Our work for: Appeals Service

Appeals Management System

The goal at the heart of this project was to improve the customer experience and, in so far as possible, reduce the frustration for customers who are appealing a penalty fare or unpaid fare notice.

The challenge

To enable passengers to track the progress of their appeals against penalty fares or unpaid fare notices online.

Sector

Transport, Enforcement

Customer

Appeals Service (AS) handles passenger appeals against penalty fare or unpaid fare notices from a number of UK transport companies, including Transport for London(TfL).

The project

We had already developed a back-office appeals management system for AS. Now they wanted to upgrade their website and make it possible for people to track the progress of their appeals online.

This involved building a new website and web-based system to integrate with the existing back-office system. It also needed to pull in data from the two penalty fare issuing systems that are used by UK travel operators (IRCAS and IRIS).

The result

Individuals can now login and track the progress of their appeals online on a far simpler and clearer website. This has improved the customer experience and cut down on the number of enquiries that caseworkers need to respond to about the status of appeals.

The system will be expanding to enable passengers to track both stages in the TfL appeals process in the future. Unlike other transport services they operate a two-step system. This will involve integration with TfL’s own appeals management and enforcement system.

"Need to ask Nicola or Derrick if they would give us a quote"
Nicola Welling
AS Logo

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