Capita plc

What Capita plc does

Capita plc is a UK-headquartered business process outsourcing (BPO) company founded in 1984 and listed on the London Stock Exchange (LSE:CPI). The company operates across eight countries with approximately 34,000 employees, delivering managed services to UK central and local government, the NHS, defence (British Army, Royal Navy, Royal Air Force), and a small set of regulated private-sector clients. Core service lines include contact centre operations, payments and collections, revenues and benefits administration, pension administration, learning and training services (LearningPlace, Tessello), and public sector productivity programmes. At scale, Capita collects £5.4bn of revenue annually on behalf of local authorities, pays out £6bn in housing benefits, and handles around 100 million customer conversations per year.

The company's technology platform centres on the AI Catalyst Stack — a four-layer framework spanning Process Observability, AI Build & Deployment Platforms (built on hyperscaler foundations including Salesforce Agentforce, Microsoft Copilot Studio, Amazon Q, and AWS Agentcore), Orchestration & Integration, and Data Management & Intelligence. On top of this stack, Capita has deployed a portfolio of proprietary AI agents (CapitaContact, AgentSuite, Capita Accelerate, REMI, Doris, Hugo, Vera, Clive, Clark, Contact Centre Analytics Agent, DataWorks) with quantified client outcomes such as 30% contact centre productivity gains, 20% reduction in average handling times, and 99.3% knowledge agent success rates. The Forward Deployed Orchestrator is Capita's operating model for embedding AI-fluent process experts in client operations to own measurable outcomes. Capita holds ISO27001 and GDPR certifications and maintains AWS Gold Standard, three Microsoft Partner Designations, Snowflake Select Partner status (July 2026), and Databricks partnership.

Capita generates revenue primarily through long-term managed services contracts with public sector clients, supplemented by AI-enabled digital transformation engagements delivered within existing contracts or as standalone projects. Distribution is via direct enterprise field sales, with a new AWS Marketplace Storefront (first European BPO to launch, April 2026) providing a digital channel. In July 2026, Capita divested its private sector contact centre business to Inspirit Capital, concentrating the portfolio on public sector and AI-enabled services. HY26 adjusted revenue reached £906.4m (up from £892.2m in HY25), with free cash flow compressing to £3.5m and net debt rising to £499.7m.

Name

Capita plc

Legal name

Capita plc

Website

https://capita.com

Company type

Public

Founded year

1984

Operating status

Operating

Short description

Capita plc is a UK-listed business process outsourcer serving central and local government, NHS, and defence clients with AI-enabled managed services including contact centres, revenues and benefits, pensions, and learning services, underpinned by its proprietary AI Catalyst Stack and Forward Deployed Orchestrator operating model.

Ownership category

akta.pro rank

Product category

Business Process Outsourcing (BPO)

NAICS

Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services (518)

SIC

Services-Prepackaged Software (7372)

akta.pro primary industry

Application Outsourcing (AO) (BPAEAMAA)

akta.pro secondary industry

Infrastructure Outsourcing (IO) (BPAEAMAB)

Keywords

• Business process outsourcing
• Managed public services
• Contact centre services
• AI-enabled outsourcing
• Pensions administration

Headquarters

HQ city

London

HQ country

United Kingdom

HQ region

Europe

Offices4 records

Markets served

GTM type

B2B

Offering type

Services

Cost components

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

Revenue model

1. Business Process Outsourcing: Long-term strategic outsourcing contracts with public and private sector organisations for complex business processes including contact centres, pensions administration, payments and collections, learning services, and public sector productivity.
2. AI-enabled Digital Transformation: AI and automation solutions deployed within existing outsourcing contracts and as standalone engagements, including the AI Catalyst Stack, AI agents, and data management services.
3. Contact Centre Services: Omnichannel contact centre services handling 100 million customer conversations annually across public sector organisations, powered by Amazon Connect.

Go-to-market motion1 record

Distribution channels3 records

Marketing channels7 records

Core offering

Capita is a UK-listed business process outsourcer that contracts with public and private sector organisations to take over complex, time-consuming operational processes and run them at scale. Its core delivery areas are contact centre and citizen experience services, pensions administration, payments and collections, learning and specialised training, and place/estates/net-zero transformation. Underpinning these managed services is an AI-enabled technology layer (the AI Catalyst Stack and Forward Deployed Orchestrator) that uses proprietary AI agents and hyperscaler partnerships to automate and improve processes within outsourcing contracts.

Product overview

Capita plc is an AI-enabled business process outsourcing company offering a portfolio of AI solutions, professional services, and managed services for public and private sector clients. The core AI product suite includes CapitaContact (omni-channel contact centre platform), AgentSuite (customer experience AI with Call Sight and Agent Assist), and Capita Accelerate (NLP for medical record processing). These are underpinned by the AI Catalyst Stack—a four-layer technology framework (Process Observability, AI Build & Deployment Platforms, Orchestration & Integration, Data Management & Intelligence) that orchestrates multiple AI agents including Contact Centre Analytics Agent, REMI, Doris/Hugo/Vera, Clive, Capita Citizen Contact Agent, and DataWorks. The Forward Deployed Orchestrator is Capita's operating model for embedding AI-fluent experts in client operations. Additional offerings include LearningPlace and Tessello (learning management platforms), pension administration services, payments and collections, and professional training across defence, government, health, and education sectors.

Differentiator

Problem solved

Functional benefit

Brands

• LearningPlace: A secure, web-based Learning Management System enabling organisations to source learning content from over 150 suppliers.
• Tessello
• CapitaContact
• AgentSuite
• Capita Accelerate
• DataWorks
• REMI
• Forward Deployed Orchestrator
• AI Catalyst Stack
• CapitaWebAssist

Products and services

• AI Catalyst Stack
• Forward Deployed Orchestrator

Quantifiable outcome

• 30% increase in contact centre productivity with CapitaContact within six months
• +10 more outcomes

Named customers15 records

Segments6 records

Ideal customer profiles5 records

Technology focussed Yes

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Integration12 records

AI capability12 records

Feature12 records

Partnerships

Ten partnerships are on record, tiered supporting, strategic and core.

• Inspirit CapitalsupportingOthers · 31 July 2026Inspirit Capital completed the acquisition of Capita's private sector contact centre business in July 2026.
• SnowflakestrategicTechnology or Integration · 6 July 2026Capita achieved Snowflake Select Partner status, strengthening AI Data Cloud, data analytics and AI-enabled services across sectors. Powering Contact Centre Analytics Agent.
• MultiversesupportingStrategic or Co-development Partner · 18 March 2026Partnership with Multiverse to drive AI transformation across Capita's workforce of 750+ employees through AI apprenticeships and applied learning programmes.
• Amazon Web Services (AWS)coreTechnology or IntegrationAWS is a hyperscaler partner providing cloud infrastructure for Capita's AI solutions. CapitaContact is powered by Amazon Connect, and AgentSuite uses AWS GenAI capabilities. Capita is an AWS Gold Standard partner and AWS Marketplace Storefront launch partner (first European BPO to do so).
• MicrosoftcoreTechnology or IntegrationMicrosoft is a hyperscaler partner with Capita holding three of seven Microsoft Partners Designations. Collaboration on GitHub Copilot Professional Services and Microsoft Copilot Studio for AI agent development. Capita featured in Microsoft Customer Story.
• SalesforcecoreTechnology or IntegrationSalesforce is a hyperscaler partner for CRM and customer experience solutions. Capita is working with Salesforce on Agentforce for recruitment automation, achieving 43% cut in candidate screening time and 1,000+ hours saved in first four months.
• ServiceNowcoreTechnology or IntegrationServiceNow partnership enables simplification of complex processes and digital transformation for public and private sector clients. Partnership expanding managed service provider capabilities.
• DatabricksstrategicTechnology or IntegrationDatabricks is a data intelligence platform partner powering DataWorks for workforce management and Databricks Genie for customer zero testing in Finance. Capita is a Databricks Partner.
• Juniper NetworkssupportingTechnology or IntegrationJuniper's SD-WAN technology provides the foundation for AI-powered networking in Capita's managed SD-WAN service, offering automation, security, and AI-based platform compatibility.
• Raytheon UKstrategicStrategic or Co-development PartnerRaytheon UK leads the Omnia Training consortium for the British Army's Collective Training System (ACTS). Capita delivers training services as part of this consortium.

Scale indicators18 records

Recent moves7 records

Expansion highlights6 records

Broad incumbents

• IBM Consulting: Global consulting arm of IBM delivering AI (watsonx), hybrid cloud, and process automation to public sector and regulated enterprises. Competes for UK government transformation deals and brings deep platform-level AI capabilities.
• Cognizant: Global IT services and BPO firm with strong UK and European public sector presence, digital process automation capabilities, and hyperscaler-aligned delivery. Competes for shared services, contact centre, and AI-enabled transformation mandates.
• Accenture: Largest global IT services and consulting firm with extensive public sector practice, AI delivery capabilities, and hyperscaler partnerships. Competes for large UK government transformation mandates and offers broader scale across consulting, technology, and operations.
• Atos: European IT services group with UK public sector and defence heritage, offering managed services, digital transformation, and AI-enabled process redesign. Competes for similar central government and defence digital contracts in the UK and Europe.
• Capgemini: Global IT services and consulting leader with major UK public sector business and AI-enabled process services. Competes for similar government transformation deals and offers overlapping capabilities in application outsourcing and managed services.

Direct peers

• Serco Group: UK-listed public services outsourcer delivering citizen-facing services (immigration, healthcare, defence, transport) under long-term government contracts. Comparable customer base, contract structures, and exposure to UK public sector budget cycles.
• Sopra Steria: European IT services firm with deep UK public sector presence across defence, health, and central government. Comparable BPO/ITO mix, similar hyperscaler-based delivery model, and competing for many of the same UK framework agreements.
• Genpact: Pure-play business process services and AI-enabled operations firm serving regulated industries (financial services, healthcare, public sector). Comparable focus on agentic AI for back-office process automation and similar client outcomes narrative.
• Concentrix: Global customer experience and BPO outsourcer with significant government and regulated industry business. Overlaps with Capita's contact centre capabilities, omnichannel platform investments, and AI-powered CX transformation roadmap.
• Maximus: US-headquartered government services outsourcer operating health assessment programmes (including UK PIP-style assessments), benefits administration, and citizen contact centres. Direct overlap with Capita's Capita PIP service, central/local government contracts, and digital transformation programmes.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat6 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

Compliance3 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles4 records

Subsidiaries1 record

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 plc