Behaving responsibly is a given at Capita. We treat CR issues alongside other key business issues and integrate them into our operational and governance processes.

We recognise the impact we have on society and the influence these impacts can have on our business. As a result we have identified five key areas that most concern our business and the communities we serve.

• Ensuring quality of service
• Managing our supply chain responsibly
• Supporting our people
• Benefiting our communities
• Reducing our impacts

How we address and manage these priorities is often influenced by our client and their customers, who are increasingly asking us to demonstrate a responsible approach to business, through our relationships with our suppliers, community relations and supporting our people.

This, in turn, drives our business as responding to and satisfying client need is critical to retaining existing contracts, winning new business and successfully growing our business, making our CR programme responsive to both internal and external influences.

Managing corporate responsibility (CR)

CR is championed from the top with Group Board members being responsible for each of our four impact areas, but it is everyone’s responsibility. We have a Group-wide Statement of Business Principles and a number of CR related policies which are incorporated into the Employee Handbook and e-Induction process and, where relevant form part of the employee performance appraisal process.

At a business level there are systems and procedures in place to identify CR related risks, as with any other business risk. These are managed at a Group-level by Group Risk and Business Assurance who report independently to the Audit Committee.

Managers report on progress against our key targets, including Safety, Health and Environment performance at monthly operational business (MOB) reviews. Any CR related issues raised at MOBs are escalated, when appropriate, to the Divisional Executives. They monitor our existing policies and can establish new policies to be implemented across the Group if needed.