REG-Capita Plc: Capita secures contract extension with Southern Water

CapitaAnnouncement

10/04/2025 07:02

10 April 2025

Capita secures contract extension with Southern Water

Capita plc (‘Capita’) announces today that its Contact Centre subdivision
within Capita Experience has secured a contract extension with Southern Water.
The extension, which starts from July 2026, is valued at £92.4 million over
five years, comprising £56.3 million for the initial three years of the
contract and £36.1 million for the optional two-year extension.   

Capita will continue to provide a comprehensive range of services to Southern
Water, including front-office customer contact (voice, chat, email, social
media, and complaint handling), back-office transaction processing, and early
collections. Capita Intelligent Communications (CIC) will also continue to
provide Southern Water with bill printing, mail and inbound correspondence
processing. As part of the contract renewal, the service will be delivered
from multiple Capita locations.

Capita’s delivery for Southern Water is built on innovative technology and
AI that includes AWS Connect telephony services and Live Person chat
(including asynchronous messaging through WhatsApp). In 2024, Capita handled 1
million customer contacts and processed 1.3 million back-office transactions.

Last year, Southern Water was the first Capita client to implement AgentSuite
(https://www.capita.com/news/capita-transforms-CX-offerings-new-contact-centre-gen-ai-capability),
Capita’s generative AI customer experience solution, designed to improve
customer service by streamlining and personalising agent-customer
interactions.  This implementation has materially reduced average call
handling times, and we expect further reductions with the impending go-live of
automated customer data protection verification.

Corinne Ripoche, CEO, Capita Experience said: "We are delighted to continue
our partnership with Southern Water, providing essential services and keeping
them at the forefront of AI-enabled customer experience in the utilities
industry. The introduction of AgentSuite has been an incredibly positive
experience for all involved, and we are excited to have the opportunity to
continue to deliver even better AI-powered outcomes for the Southern Water
team and their customers.”

 

- ends -

 

Notes to editors:

The total IFRS 15 transaction price (order book) for the contract is £92.4
million.

 

For more information, please contact:

Investor enquiries

Helen Parris 
Director of Investor Relations 
Tel: 07720 169269 
Email: IRteam@capita.co.uk 

Stephanie Little 
Deputy Head of Investor Relations 
Tel: 07541 622838 
Email: IRteam@capita.co.uk

Media enquiries

Tel: 020 7654 2399 
Email: media@capita.co.uk

 

About Capita plc: Capita is a modern outsourcer, helping clients across the
public and private sectors run complex business processes more efficiently,
creating better consumer experiences. Operating across eight countries,
Capita’s 34,000 colleagues support primarily UK and European clients with
people-based services underpinned by market-leading technology. We play an
integral role in society - our work matters to the lives of the millions of
people who rely on us every day.



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