Utilities insights and resources

News, research, reports and thought leadership articles looking to the future of utilities


At Capita, we’re experts at helping organisations to empower their customers. We’re also championing the transformation of the utilities industry, enabling a culture of not just energy consumption, but energy creation. We consider what lies ahead for organisations as they respond to rising consumer expectations and the need to significantly reduce emissions to achieve net zero.

Featured highlights

With climate change being one of the defining issues of our time, we’ve put together a series of insightful articles, research and reports which look at how the landscape is evolving for utilities companies.


Simplifying lives of Southern Water customers

This case study looks at how we’re working in partnership with Southern Water to simplify and transform customer experience, so that their customers are happier and empowered to self-serve online.

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Road to net zero - our new Capita utilities report

We conducted consumer research among 3,000 UK adults to understand how far consumers are along the road to net zero, the barriers to change and what role consumer sentiment continues to play in this movement. 

Download the report


Know your customers better to help reduce their carbon footprint


Know your customers better to help reduce their carbon footprint. Take the net zero persona tool.

We carried out extensive research with 3,000 consumers, segmenting that data to define 8 personas, each with their own distinct circumstances, values, beliefs and barriers towards achieving net zero.

The result is an insightful report and interactive tool which enables you to put yourself in the shoes of your customers to learn about their needs and motivations.

Take the maturity tool

Interesting reads

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We’re working in partnership with the utilities sector to create a sustainable future through data-led insight and innovation, transforming new consumer demands into opportunities to grow.

Find out how we are designing the new services that consumers will need by training your people and harnessing your data and technology to deliver them.

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