Capita-Secure Solutions and Services

What Capita-Secure Solutions and Services does

Capita plc, founded in 1984 and headquartered in London, is the UK's leading AI-enabled business process outsourcer. The company operates across eight countries — UK, Ireland, Switzerland, Germany, Bulgaria, Poland, India, and South Africa — with 34,000 colleagues, primarily serving UK and European public sector and enterprise clients. Its service portfolio spans citizen experience, customer experience management, pensions administration, payments and collections, learning and training, defence training transformation (including the British Army's Collective Training System via the Omnia consortium), local government productivity, and complaint handling. Capita processes 100M+ customer interactions annually, administers pensions for 2M+ members, collects £1.7bn in council tax yearly, and handles 18M+ HMRC tax cases per year.

The company's core technology platform is the AI Catalyst Stack, a proprietary four-layer framework comprising (1) Process Observability for digital twins of operations, (2) AI Build & Deployment Platforms across low-code (Salesforce Agentforce, Microsoft Copilot Studio, Amazon Q) and pro-code (AWS Agentcore) environments, (3) an Orchestration & Integration Layer (MCP, A2A, API mesh, connectors), and (4) Data Management & Intelligence (lakehouse, ML feature stores, vector databases). Capita has built and deployed a named portfolio of AI agents and products including CapitaContact (omnichannel contact centre on Amazon Connect), AgentSuite (Call Sight and Agent Assist), Capita Accelerate (MoD-approved NLP for British Army recruitment), REMI (Microsoft Copilot-powered email triage for financial services), Doris/Hugo/Vera (clinical assessment agents for Northern Ireland TPDPS), DataWorks (workforce analytics on Databricks), and the Capita Citizen Contact Agent. The Forward Deployed Orchestrator is the operating model that embeds AI-fluent process experts in client operations to own measurable outcomes. An AI Charter with Board-level AICDC governance governs responsible deployment.

Capita generates revenue primarily through long-term outsourcing contracts with public and private sector clients, with FY25 adjusted revenue of £2,199.5m. Revenue streams are BPO services (subscription/recurring), AI solutions and managed services, and professional services. GTM combines enterprise field sales targeted at large public sector departments and enterprises, hyperscaler co-sell partnerships (AWS, Microsoft, Salesforce, ServiceNow, Snowflake), and — as of 2026 — a programmatic AWS Marketplace Storefront channel (the first by a European BPO). Pricing is bespoke per contract scope and tied to multi-year service levels and outcomes; no public pricing exists. Customer segments are organised vertically across central government, defence, local government, health, financial services, telecoms and media, utilities, and retail.

Name

Capita-Secure Solutions and Services

Legal name

Capita plc

Website

https://capita.com

Company type

Public

Founded year

1984

Operating status

Operating

Headcount range

5,001–10,000 employees

Short description

Capita plc is the UK's leading AI-enabled business process outsourcer, serving UK and European public sector and enterprise clients across citizen experience, customer experience, pensions, defence training, and contact centre operations using its proprietary AI Catalyst Stack and Forward Deployed Orchestrator model.

Ownership category

akta.pro rank

Product category

Business Process Outsourcing Services

NAICS

Software Publishers (5132)

SIC

Services-Prepackaged Software (7372), Services-Help Supply Services (7363)

akta.pro primary industry

Workflow & Case Management (Human-Centric BPM) (HDAEAHAA)

Keywords

• Business process outsourcing
• AI-enabled outsourcing
• Contact centre services
• Citizen experience services
• Pension administration

Headquarters

HQ city

London

HQ country

United Kingdom

HQ region

Europe

Offices8 records

Markets served

GTM type

B2B

Offering type

Services

Cost components

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

Revenue model

1. Business Process Outsourcing (BPO) Services: Capita generates the majority of its revenue through long-term outsourcing contracts with public and private sector clients for essential business processes including citizen experience, customer experience management, pensions administration, payments and collections, learning and training, and public sector productivity services. Revenue is primarily recurring contracted revenue under multi-year agreements.
2. AI Solutions and Technology Services: Revenue from AI-powered solutions including CapitaContact, AgentSuite, Capita Accelerate, Capita Citizen Contact, and the Forward Deployed Orchestrator model. Delivered as managed services or outcome-based engagements alongside hyperscaler platforms.
3. Professional Services: Consulting, implementation and transformation services across defence training, NHS estate management, local government productivity, and financial services. FY25 adjusted revenue was £2,199.5m with adjusted profit before tax of £74.5m.

Pricing tiers

Go-to-market motion3 records

Distribution channels4 records

Marketing channels9 records

Core offering

Capita is the UK's leading AI-enabled business process outsourcer, delivering managed services and AI-powered solutions to government and large enterprises across eight countries. Its core offering combines long-term BPO contracts (citizen experience, customer experience management, pensions administration, payments and collections, learning and training, public sector productivity) with proprietary AI products such as CapitaContact, AgentSuite, Capita Accelerate, AI Catalyst Stack and the Forward Deployed Orchestrator operating model.

Product overview

Capita is the UK's leading AI-enabled business process outsourcer offering a unified portfolio of AI-powered solutions and managed services. The core AI product family includes CapitaContact (AWS-powered omnichannel contact centre), AgentSuite (AI CX solution with Call Sight and Agent Assist), and Capita Accelerate (NLP for document processing). Supporting these are specialized agents: Contact Centre Analytics Agent (Snowflake-powered), REMI (email triage), Doris/Hugo/Vera (clinical assessment), Clive (innovation management), Capita Citizen Contact Agent (citizen self-service), and DataWorks (workforce analytics on Databricks). The AI Catalyst Stack provides the four-layer technology framework (Process Observability, AI Build & Deployment, Orchestration & Integration, Data Management & Intelligence) powering the Forward Deployed Orchestrator operating model for sustained AI outcomes. Beyond AI, Capita delivers Citizen Experience Services, Customer Experience Management, Complaint Handling, and Contact Centre Solutions as managed BPO services. The portfolio spans front-office citizen interactions through back-office process automation, all built on hyperscaler partnerships with AWS, Microsoft, Salesforce, ServiceNow, and Snowflake.

Differentiator

Problem solved

Functional benefit

Brands

• CapitaContact: Integrated omni-channel contact centre platform powered by Amazon Connect
• AgentSuite
• Capita Accelerate
• AI Catalyst Stack
• Forward Deployed Orchestrator
• Contact Centre Analytics Agent
• REMI
• Capita Citizen Contact Agent
• DataWorks
• AI Charter

Products and services

• CapitaContact

Quantifiable outcome

• 30% productivity increase within six months for CapitaContact users
• +17 more outcomes

Named customers16 records

Segments8 records

Ideal customer profiles5 records

Technology focussed Yes

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Integration10 records

AI capability11 records

Feature14 records

Partnerships

Eleven partnerships are on record, tiered core and supporting.

• MultiversecoreStrategic or Co-development Partner · 18 March 2026Capita partnered with Multiverse to launch AI apprenticeships (AI for Business Value), a one-year accredited programme run as a pilot. Multiverse is also being used to scale AI transformation to a 750-strong workforce, advancing Capita's AI strategy for operational excellence.
• SnowflakecoreTechnology or Integration · 2 March 2026Capita announced a multi-year agreement with Snowflake to power its AI Catalyst Stack for mission-critical citizen contact centres. Capita achieves Snowflake Select Partner status. Snowflake's AI Data Cloud enables data analytics and AI-enabled services across sectors. DataWorks is built on the Databricks Data Intelligence Platform.
• Raytheon UK (Omnia Training consortium)coreStrategic or Co-development Partner · 1 January 2026Capita delivers training services for the British Army's Collective Training System (ACTS) as part of the Omnia Training consortium led by Raytheon UK. This is a significant defence training transformation programme.
• Amazon Web Services (AWS)coreTechnology or IntegrationCapita is an AWS Gold Standard Partner and the first European BPO to launch a Storefront on AWS Marketplace. Key AI initiatives include CapitaContact (powered by Amazon Connect), AgentSuite (using AWS Gen AI), and Managed WAN (using AWS Cloud WAN). AWS collaboration focuses on cloud and security transformation, modernising legacy debt technology for UK government, and AI-driven contact centre solutions.
• MicrosoftcoreTechnology or IntegrationCapita holds three of seven Microsoft Partner Designations and is working towards achieving more. Collaboration includes GitHub Copilot deployment for developers (200+ developers, up to 25% productivity improvement), Copilot Studio for AI agent development, and REMI agent powered by Microsoft Copilot for financial services email triage. Microsoft published a customer story highlighting Capita's use of GitHub Copilot for professional services.
• SalesforcecoreTechnology or IntegrationCapita and Salesforce collaborate on multiple AI-enabled solutions for defence, education and enterprise. Capita was the first B2B Agentforce deployment in Europe. Salesforce Agentforce is used for low-code AI agent development. Collaboration also includes Clive (innovation management agent) planned for Salesforce integration. Adolfo Hernandez (Capita CEO) authored a guest blog on the Salesforce website about AI-powered agents.
• ServiceNowcoreTechnology or IntegrationCapita's partnership with ServiceNow enables simplification of complex processes and digital transformation for both public and private sector clients. ServiceNow is part of the AI Catalyst Stack architecture and its SD-WAN service is compatible with ServiceNow AI-based platforms.
• Juniper NetworkscoreTechnology or IntegrationCapita's managed SD-WAN service is built on Juniper's SD-WAN technology, which leads the market in automation, security and compatibility with AI-based platforms. Juniper's technology underpins Capita's cloud-native, AI-optimised WAN architecture.
• DatabrickssupportingTechnology or IntegrationDataWorks is built on the Databricks Data Intelligence Platform and Unity Catalog, connecting fragmented workforce data for staffing, workload management and payroll accuracy. Part of the AI Catalyst Stack data management layer.
• Ministry of Defence (UK)coreStrategic or Co-development PartnerCapita Accelerate has received formal approval from the Ministry of Defence for use in British Army recruitment medical record processing. This approval enables deployment of NLP-based AI for processing 30,000 medical records annually.
• Black Sun GlobalsupportingTechnology or IntegrationBlack Sun Global powers Capita Web Assist, Capita's AI Virtual Assistant chatbot on the capita.com website.

Scale indicators33 records

Recent moves6 records

Expansion highlights6 records

Direct peers

• Concentrix: Large customer experience BPO with AI-enabled service offerings. Comparable to Capita Experience in CX delivery, omnichannel contact centre operations, and regulated-industry complaints handling.
• Teleperformance: Global leader in outsourced customer experience management. Directly comparable to Capita Experience's contact centre and CX services, particularly across regulated enterprise verticals.
• Serco Group: UK-listed public sector outsourcing peer operating across defence, justice, health, and citizen services. The most direct domestic competitor to Capita in UK government BPO contracts.
• Infosys: Global IT services and BPO firm with significant UK and European presence. Comparable to Capita across enterprise transformation, AI-led process modernisation, and regulated-industry services.
• Wipro: Global IT services and BPO major with strong public sector and digital process offerings. Comparable to Capita across AI-enabled process outsourcing and large-scale managed services.
• Atos: European IT services and digital transformation peer with public sector and BPO heritage. Comparable to Capita in scale, AI-enabled managed services, and regulated-industry delivery.
• Accenture: Global professional services and BPO leader with deep public-sector and AI capabilities. Closely comparable to Capita's managed services + transformation offering, though at much larger scale and broader geographic footprint.
• CGI Group: IT and business consulting services firm with deep UK public sector exposure. Overlaps with Capita in government transformation, pensions administration, and digital citizen services.
• Sopra Steria: European IT services and BPO group with significant UK public sector exposure (including NHS). Comparable in customer mix, geographic footprint, and digital transformation focus.
• Capgemini: European-headquartered IT services and BPO peer with strong public sector and regulated-industry presence. Comparable to Capita across digital transformation, customer experience management, and AI-led process modernisation.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat7 records

Key risks7 records

Key highlights7 records

Customer concentration

• Xtwitter.com/CapitaPlc
• YouTubeyoutube.com/@capita
• Facebookfacebook.com/Capitaplc
• LinkedInlinkedin.com/company/capita
• Instagraminstagram.com/lifeatcapita

Compliance2 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles5 records

Subsidiaries5 records

Funding overview

Funding rounds

Investors

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

M&A

Investments

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

Frequently asked questions about Capita-Secure Solutions and Services