Sent from Coventry

The London congestion charge scheme is run by service operator Capita at its base in Coventry, UK. There are two call centres at different sites in Coventry to ensure a continuous service. Capita's involvement enabled the full electronic interfacing of the appeals process with the parking and traffic appeals service (PATAS). Outsourcing has allowed Transport for London (TfL) to ensure a high level of quality through a system of fines if the system fails to meet performance targets. There has been a shift towards quality from speed. Originally only one person would examine each number plate photo, but the resulting errors led to a change in the system so that three people now examine each photo. Two photos are now attached to each penalty charge notice (PCN) issued. Approximately 70% of representations against PCNs are still allowed by TfL and TfL do not contest between 2-30% of appeals. The appeals process is a key area for the quality performance indicators introduced by TfL and Capita. TfL has staff at Capita to monitor their performance. Capita is preparing for the western extension to the charging zone from 2007.


  • English

Media Info

  • Pagination: 14-6
  • Serial:
    • Issue Number: 177
    • Publisher: Landor Publishing Limited
    • ISSN: 0962-3566

Subject/Index Terms

Filing Info

  • Accession Number: 01050823
  • Record Type: Publication
  • Source Agency: Transport Research Laboratory
  • Files: ITRD
  • Created Date: Jun 5 2007 12:17AM