Failure has never been a barrier to services firms winning UK public sector business. Can Capita prove that's still true as the age of AI ambition rolls out?
When we make mistakes - we don't make many, but sometimes we make them - we roll up our sleeves, and we will do what it takes to get our customers on the right side of resolution.
That’s an interesting confession/statement of intent from Adolfo Hernandez, CEO of services firm Capita, the largest Business Processing Outsourcing (BPO) and professional services firm, particularly as the firm is still dealing with the aftershocks from a highly-public mistake, namely its administration of the UK Civil Service Pension Scheme (CSPS).
Capita took over the day-to-day work of administration - such as answering members, producing retirement quotations, and putting pensions into payment - in December 2025, inheriting a backlog of 86,000 live cases and 15,000 unread emails. The situation throughout this year has remained troubles, with the UK Government setting Capita a clear deadline of 30 June 2026 to bring the service back to contractual...
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