We have a dedicated team who support our new transferees 

Over 70% of our people transfer to us from other organisations.

Transition is the first and the most important practical opportunity to create a positive environment of change. A successful transition helps to establish a solid customer relationship, gives staff comfort and confidence, and answers any concerns or fears about the new supplier. Most importantly, it lays the foundation of an operating environment for high quality service delivery from Day 1.

We apply our own formal transition model utilising the PRINCE2 project management method. Though the basic principles and activities adopted follow a standard approach, each transition has its own unique characteristics. Central to our approach is the desire to work collaboratively with the customer and retain organisation throughout the period.

Here are two examples of our approach in action:

In April 2008, we entered into a £722 million partnership with Prudential UK to administer 7 million mature life and pensions policies. Our objective is to deliver service excellence under a more efficient operating model, and the service we provide is a blend of onshore and offshore capability.

In the UK we immediately transferred 1,780 employees from Prudential to Capita under TUPE agreements with a further 1,400 joining us in Mumbai in October. Our aim throughout this large transition was to maintain consistently excellent service levels.

During the transition period we ran ‘meet and greet’ sessions for all managers involved, the first of several communication events aimed at helping Prudential and Capita managers to forge close working relationships and facilitate a smooth transition. We also held a series of welcome sessions to give future employees an overview of the company and an opportunity to ask questions.

Further drop in sessions were held on a weekly basis, giving employees the opportunity to have informal discussions with members of the integration team. We provided weekly question and answer documents which were published on a specific intranet site, and separate presentations were given to employees regarding their benefits and pensions.

Throughout the transfer we worked with Prudential to consult with the Employee Forum and the union, Unite, on transferring employee’s terms and conditions. Our Group Safety, Health and Environment (SH&E) Team worked closely with their counterparts in Prudential to ensure a smooth transition from Prudential’s to Capita’s health & safety systems and procedures.

In November 2007, the Co-operative Financial Services (CFS) life and savings business unit brought Capita in to run their administration operation. The objective: motivate and focus 800 people on cutting operating costs while continuously improving customer service.

Together with CFS we identified, developed and implemented meaningful service measurements and a performance regime geared towards driving rapid improvement. Integral to meeting our targets was bringing together a disparate group of employees from across a number of CFS sites to operate as one team under one roof.

Open and regular communication was key. We worked with CFS to engage the unions early and developed a joint consultation process which allowed both parties to explore and resolve any issues together. The resultant approach was described as ‘text book’ by the unions and we smoothly transferred over 800 people under TUPE agreements into a new office environment. Within one month of transfer, 65% of colleagues felt part of the Capita team.