Capita – executive interview

In this interview, Capita’s chief product and AI officer, Sameer Vuyyuru, discusses how AI is being embedded across the group’s complex public-sector and shared-services operations to reduce cost to serve, improve productivity and support higher win rates. He highlights Capita’s focus on combining process engineering, automation, human judgement and AI rather than treating AI as a universal solution, with security-cleared, AI-capable teams central to delivering regulated services over the long term. The discussion points to front-office adoption already at scale, while identifying middle- and back-office casework as the larger opportunity to shorten waiting times and improve UK citizen outcomes. Vuyyuru also outlines the potential for AI agents to reshape delivery models, including greater onshore execution of work previously handled offshore. For investors, he identifies cost-to-serve reductions and improved bid win rates as the clearest indicators of progress, with successful execution expected to support Capita’s margin-expansion objectives.

Capita is an AI-enabled business services and outsourcing group that manages complex, often business-critical processes for public- and private-sector clients, with a significant role in UK government and regulated industries.