Capita focuses on and leads the
Business Process Outsourcing (BPO)
market in the UK where there are
significant opportunities for growth.
We have an active bid pipeline
of new business opportunities
driven by public and private sector
organisations increasingly seeking
to gain efficiencies, flexibility and
improved service delivery.
Bid pipline*
£3.7bn, 26 bids
2008: £3.1bn, 24 bids
Outsourced and potential UK BPO market †
Today £6bn
Potential £94.2bn
We work with clients across the
public and private sectors in 9
chosen markets.
And we constantly explore new
markets where we can add value.
See Targeting growth markets.
Capita market split (% of turnover)
Public sector 50%
| 1. Local government |
22% |
| 2. Central government |
10% |
| 3. Education |
12% |
| 4. Health |
3% |
| 5. Transport |
3% |
Private sector 50%
| 6. Life and pensions |
18% |
| 7. Insurance |
8% |
| 8. Financial services |
4% |
| 9. Other corporates |
20% |
Capita has grown steadily over the
past 25 years, both organically and
through acquisition, and we now
have 36,800 people at over 250
business sites across the UK, Europe
and India.
We use our expertise, infrastructure
and scale to drive down costs and
add value to our clients’ operations.
Our extensive network of business
centres – onshore, nearshore and
offshore in India – allows us to
offer our clients flexible service
solutions that meet their customers’
expectations and help them stay
at the forefront of their markets.
Our business centre network:
- 52 Onshore: UK
- 5 Nearshore: Ireland, Channel Islands, Europe
- 5 Offshore: India
Our clients are served by our 5 divisions:
- – Life & Pensions Services
- – Integrated Services
- – Insurance & Investor Services
- – Professional & Services
- – ICT, Health & Business Services
See Building scale and capacity and optimising our infrastructure.
Our straightforward business model
focuses on generating growth, both
organically and through acquisitions.
Organic growth is generated by
a centralised major sales team
alongside sales teams in each of our
businesses. We seek to secure long
term business relationships, adding
value to our clients’ operations while
generating high quality recurring
revenues and delivering a fair return
for Capita.
15 major contracts and extensions
worth a total of £1bn were secured
in 2009 (2008: 17 contracts, total
of £1.24bn).
Acquiring small to medium sized
companies allows us to add further
expertise or scale to our operations
or helps us to enter new markets.
We smoothly integrate the acquired
business into our operation, generating
synergies and additional value for
the Group.
Total spent on 12 acquisitions
in 2009: £177.5m (2008: £147.4m
spent on 12 acquisitions).
See Generating profitable growth.
We seek to build long term,
mutually beneficial relationships
capable of creating value for all our
stakeholders – our shareholders,
clients, employees, suppliers and
the communities in which we work.
With strong financial controls,
careful risk management and
effective governance, we work to
a clear set of KPI targets to grow
the Group at a rate at which we
can consistently deliver what we
promise and create a sustainable
business.
Our performance in 2009 illustrates
the continued success of our
consistent business model.
See How we have performed in 2009.