Outsourcing services contractor Capita PLC (LON:CPI) has inked a deal to takeover the operation of customer contact centre services for Irish Water.
Capita won the contract - worth around €10m a year, for five years - in a public competitive tender process. The initial contract period is extendable for a further two years, to add €17mln of contract value over years six and seven. It will operate the contract from Cork.
Capita said it intends to transform customer management support services for Irish Water’s customers with a range of new software and digital capabilities.
“We are delighted to be working with Irish Water and to have the opportunity to build on our record of delivering highly efficient, technology-enabled customer support services, while at the same time providing greater value for money,” Aimie Chapple, Capita’s executive officer for customer management said in a statement.
“This contract award is testament to the strength of Capita’s pan-European platform. Capita benefits from having a proven management team in Ireland, focused on delivery in the local market, complemented by the transformation and technical capabilities of the wider company.”
Yvonne Harris, Irish Water’s head of customer operations, meanwhile, added: “Irish Water is looking forward to engaging in this new partnership which will build on our existing service offering through enhanced digital offerings and other best-in-class technologies.
“Capita will work with Irish Water to transform our contact centre services for both domestic and non-domestic customers over the next five years.”