Capita plc have announced that it has secured a contract with the UK Health Security Agency (UKHSA) for the provision of omnichannel contact centre services, supporting UKHSA and partner organisations including the Department of Health and Social Care.
The contract is expected to commence in November 2026, with an initial term of three years. The estimated total contract value is approximately £31 million across the three-year initial term for the core service. This win builds on Capita’s capability in contact centres across a number of the company’s public sector contracts.
Under the contract, Capita will provide a flexible, scalable Single Service Centre (“SSC”), managing day-to-day operations, providing health information helplines, online support and other enquiries, through telephone and digital channels.
The SSC is intended to be a strategic national contact centre capability designed to deliver business-as-usual public health services while providing scalable support for future health incidents and emergency response requirements. The service will provide cross-government surge services during health emergencies and other national incidents across government.
Through a centralised operating model, Capita will deliver customer contact handling, reporting and insight, workforce planning, and quality assurance, helping departments and other relevant public sector organisations to provide consistently high-quality, responsive support to citizens.
Capita will deliver the services through its Capita Connect platform, leveraging cloud-based infrastructure including Amazon Web Services and advanced data capabilities to provide resilient, flexible and efficient operations.
Helen Murray, Managing Director – Health and Welfare at Capita Public Service, said:
“We are delighted to secure this important contract with the UK government. This win reflects the strength of our contact centre capabilities for our clients in the public sector and our ability to deliver high-quality, flexible, technology-enabled services at scale.
We look forward to working with UKHSA and all partners to deliver responsive, resilient services that can adapt quickly to changing public health needs and surge capacity.”
Capita is an AI-enabled business services partner. We work with organisations across the public and private sectors, helping them deliver better, more efficient services. Every day, millions of people rely on services we support across central and local government and regulated industries. We combine technology, data and AI with the expertise and judgement of our people to help clients solve complex challenges and deliver better outcomes for the people and communities they serve.
