Capita plc – Capita wins customer support contract with ScottishPower

May 26, 2022

Capita wins customer support contract with ScottishPower

Capita plc (“Capita”) today announces that it has entered into a five-year agreement to provide frontline customer support services to ScottishPower customers across the UK.

The client management contract, worth up to £63 million over five years, is due to start in June 2022 and includes extensive customer experience support services for standard prepay, homemover, SME and direct debit meter customers.

Capita agents will use Assisted Customer Conversations technology, an AI-based innovation that provides the insights and insights needed to identify the best solutions for customers, to deliver better quality of service. Combined with data analysis, this will provide better results and efficiency for the client.

Leveraging Capita’s extensive experience in the energy retail market, over 375 highly skilled full-time staff will be employed under this contract at delivery centers in Scotland and England.

This new contract reflects Capita’s focus on securing significant work with new clients, building on high levels of client retention and success in expanding the scope of work with existing clients. .

Capita previously provided customer support services for ScottishPower between 2005 and 2016.

Jon LewisCEO of Capita, said:

“Awarding a new five-year contract with a major European energy customer reflects our extensive experience and understanding of customer management as well as our expertise in the strategically important area of ​​energy and utilities. .

“The quality of Capita’s delivery and our focus on transforming the customer experience is behind ScottishPower’s decision to work with us again to deliver to their customers following an appeal process. competitive offers.

“As well as reflecting our ability to win new mandates, this contract adds to the healthy volume of new revenue we have now secured for 2022.”

Notes to Editors:

The majority of the contractual agreement is based on expected volumes, and therefore treated as transactional revenue. The IFRS 15 transaction price (backlog) for the five-year contract is £3.75 million.

For more information please contact:

Investor requests
Stuart Morgan
Investor Relations Director
Tel: 07989 665484
Email: [email protected]

Media inquiries
External communication capital
Tel: 0207 654 2399
Email: [email protected]

About Capita

Capita is a consulting, transformation and digital services company. Every day, our 52,000 colleagues help millions of people by providing innovative solutions to transform and simplify the relationship between government and citizens, businesses and customers. We work in partnership with our customers and provide the knowledge and cutting-edge technologies that save them time, allowing them to focus on what they do best and making people’s lives easier and simpler. We operate in three divisions – Capita Public Service, Capita Experience and Capita Portfolio – in the UK, Europe, India and South Africa. Further information can be found at:


Joseph P. Harris