Vendor Analysis
published on Apr 03, 2012
Report Overview:
Who is this Report for:
NelsonHall's "Local Government White Collar BPO Services" Vendor Assessment for Capita is a comprehensive assessment of Capita's white collar business process outsourcing (BPO) offerings and capabilities designed for:
- Sourcing managers within U.K. local government sector monitoring the capabilities of existing suppliers of white collar BPO and identifying vendor suitability for BPO RFPs
- Vendor marketing, sales and business managers looking to benchmark themselves against their peers
- Financial analysts and investors specializing in the support services sector
Scope of this Report:
The report provides a comprehensive and objective analysis of Capita's BPO offerings, capabilities, and market and financial strength, including:
- Identification of the company's strategy, emphases and new developments
- Revenue estimates
- Analysis of the company's offerings and key service components
- Analysis of the company's approach to and locations for service delivery
- Analysis of the company's strengths, weaknesses and outlook.
Key Findings & Highlights:
U.K. local government is Capita's largest vertical market, contributing 18% of group revenues in 2011. (This excludes emergency services that accounted for an additional 3%). In white collar BPO services segment, Capita is the top supplier by revenue, providing a broad range of services that include revenues and benefits, HR, and front office services. Capita promotes a centralized approach to service delivery that fits the shared services model too. This brings benefits such as economies of scope and scale, thus enabling lower cost structures, pooling of human resources in more specialized areas such as council tax collection, to mitigate the risk of staff shortages and the ability for local authorities in high labor cost areas such as Central London to migrate services to lower cost locations and/or those with less itinerant workforces.