Capita Contract (Supplementary) [5]

Session date: 
September 17, 2003
Question By: 
Lynne Featherstone
Liberal Democrats
Asked Of: 
The Mayor


I came to the Budget Committee and listened very closely to everything that you said and I do not think we got near the truth behind what happened with the Capita contract. Is it not the case actually that the quality control on customer service, which is very expensive and very time consuming to exercise, was assumed by TfL to be part of Capita's remit but actually was not in the contract? Is not that the truth of what happened and is that not why you had to add it in?

Supplementary To: 


Answer for Capita Contract (Supplementary) [5]

Answer for Capita Contract (Supplementary) [5]

Answered By: 
The Mayor

How you can say that you did not get to the truth. We published the contract; we published the amendments. You have, therefore, access to as much knowledge as I have about this and everybody can make up their own minds about it. Clearly, in a scheme that has never been tried anywhere else in the world, except very small schemes that do not parallel this in a couple of Scandinavian countries and of course the wholly different experience in Singapore, and for a scheme that was absolutely groundbreaking and for which there was no precedent, I think we got pretty close to getting it right first go.

We have come back and had to make some amendments to improve the quality of the customer interface. When you think of all the other things that were predicted to go wrong " gridlock, massive rat-running, chaos " I just point out the fact that only 17% of Londoners think this is not working, whereas about 80% think it is.