REG-Capita PLC: Capita signs customer service contract with Irish Water

CapitaAnnouncement

16/06/2020 07:05

16 June 2020

Capita signs customer service contract with Irish Water

Capita plc (Capita) today announces it has been awarded a contract by Irish
Water for the transformation and operation of its customer contact centre
services.

The contract was won following a public competitive tender process and is
worth €10m a year, over five years.

Irish Water will then have the option to extend the contract for a further two
years, worth an additional €17m over years six and seven.

Under the contract, Capita will transform customer management support services
for Irish Water’s customers with a range of new software and digital
capabilities.

Operating from Cork, the service will deliver digital expertise – including
data and analytics capabilities – to provide improved customer and service
insight. Combined with industry best practice, this will allow for customer
problems to be identified and resolved more quickly, while also providing
greater efficiency in service delivery areas such as payment collections.

Aimie Chapple, Executive Officer for Customer Management, said: “We are
delighted to be working with Irish Water and to have the opportunity to build
on our record of delivering highly efficient, technology-enabled customer
support services, while at the same time providing greater value for money.

“This contract award is testament to the strength of Capita’s pan-European
platform. Capita benefits from having a proven management team in Ireland,
focused on delivery in the local market, complemented by the transformation
and technical capabilities of the wider company.”

Yvonne Harris, Head of Customer Operations for Irish Water, said: “Irish
Water is looking forward to engaging in this new partnership which will build
on our existing service offering through enhanced digital offerings and other
best-in-class technologies.

“Capita will work with Irish Water to transform our contact centre services
for both domestic and non-domestic customers over the next five years. We are
looking forward to working with the team over the coming months and years.”

Notes to editors:
* The incumbent service provider’s employees, who are currently delivering
services to Irish Water, will start to transfer to Capita from 25 January
2021.
* The total IFRS 15 transaction price (order book) for the seven-year contract
is €67m.
For more information please contact:

Investor enquiries
Stuart Morgan
Director of Investor Relations
Tel: 07989 665484
Email: IRteam@capita.co.uk

Media enquiries
Capita external communications
Tel: 0207 654 2399
Email: media@capita.co.uk 

About Capita

Capita is a consulting, digital services and software business. Every day our
61,000 colleagues help millions of people, by delivering innovative solutions
to transform and simplify the connections between businesses and customers,
governments and citizens. We partner with clients and provide the insight and
cutting-edge technologies that give time back, allowing them to focus on what
they do best and making people’s lives easier and simpler. We operate in the
UK, Europe, India and South Africa – and across six divisions: Customer
Management; Government Services; People Solutions; Software; Specialist
Services; and Technology Solutions. Capita is quoted on the London Stock
Exchange (CPI.L). Further information can be found at: http://www.capita.com.



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