Capita is the UK's leading AI-enabled business process outsourcer, trusted by public and private sector clients to deliver essential services at scale. Operating across eight countries, we support primarily UK and European clients, combining more than four decades of process expertise with cutting-edge AI, automation, cloud, and data technologies. Our story is one of transformation — moving from traditional process execution to becoming a trusted, AI-driven value partner. That evolution is guided by our Four Betters framework: Better Technology, Better Efficiencies, Better Delivery, and Better Company. Every day, we simplify millions of interactions, underpin vital operations for government and leading private sector organisations, and create real, positive impact for communities across the UK and Europe. In everything we do, we create better outcomes.

We are a diverse team of 34,000 colleagues — problem solvers, innovators, and specialists — working across eight countries with a shared commitment to doing more for our clients and achieving more for our business. Our people are at the heart of everything we deliver. Informed by data and powered by generative and agentic AI, we bring deep sector knowledge to some of the most complex processes in government, healthcare, defence, financial services, utilities, retail, and beyond. We invest heavily in upskilling our people, champion diversity and inclusion, and support a culture of continuous improvement. Through initiatives like our Catalyst Lab, AI apprenticeships, and volunteering programmes, we are equipping our colleagues for the future while making a tangible difference in the communities we serve. What we do each day matters to society — and that shared sense of purpose is what unites us.

We are experts in solving the most complicated problems organisations face. Drawing on more than four decades of experience, we take on complex business processes and remove the friction to make them seamless, accessible, and efficient — delivering better outcomes for clients, their customers, and citizens. Our services span AI solutions, citizen experience, customer experience management, payments and collections, pensions administration, learning and specialised training, place and estates management, public sector productivity, and sales and retention. We handle over 100 million customer interactions annually, collect £1.7 billion in council tax, administer pensions for more than two million people, and help thousands of disabled students access higher education. Powered by our AI Catalyst Stack and strategic partnerships with hyperscalers including AWS, Microsoft, Salesforce, and ServiceNow, we apply technology ethically and at pace — standardising processes, scaling them, cutting out friction, and reducing costs. We make a difference where it matters most.

Our purpose is clear: to create better outcomes for all our stakeholders — our clients, their customers and citizens, our colleagues, the communities we work in, and the environment. This is not just a statement of intent; it is the lens through which every decision is made and every service is delivered. We believe that business success and social responsibility are inseparable. By reimagining how core services are delivered — through advanced automation, revolutionary AI capabilities, and the irreplaceable expertise of our people — we make lives easier, services more accessible, and communities stronger. Our Four Betters framework — Better Technology, Better Efficiencies, Better Delivery, and Better Company — gives our purpose practical shape, ensuring that everything we build and everything we transform is in service of something greater than the transaction alone.

Our four values drive behaviour, shape our culture, and steer our strategic direction. Customer first, always means we prioritise our customers in everything we do, working hard to exceed their expectations with exceptional service. Fearless innovation means we love bold ideas and adopt the best solutions to continuously improve, working at pace to serve our customers and communities better. Achieve together reflects our belief in the power of collaboration and being open — working together, holding each other to account to reach our shared goals. And Everyone is valued means we create a welcoming and inclusive environment where every person feels empowered to succeed. These are not aspirations — they are the principles that guide how we show up every day, for each other and for the millions of people who depend on the services we deliver.

What makes Capita unique is our commitment to making millions of everyday interactions simpler, fairer, and more accessible. We combine more than four decades of deep process expertise with the power of agentic AI, advanced data intelligence, and strategic hyperscaler partnerships — delivering outcomes at a scale and quality that few can match. By outsourcing customer service to us, companies are saving up to 40% in costs. We have helped rail networks save over one million hours of maintenance activities annually, an Integrated Care System to identify potential savings of £143 million over five years, and HMRC to save up to 6.5 hours per case through robotic process automation. Our AI Catalyst Stack orchestrates business processes with agility and precision, while our AI Charter ensures every deployment is governed responsibly and transparently. We do not just run your processes — we transform them, guided by data-driven insight, ethical governance, and a genuine commitment to the people and communities at the end of every service we deliver.

Climate change is one of the defining challenges of our time, and at Capita we are committed to decisive action. We have committed to achieving net zero greenhouse gas emissions across our entire value chain by 2045, underpinned by science-based targets approved by the Science Based Targets initiative (SBTi). Our near-term targets commit us to reducing absolute scope 1 and 2 GHG emissions by 46.2% by 2030 against a 2019 baseline — a target we have already significantly exceeded, having reduced emissions by 81% in 2024. Our Low Carbon Transition Plan sets out a clear, phased roadmap: operational net zero by 2030, operational and business travel net zero by 2035, and full net zero by 2045. We are reducing emissions through energy efficiency, transitioning to renewable energy, and engaging our supply chain — with 58% of our suppliers by spend already holding science-based targets. Beyond our own operations, we help clients navigate the low-carbon transition through our place, estates, and net zero services, embedding climate resilience into the strategies of public and private sector organisations alike.

Responsible business at Capita means creating positive social impact through everything we do — from how we manage our supply chains to how we support our people to engage with their communities. We are committed to growing skills, reducing economic inequality, and protecting vulnerable customers through our contract delivery. Our colleagues collectively work towards 44,000 volunteering hours annually, and we actively support social mobility through our responsible resourcing and development initiatives, offering better employment opportunities to disadvantaged and under-represented groups. We hold the Payroll Giving Platinum Quality Mark from Charities Trust, reflecting our long-standing culture of charitable giving. We are signatories to the Armed Forces Covenant, supporting military service leavers in their transition to civilian careers. And through programmes like RISE, our mutual mentoring scheme, and partnerships with organisations including Business in the Community, Purple Space, and Social Shifters, we are working to grow inclusive opportunity at every level of society.

We value difference — difference of opinion, culture, and background; difference in how we look, how we feel, and the challenges we face. We see difference as an opportunity: to learn from each other, see things from another point of view, and make meaningful change by bringing our voices together. That is why we are committed to creating a diverse, inclusive environment where everyone can bring their whole selves to work and feel welcomed, respected, and valued for who they are. Our seven Employee Network Groups — covering ability, race and ethnicity, gender, family, LGBTQ+, faith, and the Black Employee Network — provide spaces for connection, mentoring, and advocacy. Our RISE leadership programme supports Black, Asian, and minority ethnic and female employees in closing the representation gap. We are a Disability Confident Leader, holding Disability Confident Level 3, and we are proud to be featured on the Forbes Global list of Top Employers for Women and to hold the Gold Talent Inclusion and Diversity Evaluation (TIDE) Award from Onvero. Our internal content hub, CHOIR, drives allyship and shared learning across the organisation — because inclusion is not a programme; it is the culture we build every day.