Capita, the BBC’s main contractor for TV licensing, has experienced significant delays in upgrading its IT systems, designed to improve the website and customer journey to support digital engagement.24 The BBC told us that delivery had been challenging and delayed by just under two years, with 10 of 13 milestones completed at the time of our evidence session 18 Qq 21, 29-30 19 Q 24; Television Licence Fee Trust Statement for the Year Ending 31 March 2025, 15 July 2025, HC 1182, p. 31 20 Qq 26, 27 21 Qq 22-24 22 Q 13 23 Q 25 24 Television Licence Fee Trust Statement for the Year Ending 31 March 2025, 15 July 2025, HC 1182, p. 31 9 in September. The BBC attributed these delays to the complexity of legacy systems and supply chain, and the need to avoid risks to licence-fee collection during the transition.25