Capita plc

Profile narrative

Capita plc is a United Kingdom‑based provider of business process outsourcing, information technology services and consulting solutions. The company designs and delivers services that help clients manage transaction processing, customer interactions, claims administration and revenue collection. Its offerings are aimed at both public‑sector organisations and private‑sector firms across sectors such as central government, local government, healthcare, education, utilities and financial services. By combining process expertise with technology platforms, Capita supports clients in improving operational efficiency and enabling digital transformation.

The organisation handles large volumes of personal data, as evidenced by the 2023 ransomware incident that affected the personal information of nearly seven million end customers, including members of approximately six hundred pension funds. This scale indicates that Capita manages extensive citizen‑facing services and pension administration contracts for a significant portion of the UK population. Capita plc is a publicly listed company on the London Stock Exchange and is a constituent of the FTSE 250 index, reflecting its size and market presence within the UK economy. Its operations extend beyond the United Kingdom, with delivery centres and client relationships in various international markets, although the majority of its revenue is derived from UK‑based contracts.

A distinguishing attribute of Capita is its deep specialization in providing outsourced services to the UK public sector, where it has held numerous long‑term contracts for services such as benefits processing, tax collection and NHS support. The company also positions itself as a provider of pension scheme administration, offering end‑to‑end solutions that encompass data management, benefit calculations and regulatory reporting for occupational and personal pension schemes. Capita emphasizes its ability to integrate legacy systems with modern cloud‑based platforms, a competency that was highlighted in the 2023 Office 365 disruption incident when work was undertaken to restore full access to affected Microsoft services. Despite the cybersecurity challenges noted in the reported incidents, the firm continues to invest in security controls and compliance frameworks to meet the stringent requirements of government and regulated industry clients.

Structurally, Capita plc operates through a series of divisions and subsidiary entities that focus on specific market segments, such as Capita Public Services, Capita Financial Services and Capita IT Services. The ultimate parent entity is Capita plc itself, with shareholders holding equity through its listing on the London Stock Exchange under the ticker CPI. Governance is overseen by a board of directors responsible for setting strategy, monitoring performance and ensuring adherence to corporate governance standards applicable to UK listed companies.

Incidents

2 incidents linked to this organisation.