Road User Charging - Business Operations Service Extension

Transport for London (TfL) has two contracts with Capita Business Services Limited (Capita) to supply systems and services in support of Road User Charging (RUC):

(1) the Business Operations (BOps) contract, which provides a system for processing payments, multi-channel customer interactions, the receipt, handling and verification of associated records and interfaces with enforcement operations systems and other RUC systems; and

(2) the Enforcement Operations (EOps) contract, which provides a system for processing Penalty Charge Notices, multi-channel customer interactions, regulatory compliance and interfaces with business operations systems and other RUC systems.

TfL is preparing to launch a competitive procurement for a combined Business and Enforcement Operations (BEOps) contract to replace the existing BOps and EOps contracts, but there is insufficient time to procure and transition to the combined replacement before the current contracts expire on 25 September 2026.

TfL has commenced market engagement in advance of launching the competitive procurement. Due to the scale and complexity of the existing services and the need to design, build, integrate and safely deploy a replacement solution, the full procurement, mobilisation and transition is expected to require a minimum of 5 years based on current programme assumptions. This includes the development of procurement documentation, the procurement itself followed by system design, development, integration with existing and future TfL systems, comprehensive testing, and phased migration of live services and data. TfL estimates that within this timeframe, the new BEOps Contract would be awarded approximately mid 2029. Transition activities will then lead to operational commencement between 2031 and 2032.

Delivering this transition within a shorter timeframe would create unacceptable technical and operational risks, including risks to:

- continuity of critical public-facing services;

- compliance with statutory enforcement obligations; and

- accuracy and integrity of charging and enforcement activities.

Accordingly, TfL has awarded a contract extension to Capita to continue to supply BOps services for an initial term of 5 years, with a limited optional extension to a maximum of 7 years to allow TfL to procure and successfully transition to the new BEOPs contract.