Our Work
TFL Appeals

Appeals Service Made Simple by ITAL

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What was required:

Independence and transparency are critical requirements for TfL who approached ITAL to deliver a complete appeals handling service for their rail and bus systems. They required a bespoke system to help administer 2nd and 3rd stage appeals; looking to ITAL to help simplify and streamline the process between appeals tracking, handling and monitoring.

What We Did:

The Appeals Service is a business unit of ITAL which was set up in 2003 to independently assess appeals against Penalty Fare Notices issued on rail services in the UK. ITAL developed a solution to integrate Transport for London's 2nd and 3rd stage appeal process with the existing Appeals Service system which handled cases at the 1st stage. The solution introduced an API interface with the Appeals Service system, to allow the automatic update of cases, and instant sharing of penalty fare data for each case, to bring transparency to all cases and simplicity of data management.

This solution was developed to meet TfL's needs for a new 3 stage appeal process which was implemented during 2011-2012.

Results:

The implemented system, and particularly the introduction of a three stage process, has been so successful that it is now being recommended to all train operating companies to improve the standards of all appeals processing.

As a result, TfL requested a further integration with the existing Appeals Service system, allowing TfL more access to information that was previously only accessible manually. This was implemented in September 2017, enabling passengers to submit further appeals to TfL online, instead of by post. This has saved TfL further time processing work and speeded up responses by email, thereby delivering staff and cost savings and improving the customer experience.

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