Overview

Capita plc, commonly known as Capita, is a British provider of business process outsourcing and professional services. Headquartered in London, the company supplies a wide range of administrative, technology and customer-facing services to clients in central and local government as well as the private sector. Historically it has been one of the largest providers of business process outsourcing (BPO) in the UK; media and industry reports cited an overall UK market share of about 29% in 2016. Capita operates beyond the UK with activities in parts of Europe, Africa and Asia.

Scope of services

Capita’s service portfolio covers both back-office and front-office functions. Typical offerings include:

  • Human resources and payroll outsourcing, including administration of employee records and benefits.
  • IT services and systems integration, delivering software solutions and infrastructure for administrative processes.
  • Customer management and contact centre operations, handling enquiries, payments and support services.
  • Finance, procurement and transaction processing, often consolidating reporting and purchasing tasks.
  • Specialist advisory and professional services such as consulting, change management, regulatory compliance and programme delivery.

These services are frequently bundled into multi-year contracts that transfer operational responsibility from client organisations to Capita. The company works across sectors including central government, local authorities, utilities, healthcare providers and commercial firms.

History and development

Capita was founded in 1984 as an initiative linked to the Chartered Institute of Public Finance and Accountancy (CIPFA). It began as a small unit providing administrative services to the public sector and expanded over subsequent decades through organic growth, acquisitions of complementary businesses and the award of large outsourcing contracts. While the company remained UK-focused for many years, it gradually built an international presence and diversified its services into consultancy and technology-led offerings.

Markets, clients and financial position

Historically, roughly half of Capita’s turnover has come from public-sector contracts and half from private-sector work, reflecting its mixed client base. The company has supplied services to a wide range of public bodies and commercial organisations, acting as a major contractor for administrative and customer-facing activity. Capita is publicly traded and appears on the London Stock Exchange, where it is recognised as a significant player in UK outsourcing markets.

Governance, criticism and oversight

As one of the UK’s largest BPO providers, Capita has attracted close public and media attention. Large outsourcing contracts and involvement in public service delivery have sometimes led to scrutiny over service performance, contract management and corporate governance. Criticisms reported in public discourse have included questions about contract outcomes, delays or shortfalls in service delivery, and the oversight exercised by contracting public bodies. These issues reflect broader debates about the role of private contractors in delivering public services and the need for clear performance metrics and accountability mechanisms.

Operational change and strategic focus

Like many established providers in the sector, Capita has emphasised digital transformation, automation and efficiencies as part of its strategic response to market pressures. This has involved investment in technology platforms, the consolidation of services, and organisational restructuring at different points. Such changes aim to reduce costs, improve service delivery and reposition the business in a market where clients increasingly seek integrated digital solutions rather than purely transactional outsourcing.

Further context and resources

This article provides a concise introduction to Capita’s role in outsourcing and professional services. For a general overview of the industry and typical market dynamics, consult resources on business process outsourcing. For up-to-date corporate information including recent financial results, governance statements and announcements, consult filings and communications available through financial and regulatory channels or via the company’s public statements. The company’s listing on the London Stock Exchange provides access to official disclosures and investor information.

Note: This entry summarises broadly known facts about Capita without exhaustive detail on specific contracts or recent operational developments. Readers seeking detailed or current financial figures should refer to official company reports and regulatory filings.