Business Operations Services Agreement

The contract covers Business operations including IT and other services described below, to support its current road

user charging schemes (including Congestion Charging) and potential future road and infrastructure charging schemes.

LOT 1 - Business Operations. This will include the detailed design, construction, configuration, integration, testing and implementation of a scalable Business Operations IT system(s), on-going continuous operation, and support and maintenance of the system(s) constructed. Data quality analysis, data migration, integration testing and proving will be required, together with working with other Economic Operators. The Service Provider will provide and operate support services to include: a contact centre that will manage customer accounts, providing a number of channels for customer communications, charge payment processing, discount processing, event and returns processing, enquiry and complaint handling and financial accounting. These and other related support services will relate to road and infrastructure user charging schemes (including Congestion Charging) and any other relevant charging schemes.