Saturday 17 December 2011

#OysterFraud Continues. Campaign gathers pace. Adds #OccupyOyster

Since the last blog post flagging the issue of #OysterFraud in Croydon a number of victims have come forward and several journalists are now investigating. 


So far victims of Transport for Londons dubious technology glitch have been tracked via twitter and include people who have suffered in Purley, Croydon, Selhurst, Crystal Palace, Earlsfield and Victoria. 


It is becoming clear that the issue relates to late night travel and passengers exiting and touching out via open ticket barriers. E.g If you exit East Croydon station late at night via the open oversize luggage barrier on the left - when you touch out - this will be counted by TfL as a touch in. Adding a tally of 2 incomplete Oyster journeys to your bill and charging you £8.80 in penalty fares, even on a capped Oyster card. 


A colleague suggested #OccupyOyster and plans are afoot for an awareness raising campaign to flag the problem to passengers. The core aim of #OccupyOyster will be to peacefully inform passengers that they may have been penalised by TfL over the last 3 years, despite having touched in and touched out of the network. "Oyster Credit Protection Officers" in high visibility vests will patrol known hotspots to inform them of the issue. Pending legal advice, stickers have been designed which may be placed on offending oyster barriers. 

Tuesday 13 December 2011

TFL & institutionalised theft of Oyster credit on suburban rail network

Its been a while since I blogged. Got sucked into Twitter in a big way thanks to a Mr Jonny Rose (@98rosjon) and an underlying bit of transient OCD.

I have recently discovered that TFL (@tflofficial) are routinely, regularly and knowingly defrauding Londoners of Oyster credit. I am not a legal expert, so I am not sure if it is fraud or theft. My guess would be it fits the definition of theft - at least it matched the definition I was taught in A Level Law a long time ago - "Intent to permanently deprive someone of their property".

So how does the TFL Scam work? 

Firstly, you get bullied into adopting Oyster as a means of payment for travel because of exorbitantly over-priced non-Oyster fares and the withdrawal of paper based one day travelcards from sale at ticket vendors outside the TFL or national rail network (ie - you can't buy paper 1 day travelcard from a newsagent anymore).

Once a mark has unwittingly signed up to Oyster, TFL have introduced or at least failed to resolve a long standing software glitch which nets them untold amounts of money from unwitting passengers using Oyster for late night journeys on the suburban rail network.

Even if you have a capped Oyster card, if you venture home late chances are you are paying £16.80 for that day's Oyster use, rather than £8.00! (£16.80 gets you a full week and change on the 24 hour New York Transit system, by the way)

Why will I pay £16.80 when its capped at £8.00 for a travelcard?
Let me explain by example using a recent Journey I made. 2nd December was out celebrating my fiancĂ©es birthday. At end of night got a bus from Piccadilly Circus to Victoria. That bus journey took me to the £8.00 cap. I then made my way to the platform for the 2am train to East Croydon. I touched in at Victoria. 30 minutes later I touched out via an open gate at East Croydon station. I started the day with almost £20 on my card. The next morning I was declined from boarding a bus. I walked to East Croydon station and asked for a print-out of recent history and found I had correctly touched in at Victoria and despite touching out at the open gate at East Croydon 30 minutes later, that exit counted as re-entry to the network. I was therefore charged £4.40 for failing to complete the journey from Victoria and a further £4.40 for failing to complete the journey I 'started' at East Croydon.

Interestingly, the dreaded "double beep" sound which you hear when you have no Oyster credit was echoing through the barrier constantly as late night revellers streamed off the train and through the open barrier - dozens of times in the few seconds I was there. This suggests lots of travellers on pay as you go were suffering the same fate, but because they had low credit - it was alerting to them of having insufficient funds to "touch in" for their next journey.



Please see attached photo for an example relating to the incident outlined above. 
Now it gets interesting, the scam is quite sophisticated, or so it would seem. As, it happens on the open barriers which is a sign of an unmanned entry or exit point at a suburban rail station. Most are unmanned only late at night. Most people travelling late at night - have been out drinking - most people that have been out drinking - will not be paying much attention - therefore TFL maximises opportunities to perpetrate its ongoing fraud/theft undetected and unchallenged.

I have done a bit of digging mainly on Twitter and identified that the problem is not isolated to East Croydon but other passengers at Purley and Selhurst stations have suffered the same fate, multiple times.

So, the question is - why aren't TFL doing anything about it? Maybe they don't know you say?
I spoke to a TFL Customer Service rep today. It took me over 17 minutes to get my money back. No compensation, no apology, nothing. When I asked the gentleman to escalate the issue he kindly confirmed that all refunds are logged so he had "absolutely no doubt his superiors were aware of the problem".

I guess the next question is when is a problem, not a problem?
When the cost benefit analysis proves you are making fare more money by not addressing it. No negative PR, few claims for refunds - because it takes 20 minutes to get through on the phone. A win win for TFL.

So, my questions to TFL are:

1) For how long have you been stealing credit from Oyster PAYG passengers on the suburban rail network in London?

2) How much have you fraudulently obtained from said passengers, in total?

3) How many individual Oyster cards have been affected?

4) How long have you "known" about the problem?

5) How much negative PR must be generated in order for you to do something about it?

6) Will you reunite passengers with their missing money automatically?

7) Will you then distribute other misappropriated funds to the local communities in proportion to the amount taken from passengers in each local authority area?

--------------
If you have been affected by this scam and can prove it - please post a comment and your twitter handle on this blog. We can fix this. Also please tweet this with #oysterfraud

Saturday 20 August 2011

Croydon, Rising from the Ashes

As a fairly new resident of Croydon I have been surprised by the groundswell of community activity, support and togetherness which has come out of the terrible events of Monday 8th August. To say Croydon had a negative PR image before the looting and burning earlier this month is an understatement. To say it now has a dire image on a global scale, is also fair.

I have been bitten by the same bug as so many other residents and businesses in the borough. A bug of positivity and belief in Croydon and in the people of Croydon that we can turn a trauma into a triumph.
This blog post is intended to outline the contribution I want to make to help Croydon rise up, rebuild and become a place where more people want to live and work.

On the 8th August a group of mindless thugs descended on the town with no cause, no message and no motive, save vandalism, boredom and a desire to get something for nothing. While 'repping the ends' Croydon's underbelly demonstrated that they had the ability to outdo their counterparts in Hackney, Brixton, Tottenham and further afield. Now its our turn to demonstrate what honest, hardworking people can do to reclaim and rebuild the town and crush the ambitions of the thugs and fools who participated in destroying chunks of Croydon.

Numerous shops and businesses were destroyed by fire, most spectacularly, the Iconic Reeves Corner furniture store. Thousands of lives were put at risk when the shops they lived above were torched. More than 1,000 people were made homeless across the borough. Thousands of small business owners were dealt a bad hand that night. The senseless, selfish and vengeful actions of a core group of thugs that were followed by a strong band of moronic fools have no doubt dealt a serious body-blow to Croydon. However, the groundswell of positivity which has emanated from the fateful events earlier this month have demonstrated Croydon is resilient. It may be down, but its certainly not out.

There is a new impetus and energy about Croydon. There is a sense of community and a cohesion and determination which has been lacking. Now, all its stakeholders are working, often together, to improve their lot and help the town rise from the ashes and return to a previous glory not witnessed in decades.

It has been tremendous to witness the community spirit in Croydon. A Facebook page promising to clean-up Croydon has over 8,000 supporters. Hundreds of people turned out to clean the streets the morning after, only to find the council and its contractors had got there first. The Police, criticised in some quarters, were actively cheered by residents and businesses when they turned up in force on Tuesday 9th. I witnessed half a dozen people clap, whoop or whoot when heavy armoured police vehicles swung through West Croydon and London road on the evening of 9th August, sending a clear signal that the previous nights mayhem would not be repeated. Not there, not then.

Croydon Council, MPs, businesses, community groups, residents and the local press have been working together to devise initiatives to provide immediate and longer term support to the community. To channel the energy behind the disgraceful events which took place in a positive way, rather than a negative one.

New charities, partnerships, community groups and friendships are being formed. Recovery funds are beginning to filter through and if everyone that has pledged to help follows through with action, Croydon will become greater than its been in a long, long time.

For my part, I have done some very small things to help in the recovery like organising the odd donation, spending money with independent traders on London road and so forth. But I was motivated to do more. What could I do, with my skills, expertise and contacts, which could help have a bigger impact, for the longer term? How could I help in some way to resolve some of the fundamental issues faced by the town. Help generate employment and opportunity, help fill an oversupply of vacant office space, help counter an overly negative image in the media. On Wednesday 17th some 10 days after the horrible scenes on our towns streets, I had my Eureka moment. CR0 Tech.

Long before the riots, I was of the view that Croydon was an incredibly attractive place for small businesses, start ups and tech firms to be based and that it would be a key enabler helping them to flourish and grow. I could not understand why there was so much dormant office space, when it was so affordable. Yes, our Skyline is pretty ugly, but that didn't hinder Slough. Yes, we have random drunks and homeless people, but that hasn't hindered Kings Cross and yes, we have our fair share of grime and crime, but that hasn't hindered Shoreditch or Old Street in reaching the heady heights of 'Silicon Roundabout'.

Croydon benefits from excellent transport links, including a 24 hour Rail service from East Croydon to Victoria and Gatwick Airport - both twenty minutes or less away. We have direct trains to London Bridge, Victoria, Blackfriars, St Pancras and numerous smaller stations in town and out of town. We have the tramlink connecting Beckenham in South East London with Wimbledon in South West London and we have the newly opened London Overground facility at West Croydon which provides links to the City and Shoreditch. All this is backed up by modern Bus termini at East Croydon and West Croydon stations providing frequent local bus services. In terms of transport, Croydon has got it going on.

Croydon has an abundance of increasingly high quality, well equipped, modern offices and plenty more in the pipeline. It also has a good range of cheaper office premises, storage, warehousing and retail space. These factors combine to mean Croydon can deliver the goods for housing the smallest to the largest tech firms and provides potential for significant cost savings over other parts of London. A business which starts as a one man band can take up a low cost shared office space and rapidly scale to a fully fledged A grade premises as soon as they are ready. When it comes to choice and quality of premises, Croydon is a tough act to follow.

So, the two key factors of transport infrastructure and physical infrastructure taken care of, what else is needed to enable Croydon to realise its potential? It needs ambassadors and advocates, it needs positive PR, it needs incentives and it needs someone to follow through with action, not words.

CR0 Tech, which I am soft-launching as merely an idea at this stage is one initiative which I think can help put Croydon firmly on the map as the go-to place for South London's tech community. CR0 Tech is what others will say they want it to be. A potential community, or a hub providing the physical space and facilities that cash-strapped tech start-ups need to flourish in the current economic climate. It could be a lobby group or an umbrella organisation. Whatever it ends up as, the key focus is and will remain - Croydon is open for business - especially Tech.

CR0 Tech doesn't need millions in government hand-outs, it doesn't need another think tank or quango with a high paid CEO, it doesn't need a complex bureaucracy or structure. It just needs support, recognition and a team of like-minded individuals and businesses to come together, define a vision and press ahead with plans to make Croydon a beacon of innovation, inspiration and entrepreneurship for South London.

Are you with me?
http://www.facebook.com/pages/CR0-Tech/235889489788298
Twitter @CR0Tech

Saturday 6 August 2011

Been a Bizzy Boy

Well, this blog has turned out to be a rather shameful effort! Despite my best intentions to update it regularly, I haven't posted for almost two months. However, I have been busy writing articles on other more prominent websites and in print publications as part of my role as UK Manager of Freelancer.

In May I wrote a piece for FreshBusinessThinking outlining how a small business can start-up on a shoestring. and bootstrap their way to success. This has proved to be a common theme, and I fear I am beginning to sound like a broken record.

In early July I was invited to write a piece for SME Web regarding the new immigration cap and how smart entrepreneurs could circumvent them by hiring highly skilled offshore workers and allowing them to work
remotely.

At the end of July I was pleased to be selected as an SME Expert by Management Today magazine, who invited me to write a piece on bootstrapping a start-up and making the most of limited financial resources. This was my favourite assignment so far and perhaps my best effort (despite turning it around in under 90 minutes). The Editor liked it saying it was "really quite good, actually" which means, hopefully I can contribute more material in future. : ¬)

The Management Today piece led to Money Matters magazine interviewing me recently (publication pending) in a similar vein, but with questions which were framed to draw out my Knowledge Management expertise - touching on areas of organisational culture and change management. Link will be posted as soon as its published.

So, as you can see, I am getting back into the swing of writing and am keen to continue writing articles on the SME, Outsourcing and Startup sector in future, hopefully, I can enhance my repertoire beyond hte realms of British SMEs Bootstrapping their way to success.

On top of all the writing, I have also been hard at work with my own business and trying to invent the next big thing on the internet - more to follow on that.. anon.

Until next time, whenever that may be, happy outsourcing. Oh - and keep an eye out for the 500 Freelancer branded taxis which will be hitting the streets of London again this month.
www.freelancer.co.uk

Thursday 2 June 2011

Way to go Birmingham Council!

Shock, horror. Birmingham city council is being lampooned for being a pioneer and offshoring 100 low-level back-office IT jobs to India.

I think its great news. The council, together with Capita will now be able to circumvent the unions and get people to do a hard days graft while saving the taxpayer money. I know, I sound incredibly right wing. Perhaps I am when it comes to jobs, outsourcing and offshoring. I prefer to think of it more as foreward thinking.

Why all the uproar? I got into a brief spat on Twitter with a small B2B magazine on the issue. They kept falling back on the argument "But its taxpayers money being exported". "A bad day for Birmingham." "100 jobs lost"

That's 100 people that work in IT who are now free from the shackles of a desk. They will get a decent redundancy package and if they have any sense, they will use it to get their own business off the ground. Its 100 more potential TweetDecks in the making. Its 100 people that will have to pull their finger out and do something with their lives. Its the future. Deal with it.

Its also nothing new. Taxpayers money has been walking out the door or being 'exported' for decades. SERCO, General Electric, Microsoft, Siemens and so many more global companies have been getting a slice of the action for years. Imagine if all the computers in the government had to be made by British firms? Or all the operating systems? How about all the mobile phones, cars, stationery and everything else? We would all be bankrupt and living on foreign aid.

Why is it so different when it comes to labour? If labour is a commodity and it can be provided for lower cost and higher quality elsewhere, then market forces will take their toll. Its simple economics and it makes sense to me.

Congratulations Birmingham on taking a bold first step. Here's hoping other government departments follow suit and make the most of the global economy while also ploughing the billions we save in to fostering the spirit of entrepreneurship and creativity that we so badly need to take us forward in the years ahead.

Sunday 3 April 2011

5 great resources for small businesses

Have come across some excellent resources for small businesses recently and thought I would share them.

Xero.com 
A New Zealand based outfit with offices in London and Australia offers an online SAAS bookkeeping and accounting solution. I have been using it for 6 months or so now and I find it first rate - easy to set-up, easy to share access with financial advisers and easy to issues invoices and keep track of payments.. shame the price jumps so much for handling multiple currencies - but still good value for money. It pays for itself each month when I get round to generating invoices - I used to do each one manually in a Word Doc.. major pain!

All Day PA
Just came across this and looking at giving it a try until our UK operations are scaled up enough to warrant having someone in-house - not tested it out thoroughly - but seems to offer professional service and good value for money. (£100 a month or less by all accounts - for up to 200 calls).. no contract, no setup fee. Will report back once I have given it a road test.

OnlinePRNews.com
Have used these guys for over a year now as and when I need to. Fast and professional service, have had a good response from even the cheapest packages ($12). If you are into PR distribution, suggest you give it a whirl.

UK Business Forums
A relatively new member, I dip in and out of these forums now and then - its a great source of information and advice for anyone interested in doing business with or in the UK. Probably the best forum in its niche.

Freelancer.co.uk
Declaration: I am the UK Manager (on a Freelance, but close to full time basis)

Last but not least Freelancer.co.uk is an outstanding platform to get fixed price jobs done. Average job gets about 25 bids (unless like me you have someone in mind and hire them before its even distributed to their network of 2.5m users). The Aussie based site is going from strength to strength with plenty of hard work behind the scenes to attract quality buyers and providers, improve the interface and enhance the service portfolio. It's a must try in my book - and just keeps getting better..

Wednesday 23 March 2011

Heading up the UK arm of Freelancer

Having worked with Freelancer on their launch into the UK market, I have just taken on the role of UK Manager. Exciting times. My remit is to raise their profile, build their brand and increase usage of the site in the UK..

Its a little weird - a cross between a full time job and running my own company - a sign of the things to come I guess - I am now part of a growing band of freelance executives - testimony that you can outsource anything online - from day to day admin - to strategic positions.

Anyway, updates to my blog may take a hit while I get to grips with the new position and get into the swing of things..