TCS signs 10-year deal with Transport for London to digitally transform taxi, private cab services

Global IT services, consulting and business solutions organisation, Tata Consultancy Services (TCS) has been selected by Transport for London (TfL) to design, implement and operate a new smart mobility system that will re-imagine the administration of taxi and private hire vehicles in London.

Over the course of the 10-year contract – which has the opportunity for a five-year extension – TCS will digitally transform taxi and private hire licensing and administration, as well as implement continuous improvements and innovation, responding to evolving industry trends and customer demands.

TCS will design and launch the new system using its DigiGOV framework for rapid digital transformation. The system will include an on-demand data and records management system that will enhance user experience by offering services like licensing payments and refunds to vehicle operators and owners through digital channels. Streamlined workflows link the user-friendly front-end interfaces with back-end activities such as bookings, personal detail processing and vehicle inspections. This digital shift by design, will encourage a self-service approach among licensees. Further, with data hosted on AWS cloud, the new solution will be scalable to accommodate future growth, and resilient so customers don’t face outages during operational hours.

The new system will be flexible and extensible to comply with evolving policy requirements and legislation. As part of the change management, TCS will conduct in-depth training as part of the onboarding process.

“TfL is the foremost transportation authority in the world with its innovative approach to managing urban transportation with the use of technology and data. The new TCS-designed technology system will meet TfL’s key objectives, enhance customer experience and enable future requirements including connected, shared, electric, autonomous vehicle registrations. We are delighted to be appointed by TfL to deliver this transformation,” commented Amit Kapur, Country Head, TCS UK and Ireland.

Graham Robinson, General Manager of Taxi and Private Hire, TfL, said: “An efficient and effective licensing system is paramount for any regulator overseeing taxi and private hire operations in a world city. We are pleased to have signed this contract with TCS, as it ensures our business keeps pace with technological developments and gives the best possible service to licensees.”