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Business review

Our business goal and strategy

is to deliver value to all our stakeholders


Our straightforward goal is to continue developing Capita as a long term, sustainable business that can deliver value to all its stakeholders:

  • Delivering operational excellence and added value for all clients
  • Achieving a good return for shareholders
  • Creating a supportive, rewarding and inspiring environment for employees
  • Developing mutually beneficial relationships with suppliers
  • Making a positive impact on the communities in which we work.

Our strategy is clear, straightforward and pragmatic

To meet the needs of all our stakeholders now and into the future, we have created a clear, straightforward business strategy.

Our business strategy focuses on five core elements:

1. Generating profitable growth

both organically and through acquisition
  • Securing long term, recurring revenues from new and existing clients
  • Acquiring small to medium sized businesses that expand our existing capability and take us into new areas

Generating profitable growth

2. Controlling and measuring growth

through strong leadership and clear business practices

  • Maintaining a robust management and operating structure led by a stable, inspiring team
  • Working to clear KPIs, with strong financial controls and effective governance
  • Employing careful risk management.

Controlling and measuring growth

3. Managing our business responsibly

to meet the needs of all our stakeholders
  • Shareholders: delivering shareholder value
  • Clients: building scale and capacity to support and benefit our clients
  • People: actively managing our resources to meet current and future business needs
  • Suppliers: securing and managing successful supplier relationships
  • Communities: undertaking socially responsible business practices.

Managing our business responsibly

4. Targeting growth markets

for BPO and professional support services in the UK and Ireland
  • Seeking the best opportunities across both the public and private sectors
  • Focusing on our nine chosen market sectors.

Targeting growth markets

5. Maintaining performance across our divisions

by consistently delivering service excellence and sharing Group resources and scale benefits
  • Aligning each business within our divisions with the Group’s overall objectives and strategy
  • Investing in service and product development, appropriate sales and marketing activities
  • Maintaining a simple, pragmatic divisional structure to ensure the best resources are deployed Group-wide.

Maintaining performance across our divisions