and ensure that we are at full head count. Average Total Number Average Average Time Calls Offered Calls Offered Calls Speed Calls Week Ending of Unique Abandoned Handling to IVR post IVR Answered Answered Abandoned Callers Time (mm:ss) (h:mm:ss) (h:mm:ss) 13/01/2019 23,644 8,998 9,552 6,384 0:16:24 3,155 00:07 0:06:55 20/01/2019 17,857 8,101 9,564 6,218 0:16:28 3,328 00:07 0:06:51 27/01/2019 18,227 7,714 8,612 5,450 0:18:45 3,130 00:08 0:07:10 03/02/2019 16,094 7,846 9,429 6,721 0:12:51 2,678 00:06 0:06:55 10/02/2019 23,239 8,379 9,265 6,849 0:11:42 2,415 00:07 0:05:53 17/02/2019 19,100 9,499 12,540 6,889 0:25:12 5,649 00:12 0:06:26 24/02/2019 18,255 8,931 9,831 6,281 0:18:06 3,549 00:09 0:06:37 03/03/2019 19,410 9,477 11,863 6,890 0:23:18 4,972 00:11 0:06:29 10/03/2019 21,579 9,286 10,698 6,388 0:23:20 4,309 10:12 0:06:06 17/03/2019 18,564 8,983 10,690 7,451 0:14:34 3,223 06:44 0:06:00 24/03/2019 17,739 7,748 11,518 7,463 0:15:37 4,046 07:03 0:06:16 31/03/2019 16,300 7,565 9,640 6,345 0:15:14 3,281 06:39 0:06:39
13 Licensing – Topographical Assessments • The average first time pass rate has increased significantly over the three periods. We believe this is due to full transition to the online Topo test and an increase in demand for training, combined with longer lead in times for those taking tests. • The overall pass rate from scheme start (October 2016) to date is still tracking at: • First time pass rate = 46% • Second time pass rate = 49% • There are eight approved centres with assessments being delivered by TfL staff at those centres. There is sufficient capacity in the test centres to cope with demand. This will be kept under review. No. of overall tests First time pass rate Retest pass rate Period taken 09 Dec-05 Jan 2019 1741 51% 56% 1837 53% 53% 06 Jan-02 Feb 2048 55% 56% 03 Feb-02 Mar 03 Mar-31 Mar 1935 58% 56%
14 Topographical Assessments - Invitation to book a test Licensing teams review all private hire driver applications to ensure that the driver meets the mandatory requirements and has submitted a complete application. Subject to this assessment, the Licensing team then write to applicants inviting them to book an assessment. All assessments are made via the TfL booking team. 300 7 6 250 Average Number of Days 5 200 4 Invitation Letters 150 3 100 2 50 1 0 0 wk1 wk2 wk3 wk4 Topo Info Letter 237 282 194 189 Average Number of Working Days Waited 3 3 3 6 There was a decrease in the number of invitation letters sent in week three and four. This was due to the festive period. That said, all invitation letters are being sent within the agreed service level.
15 Topographical Assessments – Call Answer Times We aim to answer 80 percent of calls within two minutes. Increased call volumes across licensing has seen call volumes for topographical assessments increase significantly. We have increased resource in the bookings team to help alleviate the pressure. Avg Call Average Speed Calls Calls Calls Avg Abandon Handling Period of Answer Offered Answered Abandoned Time Time (hh:mm:ss) (hh:mm:ss) Period 10 4,963 3,449 0:19:07 1,501 12:44 0:06:14 Period 11 6,068 4,946 0:05:14 1,114 08:32 0:05:55 Period 12 7 ,818 5,229 0:10:27 2,577 08:01 0:05:05 Period 13 7 ,464 5,119 0:11:24 2,325 07:14 0:05:00
16 Vehicle Inspection Telephony (Average Call Answer Time) • We continue to experience high call volumes, which are not reflective of historic trends, and are working closely with our contractor, NSL, to address this and to reduce average handling times. • NSL has employed additional staff and continues to explore further interventions that will reduce call wait times and reduce the need to call (online bookings). Avg. Call Answer Time (only NSL) Target Total Calls in (only NSL) 14 30,000 12 25,000 10 20,000 Minutes 8 Calls 15,000 6 10,000 4 5,000 2 0 0 09 Dec-05 Jan 06 Jan-02 Feb 03 Feb-02 Mar 03 Mar-31 Mar
17 PHV First Time Pass Rate • The first time pass rate for private hire vehicles has decreased to 77 percent in the last month. • Quality monitoring takes place at all vehicle inspection test centres, with two of the six sites checked each week. Target Total 100% 90% 80% 70% 60% 09 Dec-05 Jan 06 Jan-02 Feb 03 Feb-02 Mar 03 Mar-31 Mar
18 PHV Fleet Age Breakdown >25 24 21 20 19 15 14 13 12 Years 11 10 9 8 7 6 5 4 3 2 1 0 0 2000 4000 6000 8000 10000 12000
19 Compliance & Enforcement update
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