Capita awarded new contract to deliver contact centre services for Transport for London

Capita plc has announced the signing of a new four-year agreement with Transport for London (TfL) to provide customer contact centre services, with an option to extend the deal for an additional two years.

As part of the contract, Capita will manage half of all voice calls from Oyster card users as well as all written communications, including emails and web form submissions. Staff training for the new service is already in progress, and the first phase of operations is expected to go live in mid-October.

This latest contract builds on Capita’s long-standing relationship with TfL. The company’s Public Service divisioncurrently manages TfL’s Road User Charging schemes, which include business and enforcement operations, and provides Access and Wide Area managed services, covering WAN, LAN, and Wi-Fi networks across TfL’s infrastructure.

Gavin Dunkley, Managing Director of Capita’s Transport Sector, said the new contract reinforces the partnership between the two organisations:

“We’re proud to continue supporting TfL’s crucial mission to keep London moving, improve air quality, and make the city more accessible.This new agreement further deepens our collaboration and reflects Capita’s commitment to delivering better outcomes for clients through data-driven insights. Our focus now is on ensuring a smooth transition and providing a high-quality service for both TfL and its customers.”