Capita, the company recently affected by a data breach, has successfully obtained a £50 million contract from the City of London police to oversee contact and engagement services for their

fraud reporting service. Despite the ongoing fallout from their digital break-in, Capita will commence work on the five-year agreement in 2024, with the option of extending it for an additional two years.

Under this contract, Capita will implement an "end-to-end customer management process" for potential fraud victims utilizing the service. The current service receives a substantial number of calls and website visits annually, with over 350,000 calls and 2.3 million unique website visits.

Capita has expressed its commitment to deploying a "customer experience model" that utilizes data and specialized coaching to assist potential crime victims. They also have plans for a "digital transformation" project aimed at enhancing reporting channels, providing multilingual services, and introducing speech analytics to improve call quality.

The company aims to establish a digitally enabled model that offers a centralized source of information throughout each case's assessment process. This victim-centric and accessible approach will leverage data analysis to drive efficiencies.

As part of their commitment to responsible business practices, Capita plans to provide enhanced victim support and empathy training to 150 customer contact center personnel working for the fraud reporting service. These employees will receive above-living-wage salaries and home working contracts.

Capita's upcoming contract with the City of London police follows a recent cybersecurity incident in which criminals gained unauthorized access to their servers for over a week. Although only a small fraction of servers were accessed, Capita has notified some customers, including the UK's largest private pension scheme, about potential data exposure. The company anticipates spending approximately £20 million on the cleanup effort, while concerns remain regarding the extent of the reputational damage.

In another security-related incident, it was revealed last month that Capita had left an unsecured Amazon cloud bucket containing council tax and benefit data for local citizens. Some affected councils are currently evaluating their options, including the possibility of reviewing their contract with Capita. Photo by André Gustavo Stumpf from Brasil, Wikimedia commons.