Can you tell me the following information about the Congestion Charging systems upgrade in the fourth quarter last year? 1. What areas did the systems upgrade cover 2. How many accounts were transferred from the old system to the new one? 3. How many errors occurred in transferring the accounts details e.g. name and address? 4. How many account balances were transferred incorrectly? 5. How many errors occurred in the direct debit system in collecting monies by month from these accounts and what percentage were these of the total cash collection transactions? 6. How many and how much was refunded by way of payment and cancellation of Penalty Charge Notices by month as a result of the systems upgrade? 7. How much did the systems upgrade cost against the original budget? Thank you for your help.

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Our ref: FOI-2535-1718/GH

Thank you for your request received by Transport for London (TfL) on 4 December 2017 asking for information about the Congestion Charging systems upgrade.

Your request has been considered under the requirements of the Freedom of Information Act 2000 and our information access policy. I can confirm that we do hold some of the information you require.

1. What areas did the systems upgrade cover

    

    

   We re-let the contract to provide better value for money and upgraded the system to take account of changes to the scheme and technological advances since 2009. Please see the following link which explains each schedule in the contract: https://tfl.gov.uk/corporate/publications-and-reports/london-road-user-charging-agreement

    

    

2. How many accounts were transferred from the old system to the new one?

419,590 accounts were transferred during the upgrade.

3. How many errors occurred in transferring the accounts details e.g. name and address?

This information is not held in a way which allows us to report on the number of such incidents. Should a customer contact us with a problem, we will investigate it and record the details within their individual account. We would therefore need to check every account to see if any such problem was reported.

4. How many account balances were transferred incorrectly?

As above, we don't record this.

5. How many errors occurred in the direct debit system in collecting monies by month from these accounts and what percentage were these of the total cash collection transactions?

We did not offer a Direct Debit facility previously; as such no errors occurred.

6. How many and how much was refunded by way of payment and cancellation of Penalty Charge Notices by month as a result of the systems upgrade?

We do not record this.

7. How much did the systems upgrade cost against the original budget?

We are not obliged to provide you with the specific cost information as it is subject to a statutory exemption to the right of access to information under section 43(2). In this instance the section 43(2) exemption has been applied as disclosure would, or would be likely to prejudice our commercial interests, as well as those of the service provider. However, as per their contract, there are a number of milestones of which the service provider must meet before payment is received. To elaborate, all budgets and payments are agreed as part of the contract.

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, particularly where the expenditure of public money is concerned, but in this instance the public interest in ensuring that we are able to obtain the best value for public money outweighs the general public interest in increasing transparency of our processes.

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

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