Growing our infrastructure to support our future growth
We have built up an extensive operational infrastructure and a depth of capabilities which enable us to fully support our clients, providing flexible operating models and sharing economies of scale.
Our continued growth and success depends on having the right resources in place both in terms of infrastructure and people. To sustain our high contract win and retention rates, we have to satisfy clients that we have the operational scale and capability to deliver our promises – whether on relatively simple contracts or large scale, multi-service partnerships.
We continuously assess the needs of each business unit to ensure that we have the necessary people, infrastructure and resources for current and future development. Each month, through the Monthly Operational Business (MOB) review process, we monitor and review comprehensive operational management information enabling us to manage the business in away that delivers our key financial aims.
Leveraging scale and resources
The substantial scale and broad capability we have created enable us to put forward increasingly compelling propositions to clients and win major integrated service transformations across the public and private sectors.
The recent addition of progressively larger contracts, with common processes and substantial numbers of transferring staff has accelerated the growth of our operations and resources. This in turn enables us to deliver more services and contracts through shared ICT platforms and operating structures, providing greater benefits to clients. They benefit not only from substantial cost efficiencies but also from greater access to specialist skills and flexible service delivery models.
Business centres form a central part of our service delivery infrastructure. Our business centres are service centres of excellence, where we are able to run a broad range of shared services to provide cost efficiencies to customers and a higher level of service quality.
At the end of 2007 we had an infrastructure of 54 business centres onshore in the UK, nearshore in Ireland and the Channel Islands, and offshore in India. We have now added a further centre in Pune, India. These centres are specialist centres, delivering services to multiple clients or providing multiple services to a single client.
This gives our clients exceptional flexibility. It allows us to deliver services in the most appropriate and cost effective way by accessing centres of expertise, economies of scale and a choice of operating cost models. As excellent reference sites, they are also essential to the sales process, allowing potential clients to see operations first hand and to speak with operational staff who have transferred to Capita from client organisations.
Business centre network
Our infrastructure allows us to offer clients a ‘blended delivery solution’, where appropriate. The establishment of our offshore operation in India in 2003 has enabled us to offer UK-based clients an alternative operating model to UK-based service delivery. Clients can now seamlessly access both our UK and India centres to deliver an outsourced service. Our offshore operations, based at three locations in Mumbai and Pune, are being used to make significant savings, provide flexibility, raise service quality and deliver increased productivity. Clients can access key skills and expertise in India which may be in short supply in the UK, at a significantly reduced cost and increased service quality. By combining onshore and offshore resources we can deliver maximum service flexibility, quality and cost effectiveness. We can do this because our comprehensive security and quality assurance systems ensure consistent service quality across the entire infrastructure.