Helping the BBC communicate with its audience

Improving customer service while delivering £1m savings a year

In 1998 the BBC outsourced its customer service function to Capita. Its aim: to increase capacity and meet customer demand for greater accessibility. The service now covers all BBC output – TV, radio, the website, interactive TV and events.

More details on BBC Information Lines

Managing TV licensing for the BBC

Reducing evasion and increasing direct debit customers

In July 2002, following a comprehensive re-tender process, the BBC transferred the management of the TV Licence scheme from the Post Office (then Consignia) to Capita. Our role includes processing queries, applications and payments, maintaining an accurate licence database, and identifying licence evaders.

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Equipping Birmingham City Council with world-class technology 
Service Birmingham is our joint venture with Europe’s largest local authority, Birmingham City Council. By providing world-class information and communications technology (ITC) systems it’s transforming the way the council operates, improving services, cutting costs and increasing staff’s job satisfaction.

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Capita contract cuts costs by 48% while protecting jobs and creating new business opportunities

Outsourcing the Teachers’ Pension Scheme to Capita in 1996 saved the Exchequer over £20 million during our first seven-year contract. So it’s perhaps not surprising that we won a second seven-year contract after a competitive tender in 2003.

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Improving DSGi’s customer service

Raising call centre answer rates from 30% to over 95% – and increasing sales conversions by 400%

In 2004 we forged a partnership with DSGi Group to increase the efficiency and effectiveness of its Sheffield contact centre. We were so successful that in 2006 an additional contract was signed to include the Group’s Nottingham technical support centre.

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Delivering compensation for the Department for Business, Enterprise and Regulatory Reform.

Capita took on the contract to administer the coal health compensation schemes, the biggest personal injury schemes in British legal history, in February 2004. This involved the TUPE transfer of approximately 1,250 staff to Capita, and the immediate instigation of a business improvement programme.

More details on BERR - Coal Health claims

Capita Gwent Consultancy Transforming civil engineering and transport in Wales

Turning council losses into profit for reinvestment

In 2002, we joined forces with Torfaen, Blaenau Gwent, Caerphilly County Borough Council and Monmouthshire County Council to form Capita Gwent Consultancy. This unique joint venture provides a range of civil engineering and transportation services previously undertaken by the individual councils.

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Providing a criminal records service for the Home Office

Creating a bespoke IT solution capable of handling 70,000 weekly applications

In August 2002, the CRB replaced local police checks across the country with a national service, collating data from various sources to a central information point. We’re responsible for designing, building and maintaining its fully integrated IT and administration infrastructure.

More details on Criminal Records Bureau (CRB)

Urban Vision – supporting Salford City Council’s regeneration plans

A unique public-private collaboration that’s created 80 new jobs

Urban Vision, our unique Joint Venture with Salford City Council and Morrison Plc, supports the continuing regeneration of the city. The partnership saw a fourfold increase in investment in the city’s roads to around £7m a year and some 400 council employees have been seconded to the venture

More details on Salford City Council - Urban Vision

Capita contract sees overall performance rise to 99% and reduces call abandonment to 2.3% in just one month

Our partnership with Zurich to provide open book life and pensions administration services is the largest in the UK. We were appointed to improve service quality and cut operating costs over multiple sites – meeting or exceeding our key performance measures within a month of contract start.

More details on Zurich

Improving Cumbria County Council’s public services
In February 2001, Cumbria County Council and Capita began a seven-year strategic partnership based around three core objectives: providing value for money services to the community, creating new jobs, and providing significant capital investment for the region.

More details on Cumbria County Council

Delivering award winning service and IT innovation for The Children’s Mutual

In preparation for the launch of the new Government Child Trust Fund initiative in 2005, leading children’s savings provider The Children’s Mutual signed a contract with Capita to develop a new Child Trust Fund administration system while also managing its existing portfolio of policies. In selecting Capita, The Children’s Mutual recognised a partner with a proven track record of delivering complex and bespoke IT solutions within tight timescales and from a standing start.

More details on The Children's Mutual