Marketplace

How do we manage client relationships responsibly?
Our job is to help our clients operate their services more efficiently and meet their stakeholders’ changing needs and to do so in a responsible manner. We work closely with each client to understand how we can support and reflect their own values.

We earn our client’s trust by working hard and creating our partnerships over time. We believe by being open, clear expectations and the ability to adapt to changing circumstances are key to maintaining good client relationships.

We continuously review our processes throughout the life of a contract to ensure better service for both our clients and their customers.

How do we measure client satisfaction?
For each project we agree Key Performance Indicators to measure improvements in service and ask our clients to participate in a satisfaction questionnaire, usually at the end of a project or at stages for larger projects. We benchmark the feedback through Constructing Excellence each year.

What is our approach to innovation?
At Capita Symonds we are committed to Research, Development and Innovation (RDI), which makes new and improved products and services available to our clients. Our established programme continues to build on the culture of innovation evident throughout the company.

Our RDI activities focus primarily, but not exclusively, on key areas where our clients’ interests overlap with our own.

Our Director of Research, Development & Innovation leads a team of Innovators drawn from across the company on three key workstreams:-

Our team includes technical experts, product developers, academics, intellectual property specialists, funding specialists and, perhaps most importantly, people who are adept at successfully delivering new products and services to market.

Marketplace Initiatives

Partnerships
A key aspect of the service we provide is support of partner activities. This enables sharing of resources, efficiencies and economies of scale and facilitating an improved service to the wider community. Our partnerships extend to higher education establishments including commitments to the creation of high quality jobs within the communities that we serve. Partners enjoy the benefits associated with joint provision of service including invitations to technical training seminars to facilitate knowledge and best practice transfer.

Congestion Charging
Capita Symonds worked with TfL and parent company Capita Group Plc to design, project manage and implement the enforcement and management systems for London’s groundbreaking Congestion Charging scheme - the first and only scheme of its type in the UK.

Internal Communications Plan
All offices within Regions have produced an Internal Communications Plan, which is an important element of the Business Plan and plays a big part in helping to ensure a consistency across the business.

The plan provides a basis for annual review of communication performance against clear objectives. It will assist with day to day working life and strengthen relations between managers, teams and clients.

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