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
Enhancing
customer service
Leading with tomorrow’s
technology for today
Supporting local
communities
Helping to make a
difference during the
pandemic
Contracts for the Congestion Charge, Low Emission Zone and the Ultra Low Emission Zone extended by TfL
We’re very pleased to have secured further work with Transport for London (TfL) to manage London’s Congestion Charge, Low Emission Zone (LEZ) and Ultra Low Emission Zone (ULEZ), as well as the ULEZ extension. The £355m deal comprises an extension to our work on existing schemes, from October 2021 to October 2026, and new work associated with the expansion of ULEZ, Direct Vision Standards, LEZ and their operations to October 2026.
ULEZ and the Congestion Charge are a key part of the Mayor of London and TfL’s strategy to reduce traffic and air pollution across the city. The world's first ULEZ has already helped to reduce roadside NO2 within its boundaries by 44% in roadside NO2 and 79% of vehicles entering it meet its emission standards.
Continuing to serve customers
In July, our Customer Management division secured a contract renewal with a major telecomms provider worth £6.5m over 12 months. The team, which currently delivers customer care and technical solutions services, will grow by 35% as a result.
The renewal will help the client to be more consistent across its business and gives us more opportunities to provide support by incorporating its other brands.
Capita Europe signs deal with multinational telecommunications business
Capita Europe has signed a customer service deal with a multinational telecommunications company worth £9.7m over two years. The contract will deliver the commercial customer service for the client, including processing all concerns about contracts, invoices and complaints as well as sales advice.
Continuing to deliver digital
transformations in Scotland
Our Technology division announced 17 contract renewals on the Scottish Wide Area Network (SWAN), a framework that delivers a single shared network infrastructure across Scotland’s public sector.
The contracts, which will run until March 2023, have a combined value of £11m.
Capita integrates what3words into ControlWorks to support emergency services
Last month we successfully integrated the location finding app what3words into our ControlWorks solution. This will enable emergency services – such as the police and fire and rescue services – to respond to incidents when callers are unable to describe their exact location.
Pay360 to simplify payment processes for Buckinghamshire County Council
We’re pleased to announce a two-year contract with Buckinghamshire County Council to deliver a multi-channel solution to make it easier for its 546,000 residents and business customer to pay for services such as council tax, business rates and planning fees.
Capita launches payment platform with reward plan for software companies
In July, Pay360 launched Evolve, a ‘one-stop-shop’ payment platform that offers a range of payment channels, including online, mobile and cash. Software companies that integrate Evolve into their products will be enrolled into a reward plan in which they’ll earn revenue based on payments made through their solutions.
Providing technology to connect vital local services in Cheshire
Our Technology division has secured a contract with Cheshire East Council worth £8m over five years. The contract, which has the option to extend for another five years, will provide a wide area network connecting more than 500 sites for local councils, schools and fire and police services within the county of Cheshire.
Partnering with Applicaa to offer online enrolment for schools
As we previously announced, Capita Education Software Solutions (ESS) will offer Applicaa’s solutions, Admissions+ and Admissions+ Pro, alongside SIMS, its market-leading management information system for schools. This will enable schools to offer online registrations, enrolment and virtual open days.
Preparing for the future of work
When so many of Capita’s colleagues quickly moved to working from home in March 2020, we had little idea of the journey that lay ahead. As we’ve considered how the pandemic will shape our future as a company, our approach has been informed by listening to – and learning from – our teams across the world. Together, we’ve had to overcome many challenges and find new, innovative solutions to remain productive, collaborative and stay connected.
Although we had hoped to begin the process of making a gradual return to our offices for the new year, we now know that living and working under increased safety measures will be a reality for us all for some time to come. During this time, we will continue to support safe working both in the field and in our offices that are open – with everyone who can work from home continuing to do so. In the meantime, we will continue preparing for the future and ensure that when we can return, we do so in a way which makes the most of what we have learned and reflects our progress as a leading consulting, transformation and digital services business.
Delivering better environmental outcomes
Helping to make a
difference during the
pandemic
Enhancing
customer service
Delivering better environmental outcomes
Leading with tomorrow’s
technology for today
Supporting local
communities
One millionth call to Universal Credit helpline answered, supporting vulnerable people in crisis
In April, we signed an initial contract with the Department for Work and Pensions (DWP), following a huge surge in demand for its Universal Credit helpline due to COVID-19.
In August, we answered the one millionth call on behalf of the DWP, ensuring that Universal Credit continues to be accessible to those who are most vulnerable. We also signed a sixth-month extension, meaning our partnership with the DWP will continue
until April 2021.
£6.5m
over 12 months
Helping SMEs to optimise their workforces with Retain Cloud
We’re pleased to launch Retain Cloud, a software-as-a-service workforce planning and management solution, for small and medium-sized (SME) companies. With Retain Cloud, SME staffing managers will have a complete view of resource and people supply and work demand, which will help them to monitor and manage confirmed and potential projects.
Creating
better
outcomes
Our ongoing commitment to tackling racism
2.
In our last update we shared our three commitments to tackling racism and enhancing ethnic diversity at Capita:
In the final three months of last year, we made strong progress with all three of our commitments:
• We launched a mutual mentoring scheme within the Government Services division. The programme involves 30 senior leaders volunteering to be partnered with 30 Black, Asian and other Ethnic Minority colleagues to share their lived experience and thoughts, focused around 10 topics over 12-months. After a successful pilot, we will be rolling out the programme across Capita in the UK and Ireland.
• We developed an anti-racist training module that raises awareness of racism in the workplace and how to understand and deal with our biases. The aim of the module is to ensure that Capita isn't just a place where racism doesn't occur but to be an organisation that tackles racism and is anti-racist.
• We celebrated Black History Month virtually by raising awareness of Black heritage history through online events, campaigns and workshops.
• We supported 20 young people (60% of Black, Asian and other Ethnic Minority) from a diverse range of backgrounds in a virtual work experience week.
Our next steps are to define what we mean by ‘zero tolerance to racism’, publish our ethnicity pay gap in our annual report and continue to roll out inclusive recruitment training to all our hiring managers.
Zero tolerance for racism.
1.
Raising awareness of racism in the workplace.
3.
A sustainable representation of ethnic diversity in the communities that we operate in at all levels in the workplace.
Providing training services to the Royal Navy and the Royal Marines
We’ve been chosen to transform and modernise the Royal Navy’s shore-based training across 16 sites in the UK as the lead partner in a consortium called Team Fisher.
The contract, worth an estimated £1bn over 12 years, will see us leading the delivery of the training programme, utilising our expertise in transformation, learning and the delivery of complex, technology-enabled defence projects. We’re partnering in the consortium with Raytheon UK, Elbit Systems UK, and Fujitsu, as well as with several smaller British suppliers.
The consortium will combine a range of sophisticated technologies, processes and training management systems to fulfil the contract. It will review and modernise all training courses and provide accompanying analytics to ensure training methods best meet the Royal Navy’s needs.
The modernised training service will be designed to provide the Royal Navy with better qualified and more motivated and experienced personnel who are equipped with the skills and expertise needed to deal better with the challenges of the future. The new service will be delivered by an expected 1,100 of the consortium members’ employees, working alongside Royal Navy personnel.
Providing training services to the Royal Navy and the Royal Marines
We’ve been chosen to transform and modernise the Royal Navy’s shore-based training across 16 sites in the UK as the lead partner in a consortium called Team Fisher. The contract, worth an estimated £1bn over 12 years, will see us leading the delivery of the new training programme, utilising our expertise in transformation, learning and the delivery of complex, technology-enabled defence projects. We’re partnering in the consortium with Raytheon UK, Elbit Systems UK, and Fujitsu, as well as with several smaller British suppliers.
Continuing to deliver the recruitment service for the British Army
We’ll be continuing to deliver the recruitment service for the British Army, including the enhancement of their recruiting systems and processes through technology and digital improvements. The extension to the Ministry of Defence contract, worth £140m over two years, follows on from the Recruiting Partnering Project successfully achieving 100% of the 2019/20 recruiting year target for regular soldiers, the best performance since the contract began.
Digitising Royal London’s identity verification processes to streamline fraud and risk management
Capita’s Pay360 will supply Royal London with Optimize Verify, a cloud-based solution that will enable the Royal London fraud and risk management teams to make more accurate automated decisions on customer acceptance to help manage fraud and risk. The three-year contract, worth £2.3m, will provide Royal London with a solution to digitise and reduce the operational costs of fraud management, while helping them to identify and accept more genuine customers to ultimately increase revenue.
Delivering network connectivity and telecommunications solutions through YPO framework
We’ve secured a four-year agreement to deliver network and telecommunications services through the latest framework of YPO, one of the largest public-sector buying organisations in the UK. We’ve been delivering network connectivity and telecommunications solutions to public sector organisations for more than 30 years and, earlier this year, became the sole supplier on the ICT Managed Service for Education Framework.
Helping local government support vulnerable children with new technology
We’ve launched Attendance Collection Tool (ACT), a cloud-based software solution to help local education authorities collect the data they need from schools to ensure that the most vulnerable children, including children under the care of local authorities, receive relevant education provision. ACT also ensures those with a special educational need or disability have access to appropriate and relevant education provision.
New personal finance app launched to help our entire UK workforce manage their money more easily
Level Financial Technology became the latest business to join Capita Scaling Partner, our start-up development arm. Level builds tools that let employees easily keep track of their disposable income throughout the month, access instant earned-salary advances and automatically save part of their monthly wage into the best savings accounts. Capita itself has adopted Level’s new service and we have introduced a new personal finance app to help our UK workforce manage their money more easily.
Live video-streaming software launched to support Surrey and West Sussex fire and rescue services
Capita’s 999eye software enables callers to live stream videos directly to control room operators. Having ‘eyes’ on the scene will help operators from Surrey and West Sussex fire and rescue services assess the severity of the incident almost instantaneously and support their decision-making processes to ensure the most appropriate response is mobilised. They will also be able to advise on public safety and guide people away from potential danger.
Capita’s customer experience management named ‘market leader’ by Everest Group’s latest research
Capita’s customer experience management has been named a ‘market leader’ according to Everest Group’s peak matrix research 2020. The report found we had strong client satisfaction scores due to our technological and digital capabilities. The report commended the way in which Capita customer management positions itself as a digital transformation partner with a focus on digital adoption in terms of automation, analytics and agent augmentation tools.
Supporting social housing providers with property management using our emergency services software
We’re enabling social housing providers to view their properties remotely in real time, helping operatives to evaluate the situation and advise tenants on how to fix the issue without visiting in person – particularly useful in light of current social distancing requirements. We’re delighted to have secured contracts with mhs homes and Rochdale Boroughwide Housing to deliver ResponsEye, our video-streaming solution developed from emergency services software.
Trading update and the sale of Education Software Solutions
In November, we posted a trading update which showed that despite this year’s ongoing challenges, our financial performance over the third quarter was in line with our expectations. The greater part of Capita’s revenues remained resilient, with most of our colleagues still able to deliver services to our clients and customers. There was a year-on-year revenue reduction that was driven by both the impact of Covid-19, largely in our transactional businesses – such as travel and training – and previously-announced contract losses from 2019. The revenue reduction we experienced was mitigated through the cost actions we have taken over the last 12 months.
In December, we announced that we had agreed to sell our Education Software Solutions (ESS) business to the private equity firm Montagu in a deal worth £400m. The sale fits with our strategy to sell several standalone software product businesses while further simplifying and strengthening Capita as part of our ongoing transformation. The sale is due to complete early this year, subject to shareholder approval, and the proceeds from the disposal will be used to strengthen our balance sheet and pay off debt.
