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
As we return to some sort of normality, at Capita we have been considering how the pandemic will shape how we work in the future.
We have listened carefully to our colleagues to understand how they want to work and enable greater levels of flexibility across the business. With 77% telling us they want to continue working from home for three or more days per week, our new hybrid ways of working will see us take a ‘virtual first’ approach to our work.
Capita’s ‘Ways of Working Principles’ (see right) are designed to unite and support our 55,000 employees, helping our teams as they navigate this new normal and consider new ways of 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
Net zero strategy
Tackling a challenge on the scale of the global climate emergency requires collective action from every part of society – from governments, to businesses, organisations and citizens – to come together, galvanised by the one, common goal of reaching net zero.
At Capita we are very mindful of our own responsibilities and how we must make significant, sustainable changes to how our organisation operates; and in September we revealed our own net zero strategy. This sets out credible, science-based targets which will take us on a journey to net zero by 2035, going beyond our existing emissions reductions targets verified by the Science Based Targets initiative (SBTi). For more information visit our climate hub.
As part of this, the fact that 35,000 people across Capita are now working in a more flexible, ‘hybrid’ way provides us with a real opportunity to reduce our environmental impact, as we change how we use our offices and continue to connect virtually.
Half-year financial results
Our company half-year 2021 financial results, published in August, showed that we are making encouraging progress as we continue our transformation and deliver against the priorities we set out at our full-year 2020 results in March.
Our revenue was maintained at £1,584.7m for the first half of the year; and it actually grew by 4.5% in the second quarter, compared with the same period last year.
We have increased our profit, with adjusted profit before tax of £45.3m at half-year, up £56.4m; and posted a reported profit of £261.1m, an increase of £289.6m. We also updated on our business disposals programme, the proceeds from which will be used to strengthen our balance sheet.
And we reiterated our financial targets – stating that Capita is on course to deliver revenue growth this year for the first time in six years and sustainable free cash flow 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.
Renewing our partnership with a major UK financial services client to deliver learning services
We’ve been awarded a contract renewal to provide a range of learning services for a major UK financial services institution. Building on a long-term partnership, the contract renewal – which started on 1 July 2021 – is worth up to £123.6m over five-and-a-half years.
Already a trusted partner to the client, we’re providing learning consultancy, face-to face, digital and simulated learning programmes as well as market insight and thought leadership. Through our Capita Learning business, we’ll be providing end-to-end learning services to the client in a more innovative, digital and efficient way, partly as a result of Learning’s recent transformation.
Continuing to deliver the Standards and Testing Agency’s test operations service
Our Public Service division has secured a one-year contract extension to continue to deliver the UK’s Standards and Testing Agency’s (STA) test operations service. This builds on the six-year contract we were awarded in 2018 to manage the administration, processing, marking and additional support for primary school national curriculum assessments in England.
As part of the contract and extension, worth £19m, Capita manages the recruitment of markers and the printing, distribution and collation of over nine million test papers annually for key stage 1 and key stage 2 tests, as well as the phonics screening check. This contract enables more effective and integrated operational delivery by bringing together services that used to be delivered through a number of separate contracts.
Delivering pensions administration and payroll services for a UK FTSE 100 company
Capita Pension Solutions has signed a five-year contract extension with a UK FTSE 100 client to continue to deliver pensions administration and payroll services to over 70,000 of its client’s pension scheme members. Building on a partnership of over three years, the contract is worth £15.5m and is backdated to November 2020.
Delivered by a team of our skilled colleagues, the administration services include managing change of address, expression of wishes, pension benefit calculations, pension benefit statements and mortality reporting.
Extending our partnership with the RSPCA to support the public with animal welfare concerns
Building on a 17-year partnership, the Capita Experience division has signed a customer service contract renewal with the RSPCA for a further eight years to continue to transform the way in which members of the public contact the RSPCA to report animal welfare concerns.
We’ll implement an enhanced telephony platform and webchat operation which, by using data analytics, will optimise both telephone and web-based self-service of animal welfare cases. This will enable members of the public to report cases themselves without unnecessarily having to converse with Capita’s advisers, helping to prioritise reaching the animals most in need.
Helping local authorities to improve outcomes for at-risk children
There are more than 80,000 children recognised by the UK government as being ‘at-risk’ and requiring support under the 1989 Children’s Act. The traditional, paper-based process of compiling a Personal Education Plan (PEP) for an at-risk child can be time-consuming and inefficient, an issue compounded by the surge in the number of children requiring support during the pandemic.
Our new software, PEP Online, is designed to encourage input from the child, empowering them to play an active role in their own educational social development and making it easier for social workers, teachers and the child to collaborate on the PEP, as well as to monitor its progress. By encouraging input from the child, the software is designed to empower children to play an active role in their own educational and social development.
By streamlining school attendance, educational attainment and other important record-keeping in a shared online portal, the software is also designed to prevent the oversight of at-risk children slipping from the relevant authorities.
Providing contact centre voice analytics and quality management services to HMRC
Under a new contract with Her Majesty’s Revenue and Customs (HMRC), the Capita Experience division will deploy its market-leading assisted customer conversations solution, an AI-driven technology that enables contact centre advisors, managers and quality teams to understand the nature of each customer interaction.
This will allow HMRC to analyse over 30 million calls per year, helping them to understand more accurately why customers are getting in contact, and patterns of customer behaviour. HMRC will also be able to better assess the effectiveness and compliance of their internal processes, and how well their colleagues are meeting customer needs and managing conversations. As well as increasing efficiency and productivity, it will help HMRC to deliver better customer service in the future.
July - September 2021
Newsletter
We are all empowered to work in the most flexible way our role allows and have a voice in determining how we work
We prioritise our health, safety, and wellbeing
We match our work to our location, doing the right work in the right place.
We’re inclusive so everyone can thrive
Our leaders set the tone to build trust and support and empower us all.
Research from the Capita Institute has found that 54% of businesses are reducing business travel to achieve net zero – and, like them, we see this as a vital element of achieving our own targets. That’s why we have set ourselves the ambitious target to reduce our business travel emissions by 75% by 2030 from 2019’s baseline.
But we won’t stop there – and we realise that we must challenge ourselves to look outwards as well as inwards. Our network extends beyond our own people to our clients, partners and more than 24,500 suppliers, so we know there’s much more we can do. We’re calling on all our key suppliers to share in our commitment by setting their own science-based targets within the next two years through SBTi – and want 85% of them to have done so by 2030. By working together to tackle supply chain emissions, we can drive even more change, and this is an important part of reaching our targets.
For more information visit our climate hub.
The principles are: