Our ref: FOI-2174-1617

Thank you for your letter received on 2 February 2017 asking for information about Congestion Charging. I am sorry for the delay in replying.

Your request has been considered under the requirements of the Freedom of Information Act 2000 and our information access policy.

In September 2016, operation of the Congestion Charging Scheme transitioned to a new service provider, under a new contract awarded to Capita. Under this new contract, Capita are required to build, operate and maintain a bespoke system in line with TfL’s specified requirements, to include secure interfaces with a number of services and systems operated both by TfL and by other service providers. Since the cutover to the new systems, we have unfortunately experienced a number of issues with our new systems, which have impacted the quality of the service available to our customers.  We continue to work closely with Capita to resolve these issues.

I can confirm that we do hold the information you require. You have requested ‘a complete list of every individual problem / error currently affecting Congestion Charge systems’. Please find attached a list showing the types of faults that have been reported, however the details of each individual report has been redacted as this information is subject to a statutory exemption to the right of access to information under Section 31 of the Freedom of information Act, which exempts from disclosure information which would, or would be likely to prejudice the apprehension or prosecution of offenders or the exercise of functions for the purpose of ascertaining whether any person has failed to comply with the law.

Disclosure of this detailed information would enable someone with the appropriate technical knowledge to identify all the design features of the system including protocols, communications network design, interfaces and systems architecture of the operating solution. This would result in a significant risk to the physical security of the Congestion Charging system, which would impact on our duty to operate the Congestion Charging and other Road User Charging schemes in line with the Mayor’s Transport and Air Quality Strategies. It is imperative therefore that the security and the integrity of the network is maintained and we are obliged to maintain this. Whilst we make no suggestion that you would use this information for anything other than you own personal interest, disclosure of this information to you has to be regarded as a disclosure to ‘the public at large’.

The use of this exemption is subject to an assessment of the public interest in relation to the disclosure of the information concerned. We recognise the need for openness and transparency by public authorities, however, TfL is the authority responsible for operating Road User Charging Schemes in London. Administration and enforcement of the Schemes is a strictly defined legal process set out within the appropriate Scheme Orders. In order to correctly administer the Schemes, we must ensure our systems and processes also comply with a range of secondary legislation. Any risk to the integrity of the systems or processes could result in TfL having to suspend the Schemes, leaving us unable to fulfil our legal obligations.

If this is not the information you are looking for, or if you are unable to access it for some reason, please do not hesitate to contact me.

If you are not satisfied with this response please see the attached information sheet for details of your right to appeal.

Yours sincerely

Graham Hurt

FOI Case Officer

FOI Case Management Team

General Counsel

Transport for London