Case Study: Capita achieves scalable, reliable business continuity with Daisy Group managed services

Capita - Customer Case Study

Capita, a UK leader in business process management employing around 62,000 staff worldwide, needed to maintain and scale its business continuity programme after acquiring Vertex’s private-sector contracts in 2011. With a small in‑house team supporting multiple contact centres, Capita selected Daisy in 2012 to provide a Daisy BC managed service, including one‑on‑one consultation, that would fit within its existing BCM framework and remain cost‑effective and trustworthy.

Daisy delivered a managed BC service that included contact centre reviews, routine analysis, assigned expert consultants and a continuous improvement cycle, enabling Capita to scale without additional recruitment. The partnership gave Capita a wider knowledge base, a robust and reliable recovery capability that met strict KPIs, and the flexibility to add requirements at reasonable cost—outcomes Capita says have reduced internal overhead and provided reassurance that Daisy can handle day‑to‑day BC management.

Capita

Martin Brazier

Business Continuity Manager