Capita Business Services Limited

Capita One Revenues and Benefits

One Revenues and Benefits is a market-leading solution for administrating local taxation and Housing Benefit/ Council Tax Support. It provides proven efficiency gains through enabling digital transformation and simplifying processes. Key to this is our optional automation functionality, including new claims and changes in circumstances submitted by citizens online.

Features

• Maintains all aspects of Council Tax and Business Rates
• Administration of Housing Benefit and Council Tax Support
• Full integration to Capita’s One Digital Portal and self-service forms.
• Powerful automation capabilities, including eClaim and eChange in Circumstance processing
• Comprehensive management information, dashboards and reporting
• Comprehensive suite includes BIDS, Education Benefits, social care contribution assessments
• Fully compliant with primary legislation and accompanying regulations
• Provided as a complete software-as-a-service
• Availability, Capacity Security and Performance managed by Capita One
• Includes Software updates, technology refreshes, patches and continuous improvements

Benefits

• Reduce operating cost – powerful configuration and automation of processes
• Reduce infrastructure costs – hosted solution, with upgrades and patching
• View all system-generated customer documentation directly from the system
• Drastically increases the speed and efficiency of the service
• Comprehensive business reporting informs better decision-making
• Improved customer service delivery through speedier processing times
• Open and consultative approach with customers through collaborative working
• Provides easier access to benefits, whilst protecting against fraud/ error
• Assists in maximising income collection, improving your financial position
• National and regional user groups managed by the user community

£6,900 a user a month

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at engagewithus@capita.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

813353256027541

Contact

Capita Business Services Ltd
08702407341
engagewithus@capita.co.uk

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: The service is an end-to-end platform, driving efficiencies and customer service. One Revenues and Benefits is complementary to, and where appropriate integrated with, the One Digital Portal, One Digital Forms and Contact Manager, all individually available via G-Cloud.
• Cloud deployment model: Public cloud
• Service constraints: Not all maintenance requires downtime. Where maintenance does require downtime, we will schedule this to be outside of core business hours where possible. The scheduled maintenance covers tasks including, but not limited to:; • New releases (software upgrades) and server patching.; • Monthly schedules of planned downtime published in advance.; In cases of unscheduled downtime for emergency changes, we will endeavour to complete work outside normal office hours.
• System requirements:
  • PC access to the application windows 10 required.
  • Office 365 license
  • Microsoft enterprise license

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Response times apply Monday – Friday, 08:00 – 18:00.; High Severity (must be logged by telephone): day-to-day work cannot be continued or assistance needed to meet business-critical deadlines. We aim to respond within one working hour (30 minutes for critical issues) and, whenever possible, provide a solution/ advise how quickly a solution will be available.; Medium Severity: day-to-day work can be continued, but there is still a requirement for a speedy resolution. We aim to respond within four working hours.; Low Severity: day-to-day work can be continued but the problem is minor. We aim to respond within two working days.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Help Desk requests are logged on a call tracking system and dealt with in priority/severity order. The Help Desk is operated Monday–Friday, 08:00–18:00. Requests are logged online, by email or by telephone.; 24/7 Platform Availability Monitoring and fix of ‘site down’ P1 incidents.; High Severity: day-to-day work cannot be continued or assistance needed to meet business-critical deadlines. We aim to respond within one hour.; Resolution: continuous monitoring and customer updating until the fault is resolved, which we aim to be within four hours.; Medium Severity: day-to-day work can be continued, but there is a requirement for speedy resolution. We aim to respond within four working hours.; Resolution: whenever possible, a solution will be given, or we advise how quickly a solution will be available, within eight hours.; Low Severity: day-to-day work can be continued and the problem is minor. We aim to respond within two working days.; Resolution: whenever possible, a solution will be given, or we will advise how quickly a solution will be available, within five working days.; A Technical Account Manager is available via standard escalation procedures within our Service Charter.; The standard level of support is included with the monthly service charge.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Onboarding to One Revenues and Benefits can be delivered within a reasonable timescale, varying according to project dependencies and deliverables. Once requirements have been analysed, customer data is migrated from the legacy Revenues and Benefits solution into the One solution. This process is repeated and refined through several iterations. During this process, on-site training will be delivered, supported by a comprehensive set of user documentation. This documentation is updated in line with each release of the software and is provided in PDF format. All user acceptance testing (UAT) will be carried out in the One pre-production environment. Completing UAT will be undertaken by customer employees while feeding back any reported issues and having a regular dialogue with our teams to prioritise such issues and plan for resolutions. The UAT stage will include a nominated contact within Capita for reporting any such issues. Once the UAT stage has been completed within the pre-production environment and the solution has been signed off, deployment to the production environment will commence, along with Go Live activities.; To support the onboarding process, Capita can provide a range of services, including Project Management, Business Analysis, Technical Consultancy and Business/ Training Consultancy.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: The data extraction format may be via standard methods such as CSV, SQL database extract or XML. At the end of the Contract, Capita and the buyer will determine the most appropriate method of data extraction, depending upon the buyer’s specific requirements and availability.
• End-of-contract process: At the end of the Contract, Capita and the buyer will determine the most appropriate method of data extraction, depending upon the buyer’s specific requirements and availability. This process will be fully scoped and project managed with Capita’s technical employees. Any cost associated with end of Contract activity will be provided as scoped.; Upon withdrawal from our cloud service, all data will be securely deleted from our infrastructure. This includes all secondary data sources, such as backups. All customer data is managed in clearly segregated data stores. The deletion is enforced by the Microsoft Azure Cloud Platform. Microsoft implements security controls which ensure no unauthorised access to deleted data and, ultimately, secure wiping or physical destruction of the storage hardware when it is de-commissioned from service.; The contract includes the One Housing application and the modules, a set number of user access licences, several training and implementation days to onboard and deploy, application hosting charge and an annual support and maintenance fee, detailed within the pricing document.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The Capita One Revenues and Benefits solution enables the back-office administration of local government tax collection (Council Tax and Business Rates) and benefits assessment (Housing Benefit and Council Tax support). It is therefore designed for use on a laptop/ PC, not mobile devices. However, the Capita One Revenues and Benefits solution also works in conjunction with the Capita One Digital Portal and One Digital Forms and Contact Manager, which are designed to be mobile responsive. Please refer to these entries on G-Cloud for further details.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Refer to service description.
• Accessibility standards: None or don’t know
• Description of accessibility: The One Revenues and Benefits system has previously been through a process of testing for use with assistive technology tools, such as the Dragon Naturally Speaking speech recognition software and we have customers actively using such tools. In addition, standard PC/ laptop text size display settings are reflected in the system (up to 125% setting).
• Accessibility testing: Refer to service description.
• API: Yes
• What users can and can't do using the API: Web services are available as part of the One platform and are utilised to either retrieve information from, or update information into, the back office One Revenues and Benefits system. These web services cover specific areas of back-office functionality and not the entire system. Further information on the content of these web service APIs and how they can be implemented in a cloud environment is available on request.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: There are many instances of available system customisation, including:; The provision of comprehensive business parameters supports the customisation of the service to suit local procedures and practices. These parameters are utilised by administrative users with appropriate permissions and are accessible via the same UI as the service generally.; Such parameters control an extremely wide range of functionality, for example:; - Which tab folders should open by default on specified screens.; - Under what circumstances a payment profile should be automatically reprofiled.; - Whether to use combined benefit notifications.; - Whether entire modules are used.; ; The One Desktop provides users with a single point of access to the Council Tax, Business Rates, Benefits, Payments and Debt Management systems. From the Desktop, users can customise the display of available folders and screens, allowing them to perform the tasks they administer in the most logical and effective order.; The Document Templating facility allows for extensive customisation. It is both flexible and easy-to-use, with amendments viewable immediately. It also includes a conditional operator feature that allows for different text to be output, depending on the value of specified fields. Standard templates are provided for system-generated documents, which can be customised to meet local requirements.

Scaling

• Independence of resources: Each customer will have their own single tenant dedicated application instance, including isolated databases. We enforce segregation and prevent cross contamination using multiple layers of network segregation, including a dedicated subnet per customer, secure namespaces and encrypted overlay VXLAN-based virtual networks per customer. This means that other instances cannot have a negative impact on each other. ; The solution has automatic elastic scalability built in – it scales resources responding to unforeseen spikes of usage to protect the Customer’s user experience. Additionally, Capita will work with customers to predict and plan for known events that will require extra resources or capacity.

Analytics

• Service usage metrics: Yes
• Metrics types: A Monthly Client Report will be provided, detailing the status of the system against availability targets. This report will also include any corrective actions required by the Customer, together with any additional in scope information mutually agreed during the ongoing service review process.
• Reporting types:
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
• User control over data storage and processing locations: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
  • Other
• Other data at rest protection approach: All customer data within the Secure Capita One Cloud is isolated and encrypted at rest through 256-bit AES encryption. Symmetric encryption using a multiple key hierarchy is used to encrypt and decrypt this data.; Access to customer data is restricted based on business need and by role-based access control, multifactor authentication and minimising standing access to data. Data encryption keys are created and controlled by Capita. ; Microsoft cannot access customer data. Microsoft Azure is the hosting service which provides the underlying highly resilient and secure data centres, physical hardware, networks and services that underpin the Secure Capita One Cloud.
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: As part of the implementation of the service, the interfacing requirements will be determined, and the relevant import/ export routines will be developed. The format of the import/ export files will in the main be determined by the third party systems involved.
• Data export formats: Other
• Other data export formats: Most industry standard formats can be utilised for data export.
• Data import formats: Other
• Other data import formats: Most industry standard formats can be utilised for data import

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
• Other protection between networks: All data in transit between the Customer and the Secure Capita One Cloud is secured and encrypted. Data in transit to/ from our SaaS is secured by the following methods:; •Website traffic accessed via a browser is HTTPS only, encrypted and secured with SHA-2 x.509 certificates.; •Rich client application access via HTTPS and secure RDP encrypted to 128-bit.; •Restricted features for specific back office employees/ roles can be secured to be only accessible via an Internet Protocol Security (IPSEC) VPN tunnel meeting FIPS 140/2 standards.; •Secure integrations facilitated by an Internet Protocol Security (IPSEC) VPN tunnel meeting FIPS 140/2 standards.
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
• Other protection within supplier network: The hosting platforms are designed to be compliant with the UK Government Cloud Security Principles and are tested annually for defects against this standard. We use TLS1.2 or above for encrypted traffic and IPsec compliant VPNs with SHA-256 bit encryption. All backup data and secure keys backed up between the two Microsoft UK regions are secured and encrypted in transit.

Availability and resilience

• Guaranteed availability: Capita One’s SaaS is built to run 24/7 but is optimised for high availability and performance during core hours.; For public-facing portals, the service shall provide at least 99.5% availability 24 hours a day, 7 days per week, 365 days per year, excluding scheduled maintenance.; For the internal-facing application, the service shall provide at least 99.5% availability during supported office hours, which is defined as 08:00 – 18:00, Monday – Friday, excluding English public holidays and excluding scheduled maintenance.; The scheduled maintenance will cover tasks including, but not limited to:; •New releases (software upgrades) and server patching. Not all maintenance will require downtime.; •In addition to any scheduled maintenance, there will be occasions where Capita is required to initiate unscheduled downtime for emergency changes. In exceptional cases when emergency changes are required, we will endeavour but cannot guarantee to complete this work outside of the core normal office hours. ; •Monthly schedules of planned downtime are published in advance.; The standard service does not include payment of refunds for availability below target levels, although a service credit regime may be added to the service. Any pricing adjustments necessary would be determined by the precise service level and service measurement requirements.
• Approach to resilience: One Revenues and Benefits is made up of a set of virtualised, containerised components that rely on specific Infrastructure as a Service and Platform as a Service features of Microsoft Azure that have been configured and optimised to make up the Secure Capita One Cloud.; The Secure Capita One Cloud only uses resources that are a commodity, highly available and easy to bring up, scale and configure on-demand.; Each dedicated customer instance will live within the Secure Capita One Cloud within one of the two UK Microsoft Azure regions (UK South and UK West). Within each region we are using highly available and highly resilient services with no single points of failure. ; • Automated backups of all databases, data and configuration to support RPO and RTO targets.; • Backups are written to disk immediately within region.; • Backups are automatically copied to the second region to protect from region-wide issues.; • Unique security keys for each customer are written into both regions to protect from region-wide issues.; • Data Recovery processes tested regularly.; • Complete Disaster Recovery testing performed regularly.; • Application components are built from golden images and can be spun up easily.; More information available on request.
• Outage reporting: Service outages are communicated in differing ways dependent on the magnitude of the service outage. For a multi customer service outage, email communications will be sent out to all customers advising the status of outage with regular updates on progress as well as a status message being provided on the Home Page of the online ticketing system. A service outage that affects a single customer will be communicated both by email and by telephone. Historical outage reporting is provided as part of the quarterly service review pack as well as being available at an individual customer level via the online ticketing system which offers an on-demand view of this.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
  • Other
• Other user authentication: There are several options for authentication for the solution, including utilising customers’ own identity providers (subject to supported configurations) and as such MFA and other customer required security requirements may be supported.
• Access restrictions in management interfaces and support channels: Access to the System Administration functionality (where administrative functions are managed, including user maintenance and system configuration) is controlled by username and password.; Access to the My Account Portal is controlled by username and password. New customers with responsibility for contacting the Help Desk are encouraged to register on the Support Portal. If customers contact us by telephone or email, their details are matched to an existing registration.; The management control plane for the cloud service is locked down and not public; we use Azure AD and have role-based access by employees.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: British Assessment Bureau
• ISO/IEC 27001 accreditation date: 18/04/2024
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 20/06/2017
• CSA STAR certification level: Level 3: CSA STAR Certification
• What the CSA STAR doesn’t cover: N/a
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • CSA CCM version 3.0
  • ISO/IEC 27001
  • Other
• Other security governance standards: Our cloud service provider complies with many standards, including CSA CCM v3.0, ISO/ IEC 27018, ISO/ IEC27001, UK Cyber Essentials PLUS. ; Capita has several Information Security Policies and Standards that cover ISO 27001 clauses and controls. Capita has UK Cyber Essentials certification.; Further details are available upon request.
• Information security policies and processes: As part of Capita Business Services, we work to policies and standards that are aligned with ISO 27001. These are agreed and signed off by the Group CEO and cascaded to the businesses via an internal intranet site and email communication. In addition, each year when employees complete their annual training they agree to comply with both Group and Business Unit Level policies.; ; Information Security employees as well as Capita Audit complete announced and unannounced checks to ensure that the policies and standards are being followed. Any non-conformities are reviewed and dealt with appropriately.; Information Security is dealt with at all levels of the business, including at the Business Unit, Divisional Unit and Capita Group.; The maintained ISMS Management Policies include:; • Acceptable Use Policy; • Access Control Policy; • Compliance Policy; • Data and Asset Management Policy; • Information Security Management Policy; • Mobile Working Policy; • Personnel Policy; • Physical Security Policy; • Risk Management Policy; • Systems Acquisition Development and Maintenance Security Policy.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Capita maintains the assets that make up the solution using ITIL v3 incident, problem and change management processes, which aligns to the ISO 27001 standard. No configuration items are added or changed without the appropriate review and backout planning to ensure that the risks and impact are appropriately managed prior to delivery of the change into live.
• Vulnerability management type: Undisclosed
• Vulnerability management approach: Capita has a significant number of Information Security Policies and Standards that cover ISO 27001 clauses and controls to triage vulnerabilities. Capita will monitor security alerts from various sources, such as Secunia, NIST or Gov Cert UK and will assess the patches that are released by operating systems suppliers and software vendors. All patches are graded Critical, Recommended or Low. The grade of the patch will determine the timescale in which a patch will be installed. Critical patches will be installed at the next available opportunity. Automated vulnerability and threat detection services will also be employed.
• Protective monitoring type: Undisclosed
• Protective monitoring approach: Incident Response methodology:; •Detection; •Assessment; •Handling; •Monitoring, control, communication; •Follow-up; •Review.; Nominated stakeholders will perform communication and data gathering with users.; Confidentiality:; •Ensure the privacy of those affected.; •Report and document potential breaches of confidentiality to Governance and Compliance.; Integrity:; •Ensure integrity of data is maintained throughout the lifecycle.; •Maintain a full inventory of the data tracking additions and amendments.; •Encrypt and store data securely.; Availability:; •Ticket with event description made for correspondence and reporting purposes.; Accountability:; •An Incident Manager will own an event through its lifecycle.; •ISO 27001 standards for accountability are reviewed for the lifecycle at each stage.
• Incident management type: Supplier-defined controls
• Incident management approach: We have a defined, approved and tested Incident Management process. The process has a list of example incidents that are designed to cover a wide range of scenarios. All employees are made aware of the incident reporting process and randomly tested for effectiveness.; Incident reports will be passed to relevant customers if there has been an impact to their environment or data.

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Capita will work with buyers to find suitable initiatives that align with the social value theme of Fighting Climate Change during call-off stages of G-Cloud 14. These will be customised to meet buyers' specific requirements and fit with our overall environmental strategy. This ensures that the commitments we deliver are relevant and impactful for the specific community and stakeholders involved ensuring a legacy of social impact that is both achievable and meaningful.; ; Capita is dedicated to delivering environmental benefits as part of its services. We understand the need to work towards net zero greenhouse gas emissions and to support environmental protection and improvement. Our Net Zero Strategy aims to achieve operational net zero by 2030, operational plus travel net zero by 2035, and full net zero, including the supply chain, by 2045. The strategy involves switching to renewable energy sources, cutting travel emissions, and moving to electric vehicles for our fleet. Capita also wants to help our clients and suppliers in their environmental efforts, by providing technology and solutions that support environmental sustainability and by engaging in partnerships that advance climate action.; ; To inspire our 43,000 employees to work more environmentally sustainably, we introduced a new environmental standard in 2023, which sets out Capita’s environmental commitments and obligations and includes an environmental training module for all employees to back up the environmental standard and net zero commitment. We encourage our employees to use their one-day volunteer allowance to support environmental activity such as litter picks or beach clean-up days and will leverage existing relationships and programmes to fulfil our commitments.; ; To provide transparency and accountability, Capita has set up reliable measurement and reporting mechanisms. These include environmental targets covering energy, climate change, conservation, and biodiversity, which are publicly reported to track progress towards the net zero goals.

  Covid-19 recovery

  Capita's G-Cloud service provision is strategically positioned to support and deliver against the social value theme of Covid-19 recovery. The G-Cloud services facilitate a robust digital infrastructure that enables public sector organizations to operate with greater efficiency and resilience, which is crucial for ongoing recovery efforts. The provision supports social value by enhancing access to digital services, thereby promoting inclusivity, and enabling remote work and learning environments. This is particularly significant in addressing the digital divide that was highlighted during the pandemic, ensuring that all members of society have equal opportunities to access essential services and information.; ; Capita has undertaken various initiatives to aid in the recovery from Covid-19, focusing on supporting people and communities, as well as organizations and businesses. These initiatives include improving workplace conditions for safe operations, providing digital and financial support programs, and setting up virtual contact centre solutions. Additionally, Capita's Enterprise Risk Management ensures operational resilience, while wellbeing initiatives promote physical and mental health recovery.; ; Capita will work with buyers to find suitable initiatives that align with the social value theme of Covid-19 recovery during call-off stages of G-Cloud 14. This would include working with local communities and economies, especially through employment, re-training, and return to work opportunities, community support, developing new ways of working, and supporting the health of those affected by the virus, including those suffering from Long Covid.; ; We understand the need for sustainable solutions that not only respond to immediate crises but also build resilience against future disruptions. Our approach demonstrates a forward-thinking mindset, ensuring that the lessons learned from the pandemic continue to inform and improve service delivery for a more resilient and equitable society.

  Tackling economic inequality

  Capita's G-Cloud service provision will be designed to support and deliver against the social value theme of Tackling Economic Inequality by fostering an inclusive and diverse business environment. We will aim to create new businesses, jobs, and skills, particularly in high-growth areas such as STEM, and to increase supply chain resilience and capacity.; ; Capita will collaborate with buyers during G-Cloud 14's call-off stages to identify initiatives aligned to the social value theme of Tackling Economic Inequality. Tailored to the buyers' specific needs, these initiatives will integrate with our responsible business strategy, ensuring that our commitments are impactful for the involved community and stakeholders, fostering a lasting social legacy. Our approach includes creating apprenticeships, skills gap training, promoting remote working, and establishing offices in areas of deprivation to provide opportunities for disadvantaged groups. We have developed a framework for responsible automation, supported people within our communities to harness the power of automation, advocated greater diversity within the tech sector and promoted accessible digital skills education. Our commitment to inclusive recruitment and the use of a diverse supply chain, which includes small and medium-sized enterprises (SMEs), voluntary, community, and social enterprises (VCSEs), and mutuals, further demonstrates our dedication to reducing economic inequality.; ; Capita's supplier charter outlines equitable supplier relationships, and we are an active member of Business in the Community which reflects our ongoing efforts to identify and address inequality within our workforce and operations. With a significant portion of our supply chain (92%) comprising SMEs, Capita's practices promote greater use of these entities, thereby contributing to a more balanced economic landscape.; ; Through these measures, Capita's G-Cloud service provision will not only support the social value theme of Tackling Economic Inequality but also align with the company's purpose-led, responsible business ethos, creating better outcomes for society at large.

  Equal opportunity

  Capita champions Equal Opportunity, striving for an inclusive environment that mirrors the diversity of the communities we serve. We have recently been recognised as one of the top companies for women by Forbes, ranking at number 18 on their list and won the Race Equality Advocate award at Vercida's Inclusive Employer Awards. This is a testament to our commitment to diversity, inclusion, and equality in our workplace and in our society. Capita will work with buyers to find suitable initiatives that align with the social value theme of Equal Opportunity during call-off stages of G-Cloud 14. Our approach includes:; ; Increasing Representation: Capita is committed to increasing workforce diversity, targeting multi-year goals for disabled, gender, and ethnic representation. For example, to tackle racism and enhance ethnic diversity, we have set a target for our UK workforce to have 15% Black, Asian and minority ethnic and 5% Black representation across all levels of the organisation.; ; Inclusive Recruitment: Capita employs inclusive recruitment practices, advertising roles broadly and emphasizing outreach to hard-to-reach groups. This is complemented by partnerships with organizations like Forces Family Jobs and Vercida, the UK's largest disability-focused jobs website. ; Promotion, pay and reward processes: We recognise the contributions of all colleagues, supporting and paying them fairly for the work they do. Efforts to narrow gender and ethnicity pay gaps include monitoring diversity in senior management, targeting 60% women and 20% ethnic minorities on senior management shortlists, enhancing shared parental leave pay, implementing structured interviews, and promoting career growth through mentoring.; ; Training and Development: Capita provides mandatory training in equality, diversity, and inclusion, as well as unconscious bias training for all new employees, which is repeated annually. ; ; Capita's strategy is to create a legacy of social impact by providing equal employment opportunities to disadvantaged groups, offering in-work progression, and enhancing skills.

  Wellbeing

  Capita is committed to supporting and delivering against the social value theme of Wellbeing. We will collaborate with buyers during call-off stage to find initiatives that support the social value theme of Wellbeing. Our structured Group Wellbeing Framework, supported by our Group Wellbeing Policy and Standard, will ensure a consistent approach to identifying wellbeing needs and implementing appropriate interventions to address those needs.; ; We care about creating workplaces that safeguard, help and enhance the wellbeing of all our colleagues. We are committed to:; ; • Prioritising the wellbeing of employees and managing factors that may cause negative emotional, psychological, physical, or social impacts.; • Creating a culture and environment throughout Capita that actively supports and promotes wellbeing.; • Providing the necessary training and awareness to protect the wellbeing of our employees.; • Enabling working conditions and providing guidelines for those working remotely, to ensure our business activities are safe from a wellbeing perspective.; • Fulfilling current wellbeing legal and other obligations that apply to us wherever we operate and assuring compliance with our Group Wellbeing Policy and Standard.; • Listening to the wants and needs of our employees to ensure we provide wellbeing support that is valued by all.; ; Capita's Wellbeing Hub serves as a central place for employees to access advice, support, and information to manage their wellbeing effectively. It includes resources to support physical, financial, mental, and social wellbeing, such as Time to Change training, financial wellbeing apps, emotional resilience tools, and guidance for team managers on supporting employees. We also provide an Employee Assistance Programme, offering independent services including counselling and practical advice on personal or work matters.; ; Capita's approach to wellbeing is holistic, encompassing not just the workplace but also the wider community, ensuring that social value is embedded in every aspect of our operations.

Pricing

• Price: £6,900 a user a month
• Discount for educational organisations: No
• Free trial available: No

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at engagewithus@capita.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.