Back in the Thatcher years of the 1980s, the explosion of out-of-town shopping centres arguably presented the biggest threat to our traditional town centres.

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.

Town centres and high streets have traditionally been the focus of urban life, whether this is somewhere like London - often described as ‘a collection of villages’ - or a market or regional town.

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.

Local government exists to serve local people, businesses and those who visit, either to work or for recreation.

Andrew Conroy, Property Director at Capita, explains how local authorities can structure property development partnerships to make sure that residents and local businesses are projects’ major beneficiaries

People want to be able to contact their local council easily, quickly and on whatever channel suits them best.

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.