Capita IT Enterprise Services

What Capita IT Enterprise Services does

Capita IT Enterprise Services is a UK-headquartered IT services and business process outsourcing subsidiary operating within Capita plc, the publicly traded London-listed group (ticker: CPI). It delivers technology-enabled people-led business process services across approximately 34,000 employees in 8 countries, primarily the UK and continental Europe, to central and local government, financial services, utilities, telecoms and media, retail, and healthcare clients. Core service lines include contact centre operations, payments and collections, pensions administration, learning and specialised training, sales and retention, public sector productivity, and place/estates and net zero services. Customers include HMRC, an unnamed leading UK retail bank, and an unnamed utilities client, with revenue derived from long-term managed services contracts rather than transactional sales.

The company's core technology platform is the AI Catalyst Stack, an AI infrastructure combining the Capita AI Agents product, data management and intelligence, managed WAN/SD-WAN networking, and a published AI Charter governance framework. AI capability is delivered through generative and agentic AI, robotic process automation (RPA), NLP-based virtual assistants, and knowledge retrieval, exemplified by the HMRC deployment that unites 20 systems, saves up to 6.5 hours per case and frees 105 FTE per year. Distribution is exclusively direct enterprise sales; the company maintains no app-store or self-serve channels. Hyperscaler alliances with Microsoft Azure, Amazon AWS, Salesforce, and ServiceNow underpin both the technology stack and go-to-market reach. Recent product launches (Salesforce AI solutions for Defence/Education/Enterprise in June 2026, HMRC automation in June 2026, Kraken integration for utilities in March 2026) and the CCA Excellence Awards 2026 indicate active investment in AI-enabled service modernisation.

The business model is a contract-based managed services model: long-duration outsourcing engagements with government and large enterprises, sold through enterprise field sales and account management teams. Pricing is not publicly disclosed. Hyperscaler partnerships and AI productisation are layered on top of the traditional people-led delivery model rather than replacing it, making Capita a BPO operator deploying AI as a productivity lever and incremental revenue line.

Name

Capita IT Enterprise Services

Legal name

Capita plc

Website

https://capita-ites.co.uk

Company type

Public

Founded year

2008

Operating status

Operating

Headcount range

501–1,000 employees

Short description

Capita IT Enterprise Services is the IT services and business process outsourcing arm of UK-listed Capita plc, employing around 34,000 people across 8 countries to deliver AI-enabled managed services — contact centres, pensions, payments, learning, and public-sector productivity — primarily to UK central and local government and large enterprises.

Ownership category

akta.pro rank

Product category

Business Process Outsourcing & Managed Services

NAICS

Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services (5182), Telephone Call Centers (56142), Computer Systems Design and Related Services (54151)

SIC

Services-Computer Programming, Data Processing, Etc. (7370), Services-Computer Processing & Data Preparation (7374)

akta.pro industry

PRIMARYBPAEAJAN

ITSM Managed Services (Run/Operate/Optimize)

Business & Public Services/IT & Digital Services (Managed Services, Systems Integration)/IT Service Management (ITSM) & Service Desk

SECONDARYBPAEAAAJ

AI/ML Solution Integration & MLOps Enablement

Business & Public Services/IT & Digital Services (Managed Services, Systems Integration)/IT Consulting & Systems Integration

SECONDARYBPAEAMAI

Enterprise Application Managed Services Outsourcing (ERP/CRM/HRIS AMS)

Business & Public Services/IT & Digital Services (Managed Services, Systems Integration)/IT Outsourcing & Offshoring Services

SECONDARYBPAEAJAB

ITIL/ITSM Process Consulting & Implementation

Business & Public Services/IT & Digital Services (Managed Services, Systems Integration)/IT Service Management (ITSM) & Service Desk

Keywords

• Business process outsourcing
• Managed IT services
• AI-enabled services
• Customer experience management
• Public sector digital transformation

Headquarters

HQ city

London

HQ country

United Kingdom

HQ region

Europe

Offices9 records

Markets served

GTM type

B2B

Offering type

Services

Cost components

Personnel, Operations, Technology or R&D, Infrastructure, Marketing or Sales

Revenue model

1. Business Process Outsourcing Services: Capita generates revenue through delivering complex business process outsourcing services to public and private sector clients. Services include customer experience management, payments and collections, pensions administration, learning and training, sales and retention, and public sector productivity solutions. Revenue is derived from long-term contracts with government agencies and private enterprises.

Go-to-market motion1 record

Distribution channels1 record

Marketing channels8 records

Core offering

Capita IT Enterprise Services provides AI-enabled business process outsourcing (BPO) and managed technology services to public sector and enterprise clients. It delivers customer experience management, payments and collections, pensions administration, managed learning services, and AI-powered automation through its proprietary AI Catalyst Stack and Capita AI Agents. Services are underpinned by data management, managed WAN/SD-WAN networking, and partnerships with hyperscalers (Microsoft, AWS, Salesforce, ServiceNow).

Product overview

Capita is the UK's leading AI-enabled business process outsourcer offering a comprehensive portfolio of technology-enabled services. The core AI offering comprises the AI Catalyst Stack (infrastructure platform) and Capita AI Agents (autonomous AI solutions), supported by data management, managed networking, and responsible AI governance. Beyond AI, the portfolio spans customer experience management (contact centres, complaint handling, customer communications), payments and collections, pensions administration (with administration software and consulting), learning services (managed, rapid, and transformational), place and estates services (building safety, transformation, planning, sustainability/net zero), public sector productivity (contact centres, learning, procurement), and sales and retention. The company operates across 8 countries with approximately 34,000 colleagues, serving primarily UK and European public and private sector clients with people-based services underpinned by market-leading technology.

Differentiator

Problem solved

Functional benefit

Products and services

• AI Catalyst Stack Proprietary AI infrastructure platform that combines data management, networking, responsible AI governance, and hyperscaler integrations to enable AI-driven business process outcomes for enterprise and public sector clients.
• Capita AI Agents Autonomous and generative AI agent solutions that apply AI to redefine traditional business processing and modernize service delivery across public and private sector clients.
• Contact Centres Contact centre operations providing customer support across citizen experience, customer experience management, and public sector productivity use cases.
• Payments and Collections Technology-enabled payment processing and debt collection services that improve payment rates, prevent debt, and provide empathetic customer engagement for financial institutions and public sector clients.
• Pensions Administration and Software End-to-end pension scheme administration combined with pension management software for responsible and sustainable pension operations.
• Pensions Consulting Expert pension scheme consulting covering scheme design, governance, and compliance for pension providers and trustees.
• Managed Learning Services Comprehensive managed learning services helping organisations upskill with impactful people strategies delivered at scale.
• Rapid Scalable Learning Fast-deployment scalable learning solutions for rapid skill development across organisations.
• Transformational Learning Large-scale transformational learning programmes for organisational change and workforce development.
• End to End Customer Management Comprehensive customer lifecycle management services from initial contact through resolution and retention for enterprise clients.
• Complaint Handling Customer complaint management services creating seamless customer experiences cost-effectively through tailored solutions.
• Flexible Contact Centres Adaptable contact centre solutions that scale to meet varying customer service demands across regions.
• Customer Communications and Digital Services Digital communication services improving citizen and customer interactions through better infrastructure and seamless processes.
• Sales and Retention Customer engagement through strategic pricing, omnichannel experiences and smoother sales processes to drive retention.
• Public Sector Productivity Solutions Solutions unlocking efficiencies and optimising processes including back office administration, licensing, payments and collections for public sector organisations.
• Procurement Services Public sector procurement services optimising purchasing processes and supplier management for government clients.
• Building Safety Building safety services ensuring compliance and safety standards for estates and properties.
• Estates Transformation Property and estate transformation services modernising and optimising built environments.
• Planning and Regeneration Urban planning and regeneration services for community and commercial development.
• Sustainability and Decarbonisation for Net Zero Net zero sustainability services decarbonising organisations and future-proofing places for environmental compliance.

Quantifiable outcome

• Up to 6.5 hours saved per case through RPA implementation for HMRC
• +1 more outcomes

Named customers3 records

Segments7 records

Ideal customer profiles5 records

Technology focussed Yes

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Integration4 records

AI capability8 records

Feature5 records

Partnerships

Four partnerships are on record, tiered core.

• MicrosoftcoreTechnology or IntegrationHyperscaler partnership for AI solutions delivery. Microsoft Azure cloud infrastructure powers Capita's AI Catalyst Stack and AI-enabled business process services.
• SalesforcecoreTechnology or IntegrationStrategic partnership delivering AI-enabled solutions for Defence, Education and Enterprise sectors. Capita and Salesforce collaborate on AI solutions for public and private sector clients.
• ServiceNowcoreTechnology or IntegrationTechnology partnership leveraging ServiceNow platform capabilities for enterprise workflow automation and service management solutions.
• Amazon AWScoreTechnology or IntegrationHyperscaler partnership providing cloud infrastructure for Capita's AI solutions and digital transformation services. AWS powers data management and intelligent processing capabilities.

Scale indicators3 records

Recent moves6 records

Expansion highlights5 records

Broad incumbents

• Wipro: Global IT services and consulting firm with strong UK and European delivery capability, competing with Capita on enterprise managed services, AI/data, and BPO contracts across financial services and public sector.
• Accenture: Global IT services and consulting giant competing directly with Capita in UK public sector and large enterprise managed services, with a much larger AI and cloud practice. Highly comparable on BPO, digital transformation, and hyperscaler-aligned delivery.
• Capgemini: Global systems integrator with strong UK and European public sector presence, offering AI/ML, cloud, and managed services comparable to Capita's portfolio. Direct competitor on large government digital transformation deals.
• TCS (Tata Consultancy Services): Global IT services and BPO giant with UK public sector and enterprise presence, competing with Capita on large managed services and digital transformation deals at much larger scale.

Direct peers

• Teleperformance: Global leader in outsourced customer experience management and digital-integrated business services, competing directly with Capita's contact centre and customer management offerings. Comparable AI-enabled CX transformation strategy.
• Serco Group: UK-listed outsourcing company serving central and local government with citizen-facing services, contact centres, and public sector operations. Highly comparable on government BPO and operational services delivery model.
• Concentrix: Major global customer experience and BPO provider, comparable to Capita in customer management, sales, and collections services across financial services, retail, and telco verticals. Strong AI services overlay makes it a relevant peer.
• Sopra Steria: European-headquartered IT services firm with significant UK public sector footprint, including defence, health, and government contracts. Closest mid-tier European peer to Capita ITS in scale, geography, and customer base.
• CGI Group: Canada-headquartered IT and business consulting services firm with deep UK public sector presence, particularly in justice, health, and central government. Direct competitor for managed services and digital transformation contracts.

Regional players

• FDM Group: UK-listed IT services and consulting firm specializing in technology consultancy and managed learning services, directly comparable to Capita's learning and specialized training practice and UK-centric delivery model.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat6 records

Key risks5 records

Key highlights7 records

Customer concentration

• Xx.com/capita_its
• YouTubeyoutube.com/@capita
• Facebookfacebook.com/Capitaplc
• LinkedInlinkedin.com/company/capita
• Instagraminstagram.com/lifeatcapita

Revenue estimate

Valuation estimate

Number of profiles

Profiles1 record

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A2 records

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Capita IT Enterprise Services