Our business goal is to continue building a sustainable business that meets the needs of all our stakeholders. We achieve this goal through our business strategy of growing the business in a controlled and profitable manner across our target markets. We maintain existing relationships and win new clients by actively developing our capability and scale, both internally and through complementary acquisitions, continuously enriching our service offering and generating further growth.

We generate and support growth by:

• Targeting growing markets - Capita leads the fast growing BPO market in the UK. We have developed a broad based services business with multiple relationships covering a wide range of different sectors and we continually explore new market areas, such as health and the emergency services, where we believe there is potential to add value. We currently target 10 markets across the public and private sectors.
• Securing organic growth and acquisitions - The key driver of our organic growth is securing long term BPO contracts with new and existing clients. We reduce our clients’ running costs and add value to their operations while generating defined revenues to Capita over the life of the contract. Acquisitions play a vital role in supporting our growth. We acquire small to medium sized companies which add further expertise or scale to our operations or which help us enter new markets.
• Building our capability and scale - Capita has grown steadily over the past 28 years and we now have over 46,500 people at more than 350 business sites onshore, nearshore and offshore, including 68 specialist business centres. We actively develop our capability and scale so that we are continually enhancing our offering to clients and ensuring that we remain at the forefront of responsible, high quality service delivery.

We control and measure our growth through:

• Strong leadership and robust process - We take a disciplined approach to managing performance. Our robust management structure and business reporting process promote accountability and knowledge sharing across the Group. With strong financial and risk management, underpinned by a clear set of key performance indicators, we generate steady, controlled growth and healthy, long term returns for investors.
• Managing consistently across our divisions - We have a straightforward and pragmatic operational structure which supports optimum service delivery for all our clients. It provides ready access to the Group’s wider expertise and scale and enables us to create innovation and harness the best of ICT and business processes.

We deliver business responsibly by:

• Considering the needs of all our stakeholders - We are committed to growing the business in a transparent and socially responsible way. Our consistent strategy of delivering quality services for clients, combined with our disciplined approach to controlling and measuring growth, supports the creation of a business that is sustainable for all our stakeholders over the long term.

Read more about our business model in our Annual Report 2011.