We’re proud to have been asked by the Government to explore more than 100 situations to support the Covid-19 response. This has already included work for the NHS and other healthcare support; helping the NHS onboarding process for thousands of returning doctors and nurses; enabling government to communicate with, and support, vulnerable people during the crisis; providing digital technology to a London health trust; contributing resource to healthcare call centres; and being part of an initiative to set up health testing centres.
We’re pleased to have been able to help the government mobilise and share resources to support communities in the UK and to be able to support our private sector clients to respond to higher demand from their customers.
Here’s a collection of examples where we’ve recently been asked to provide innovative solutions to strengthen the connections between business and customers, governments and citizens...
As the coronavirus pandemic continues to turn the world upside down, we remain focused on supporting organisations to deliver essential services whilst taking every step possible to protect our own employees.
Protecting communities with the Ministry of Justice
We’ve been supporting the Ministry of Justice to reduce crime since 2014 with our Electronic Monitoring service, a non-custodial solution which assures public safety
and aids the rehabilitation of prisoners.
The monitoring unit is tracked from our 24/7 customer service centre, with links to local police, the probation service and a wide network of agencies to ensure people get appropriate support, including with alcohol and substance issues, to reduce the likelihood of
re-offending.
We’re delighted to announce a 3-year contract extension to this critically important service which will see our technology and contact centre helping the justice system to protect communities until 2024.
Helping banking customers manage their finances
We’ll be helping a high street bank answer essential queries from customers faster and more efficiently by supporting their front-line customer service operations with the latest technology and our people solutions.
Our flexible staffing service will double the bank’s existing team, providing expert, experienced agents who’ll ensure the highest professional standards of engagement on each call. The three-year agreement is to ensure a seamless experience for customers, enabling them to manage their finances in the easiest way possible. In addition to supporting the bank to provide great customer care, it will also help to significantly reduce overtime spend.
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Supporting patients with safe and consistent urgent healthcare advice
Our trusted healthcare software will be helping a UK region to deliver urgent healthcare services through safe, consistent assessments of a patient’s symptoms over the telephone.
The latest clinical content technology, combined with an intuitive user interface, will help call handlers prioritise each patient according to their symptoms and medical history. As information is taken from callers, the software maps out the most effective care pathway, combining innovative clinical content technology with telephony to signpost users to the most appropriate care.
The seven-year contract reflects our experience in healthcare: since 2001 our decision support software has been used across the world to power over 100 million patient transactions.
Helping transform mobile communications for UK emergency services
We’ve been asked by the Home Office to migrate the UK emergency services to the Emergency Services Network (ESN), a new 4G-based critical communications system.
ESN is a cross-government programme to transform emergency services’ mobile working, especially in remote locations and during network congestion. The new network will help to further protect lives by enabling live searches and database updates, whilst enhancing secure voice channels for police, fire and rescue, ambulance services and other first responders.
Capita’s solution will draw on over 30 years’ experience of delivering advanced systems to the emergency services and will work with the current Airwave system and the ESN to enable emergency services to use both during the transition.
Enabling customers to make informed retirement decisions
We’ll be supporting the customers of a large UK insurance provider with additional employee resource, building on the existing ten-year partnership with a new five-year agreement.
Our team will enhance the experience of retired customers, by providing information across a range of complex specialist insurance products and adhering to all regulatory requirements. This will ensure customers can make informed and timely retirement decisions.
With the delivery of excellent customer service, modernisation to improve satisfaction and strong net promoter scores (NPS) across the client’s suppliers, we’ve evidenced our value to the partnership. The new agreement is a reflection of that and we’re looking forward to continuing to help deliver the best possible outcomes for customers.
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Future-proofing housing services to better support customers
We’ll be better connecting Bolton at Home with their customers and sites with a four-year contract to deliver IT services, enabling a more mobile and collaborative workforce. We’ll be migrating the housing association’s current system – and over 1,100 users - to the cloud, enabling them to take advantage of emerging technologies such as the internet of things (IoT), data analytics and machine learning to create better outcomes for their communities.
To boost efficiency, the new system will include a personalised tool for employees to resolve enquiries and provide data-rich reports to support customer self-service.
We’re also providing a cloud-based telephony platform and a managed print service, with eco-optimised printers and toners helping to reduce their environmental footprint.
Enhancing career opportunities
for civil servants
We’re creating thousands of opportunities for civil servants to build their careers within the government through the apprenticeship framework, equipping them with the skills they need to excel and offering a structured pathway to help them achieve their career goals.
Our technology helps track the progress of learners to ensure they’re always getting the support they need, when they need it. We’ve been delivering more than 6,000 apprenticeships a year for the civil service since 2017 – an impressive 26% of all government apprenticeships.
The introduction of the new Digital Purchasing System means that more government departments and civil servants will now have access to our apprenticeship programmes.
Providing passengers with access to 4G services on the London Underground
We played an instrumental role in the design and build of the first publicly available 2G, 3G and 4G mobile service on the London Underground in partnership with Transport for London (TfL) and suppliers. This included the management of the project - a significant engineering challenge in managing up to 300 operatives a day to install the necessary infrastructure whilst minimising any disruption to the London Underground’s five million daily passengers.
We also remain responsible for the ongoing management and operation of the network, which covers significant sections of the Jubilee Line, including most ticket halls and corridors.
Supporting digital transformation in local government
We’re looking forward to supporting the local authority-wide digital transformation of a large city council as part of a five-year contract delivering a suite of software-as-a-service (SaaS) solutions covering finance, payments, revenues and benefits, and education.
Drawing upon our digital and technology expertise, we look forward to supporting more efficient operations alongside the delivery of better outcomes for the communities they serve.
Introducing artificial intelligence to improve customer experience
We’ll be helping to improve customer experience for a major UK telecommunications provider by applying our expertise in artificial intelligence and customer management to support their digital transformation as part of a five-year contract.
Providing faster responses to telecoms customers
We’ve been delivering fast-response customer service support to another major UK telecommunications provider for two years and are delighted to agree a 12-month service extension to build on the successful delivery of this service. This forms part of a strong, seven-year partnership with the provider.
Improving connectivity for local communities
We’re looking forward to improving internet connectivity for communities across Norfolk with a contract to build a local full-fibre network for Norfolk County Council. We’ve also agreed a four-year contract extension for IT services with the local authority.
Delivering expert advice to water utility customers
We make it possible for a water services company to deliver excellent customer service by providing customer services resources and expertise. We’re delighted to be building on the existing two-year partnership with an agreed three-year contract extension to continue to deliver their customer services.
Enabling better communications for
the Border Force when at sea
We’ll be enabling the five cutters in the Home Office Border Force Maritime Fleet to communicate with the Home Office even when out to sea by providing 4G and satellite communications over the next three years.
Supporting agile leadership in the Royal Navy
We’re delighted to be extending our partnership with the Department for Education (DfE) to deliver the end-to-end administration for their Teachers’ Pension Scheme (TPS) for all members in England and Wales.
The TPS is one of the largest public sector pension schemes in the UK. The four-year partnership extension builds on our 20-year collaboration with the DfE and starts from autumn 2021
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Supporting the wellbeing and safety of local communities
Keeping everyone in touch
with the latest communications
Enhancing support to reassure
and inform customers
Nurturing talented workforces to strengthen organisations
Supporting the wellbeing and safety of local communities
Keeping everyone in touch
with the latest communications
Enhancing support to reassure
and inform customers
Nurturing talented workforces to strengthen organisations
Supporting the wellbeing and safety of local communities
Keeping everyone in touch
with the latest communications
Enhancing support to reassure
and inform customers
Nurturing talented workforces to strengthen organisations
Supporting the wellbeing and safety of local communities
Keeping everyone in touch
with the latest communications
Enhancing support to reassure
and inform customers
Nurturing talented workforces to strengthen organisations
Supporting the wellbeing and safety of local communities
Keeping everyone in touch
with the latest communications
Enhancing support to reassure
and inform customers
Nurturing talented workforces to strengthen organisations
Supporting the wellbeing and safety of local communities
Keeping everyone in touch
with the latest communications
Enhancing support to reassure
and inform customers
Nurturing talented workforces to strengthen organisations
Supporting the wellbeing and safety of local communities
Keeping everyone in touch
with the latest communications
Enhancing support to reassure
and inform customers
Nurturing talented workforces to strengthen organisations
Supporting the wellbeing and safety of local communities
Keeping everyone in touch
with the latest communications
Enhancing support to reassure
and inform customers
Nurturing talented workforces to strengthen organisations
Supporting the wellbeing and safety of local communities
Keeping everyone in touch
with the latest communications
Enhancing support to reassure
and inform customers
Nurturing talented workforces to strengthen organisations
Supporting the wellbeing and safety of local communities
Keeping everyone in touch
with the latest communications
Enhancing support to reassure
and inform customers
Nurturing talented workforces to strengthen organisations
Supporting the wellbeing and safety of local communities
Keeping everyone in touch
with the latest communications
Enhancing support to reassure
and inform customers
Nurturing talented workforces to strengthen organisations
Supporting the wellbeing and safety of local communities
Keeping everyone in touch
with the latest communications
Enhancing support to reassure
and inform customers
Nurturing talented workforces to strengthen organisations
Supporting the wellbeing and safety of local communities
Keeping everyone in touch
with the latest communications
Enhancing support to reassure
and inform customers
Nurturing talented workforces to strengthen organisations
Supporting the wellbeing and safety of local communities
Keeping everyone in touch
with the latest communications
Enhancing support to reassure
and inform customers
Nurturing talented workforces to strengthen organisations
Supporting the wellbeing and safety of local communities
Keeping everyone in touch
with the latest communications
Enhancing support to reassure
and inform customers
Nurturing talented workforces to strengthen organisations
Supporting the wellbeing and safety of local communities
Keeping everyone in touch
with the latest communications
Enhancing support to reassure
and inform customers
Nurturing talented workforces to strengthen organisations
Supporting the wellbeing and safety of local communities
Keeping everyone in touch
with the latest communications
Enhancing support to reassure
and inform customers
Nurturing talented workforces to strengthen organisations
Start
Making sure teachers receive
their pensions
We’re delighted to be extending our partnership with the Department for Education (DfE) to deliver the end-to-end administration for their Teachers’ Pension Scheme (TPS) for all members in England and Wales.
The TPS is one of the largest public sector pension schemes in the UK. The four-year partnership extension builds on our 20-year collaboration with the DfE and starts from autumn 2021
Supporting the wellbeing and safety of local communities
Keeping everyone in touch
with the latest communications
Enhancing support to reassure
and inform customers
Nurturing talented workforces to strengthen organisations
Helping to make a difference during the pandemic
Enhancing
customer service
Leading with tomorrow’s
technology for today
Supporting local
communities
Helping to make a difference during the pandemic
Enhancing
customer service
Leading with tomorrow’s
technology for today
Supporting local
communities
Enabling thousands of clinicians to return to support the NHS Covid-19 response
Since the start of the Covid-19 pandemic, we’ve been supporting the NHS to vet and onboard thousands of returning clinicians who are helping to deal with the crisis. Within days of receiving a brief from the NHS, we mobilised our resources to stand up a new team to ensure that the returning doctors and nurses had the right documentation in place to begin working and help the Covid-19 relief effort.
Supporting the Department for Work and Pensions with increased Universal Credit demand
We deployed our largest ever virtual workforce to support the UK Government’s Covid-19 relief effort, leveraging our significant technology and customer management expertise to provide the Department for Work and Pensions (DWP) with a virtual customer support centre.
This is helping the Department deal with the huge surge in demand it has seen for its Universal Credit helpline – which supports vulnerable people – as a result of the Covid-19 pandemic. We also applied our digital expertise to implement a new digital solution which enabled the remote training and deployment of an initial cohort of 200 call handlers and managers in just four weeks.
Giving help to organisations
taking remote payments as a result
of Covid-19
To enable those needing to take payments remotely as a result of the Covid-19 crisis, including private businesses, housing associations and third sector companies, we’re offering Pay360 Call Secure Digital, a secure phone and e-commerce payment system, free of both licence and implementation charges, for six months.
Enabling e-teaching and learning
with Microsoft and Google
In May, we were selected by Microsoft and Google to provide Office 365 and G-Suite cloud-based solutions respectively to schools across the UK, enabling remote teaching and learning. This is in support of the Department for Education’s ‘Platform Provisioning Programme’ to fund and deploy digital learning platforms to every school that needs it.
Transforming customer services for Irish Water
We’re looking forward to applying our software, data, analytical and digital capabilities to Irish Water’s customer support services as part of a new contract worth €50m over five years, with the option to extend for a further two years, which would be worth an additional €17m.
Supporting a major UK retailer to meet
demand during Covid-19
We are supporting a major high street retailer to manage their unprecedented levels of customer sales enquiries following the outbreak of Covid-19. The client did not have the digital capability or resource to support this demand, but within 10 days of their request for support, we rapidly introduced a cloud-based telephony system. We then went on to provide skilled call advisers to support with back office activities including clearing backlogs of orders and refund processing.
Making sure teachers continue to
receive their pensions
We’re delighted to have been asked by the Department for Education to extend our delivery of the end-to-end administration of the UK Government Teachers’ Pension Scheme (TPS) for all members in England and Wales. Starting on 1 October 2021, the contract is worth £60m over four years.
Delivering the Emergency Services Network infrastructure for Transport
for London
We’re delighted to be working with Transport for London (TfL) to design and deliver the network infrastructure that will underpin the upcoming Emergency Services Network (ESN) throughout the London Underground. The scope of the one-year, £23.5m contract includes the design, installation and testing of network cables in tunnels as well as installation and testing of ‘local area network’ infrastructure on platforms and in stations.
Becoming sole supplier on new framework to act as a one-stop-shop for education organisations
We’ve been selected as the sole supplier to deliver education technology services for schools and local authorities for the next four years on Yorkshire Purchasing Organisation’s (YPO) latest framework. This is the first education framework by YPO to consist of a single supplier. Through this framework we’ll provide schools, and public sector establishments, with a complete pre-approved one-stop-shop
to support all their current and future technology needs.
Extending our hybrid IT services with Amazon Web Services specialist HeleCloud
We’ve gone ‘multi cloud’ by entering a partnership with HeleCloud,
an Amazon Web Services (AWS) specialist, adding AWS managed services to our Microsoft Azure cloud services portfolio. In addition to AWS and Microsoft Azure multi-cloud managed services, we also offer private cloud and manage ‘on-premise’ systems. This means we can provide managed services in both cloud environments – providing more options for new and existing clients.
Strengthening our software and digital
offering with a new development partner
In April, Distributed became the latest company to join Capita Scaling Partner, our start-up development arm. Distributed builds high performing digital development teams made up of software engineers from around the world, to deliver first class software for its clients.
The service allows businesses to specify their requirements and a bespoke team is then built at speed, by drawing upon Distributed’s pool of experienced freelance programmers who specialise in software development. This partnership with Distributed will help further build Capita’s position as a leading software and digital services business.
Digitising democracy with
Lambeth Council
We enabled Lambeth Council to deliver the UK’s first virtual mayoral swearing-in ceremony, for the new Mayor of Lambeth, as part of the council’s first digitally held annual general meeting (AGM) in May. We have also continued to run and produce digital meetings on behalf of the council throughout the pandemic, building protocols and new ways of working that will enable them to run these meetings themselves in the future.
Helping to maintain water supply with
video-streaming technology for Anglian Water
We are proud to announce that Anglian Water Services has chosen our live video streaming service, ResponsEye, to enable the company to continue to maintain services safely whilst reducing the need for physical attendance on site by their engineers. This is the first time ResponsEye will be used outside the emergency services and shows the versatility of the software.
Creating better outcomes
April-June 2020
Trading during the pandemic
Capita and its people have, like thousands of other businesses, faced numerous challenges and uncertainties over the past quarter. But, thanks to the hard work and professionalism of our colleagues,
we have delivered a strong operational response to the Covid-19 crisis. This has only been possible due to the actions we have taken over the past two years to simplify and strengthen the organisation.
On 25 June, we shared a trading update with the market, ahead of our half-year results, detailing how we’ve been performing in the current economic climate. We anticipate that revenue in the first half will be around 10% lower than 2019; 5% of this decline relates to Covid-19.
A small decline in trading was expected in the first half due to contract losses reported in 2019.
We have had to take tough but prudent decisions to protect our financial position – and will continue to do so, if necessary. In the first half, we delivered cost savings of £45m and that has helped mitigate the financial impact of Covid-19. We expect significant further cost savings to be delivered in the second half of the year.
We have continued to secure contract wins, extensions and renewals, details of which can be found in this newsletter. And, despite the impact of Covid-19, we’ve seen a resilient performance across our business, driven by our long-term partnerships with government and blue-chip clients.
Our response to the current crisis
We’ve continued to work alongside government throughout the pandemic, bringing together strengths from across our divisions to provide technology, customer management expertise and digital solutions when they are needed the most.
We deployed our largest ever virtual workforce to support the Department for Work and Pensions with the huge surge in demand for its Universal Credit helpline which supports vulnerable people. Within days of receiving a brief, we were able to support the NHS with the vetting, documentation and onboarding of returning doctors and nurses to the NHS front line to support the Covid-19 response.
Our software solutions and technology capabilities have enabled businesses, individuals and schools to continue to work and operate remotely during the Covid-19 crisis. We’ve continued to deliver for new and existing clients and businesses, to react, often at short notice, to increasing demand and a changing customer landscape. We’ve demonstrated that, even in times of adversity, we’re a reliable partner in providing the customer service resource, expertise and technology organisations need to handle the increasing number
of customer queries.
Our people
Our priority during these unprecedented and challenging times remains the well-being of our colleagues. As we emerge from Covid-19, our approach will continue to be careful, measured and put the safety of our people first. While it’s very difficult to predict how things will develop, our pandemic framework will be our guide as we continue to navigate this crisis. This provides an overview of where we are now and what this means for
how we work.
Looking beyond Covid-19, we’re also considering how the effects of the pandemic will shape our future as a company; and how we can build on this experience to drive us forward as a consulting, transformation and digital services business. We remain committed to our strategy, but we must be ready to learn, adapt and evolve the ways we implement it, if we are to remain resilient for the long term.
Despite all the challenges, Capita remains – first and foremost – a purpose-led business. We must ensure that our purpose – to create better outcomes for all stakeholders – remains our guiding light.
