Presentation on Channel Shift from January 2011 Capita National Customer Contact Conference

1. Contact Management Across All Channels 21 st May 2010 Capita's Contact Centres Conference Hallam Centre, London Gerald Power

11. Directgov and Busineslink visits data for visits to Content ‘Owned’ by central Departments DWP 22 Million HMRC 15 Million Figures are bases on a ‘mash up’ of data from directgov and businesslink using the 09/10 PMF web tool data and attributing service lines to departments.

16. DWP: Delivery Costs Overall £148Bn of benefits and entitlements were delivered by DWP in FY 09/10 principally through two organisations, Job Centre Plus (JCP) and the Pensions Disabilities and Carers Service (PDCS). DWP Overall annual delivery cost c. £9Bn FY09/10 Despite 22 million hits per year online (vs. UK Population approx 60 Million) this looks like a delivery process firmly rooted in the back office and Face to Face world. Channel Cost £/M Staff (FTE) Telephony [call centres] 284 13800 Back Office + F2F + phone contact with ‘back office’ 2187 69500 'Non Staff' 1716

17. HMRC: Delivery Costs Departmental delivery costs £/M HMRC have a presence at around 220 sites throughout the UK including around 18 dedicated telephone contact centres. Despite 15 Million visits online and heavy use of telephony HMRC looks very much driven from the back office. Current Channel Use Staff Costs Other Costs Total 2,603 1,560 4,163 FTF Telephone Online Other 2% 39% 39% 20%