ESP Group Awarded TfL Concessionary Support Contract

The ESP Group has been awarded a major new multi-million-pound contract with Transport for London (TfL) that will create up to 40 new jobs and extend a partnership spanning almost 20 years into the next decade.

A new four-year agreement will see ESP provide customer contact handling for TfL’s Oyster concessionary travel schemes, which supports some of London’s most vulnerable passenger groups.

The services cover a range of concessionary schemes, including support for children and young people, veterans and care leavers, all of which are eligible for access to discounted and free travel across London’s transport network.

The contract also includes the transfer of existing roles into ESP, enabling continuity of service, and options of two further one-year extensions, potentially extending the partnership through to 2032.

ESP Group has worked alongside TfL for almost 20 years, supporting customers through product fulfilment services alongside call and email handling operations connected to Oyster services. This new contract will see ESP’s role expand whilst broadening its support for customers who rely on concessionary travel to access education, employment, healthcare and essential services.

Ashley Meston, CEO of ESP Group, said:

We are delighted to have secured this new contract with Transport for London and to continue building on a partnership that has now spanned almost 20 years. Mobilisation is progressing well ahead of the official service commencement on 15 June, and this contract represents an important next step in our relationship with TfL.

As well as continuing our role in helping keep London moving, we are now supporting some of the capital’s most vulnerable populations through these concessionary travel schemes. It is work with genuine social impact, and something our teams are incredibly proud to be part of.