Building scale and capacity and optimising our infrastructure

Our substantial scale and broad capability enables us to put forward compelling propositions to clients and underpin the winning of major integrated service transformation contracts.

The delivery of progressively larger contracts, with common processes and substantial numbers of transferring employees, fuels the growth of our operations and resources. As we increase scale, we are able to deliver more services and contracts through shared ICT platforms and operating structures, providing greater benefits to clients. They benefit not only from cost efficiencies but also from greater access to specialist skills and flexible service delivery models.

Our business centres, where we are able to run a broad range of shared services, form a central part of our service delivery infrastructure. They are also excellent reference sites, allowing potential clients to see operations first hand and to speak with employees who have transferred to Capita from client organisations. At the end of 2009, we had 62 business centres onshore in the UK, nearshore in Ireland, the Channel Islands and Europe, and offshore in India.

Business centre network

Blended service delivery

Our infrastructure allows us to offer clients an onshore/offshore delivery model structured to meet their individual needs. By combining onshore and offshore resources we can deliver maximum service flexibility, quality and cost effectiveness. Our comprehensive security and quality assurance systems ensure consistent service quality across the entire infrastructure.

We established our offshore operations in India in 2004 and they play an increasingly important role in our business and long term growth strategy. Capita India is fully integrated into the Group and operates like any other Capita business with the same values, technical infrastructure and operating model. It continues to develop strongly both in scale and scope of services and is a compelling proposition when offered as part of many of our bids. It also plays an increasing role in supporting Group businesses and Group support functions.

We now have 3 sites in Mumbai, 1 site in Pune and a new operation in Bangalore. These sites are specialist centres, delivering services to multiple clients or providing multiple services to a single client.

The sites share a combined management team to ensure they all benefit from their collective skills. We proactively recruit from the highly skilled graduate workforce that is available in these locations. Their skills, knowledge and excellent work ethic help us meet our objectives of delivering a first class service to our clients. Capita is widely regarded in India as a first class employer who will encourage and help employees grow and develop their careers. We therefore benefit from being able to attract and retain a highly skilled and professional workforce.

At the end of 2009, our Indian operations represented approximately 10% of our overall headcount and delivered significant growth in profits.

Alongside helping our clients to function more efficiently and cost effectively, we are continuously looking to enhance operations to ensure that their customers receive appropriate and flexible services. We do this through improving business processes, increasing customer choice and accessibility and looking for opportunities to apply innovation. The wider benefits of our efforts for our clients extend to the public and local communities where we operate.

By responsibly managing our clients’ services we ensure that we adhere to any legal requirements regarding data protection and information security. We have robust policies and procedures governing data security, which include policies, user guidance, online training and incident procedures. It is mandatory for all Capita employees to complete information security, data protection and fraud awareness training every year. Our employee vetting policy applies to all our employees, including contractors and temporary employees. Where our clients have any particular risks in their business we work with them to address their requirements.