2006 Developments

• TV Licensing: introduction of new process and technology solutions, including use of our offshore facilities for some back office processing, delivering both improved productivity as well as cost efficiencies for Capita
• Existing contract extended to administer Central London Congestion Charging and the Western Extension Zone (WEZ) to 2009, as well as a supplemental agreement to administer the Low Emissions Zone (LEZ). WEZ was smoothly implemented on 19 February 2007 in an effective and well run process
• CRB: Development of e-infrastructure which will enable the CRB to launch more electronic products and services to achieve the goals outlined in its 5 year strategy and business plan. The first stage of this, Online Tracking, was successfully launched in January 2007, enabling customers to track applications through the Disclosure process
• Capita Business Travel: Capita Lonsdale, acquired in November 2005, has provided a firm footprint in this market. We acquired an additional travel administration business in January 2007 to enhance our service offering and to extend our client reach
• Offshoring: We have successfully transferred work from existing clients and Capita Group businesses to India, resulting in increased productivity and flexibility due to a demonstrably high quality and flexible team of employees.

2007 Priorities and challenges

• Continued delivery of operational excellence for clients, thereby strengthening client relationships and gaining vital references for future opportunities
• Continued focus on introducing innovation and alternative service delivery models, including offshoring, to increase quality and efficiency across contracts
• Focus on employee retention and training to maintain consistency of service for our long term clients
• Closer working with the Group Sales Team to identify new sales opportunities, to extend relationships and explore service delivery models.