As digitisation and complex business problems continue to change the landscape of organisations, shared services providers need to find new ways to stay relevant and deliver what their clients and service users need, raising the bar with the creation of brilliant service experiences

During 2021, the Capita Institute is asking senior decision-makers critical questions relating to the state of their organisations as we emerge from the pandemic.

The ever-enduring search for new ways to increase productivity is challenging, but it’s crucial for freeing up human and financial resources so that organisations can focus on and succeed at what they do, as well as to grow.

An organisation’s sense of purpose is critical, not only to its strategy but also to its culture.

As the pace of change speeds up, the top predictor of success is your ability to innovate as fast as the changes in customer behavior and technology, and faster than your competitors.

When the Coronavirus pandemic began in March 2020, local authority public protection officers, who usually deal with issues such as food safety, trading standards and public hygiene complaints, were suddenly overwhelmed by a surge of demand for their services.

How do we build resilience into our public services? We start by understanding what it takes to maintain core values and ability to adapt to changing circumstances. Find out more.

To support improved customer experience, changes in society and increased remote working, organisations are layering more systems into their IT networks than ever before.

We’ll make sure your citizens get the help they need when phoning your council, housing association or other public service outside of normal working hours.

From delivering services to collect, maximise and distribute revenue, to providing the latest software and automation for in-house teams, we help transform operations.