Case Study: Capita achieves 10% productivity gains with ActiveOps AOM

Active Operations Management (AOM) drives performance improvements in a rapidly changing environment

Capita Multi-Client, part of Capita, needed to improve productivity and maintain service quality while shortening service levels from 5 days to 3 days, all with the same number of people. To meet this challenge and support greater cost control and strategic flexibility across accounts, they turned to ActiveOps and its Active Operations Management (AOM) approach.

ActiveOps implemented AOM to give Capita better visibility into work, capacity, and individual performance, along with a structured method for managers to balance resources and make data-led decisions. The results included a 10% productivity improvement, a 50% reduction in overtime, and successful reduction of service levels from 5 to 3 days while maintaining profit margin; the implementation also paid back in seven months instead of the expected twelve.

Capita

Linda Pegler

Customer Services Manager