Responsible business

At Capita, we are dedicated to achieving better outcomes for our employees, clients, the communities we serve, and the environment.

2024 Annual Report and Accounts

Global Reporting Initiative GRI Content Index 2024

We integrate responsible business practices into every aspect of our operations, from the services and products we offer to our community and environmental initiatives. I am very proud of our progress and the awards and achievements we have garnered over the years, including the Gold Talent Inclusion and Diversity Evaluation (TIDE) Award, being on the Forbes global list of top employers for women, and Charities Trust Payroll Giving Platinum Award. These accomplishments reflect our unwavering commitment to making a positive impact on society and the environment. I am looking forward to continuing this journey and achieving even greater milestones in the future.

Scott Hill

Chief People Officer at Capita

Our Responsible Business Strategy (2024-2026)

Our responsible business strategy was developed in collaboration with our leaders, colleagues, clients, investors, and community groups to identify the most pertinent issues that Capita should address. It prioritises our action through one cross-cutting theme and our company purpose: to create better outcomes for all our stakeholders, and four key themes.

At Capita, being a responsible business is not just a commitment, it’s the foundation of how we create lasting impact. Our strategy ensures we focus on the issues that matter most to our clients, colleagues, and communities, driving meaningful change for society and the environment. Guided by our values: Customer first, always; Fearless innovation; Achieved together and Everyone is valued, we are shaping a future where business success goes hand in hand with responsibility and trust.

Kasia Gulyk Rutkowska

Group Senior Head of Responsible Business at Capita

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Our people
Our communities
Our planet
Our business

Our people

Our commitments

We prioritise the wellbeing, safety, and health of our workforce.
We continuously strive to create a great in-work experience for all our people.
We are committed to representing the diversity of the communities in which we live and work, at all levels of the business.

KPIs

Increase gender & ethnic representation at management level.
Maintain Gold TIDE Award.
Maintain Disability Confident Scheme Level 3.

Supporting the following United Nations Sustainable Development Goals:

3 Good health and well-being

5 Gender equality

8 Decent work and economic growth

10 Reduced inequalities

Our communities

Our commitments

We create positive social impact through our supply chains.
We support our employees to be active members of their communities.
We deliver programmes that grow skills and reduce economic inequality in the communities in which we work.
We support and protect vulnerable customers through our contract delivery.

KPIs

Increase the total volunteering hours collectively to 44,000 annually.
Maintain 96% compliance in Modern Slavery Government Assessment Tool.

Supporting the following United Nations Sustainable Development Goals:

3 Good health and well-being

5 Gender equality

8 Decent work and economic growth

10 Reduced inequalities

Our planet

Our commitments

We will be a net zero organisation by 2045.
We use natural resources responsibly.

KPIs

We will be net zero by 2045.
55% of suppliers will have or will have committed to Science Based Target Initiative.

Supporting the following United Nations Sustainable Development Goals:

13 Climate action

Our business

Our commitments

We operate as a consistently purpose-led, responsible and ethical business.
We are honest and fair with customers and suppliers.
We take continuous action to protect individual data privacy and guard against data and cyber breaches.
We innovate with integrity, particularly as we explore the opportunities of artificial intelligence.

KPIs

EcoVadis Silver Medal.
Mandatory data security & cyber protection training – 96% plus annual compliance.

Supporting the following United Nations Sustainable Development Goals:

8 Decent work and economic growth

Our responsible business governance

The Board has ultimate accountability for environment, climate, social and governance related (ESG) risks and opportunities, with delegated responsibilities to both Board committees and the Executive Team, cascading to management for day-to-day oversight of all responsible business matters.

Find out more:

Responsibility: Promoting long-term sustainable success, generating value for shareholders and contributing to a wider society. The Board provides direction to the Executive Team by setting Capita’s risk appetite, management and oversight of ESG including climate-related risks and opportunities which are incorporated into the ESG principal risk.

Responsibility: Strategic oversight and accountability for responsible business matters, including climate-related issues.

Responsibility: Assists in overseeing risk systems and managing ESG principal risk.

Responsibility: sets remuneration policy and principles for remuneration of the Executive Directors and members of the Executive Team.

Responsibility: Approves the responsible business strategy within the parameters set by the Board. Accountable for implementing and operating effective governance, risk management and internal controls to deliver agreed responsible business outcomes including monitoring performance in line with climate change targets and objectives.

Capita’s leadership and specialist teams play a pivotal role in embedding Responsible Business and ESG principles across the organisation. They provide strategic oversight and operational delivery to address climate-related risks, strengthen governance, and advance sustainability objectives—ensuring ethical practices, responsible sourcing, and positive outcomes for people, communities, and the environment.

Capita’s Chief Executive Officer: overall responsibility for responsible business, including climate-related risks & opportunities and for ensuring that responsible business matters are appropriately considered at Board level.
Business Leaders: adopt Group-wide Responsible business-related policies, identify ESG risks, including climate-change for their division. Accountable for risk management, governance and control, quarterly reporting to the Executive Team.
Chief General Counsel and Company Secretary: reporting directly to the CEO, accountable for development of Capita’s net zero strategy and ultimate reporting line for the Group Environmental Team.
Chief People Officer: ownership of the ESG principal risk, which includes climate change, working closely with the Group’s Risk and Compliance and Environmental functions.
Responsible Business Working Group: provides cross-functional oversight and strategic direction on RB and ESG matters, aligning divisional and functional efforts to deliver programmes that create better outcomes for people, communities, and the environment.
Net Zero Representatives: roles nominated by the Executive Team who are responsible for the creation of Capita’s low carbon transition plan.
Finance Team: supports scenario analysis and quantification of the financial impact and of climate related risks and opportunities.
Procurement Team: drives responsible sourcing by ensuring compliance with the Supplier Charter, promoting diversity and sustainability in the supply chain, and ensuring compliance with ethical, human rights, labour and environmental standards. Supports the review and measurement of emissions and engagement with key suppliers.

Capita’s double materiality assessment process

In 2025, we undertook a double materiality assessment (DMA), to identify and prioritise the sustainability topics most relevant to our business, our stakeholders, and our wider value chain and reflect the requirements of the ESRS and CSRD. Key features included:

Assessing both inward financial risks and outward sustainability impacts.

Mapping Capita’s entire value chain from suppliers to end-of-life services to identify sustainability hotspots, key dependencies, and areas of greatest impact, risk, and opportunity.

A systematic assessment generated and scored 184 potential IROs across the value chain using an unmitigated framework integrated with Capita enterprise risk management to prioritise the most significant sustainability topics.

The process involved interviews of senior leaders, engaging 27 subject matter experts in the IROs' scoring exercise, as well as external advisors to validate methodology and incorporate stakeholders’ perspectives. External stakeholder perspectives were incorporated by proxy, drawing on existing engagement, reporting, and credible secondary sources.

From 184 IROs, 38.6% were deemed material, resulting in ten strategic ESG topics that now underpin Capita’s sustainability strategy, disclosures and programmes.

Environmental stewardship
Climate change
Employee health, safety and wellbeing
Diversity, equity and inclusion
Human and labour rights
Community impact
Customer welfare and safety
Business conduct and ethical AI
Cybersecurity and data protection
Sustainable, transparent and resilient supply chains

Our strategy focuses on these challenges, prioritising them in the order in which we can have the greatest impact:

support a healthy, safe, diverse and inclusive workforce
have a positive impact on our customers and communities
reduce our environmental impact
operate ethically, responsibly and securely

Read more about our double materiality assessment process and material issues

Responsible business awards, partnerships and accreditation

Capita maintains several key Group-level accreditations and partnerships that underpin our responsible business strategy and commitments. We are accredited as a Disability Confident Leader (Level 3) and hold the Fair Tax Mark.

We are proud to partner with leading organisations such as Business in the Community (BITC), Purple Space, Onvero, and Social Shifters, and we are signatories to the Armed Forces Covenant, Women in Defence Charter, and Business in the Community’s Race at Work Charter.

Alongside maintaining strong ESG performance, evidenced by our inclusion in the FTSE4Good Index, achieving a CDP score of B, being ranked in the Forbes Global list of Top Employers for Women, and receiving Onvero’s Gold TIDE award, we also participate in leading external sustainability assessments, including Sustainalytics, EcoVadis, and the S&P Global Corporate Sustainability Assessment (CSA). These benchmarks help us evaluate progress, strengthen transparency, and guide continuous improvement across our responsible business activities.

We also hold the Payroll Giving Platinum Quality Mark from Charities Trust, reflecting our long-standing support for charitable giving.