Capita’s industry spotlight: key CX trends by sector
Capita shares their expertise on how financial services, TMT, retail, and utilities are addressing 2026’s CX challenges and opportunities.
Read moreWith the intense economic pressures being felt in the public sector, the delivery of effective, efficient and engaging public services to local communities is at risk. A Treasury spending audit found that £22bn in unfunded commitments have been inherited from before 2024.
In response, the Chancellor has pledged to find £5.5bn in savings this year and £8.1bn next year, stating that difficult decisions will need to be made. Therefore, effective management and optimisation of the public sector estate, including government buildings, social housing, healthcare facilities, schools, defence properties, social care buildings and land, is not just a priority but essential for long-term, financial sustainability. By reducing costs and maximising the value of public assets, estate optimisation creates the financial bandwidth needed to protect and sustain the vital services that communities rely on.
The proper maintenance and efficient use of buildings and land reduces operational costs, helps estates meet environmental and sustainability targets, and mitigates health and safety risks. It also increases asset value, improving balance sheets and enabling financial flexibility through the leasing, renting or selling of such assets. This can provide additional funds for other critical public services.
However, while these benefits are well publicised, putting theory into practice can be tough.
One significant challenge is the sheer size and scope of the UK’s public sector estate. In 2022-2023 the number of built and land assets reached 141,600 and 23,100 respectively. Another key issue is cost. Running costs have increased by 3.9% from 2021-2022 to £22bn, primarily due to a rise in energy costs and the impact of inflation.
Many public buildings and facilities are ageing and require significant investment to maintain or upgrade. A large number of built assets are underutilised, outdated or incapable of meeting current needs or environmental targets.
According to an investigation by The Guardian, more than 1.5 million children are learning in dilapidated school buildings, with years of underinvestment leaving England’s public infrastructure in a “crumbling state”. The Health Foundation reports that the maintenance backlog of the NHS has more than doubled from £6.4bn in 2015-2016 to £13.8bn in 2023-2024, with the fastest fastest-growing backlog in the highest-risk category - urgent repairs needed to prevent catastrophic failures or service disruptions. Since 2021-2022, the backlog has grown by £2.1bn, further exacerbated by a £707m reduction in funding.
The good news is that the government has recognised these challenges and introduced policy changes to support better estate management.
While no two public sector entities are ever the same, there are a number of useful best practices that can enhance estate management efficiency and cost-effectiveness:
Public sector estates are at a turning point. The choices made today will define their efficiency, sustainability and financial impact for years to come. Each sector faces unique pressures, but strategic estate management can unlock opportunities for long-term resilience and smarter public service delivery:
Whatever the specific requirements, strategic estate management is essential for ensuring safe, sustainable, and financially resilient public spaces – ensuring they serve communities for generations to come.
Contact us today to learn how we can help you to optimise your estates for long-term success and financial sustainability.
Capita shares their expertise on how financial services, TMT, retail, and utilities are addressing 2026’s CX challenges and opportunities.
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