Managing TV licensing for the BBC

We had five months between our appointment and contract start. In that time we planned and executed all aspects of the handover from the previous contractor. A dedicated team oversaw the transfer of 1,500 staff to Capita under TUPE arrangements. However, we felt the existing operation was insufficient to deliver the service, so during the transition phase we designed, built and staffed a new customer contact centre in Darwen and moved TV Licensing's head office and 600 staff to new premises in Bristol.

Since then we have moved from licence enforcement to a more proactive, sales focussed approach, including a successful doorstep sales operation which has created 110 new jobs. Working closely with our partners, we have reduced the rate of evasion from 5.7% to 5.1% and raised the proportion of Direct Debit customers by 21%. We have also generated an extra 330,000 TV licence sales in the last 2 years.

"By working in partnership with Capita we have improved customer service, become more efficient and reduced evasion. This has enabled the BBC to focus resources on what we do best."

John Smith, CEO
BBC Worldwide