Customer experience

Creating better outcomes for life and pensions customers and clients in the ‘new normal’

When a leading UK and international insurer needed help managing customer services they turned to us to benefit from our 30 years’ experience of outsourcing and managing call-centres for some of the world’s leading companies.


Making collaboration easier through better procurement processes

Capita’s procurement solutions team is helping a global financial services organisation to reduce its spending, get the best value for money from its supply chain and gain full transparency of its costs – while freeing up its people to work more collaboratively and flexibly.

Central government

Helping gas engineers to work safely and efficiently with live video streaming

Our ResponsEye video streaming tool is helping registered gas engineers to fix boilers, cookers and other appliances more quickly, safely and efficiently by getting real-time advice from technical support teams.


Freeing up schools to focus on teaching their pupils rather than administration

Cumbria County Council (CCC) needed a supplier to deliver effective, timely and cost-effective payroll and HR administration services to 180 schools, some of which still relied on paper for their recordkeeping and reporting.

Responsible business

Inspiring future generations with virtual work experience

If any of us were in any doubt about the importance of giving back to the people and communities around us, the Covid-19 pandemic has certainly brought it home.

Call centre rep

Central government

Safely supporting vulnerable people during difficult times with remote PIP assessments

We’re helping ensure that people with disabilities or long-term health conditions continue to access vital benefits during the coronavirus pandemic.

Young boy in wheelchair


The Children’s Trust - Why accreditation provides the basis for genuine quality improvement

The Children’s Trust is the UK’s leading charity for children with brain injury and neurodisability.

Student using laptop

Future of work

Switching to digital delivery to help 8,000 apprentices continue their learning

We support over 8,000 apprentices to achieve their respective apprenticeship programmes every year across a broad range of subjects.

Call centre rep

Central government

Helping vulnerable citizens to claim vital benefits by deploying our largest-ever virtual workforce

We’re helping the Department for Work and Pensions (DWP) deal with a huge surge in calls to its Universal Credit helpline from vulnerable citizens during the Coronavirus pandemic.

Student studying

Central government

Switching to virtual delivery overnight to ensure students get the support they need

Capita’s Contact Associates provides assessments to help students with a disability, health problem or learning difficulty to access the Disabled Students Allowance (DSA).

UK fire fighters


Collaborating with the Ministry of Defence to mobilise at pace

Being responsible for delivering key parts of the Ministry of Defence Fire and Rescue capability throughout the midst of the Covid-19 pandemic is something we’re particularly proud of.

Lincolnshire, UK

Local government

Helping to accelerate the pace of regeneration in South East Lincolnshire

The South East Lincolnshire Local Plan is a joint local plan between Boston Borough Council, South Holland District Council and Lincolnshire County Council.

Male healthcare professional using tablet


Strengthening coding and reducing costs at Doncaster and Bassetlaw Teaching Hospitals

How a remote clinical coding service has strengthened coding department stability and reduced contractor costs at Doncaster and Bassetlaw Teaching Hospitals.

The British Army - Soldier


Capita and the British Army – Transforming recruitment in partnership

We’ve been partners with the British Army since 2012 to deliver the end-to-end recruitment and training of all British Army military personnel.

Healthcare professional using laptop and mobile


Giving Australians access to trusted healthcare advice during Covid-19

Healthdirect Australia is supported by Capita’s healthcare technology, delivering a range of innovative telehealth services.

UK fire fighter in fire engine responding to emergency

Public safety

Responding to emergencies more effectively with technology-enabled collaboration

We’re helping neighbouring fire services to work together to ensure people get the emergency help they need as quickly as possible.

Customer on the phone with laptop

Customer experience

Working with Barnet Council to transform customer experience

As customer interaction and access requirements have evolved, there’s more demand than ever for local authorities to provide digital services.

Gas boiler engineer

Central government

Providing remote gas safety advice and support services for the public and gas engineers throughout the Covid-19 pandemic

Maintaining services to deliver critical gas safety guidance to keep the public safe.

Customer service rep at home using headset

Central government

Continuing to provide UK employers Automatic Enrolment support throughout the Covid-19 pandemic

Mobilising a resilient and responsive workforce in less than 2 weeks to ensure minimal disruption to customer services.

Lancaster, UK

Local government

Clearing the building control backlog at Lancaster City Council

We’re helping Lancaster City Council to efficiently administer their building regulation applications.