Integrated Services

Integrated Services (excluding HR Solutions)

2008 Growth and operational update:

We continue to focus on introducing innovation and alternative service delivery models across our operations, including further off shoring, to increase quality and efficiency across contracts.

TV Licensing: Following investment in the delivery of effective front office solutions, we reduced transaction handling times by 31% offering significant operational cost savings to the business. We have increased automation of back office systems. By mid 2009 we will have deployed handheld units across our entire field based enforcement and sales teams.

TfL Congestion Charging: Following the successful introduction of the Western Extension Zone (WEZ), the business has enjoyed exceptional operational performance which has allowed further efficiencies in staffing and IT costs. The Low Emission Zone (LEZ) was successfully implemented on 4 February 2008.The contract is due to transition to IBM at the end of November 2009.

CRB: The partnership is in its sixth year with Disclosure applications at approximately 3.8m per annum. We continued to enhance the online tracking service and the electronic application functionality.

Constructionline: Following a successful re-tender, we secured the contract to manage and administer the UK register of local and national pre-qualified construction and construction related suppliers, which is operated on behalf of BERR, for a further 4 years with an option to extend for an additional 2 years.

Call Centre and Specialist Services: Capita signed an additional contract in 2008 to deliver directory enquiry services on behalf of eircom.

Capita Business Travel: Operational improvements have continued following a move to a new operational site in Derby. The sales pipeline within the business remains healthy. The conferencing business continued its successful growth.

Learner Support Programme: Capita signed the Interim Services Agreement with the Learning and Skills Council (LSC) to deliver the Educational Maintenance Allowance (EMA), Adult Learning Grant (ALG) plus a number of other means tested educational grants in November 2008. We are finalising the details of a longer term contract with the LSC to deliver these services to over 500,000 students and learners for the next 4 academic years.

2009 priorities

• Focus on employee retention and training to maintain consistency and quality of service for our long term partnerships
• Continue to focus on seeking service enhancements to maintain high standards of service delivery
• Successful implementation of the Health and Safety Executive (HSE) contract. The HSE installer site went live in January 2009 allowing installers to register with the new Gas Safe Register ^TM scheme. The consumer facing website is due to go live in April 2009
• Continue to leverage benefits across our businesses from shared technology platforms including CRM systems, operational scanning/workflow and telephony systems and to share the operational expertise across the division gained from these operational improvements.

HR Solutions

2008 Growth and operational update:

Another year of progress for the division. Our payroll services are underpinned by long term contracts and much of our resourcing businesses are focused on essential public and private services or underpinned by managed service contracts. Interim placements and recruitment outsourcing remain strong and there has been 15% growth in our Learning & Development and RIPA businesses.

Resourcing businesses: We focus on campaign solutions, managed services, process outsourcing, search and selection, interim management and agencies operating in niche markets for Social Care, Education, Finance and HR. The businesses have generally performed well, especially in the Interim Management and Managed Service/Recruitment Outsource businesses, and the sales pipeline for 2009 is healthy.

We success fully won a new managed service contract with DWP, and a recruitment process outsourcing (RPO) contract with Essex County Council - both are framework agreements under which other client partners are expected to join. We further developed our relationships with our managed services clients such as BAA, BNFL and NATS. Veredus, our senior search and selection and executive interims business, had a strong year across both public and private sectors.

Payroll outsourcing business: Major transformation projects have been completed at Southampton and Swindon councils and this business continues to perform well.

Assessment and testing: Developed further long term contracts, supporting clients such as The Scottish Executive and BAA to whom we also provide recruitment managed services.

Learning & development businesses: Our UK Learning & Development practice secured a number of new managed service contracts in 2008, including Contact Point, DCSF and Dorset Council. RIPA, specialising in providing learning events for international delegates in the field of public administration and judicial reform, enjoyed a record year in terms of delegates and performance.

2009 priorities

• Continue to seek synergies across businesses and focus partnerships to secure long term relationships. Extend the reach of Framework Agreements secured in 2008. To date Southend Borough Council and Treasury Solicitors have joined the Essex and DWP frameworks respectively
• Develop additional products and services to penetrate newand existing clients, and make further acquisitions to develop or consolidate our position
• Continue to draw on our breadth of expertise and capability to offer HR solutions to both the public and private sector
• Achieve and build on a smooth transfer of HR administration and payroll services at Sheffield City Council
• Promote our offshore capability where appropriate for clients.