Using almost 30-years’ experience, working closely with many public sector customers, Tom’s focus is on challenging the status quo. He believes that there are always better ways of exceeding customer expectations, and he works to combine Capita’s expertise with the best partners and services to find these, and to help the public sector deliver.
“I first joined Stiell Networks, a small Scottish networks specialist in 2001, from a global network provider, mainly for the opportunity to work more closely with Scottish public sector customers. Since 2009, when we were acquired by Capita, we’ve been able to keep that same focus, but supported by the resources of a much larger team.”
“One of the things that keeps me at Capita is that we are now a very purpose-led organisation, with a simple goal: “We create better outcomes”. This purpose flows through Capita from the top down, defining the way we work with clients, partners and eachother.”
Tom has been tasked with focussing on the next generation of SWAN.
“Thinking back to 2012, SWAN was a revelation for me. I have always lived and worked in Scotland, and the opportunity to help drive genuine benefit across the country’s entire public sector was almost the dream job."
“The first external measure of the value we were adding was in March 2017, less than 3 years after we’d delivered our first circuit, when the Scottish Government stated that we had already saved the public purse over £30M. That felt good.”
From contract signature in February 2014 to today, we’ve strived to do what’s best for our customers, and while we’ve faced some issues along the way, we have taken responsibility and fixed them.”
The original SWAN framework starts to wind down from April 2023, and the public sector now has to decide who they trust with building on the achievements of the last eight years.
“You always feel both nervous and excited at this point in a long-term customer relationship. We desperately want to keep making a difference and delivering services that matter to the country, and we have been sharing some great ideas for how we can enhance services even further. At the same time, you are always conscious that there are credible competitors who want to deliver these services too.”
“And that’s where, I believe, our purpose differentiates us – we really want to keep creating better outcomes.”