Something that didn't escape our attention, or that of thousands of unfortunate TV Licensing customers, is that the official TV Licensing website has been experiencing considerable reliability issues recently.
Capita Business Services Ltd, the TV Licensing operations contractor, is responsible for maintaining the website and associated online payment processing.
It would be reasonable to say that the TV Licensing website often experiences reliability issues. TV Licensing's PR harlots like to pipe on about what a great resource the website is, but the simple fact of the matter is that thousands of people every month experience difficulty accessing the site, updating their personal details and renewing or cancelling their TV licences there.
Capita is contractually obliged to provide a reliable web service to TV Licensing customers, yet appears unable (or unwilling) to do so. Capita knows the exact number of people likely to renew their licences online at the start/end of each month, but for some reason it fails to provide the capacity for them to do so.
The problem is compounded by the fact that thousands of dejected web users try to make contact with the TV Licensing call centre (incidentally, a total waste of time), which in turn is unable to handle the increased volume of calls. As a result TV Licensing pulls the plug on hundreds of telephone enquiries every day.
Of course if you listen to the BBC and TV Licensing then all is rosy and the website is a model of efficiency.
We would be very interested in the number of people that have been unable to renew their TV licences on time as a result of the website's unreliability. We know that Capita chooses to prosecute people only a few days out of licence validity, so wonder how many people have been criminalised as a result of its failure to maintain the website to an adequate standard.
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