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.
Building our future ways of working
Through challenging the status quo of how we’ve always done things, we have redesigned our ways of working to empower everyone to focus on the outcomes and contribution that we each make in our roles. Across Capita, our roles allow for different levels of flexibility – many of us will work from an office or in the field, some will work remotely all the time and others will adopt a hybrid approach.
As we build a more focused, client-centric and streamlined Capita, increased flexibility will also allow us to be more sustainable by reducing our environmental impact and property footprint, as well as generating important cost savings to make us more competitive and efficient.
With Covid-19 lockdown restrictions gradually lifting in the UK, we are now able to enter the ‘return’ phase of our pandemic framework. That means our transition to our new ways of working can begin, with a gradual re-opening of our offices throughout the second half of the year. Modified working practices are still required to manage the ongoing risk of the pandemic, so we will maintain some important additional precautions to continue to protect our colleagues and support safe working.
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 Modern Slavery Statement 2021
At the end of June, we issued our Modern Slavery Statement 2021, outlining our commitment and the steps we are taking to ensure that everyone who works for Capita benefits from a working environment in which their fundamental human rights are respected.
At Capita, we are committed to playing our role by ensuring that through our management and operations we have the systems, policies and processes in place to identify any potential instances of exploitation and, if found, eradicate modern slavery in all its forms from our business. We have updated our policies including our Supplier Charter and Speak Up Policy and strengthened our processes to mitigate the risk of modern slavery in our operations and supply chain.
The sale of Axelos and a trading update
On 22 June, we made two announcements – first, on the sale of our Axelos business; and second, an update to the market on our trading performance for the year to date.
We have agreed to sell Axelos – which creates best practice certification in IT and project management – to PeopleCert for £380m, subject to shareholder and regulator approval. The company is 51 per cent owned by Capita, while the Cabinet Office owns the remaining share, meaning that once fees are paid, Capita will receive £184m from the sale. The funds will be used to strengthen our balance sheet and support our ongoing transformation plan.
In our update to the market, we reported that our trading performance was in line with our expectations and that we remain on track to deliver revenue growth in 2021, for the first time in six years – despite the ongoing impact of Covid-19 lockdowns.
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.
Extending our customer service partnership with a major European telecoms provider
We have extended our partnership of over 20 years with a major European telecoms provider to continue to deliver 24/7 customer service on a range of products and services. The contract, worth £528m over seven years, follows the achievement of consistently high net promoter scores from both our client and their customers.
Surrey and West Sussex fire services launch Capita’s emergency video software
Surrey and West Sussex were the two latest fire and rescue services to go live with our 999eye live video-streaming and location-finding technology. Supporting 50 fire stations across both counties and covering an area of almost 1,400 square miles, 999eye enables emergency operators to have ‘eyes’ on the scene to help assess the severity of the incident and ensure the most appropriate response is quickly mobilised.
Delivering market-leading customer service for Tesco Mobile
We have been awarded a contract renewal with Tesco Mobile worth £57.6m over three years, following a highly successful five-year partnership in which Tesco Mobile has been recognised for its market-leading service. Through the new contract, which will start in September 2021, we will deploy a range of new technology that will not only enhance the customer experience journey but also the capability of the customer service advisors.
Freeing front-line health professionals to focus on patients
Our Local Public Services business secured a contract extension, worth £27.1m over three years, with the Central London Community Healthcare NHS Trust (CLCH). The extension, effective from 2022, will see Capita continue to deliver a range of key corporate services on CLCH’s behalf. CLCH is the largest community healthcare organisation in London – over two million people depend on its programmes. Our work with CLCH enables front-line health professionals to better focus on their roles and provide care and support to patients.
New AI technology deployed to improve customer service for Southern Water’s customers
We have been awarded a contract expansion with Southern Water to deploy a range of new technology solutions to deliver a faster and more seamless experience for its customers. This includes Amazon Connect which automates ID verification, as well as our conversational AI chat bot Ami, powered by intelligent conversation technology, that can read content on the Southern Water website and help answer customer queries effectively.
Supporting the NHS with technology that maps NHS equipment
We supplied technology to NHS South Tees Foundation Trust to enable life-saving hospital equipment – such as ventilators, ECG machines, and beds – to be mapped digitally. In busy hospitals, equipment can be moved to and from storage depending on demand - our solution includes ‘Internet of things’ (IoT) technology which enables the precise location of hospital equipment to be logged in one centralised datapoint, eliminating the need for fragmented electronic and paper records.
Partnering with Fujitsu to deliver HR services to the Northern Ireland Civil Service
In May, we announced a contract extension with Fujitsu to continue to partner and deliver HR and payroll solutions to the Northern Ireland Civil Service (NICS). Through the contract, we will be providing services that include recruitment, payroll and HR query management. On average, our team based in Belfast will recruit over 2,000 people and answer over 90,000 calls a year on behalf of NICS.
The launch of bike refurbishment project in partnership with Westminster Council
Our Local Public Services business launched a new partnership with Westminster Council to deliver a bicycle refurbishment, maintenance and training project – Westminster Wheels. The Council-led initiative is promoting healthy lifestyles through access to affordable bicycles and is employing 15 local young people, who were not previously in education, employment or training, and equipping them with new skills. Our colleagues are working with trainees and experienced bike mechanics and aim to recondition 7,200 disused bikes over three years.
Tim Weller appointed as Chief Financial Officer
In May, Tim Weller joined Capita as its new Chief Financial Officer (CFO), while also being appointed to the Board as an Executive Director. He has joined from G4S plc where he was CFO from 2016 and on their board from 2013, originally as a non-executive director. In total, Tim has 19 years’ experience as a CFO with G4S, Innogy, RWE Thames Water, United Utilities Group plc, Cable & Wireless Worldwide plc, and Petrofac Limited.
April - June 2021
Newsletter
For more information visit our Modern Slavery Statement.
