Case Study: Transport for London achieves better customer service and operational efficiency with BMC Software's mobile workforce solutions

Transport for London enables better service for London Underground customers with mobile workforce solutions

Transport for London (TfL), which manages London’s public transport including the Underground (about 31 million passenger journeys daily), launched the Fit‑for‑Future Stations program to modernize stations and improve customer service. The challenge was to give station staff greater mobility and automate processes across roughly 4,500 passenger‑facing devices so issues could be detected and resolved faster while supporting expanded device monitoring.

TfL implemented BMC Digital Workplace together with Remedy Service Management and BMC Atrium CMDB to deliver mobile alerts, incident management, and automated notifications to agents. The solution sped up handling of ticket‑machine and gate faults, let staff spend more time in concourses assisting customers, scales to a projected 50% increase in monitored devices, reduced costs, unlocked new retail revenue by freeing ticket‑booth space, and supports TfL’s move toward self‑funding.

Transport For London

Andy Pusey

Application Service Delivery Manager