- Question by: Len Duvall OBE
- Meeting date: 14 January 2004
I totally agree with you and everyone around this table would say it is a very difficult contract, but actually answering the phone, following procedure notes, getting people being nice to them and giving the right information over the phone is something that is not difficult. It should have settled down now. That is not the case. This is basic stuff about customer care. That is something that Capita, or any contractor, or even TfL, should be able to deal with, and we should not run away from the idea. It is about management; and it is about how do...