lse cpi industry business process outsourcing professional services founded 1984 headquarters london england key people martin bolland chairman andy parker chief executive products bpo & service transformation back office administration customer service finance & treasury claims & policy administration hr staff support & training ict & software corporate services advisory services property & infrastructure offshore outsourcing revenue 4 674.3 million 2015 1 operating income 639.0 million 2015 1 net income 55.6 million 2015 1 number of employees 75 000 2015 2 website www.capita.co.uk capita plc lse cpi commonly known as capita is an international business process outsourcing and professional services company headquartered in london . it is the largest business process outsourcing and professional services company in the uk with an overall market share of 27 % in 2009 and has clients in central government local government and the private sector . 3 it also has a property and infrastructure consultancy division which is the fourth largest multidisciplinary consultancy in the uk . 4 roughly half of its turnover comes from the private sector and half from the public sector . 3 whilst uk focused capita also has operations across europe africa and asia . capita is listed on the london stock exchange and is a constituent of the ftse 100 index . contents 1 history 2 operations 2.1 nhs services 2.2 education services 2.3 irish postcodes 3 partnerships 3.1 groupcall 4 financial performance 5 criticism 6 references 7 external links history edit capita was formed 1984 as a division of the non profit cipfa chartered institute of public finance and accountancy . in 1987 it became an independent company with 33 staff as a result of a management buy out led by rod aldridge and was first listed on the london stock exchange in 1991 . 5 in march 2006 executive chairman rod aldridge resigned in the aftermath of claims that contracts awarded to the group were influenced by his loan of 1 million to the labour party . aldridge resigned saying that he denied the claims but to avoid any lingering doubts about it he was leaving the company . aldridge had overseen the company s growth from a small company in 1987 to a ftse 100 member in 2006 . 6 he was replaced by his longtime associate paul pindar . 7 in february 2007 a capita office in victoria london was subject to a letter bomb attack . one person was injured . 8 on 2 october 2009 one of capita s businesses capita financial group announced plans to move some of its operations from london to leeds . 9 10 11 on 1 july 2011 capita acquired ventura a customer contact specialist for a cash consideration of 65 million . 12 on 28 february 2013 capita bought the fire service college from the department for communities and local government for 10 million . 13 in 2014 pindar stepped down as chief executive . 14 he was replaced by andy parker . 15 operations edit capita works across eight markets local government central government education transport health life and pensions insurance and other private sector organisations including financial services . examples of their activities include a television licence fee contract for the bbc won from the post office ; provision of it services including web hosting and helpdesk support to many county and city councils many leas the driving standards agency and the national rail ncca ; full ownership of chks a hospital accreditation scheme and healthcare informatics group ; 16 17 ownership of a number of health clinics ; 18 19 insurance 20 and occupational health services . 21 in 1998 capita won the contract to run constructionline the newly created public private partnership owned by the department for business innovation and skills bis . 22 capita manages the criminal records bureau for the home office . in 2002 when mandatory crb vetting of all workers with children was brought in a large number of teachers were temporarily unable to work after capita s systems had difficulty with the workload and were subsequently overwhelmed meaning that the start of the academic year was delayed in some places . poor systems specifications and last minute changes in government policy by the then secretary of state for education estelle morris are believed to have been significant factors in these delays . 23 in 2006 capita financial administrators cfa was fined 300 000 by the financial services authority for having poor anti fraud controls . 24 capita entered the healthcare recruitment market during may 2011 25 through acquisition of team24 a healthcare recruitment specialist extending the services they offer within the recruitment industry . 26 capita also intended to enter into the legal services market and entered into a funding arrangement with the law firm optima legal services limited which saw them in the period between may 2006 to the end of 2009 invest a total of 36 700 000 by way of investment loans into optima . 27 as part of the funding arrangement capita group had the option of acquiring the shares of optima legal services for the nominal sum of 1 upon the full implementation of the legal services act 2007 which would make ownership of law firms by the likes of capita possible . it is thought that such alternative business structures abs could be lawful around october 2011 . 28 however on 9 august 2010 it was reported that the solicitors regulatory authority sra had found that the arrangement breached its rules in that it effectively amounted to an abs . 29 as a consequence optima legal services lead litigation and property partners philip robinson and anthony ruane respectively were both severely reprimanded by the sra for what was found to be professional misconduct and only narrowly avoided referral to the solicitors disciplinary tribunal 30 and adrian lamb former ceo of optima legal services limited left the business in june 2010 . 31 in january 2015 capita acquired constructionline outright from bis for 35m . 32 nhs services edit in june 2014 it was reported that at least five of eight liverpool nhs trusts who had contracted their payroll and recruitment to capita in 2012 were withdrawing because of concerns about the quality of the service provided . 33 several nhs trusts contracted with the company for human resources services . west london mental health nhs trust cancelled their contract in september 2014 after the company proved unable to meet acceptable time to hire targets particularly for nurses . at the same time alder hey children s nhs foundation trust and liverpool heart and chest hospital nhs foundation trust terminated their contracts . 34 in november mersey care trust revealed that information governance issues had been uncovered when the services were taken back in house . details of staff at other merseyside trusts were sent to liverpool community health trust s hr department . 35 the company was awarded a 4 year contract to become sole provider of administrative services including payment administration management of medical records and eligibility lists for practitioners for gps opticians and dentists across the uk by nhs england in june 2015 . 36 in july 2016 it was reported that there was a large backlog of unprocessed correspondence relating to patients . it was earlier reported that the company was unable to deal effectively with the movement of paper records between practices . 37 in 2015 an undercover daily telegraph investigation showed that in some cases locum agencies medicare and team24 owned by capita were charging some hospitals higher fees than others and giving false company details . the agencies were charging up to 49 % of the fee . health secretary jeremy hunt criticised agencies who sought big profits at the expense of the nhs and taxpayers and promised to reduce the margins rip off agencies are able to generate . 38 education services edit sims.net schools information management software a management information system used in 70 % of primary and secondary schools across england and wales to record many aspects of pupil data . 39 in march 2009 capita sims was said to be responsible for sending a truancy warning notice to the family of a cheshire school pupil who had died two months before . 40 sims also links with capita one through a process called b2b which is a database used within local education authorities for general analysis and overview of pupil and school data . 41 individual learning account a 290million scheme intended to give financial support to adult learners that was opened in 2000 and scrapped in 2001 following widespread and massive fraud . 42 connexions card a 109million scheme that involved issuing 16 to 19 year olds with smart cards that recorded their lesson attendance and rewarded them with discounts on consumer goods . it ran from 2002 until it was terminated in 2006 owing to lack of uptake . 43 education maintenance allowance for the learning and skills council 44 capita education resourcing capita education resourcing is an education recruitment specialist with a large networks of schools colleges and nurseries across england and wales . they have 19 offices covering teaching jobs operating throughout the uk . 45 irish postcodes edit in 2014 capita were awarded the contract to introduce postcodes to the republic of ireland . the irish communications minister has welcomed the implementation saying that the irish code is the first in the world to be unique to each individual address . the scheme was launched in july 2015 . 46 the emergency services have expressed concern that the new system may lead to responders having difficulty getting to incidents . 47 further the irish data protection authority has raised concerns over the design of the code as information about individuals will be made more accessible . 48 liam duggan ceo of capita ireland stated at a government enquiry in 2014 that they had thoroughly tested the new system for unsuitable words and even used a game of scrabble for this purpose . 49 the project is generally running to programme and budget unlike many other government information technology projects roll out which was originally planned to start in march 2015 will now take place in mid 2015 and the cost which was originally budgeted at 25 million has increased to 27 million . 50 partnerships edit groupcall edit groupcall are commercial and sql technical partners with capita . 51 they are official resellers of groupcall s mobile app emerge which enables schools to access their school information management system data on apple ios or android devices . 52 financial performance edit the company s results are as follows 1 year people turnover million pre tax profit million 1984 2 1987 33 1991 320 25 1992 687 33 1996 3 500 112 12.3 1998 5 000 238 27.1 1999 7 000 327 36.3 2000 8 500 453 51.2 2001 13 000 691 72.1 2002 17 000 898 98.2 2003 19 000 1 081 121.2 2004 23 000 1 282 148.6 2005 24 000 1 436 177.2 2006 27 000 1 738 193.2 2007 29 000 2 073 228.7 2008 32 600 2 441 226.6 2009 34 600 2 687 258.1 2010 35 400 2 744 309.8 2011 46 500 2 930 302.9 2012 52 500 3 352 281.4 2013 65 000 3 851 215.0 2014 68 000 4 372 292.4 2015 75 000 4 674 112.1 criticism edit capita group has not been received well by the public and in the media . it has gained the nickname crapita particularly from the coverage in the satirical and current affairs magazine private eye which routinely documents the company s many failures and setbacks in the public sector . 53 54 pindar himself has attracted criticism for complaining about being called a fat cat receiving a 770 000 per annum salary and driving around in an aston martin db9 . it really takes the biscuit especially when you consider his