2006 Developments

• DSG international plc: awarded further contract by DSGi to deliver telephone based technical support from DSGi’s UK and Nordic technical support centre, based in Nottingham. The partnership was awarded best outsourcing relationship and DSGi’s contact centre in Sheffield, managed by Capita, was awarded best outsourced contact centre at the Customer Contact Excellence Awards 2006.
• Our contracts with eircom are progressing well. In 2006, the call centre managed by Capita on behalf of eircom won a number of awards including best call centre with less than 250 agents at the Contact Centre World Awards, contact centre of the year and best training and telemarketing programmes at the Irish Contact Centre Awards
• Occupational Health is performing well , winning contracts with a number of new corporate clients. We now support over 2 million employees in the UK, representing 22% of the market (Occupational Health Market Development Report, 2005)
• Working with Life & Pensions, Financial Services and Software Services to extend our joint service offering to providers by giving access to general insurance products via our BDML capability.
• Capita Insurance Services was awarded BPO service provider of the year at the National Outsourcing Association Awards 2006

2007 Priorities and challenges

• Maintain high levels of compliance across the regulated and legal businesses and develop solutions which help clients meet increasingly onerous regulatory requirements
• Focus on cross selling additional services to existing clients
• Focus on developing innovative solutions to support our clients business plans and changes in their business environments
• Continued investment in enhanced technology and shared technology platforms
• Position the business to compete successfully for opportunities in changing markets, such as Lloyds of London and insurance broking