Capita and TV Licensing partnership goes from strength to strength

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Capita Customer Management 20th August 2018 2 minute read

Capita and TV Licensing partnership goes from strength to strength

The 15-year partnership between Capita Customer Management and TV Licensing continues to go from strength to strength, with the service’s latest annual performance review achieving particularly positive results.

Capita first entered into a partnership with BBC TV Licensing in 2002, to look after collections and administration processes. Since then we’ve provided the broadcaster with an end-to-end collections service, covering activity from processing licence enquiries, applications and payments, to maintaining the licence database, to identifying those without a licence and carrying out subsequent enforcement.

The service is delivered across multiple channels including phone, email and online, with the TV Licensing website receiving 27 million visits a year.

In our June 2018 edition of Intelligence, Capita Customer Management Executive Director Mike Barnard cited the TV Licensing partnership as a key contributor to both organisations’ success. “What we collect can be material in terms of the spend on which key television programmes rely to get made,” Mike said. “That’s a good example of where I think we sometimes underestimate the purpose and impact of our business.”

The organisation has recently published the results of its 2017/2018 annual review, and we are pleased to report that the service is going from strength to strength. Results include:

  • There are 25.8 million licences – an all-time high
  • Revenue for the year was £3.8 billion - £43 million more than last year
  • Evasion remains low
  • Complaints have dropped year-on-year, and have reduced by 54% overall since 2011
  • Almost a third of customers now receive the TV licence by email, improving efficiency for the customer


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