Capita Group PLC case study

The need
The Capita Group PLC is the UK’s leading business process outsourcing BPO) and professional services company. Among the many roles performed by Capita is providing the majority of customer service, administration and enforcement of TV Licensing throughout the UK. Acknowledging its responsibilities under H&S legislation and duty of care and by identifying and understanding specific risks encountered by its lone workers, Capita investigated a range of safety systems before deciding on solutions provided by Argyll (Argyll).

Making up the ‘front line’ are Enquiry Officers (EOs), who work to ensure that everyone who is required by law to own a TV licence has one. Visiting addresses throughout the UK, sometimes in crime-hit urban areas, carries with it an inherent risk of confrontation – which can escalate to verbal and physical abuse. Following risk assessments, Capita identified a need to establish effective time and risk management for its EOs. It also required access to information on their safety and whereabouts at all times.

The solution
Utilising CommuniCare, Argyll’s sophisticated lone worker safety monitoring solution, TV Licensing’s EOs are given the means to summon assistance should they find themselves in danger. Through Argyll’s integrated Control Room, Capita manages and monitors its EOs’ locations and time at risk and provides them with an effective duress facility 24/7.

How it works
CommuniCare allows EOs to notify Argyll while they are out ‘on-shift’ and potentially at risk. Time-based reminders ensure that the EOs interact periodically and notify Argyll that all is well. However, should an EO encounter difficulties and miss a reminder, the Argyll control room will follow up, thus ensuring their personal safety. Fundamentally, should an EO experience jeopardy, they are a single button-press away from summoning assistance - quickly and discreetly.

Using a preconfigured button on their mobile phone, they can issue a duress signal which instantly alerts Argyll’s 24/7 manned control room and simultaneously opens a voice channel enabling Operators to listen in. Trained Operators then put into effect an agreed incident management procedure and, if required, use existing links with the Police to ensure a swift response. Sophisticated voice recording ensures that every incident is captured and can be produced as evidence if required.

The EOs feel the benefit of this high level of support, giving them the reassurance needed to get on with the job.

Why Argyll
Field Support Manager Tim Upton said: “Argyll delivers its promises consistently and cost effectively and we continue to be impressed by its professional approach to handling incidents. We are now into the third year of the contract and the benefits of the CommuniCare system are felt every day by our officers out in the field.”

Capita is just one of many organisations to have chosen Argyll because of its experience, expertise, flexibility and range of services and devices. Current clients include a variety of commercial companies and public sector organisations, including Miller Homes, Marie Curie Cancer Care, London Borough of Enfield and Viridor Waste Management.

Argyll operates at the forefront of mobile technology and software and works in partnership with a number of high profile organisations including mobile operators and device manufacturers. The company continually invests in failsafe and uninterruptible IT systems and operates an integrated control room. Argyll provides the best technical means of minimising risk and monitoring personal safety. Its services aid compliance with current Health & Safety legislation, can be customised to your organisational requirements and are compatible with client’s existing handsets, PDA, BlackBerry®, or any of Argyll’s range of purpose-made lone worker devices.

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