In July 2002 the BBC transferred the management of the TV Licence scheme from the Post Office (then Consignia) to Capita. Our role includes processing queries, applications and payments, maintaining an accurate licence database and identifying licence evaders.
Transfer of 1,500 staff to Capita
A dedicated team oversaw the transfer of 1,500 staff to Capita. But we felt the existing operation was insufficient to deliver the service, so during the transition phase we designed, built and staffed a new customer contact centre in Darwen and moved TV Licensing's head office and 600 staff to new premises in Bristol.
New customer contact centre
Since then we’ve moved from licence enforcement to a more proactive, sales focused approach, including a successful sales operation which has created 110 new jobs. Working closely with our partners, we’ve reduced the rate of evasion from 5.7% to 5.1% and raised the proportion of Direct Debit customers by 21%. In the past two years we’ve also generated an extra 330,000 TV licence sales.