City of London Police has awarded Capita a contract to deliver customer contact and victim engagement services for its new fraud reporting service.
They have agreed on a deal to run from 2024 for five years at a value of approximately £50 million, with option to extend for two more, adding £20 million.
Capita said this will involve it delivering a digitally enabled model to improve access to different reporting channels, offering multi-lingual services, introducing speech analytics and using data and specialist coaching to support potential victims of crime.
These will cover an end-to-end customer management process.
The current service receives more than 350,000 calls and 2.3 million website visits each year.
Chris Bell, service delivery director at the City of London Police, said: “We are delighted to announce the appointment of our new supply chain as this is such an important milestone in the journey to transforming our services and ultimately, launching our new fraud and cyber reporting and victim care service.”
