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.
Learn More
Learn More
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.
Learn More
Learn More
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
Learn More
Learn More
Learn More
Learn More
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.
Building our future ways of working
Our Pandemic Framework enabled us to respond to the challenges of Covid-19 including consideration of how and where our colleagues work. With medical and government advice around the world continually evolving, we expect to remain in the ‘reimagine’ phase – with most of us working from home – until the end of June at the earliest.
In the last 12 months, we’ve challenged the ways we currently do things and begun designing our own future – it’s not our aspiration for everyone to go back to how we worked before the pandemic. Looking ahead, although many teams will work from an office or in the field because their roles require them to, there are more than 35,000 people who previously worked exclusively from an office who can have more flexibility over how they work.
Our priority is to protect our colleagues, so we will only begin the gradual process of returning to our offices when we can do so safely. We hope that we will be able to start the transition to new ways of working from September onwards, and that these preparations will allow us to emerge into a much-improved world of work where we view our contributions and success in terms of the outcomes we create, not the place we go.
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 responsible business report 2020
During 2020, Capita’s continued commitment to being a purpose-led, responsible business was central to our response to the various challenges that presented themselves throughout the year. A key priority was how we supported our colleague's mental and physical wellbeing during the Covid-19 pandemic, keeping them safe and supporting the needs of our clients and other stakeholders that we work with.
In March, we published our Responsible Business Report which covers a range of issues including our commitments to tackling racism through our commitment to zero tolerance when it comes to any form of discrimination, bullying or harassment. Aligned to this is an update on our gender pay gap, which continues to be a priority area for Capita, and we are also taking the lead by being among the first British firms to publish our ethnicity pay gap data. We will share more information on these as we publish fuller reports later in 2021.
The Responsible Business report also lays out our commitments to tackling climate change, including setting our science-based carbon emissions reduction targets in line with global ambitions to limit warming to 1.5 degrees. Later in 2021 we will also be publishing our Net Zero Strategy that gives further information on our approach and ambitions for tackling our emissions and global warming.
Our full-year results
We published our company full-year results for 2020 in March, and on the same day also announced changes to our corporate structure as part of our ongoing transformation.
Our results showed we faced a challenging year, like so many other companies, but responded robustly to the Covid-19 crisis. We’ve been very pleased with our strong operational response to the pandemic which has protected our colleagues, business and our client services. Adjusted revenue for the year decreased from £3,501.0m to £3,181.2m, mainly due to the Covid-19 impact and contracts that we lost in 2019. Adjusted profit before tax fell from £197.7m to £65.2m. But our free cash flow was up and our debt level better than expected. Looking to the future, we’re planning for Capita to return to organic revenue growth this year and achieve sustainable cash generation in 2022.
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.
Partnering with the MoJ to deliver first national rollout of sobriety tags across England
Our Electronic Monitoring Service (EMS), part of Capita’s Government Services division, is supporting the Ministry of Justice to deliver the first national rollout of sobriety tags across England, as part of the Alcohol Abstinence and Monitoring Requirement. The sobriety tag is one part of the alcohol abstinence order, and individuals who are given one will be provided with further professional support to aid their rehabilitation. When a person who has been tagged requires advice and support, they can contact trained EMS staff on a free phone number.
Supporting job seekers in Scotland made unemployed by the pandemic, to find work
The pandemic has affected many livelihoods and we’re delighted to be able to support those affected back into employment with a new £21.7m contract to run the Job Entry Targeted Support (JETS) programme in Scotland. JETS is a Department for Work and Pensions programme launched to support jobseekers across the UK, who have been made unemployed by the pandemic, find work. We’ll manage supply chain partners – including Wise Group, The Lennox Partnership and Reed – to help these jobseekers back into employment.
Working with the Department for International Trade to support SME exporters
We’re deploying a new digital platform to distribute grants to 7,600 British SMEs as part of a new three-year, £2.6m contract with the Department for International Trade. The grants are co-funded and will see the European Regional Development Fund match the investments made by SMEs, helping them to overcome the barriers that currently limit their ability to export their goods and services abroad. Our digital grants platform, GrantIS, will provide SMEs with clear information on the fund and how to apply for it. Additionally, the digital application process will enable government advisors to support applicants in real time, should they require help with their application.
Partnering with Obrizum to shake up the learning and development market
In March, we announced our partnership with Obrizum, the enterprise learning technology company that has developed one of the world’s most advanced AI-driven teaching platforms. Obrizum’s online platform continually changes and adapts the learning material presented to each learner depending on how well they understand the subject. It measures and records their learning curve, giving clear insight into the effectiveness of the lessons taught. The partnership with Obrizum, through our Capita Scaling Partner business, will allow the company to grow rapidly and target a wide range of new clients. Obrizum will also receive support from a dedicated business development team, enabling it to scale rapidly and secure long-term sustainable growth and profitability.
Extending our partnership with Pensions Insurance Corporation
Following the successful delivery of the Pensions Insurance Corporation’s (PIC) customer service vision throughout the pandemic, we’ve signed a contract extension to continue to deliver full administration services for PIC policyholders, while also developing digital propositions to provide greater flexibility and an enhanced customer journey. PIC is a UK-based insurance company which specialises in securing the liabilities of defined benefit pension schemes. The new contract extends the partnership beyond the initial five-year contract, through to the end of September 2027.
Appointed to Department for Education’s Early Career Framework
We joined the Department for Education’s (DfE) Early Career Framework (ECF), which will allow suppliers to bid for up to £250m worth of work over four years. The framework was established by the DfE to improve the quality of training and support for teachers in the early stages of their careers and help boost teacher retention rates in England. The ECF reforms mark the largest investment in continuous professional development for teachers in a generation. Now Capita has joined the framework, we’ll be able to bid to train cohorts of early career teachers and their mentors. The first training will commence in September 2021.
Supporting Northumberland police with network services
In February we secured a two-year contract renewal worth £740,000 to deliver managed wide-area network (WAN) services to Northumbria Police. The WAN services enable the force to take emergency calls and mobilise resources to manage incidents, supporting communities within their service areas. The software will enable the force to adapt to changing circumstances, for example, by directing more bandwidth to key sites to support incident management or in parallel with increased contact centre traffic – ultimately improving overall network management.
Scottish Wide Area Network reports 94% satisfaction score for public sector users
This year’s survey of public sector workers using the Scottish Wide Area Network (SWAN), administered by Capita, shows that 94% are satisfied overall, an improvement on last year’s 92% score. SWAN is one of the largest public sector technology programmes in Scotland. It was established to develop a single shared network and common ICT infrastructure for all of Scotland’s public sector workforce.
SWAN allows the NHS, the Scottish Government and local authorities to deliver improved digital services across Scotland in a way that is secure and cost-efficient. Previously, residents in remote and island regions may have needed to travel long distances to use local services that can now be facilitated by SWAN. As well as a wide area network, SWAN infrastructure includes support services, such as help desks, reporting, billing and technical support. Future business needs were accounted for in the survey, with 95% of respondents agreeing that SWAN provides innovative business solutions that will meet the future needs of their organisation, up from 87% in the previous survey.
Future Capita
As part of our full year results, we announced changes to our structure that will further simplify the company by transforming our six divisions into three.
The first, Capita Public Service, will be one of the UK Government’s biggest suppliers and focus on public service delivery; and the second, Capita Experience, will focus on our significant share of the UK and European customer management markets. Alongside these will be a third division, Capita Portfolio, containing businesses that are valuable but non-core to our future strategy and will be sold at the appropriate time to new owners who can better maximise their potential. The aim of this reorganisation is to bring together disparate core services into a ‘natural’ home at Capita, integrated with our consulting capability, in a way that will better serve the needs of our clients and customers.
January - March 2021
Newsletter
More information can be found in our Annual Report 2020.
Extending our customer service partnership with UK utilities supplier
We’ll be integrating new AI technologies to help customers get support with their query much more quickly and speed up the verification process as part of a contract expansion with a UK utilities supplier. The addition to the existing customer service contract includes integration of the Amazon Connect solution to provide SmartAgent technology that improves the capability and experience for customer service advisors by bringing together all the relevant customer information into one place.
Pension deal signed with Universities Superannuation Scheme
Our pensions business secured a contract extension with the Universities Superannuation Scheme to continue to deliver pension systems and administrative support services for an additional five years. In addition to these services, we’ll provide administration services and people resources to help run the collection and investment of contributions from over 340 higher education institutions for the defined contribution section of the scheme. The partnership began in 2015 when the initial contract was signed.
More information can be found in our Annual Report 2020.
Extending our customer service partnership with UK utilities supplier
We’ll be integrating new AI technologies to help customers get support with their query much more quickly and speed up the verification process as part of a contract expansion with a UK utilities supplier. The addition to the existing customer service contract includes integration of the Amazon Connect solution to provide SmartAgent technology that improves the capability and experience for customer service advisors by bringing together all the relevant customer information into one place.
Pension deal signed with Universities Superannuation Scheme
Our pensions business secured a contract extension with the Universities Superannuation Scheme to continue to deliver pension systems and administrative support services for an additional five years. In addition to these services, we’ll provide administration services and people resources to help run the collection and investment of contributions from over 340 higher education institutions for the defined contribution section of the scheme. The partnership began in 2015 when the initial contract was signed.