22 October 2025: Capita plc today announces it has been awarded a four-year contract to deliver contact centre services for Transport for London (TfL). The contract also includes an option to extend for a further two years.
Under the agreement, Capita will handle 50 percent of all voice calls from Oyster card customers and all written correspondence, including emails and website forms. Staff training is now underway, with operations going live with phase one in mid-October.
This contract expands on TfL’s relationship with Capita Public Service which currently delivers the business and enforcement operations for all of London’s Road User Charging schemes, and also the Access and Wide Area managed services encompassing the delivery of WAN, Local Area Network and Wi-Fi networks across the TfL estate.
Gavin Dunkley, Managing Director, Capita Transport Sector said: “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.”
About Capita
Capita is a modern outsourcer, helping clients across the public and private sectors run complex business processes more efficiently, creating better consumer experiences. Operating across eight countries, Capita’s 34,000 colleagues support primarily UK and European clients with people-based services underpinned by market-leading technology. We play an integral role in society – our work matters to the lives of the millions of people who rely on us every day.