Congestion charging payment: credit cards

Meeting: 
MQT on 2009-11-18
Session date: 
November 18, 2009
Reference: 
2009/3323
Question By: 
Caroline Pidgeon
Organisation: 
Liberal Democrats
Asked Of: 
The Mayor

Question

A constituent complains that it took 55 minutes to pay the congestion charge by credit card. What is the average time such transactions have taken during October 2009 ?

Answer

Answer for Congestion charging payment: credit cards

Answer for Congestion charging payment: credit cards

Answered By: 
The Mayor

I am sorry to hear that, and TfL advise me that the average queuing time for payment calls during October was 19 seconds.

However, unfortunately there were some isolated system issues that led to longer call queues in the early part of November. During the first week of the IBM service, the average queuing time for payment calls rose to 2 minutes and 13 seconds. Since then the queue times have fallen back to a level much closer to that seen in recent months under Capita.

Once through to an operator, the time taken to actually process a payment has remained stable at around four minutes.

IBM is providing a completely new and more efficient system for running Congestion Charging and the Low Emission Zone. The new IBM system in London will enable CC Auto Pay, an automated account payment system that is planned to be in place in December 2010 making it easier for customers to pay their charge and reducing the risk of registered customers receiving a Penalty Charge. As well as providing an improved service for customers, the IBM contract delivers £200 million savings for TfL.