Capita plc, the outsourcing and professional services giant, has been awarded a new four-year contract by Transport for London (TfL) to manage a significant portion of its contact centre services.
The agreement, which includes an option to extend for a further two years, solidifies Capita’s growing relationship with the capital’s transport authority.
Scope of the New Agreement
Under the terms of the contract, Capita will take over handling 50 per cent of all voice calls from customers using the Oyster card—London’s primary electronic ticketing system.
Furthermore, the company will be responsible for managing all written correspondence related to customer queries, including emails and submissions via website forms.
Staff training is currently underway, with the initial phase of operations scheduled to go live in mid-October.
Expanding an Existing Partnership
This new contract significantly expands Capita’s existing footprint within TfL. Capita Public Service already delivers several critical functions for the authority, including the business and enforcement operations for all of London’s Road User Charging schemes (such as the Congestion Charge and ULEZ).
Capita also provides the Access and Wide Area managed services, which cover the delivery of WAN, Local Area Network, and Wi-Fi networks across the entire TfL estate.
Focus on ‘High-Quality Service’
Gavin Dunkley, Managing Director of Capita’s Transport Sector, welcomed the announcement, emphasising the strategic importance of the relationship.
“We are proud of our partnership with TfL, supporting its vital role in keeping London moving, improving air quality and making the capital more accessible.”
“This new win further strengthens our relationship and aligns with Capita’s strategy to deliver better outcomes for clients through data-driven insights. We are now focused on a smooth transition and delivering a high-quality service for the client and consumers.”
The contract reinforces Capita’s strategy of leveraging data and technology to deliver public services, maintaining its position as a key provider of outsourced government and public sector operations in the UK.
