Comprises specialist services and outsourced solutions for the insurance market, occupational health services and outsourced customer service centres.
| Integrated services |
2007
£m |
2006
£m |
| Turnover |
324.5 |
283.2 |
| Operating profit |
36.0 |
31.3 |
| Operating margin |
11.1% |
11.1% |
| Capex |
7.2 |
5.3 |
2007 developments
- Insurance outsourcing: We have recently been selected by Marsh Ltd as preferred partner to transform and deliver its back office administration services, based in Norwich. As part of this agreement, 650 staff based in Norwich and work based in Pune, India, will transfer to Capita.
- Acquisition: The successful integration of CMGL (acquired in April) has made us clear leader in providing support services to the London insurance market. This is enabling us to grow revenues strongly across our core propositions of BPO, run-off management services and consultancy.
- Insurance distribution: A series of new business successes drove organic growth of the policy books under management by some 40%.
- DSG international plc: We generated £120m of sales for DSGi over the year – and this is set to grow following an agreement to handle Currys store telephone calls nationally. We retained the Best Outsourcing Partnership award at the CCA Awards and were runner-up for Best Outsourced Contact Centre.
- eircom: Our contracts with eircom continue to develop and grow. Our successful delivery has been reflected in further industry awards in 2007 including Team Leader of the Year at the prestigious Contact Centre Management Association awards.
- Occupational Health: This business continues to perform well, winning contracts with a number of new corporate clients and extending its largest single contract with HMRC for a further two years.
2008 priorities
- Maintain high levels of compliance across the regulated and legal businesses and develop solutions which help clients meet increasingly stringent regulatory requirements
- Focus on core markets of insurance distribution, claims services, commercial insurance and BPO to drive organic growth through relationships, market presence and quality services
- Enhance margins through efficient use of technology, management, locations (including India) and cross-selling services across the integrated insurance business
- Continue investment in enhanced technology and shared technology platforms
- Position the business to build on the successful services and sales successes of the past two years in core markets, particularly insurance broking and distribution.