Capita has secured a five-year contract extension to run Transport for London's contact centres, maintaining a partnership that handles millions of enquiries from commuters across the capital each year.
The business process outsourcing firm will continue managing TfL's customer service operations until 2029, building on a relationship that began in 2017. The contact centres field enquiries ranging from journey planning and service updates to Oyster card problems and accessibility information.
For London's commuters, the centres provide a crucial lifeline when digital services fail or when passengers need direct assistance. Staff handle telephone calls, emails and other digital correspondence for the capital's extensive transport network, which carries millions of passengers daily.
The contract win bolsters Capita's position in the public sector outsourcing market, where it serves various government departments and public services. The long-term agreement is expected to provide steady revenue streams whilst demonstrating client confidence in the company's service delivery.
TfL's decision to extend the partnership signals its commitment to maintaining robust customer service as London's transport network evolves. With increasing reliance on digital information and real-time updates, the contact centres remain vital for passengers who require direct help or prefer traditional communication methods over apps and websites.