Waiting times to access TfL's Congestion Charge telephone number (1)

Meeting: 
MQT on 2017-01-18
Session date: 
January 18, 2017
Reference: 
2017/0051
Question By: 
Caroline Pidgeon
Organisation: 
Liberal Democrats
Asked Of: 
The Mayor
Category: 

Question

Please publish a table showing for each day since the 1st October 2016 the performance of the TfL Congestion Charge telephone line 0343 222 2222, showing (a) the average waiting time faced by each caller, (b) the longest waiting time faced by a caller each day, and (c) the total number of abandoned calls by people waiting to access a response to the telephone line.

Answer

Answer for Waiting times to access TfL's Congestion Charge telephone number (1)

Answer for Waiting times to access TfL's Congestion Charge telephone number (1)

Answered By: 
The Mayor

Written response from the Mayor

TfL’s contractor, Capita, who run the Congestion Charge systems, recently faced a number of problems following a system upgrade. This meant that some customers were let down.

 

TfL is resolving the issues, including through a series of system and process changes, such as bringing in additional staff and improving the voice recognition systems. I have been assured by TfL that customers have not been penalised if they have been unable to pay as a result of these problems.

 

I would like to provide assurances that there is a comprehensive Service Level Agreement (SLA) within the contract that measures the service provider’s performance on a monthly basis against a number of performance indicators. The SLA is in place to ensure the service provider delivers a service at TfL’s required standard. The level of the penalty applied by TfL to each of the performance indicators that are failed each month varies depending upon the severity of the impact to customers.

 

Please see the attached table in Appendix 51 for details of call waiting times and abandonment rates.