REG-Capita Plc: Capita wins £50m contract with City of London Police

CapitaAnnouncement

13/06/2023 10:45

13 June 2023
 

Capita wins £50m contract with City of London Police

Capita plc (‘Capita’) today announces it has been awarded a contract by
the City of London Police to deliver customer contact and victim engagement
services for the force’s new fraud reporting service.

The contract will run from 2024 and is worth approximately £50m over five
years, with the option to extend by a further two years.

The contract will see Capita delivering an end-to-end customer management
process for potential victims of fraud from the moment they contact the
service. The current service receives more than 350,000 calls and 2.3m unique
website visits each year.

Capita will deploy its successful customer experience model for identifying,
managing and monitoring customers using data and specialist coaching to
support potential victims of crime. We will deliver digital transformation to
improve access to different reporting channels, offer multi-lingual services,
and introduce speech analytics to drive call quality.

The digitally enabled model will provide a single source of information at all
stages of each case while it is assessed, be more victim-centric and
accessible, and use data analysis to deliver efficiencies.  

Approximately 150 skilled customer-contact experts working for the service
will be given enhanced victim support and empathy training, and will be
retained through a bespoke development programme. They will be paid above real
living wage salaries with home working contracts, reflecting Capita’s
commitment to being a purpose-led responsible business and engaging and
empowering our people.

Jon Lewis, Capita’s Chief Executive Officer, said: “We are incredibly
proud to be chosen to deliver the new fraud reporting service for City of
London Police, and are focused on providing an empathetic and seamless service
for all potential victims of fraud.

“This new contract is testament to our proven track record of delivering
digitally enabled customer management for citizens – including some of the
most vulnerable people in society – and reflects our commitment to
delivering an outstanding service to our public sector clients.”

Chris Bell, Service Delivery Director at the City of London Police,
said: “We are delighted to announce the appointment of our new supply chain
as this is such an important milestone in the journey to transforming our
services and ultimately, launching our new fraud and cyber reporting and
victim care service.”  

Notes to editors:

The total IFRS 15 transaction price (order book) is £70m over seven years,
comprising £50m for the initial five years of the contract and £20m for the
optional two-year extension.

 

For more information, please contact:

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

Stephanie Little
Group Investor Relations
Tel: 07541 622838
Email: IRteam@capita.co.uk

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

About Capita plc

Capita is a leading provider of business process services, driven by data,
technology and people. We are a purpose-led, responsible organisation­. Every
day our 50,000 colleagues help millions of people, by delivering innovative,
digitally enabled solutions to transform and simplify the connections between
government and citizens, businesses and customers. We partner with our clients
and provide the insight and technologies that give time back, allowing them to
focus on what they do best and making people’s lives easier and simpler. We
operate across three divisions – Capita Public Service, Capita Experience
and Capita Portfolio – in the UK, Europe, India and South Africa. Capita is
quoted on the London Stock Exchange (CPI.L). Further information can be found
at: http://www.capita.com



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