*Automation, robotics and artificial intelligence (ARAI)

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Our approach

Every business today is assessing the benefits of implementing automation, robotics and artificial intelligence in its processes. However, to deploy this initiative successfully within an organisation, it is critical to have a time-tested and robust methodology. Over the last few years, we have been developing and deploying robotic process automation solutions both for our clients and for our internal function. This hands-on experience has enabled us to hone our approach into three distinct phases, with a clear go/no-go for each phase.

We weave automation into our clients’ transformation plans, where appropriate, as part of our solution toolkit. We’ve found the best approach is for us to work with organisations during the ‘define’ stage of our methodology (see diagram below), to determine the ‘long list’ of opportunities.

We collaborate with every individual business to prioritise deployments, working within the constraints of resource, in-flight change programmes and business cycles. We understand that SME time is precious, so our methodology places minimal demands on clients’ organisations.


100 million customers contact us each year in our multi-channel centres

Co-ordinating services in 12 different countries, supporting over 250 product types

What to expect

ARAI is not a standalone solution – it’s part of your transformation toolkit. At Capita, we are change makers and we combine our solutions including automation robotic processes to provide an outcome for our customers that is pragmatic and fit for purpose.

Key part of our Transformation approach: We are change makers and Automation is an integral part of our solution set. We have deployed over 170 robots and conduct over 1.3million transactions/month using automation and we have 20+ developers in our Automation CoE split between onshore and offshore

Rapid return on investment: Deployment is in weeks and not months and typically RoI is anywhere between 9 – 15 months depending on the current cost base

No need to change your IT/systems: No investment on new technology, servers or infrastructure – works with existing systems with minimal demands of time from your operations team

We work with the business to identify the process, evaluate the feasibility and create a ‘case for change’ supported by a Cost/benefit analysis.

Our design phase is about working with the business to design the solution and ensuring its fit for purpose underpinned by user acceptance testing.

Our delivery phase is to commence staged release onto production and perform a review of the overall solution to ensure it meets expectations of effectiveness and efficiency.

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Get in touch if you have a question or would like to explore how our solutions could help your organisation.

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