Transforming TfL's Accounts Payable with SAP & OpenText VIM.
Stabilising, optimising and future-proofing AP operations for the UK's largest transport authority.
Transport for London manages a complex supplier ecosystem, processing invoices across diverse operational, infrastructure and service categories.
Overview
The brief
Transport for London (TfL) manages a complex supplier ecosystem, processing invoices across diverse operational, infrastructure and service categories. With increasing pressure on efficiency, compliance and service delivery, TfL set out to modernise their Accounts Payable (AP) function and unlock greater value from their investment in SAP and OpenText VIM.
Zenos was engaged to help TfL stabilise, optimise and future-proof their AP operations — ensuring the organisation could process invoices faster, increase automation, and improve visibility across the entire procure-to-pay cycle.
The Challenge
Operational constraints at scale
TfL's AP team faced several operational constraints common in large public-sector environments:
- High invoice volumes with significant exception rates
- Limited visibility into bottlenecks and workflow performance
- Manual interventions slowing down processing
- A need to strengthen compliance and audit readiness
- Pressure to improve supplier experience and payment timeliness
Although SAP and VIM were already in place, the solution required targeted optimisation to deliver the level of automation and control TfL needed.
Our Approach
A structured optimisation programme
Zenos partnered closely with TfL's AP, IT and procurement teams to deliver a structured optimisation programme focused on three core pillars.
Stabilisation & root-cause analysis
We conducted a deep diagnostic across the VIM landscape, identifying the key drivers of exceptions, workflow delays and data inconsistencies. This included detailed exception pattern analysis, workflow routing and mapping, and a full technical configuration review — giving TfL a clear, evidence-based view of where improvements would deliver the greatest impact.
Process & workflow optimisation
Using insights from the diagnostic, we redesigned and refined critical elements of the AP process: streamlined workflow logic to reduce unnecessary routing, improved matching rules to increase first-time match rates, enhanced exception handling paths and strengthened controls and audit traceability. These changes reduced manual touchpoints and improved processing consistency.
Enabling continuous improvement
To ensure long-term value, we helped TfL embed new capabilities and governance: performance reporting for cycle times, exceptions and throughput; a roadmap for future automation and AI-driven enhancements; and training and knowledge transfer for AP teams. This created a sustainable framework for ongoing optimisation.
The Results
Measurable improvements across AP
TfL has seen measurable improvements across its AP function, including:
- Higher first-time match rates through improved data and matching logic (circa 26% automation increase immediately following the first phase Go Live)
- Reduced exception volumes and faster resolution times
- Greater visibility of bottlenecks and performance metrics
- Improved compliance posture with stronger audit trails
- Better supplier experience through more predictable payment cycles
These outcomes have strengthened TfL's ability to manage spend, support suppliers and maintain operational resilience across the organisation.
What's Next
A forward-looking roadmap
Zenos continues to support TfL with a forward-looking roadmap that includes predictive exception handling and automated workflow optimisation. Together, we're helping TfL build a modern, data-driven AP function that supports the organisation's long-term operational and financial goals.
Talk to us about your AP transformation