Capita has got 2026 off to a promising start with a small but significant win in its core Local Government market. The Business Process provider has won a new four-year, £9m contract to deliver contact centre services for Kent County Council (KCC), one of England's largest local authorities serving some 1.6m residents. The deal, which includes options for three one-year extensions, represents a solid competitive win for Capita, displacing incumbent provider Agilisys, which had held the contract since 2015.

The new service will see Capita deploy its CapitaContact CX platform, which is built on Amazon Connect and can handle approximately half a million calls annually alongside webchat, chatbot, and email channels. Whilst the contact centre space has been a challenging market for Capita of late, CapitaContact does offer promise, and has been central to wins in the telco, water and electronics markets and represents a key building block of its service reinvention.

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