Integrated services

2007 developments

• TV Licensing: Great strides have been taken to reduce the cost of operation. More usable interfaces have been designed to improve the human interaction with legacy IT systems. Intuitive and windows-based interfaces will cut down the time spent training newcomers on the system by over 70% (from seven weeks to two), and will improve transaction handling times by over 20%. In the back office, intelligent workflow systems have further enhanced the ability to transition non client facing work to Capita's offshore facility in Mumbai. This innovative system has increased the automation of simple transactions. These initiatives have increased productivity and delivered cost efficiencies.
• TfL Congestion Charging: The Western Extension Zone (WEZ) was effectively and smoothly implemented on 19 February 2007 and we have continued to deliver good service across the extended zone. The contract to deliver the congestion charging scheme across London was not re-awarded to Capita and the contract will finish at the end of November 2009. The Low Emission Zone (LEZ) was successfully implemented on 4 February 2008.
• CRB: With over 15m disclosures issued and 92% customer satisfaction, the CRB Capita partnership is in its fifth year. We continue to enhance the service by progressing phase two of the online tracking service and bringing additional data sources into the PLX checking process, which now totals over 60m records. The contract was awarded silver at the Kablenet government innovation awards and gained the prestigious ISO14001 environmental management accreditation.
• Capita BusinessTravel: Following the rebrand in January 2007, from Lonsdale Travel to Capita Business Travel, the business has secured new sales contracts worth £34m and retained 100% of its top 10 customers – who undertook formal tender processes as contracts expired in 2007. New and renewed contracts have come from public and private sector businesses such as Yell, Alfred McAlpine, Royal Mail Group and OGC buying solutions. A strong service reputation and new operational technology and procedures have played key roles in this success. The new online booking technology has been well received by customers.
• Offshore Services: Our offshore operation grew strongly in the year and played a key role in securing major contracts, including with Resolution and Prudential. It is now the Group’s largest multi-client service centre, employing 1,300 staff and processing more than 1m transactions a month. It is fully representative of the Group, servicing both public and private sector contracts and supporting a number of Group businesses.

2008 priorities

• Continued delivery of operational excellence for clients, thereby strengthening client relationships and gaining vital references for future opportunities
• Continued focus on introducing innovation and alternative service delivery models, including offshoring, to increase quality and efficiency across contracts
• Focus on employee retention and training to maintain consistency of service for our long term clients
• Closer working with the Group Sales Team to identify new sales opportunities, extend relationships and explore service delivery models.