We are happy to share with you that our client Capita announced the customer service contract renewal with the RSPCA for a further eight years. What will this long-term partnership bring to both companies? Our team summarized the overall benefits of this strategic business move.
Prioritizing animal welfare
The customer service contract renewal, which started on September 1, 2021, means Capita will be partnering with the RSPCA as they enter their 200th anniversary year in 2024. Capita will assist the RSPCA with the implementation of their 2021-30 strategy, delivering a digital transformation programme to help drive significant animal welfare improvements across England and Wales.
The company currently runs the RSPCA’s National Control Centre (NCC) from their site in Dearne Valley, South Yorkshire, employing around 150 people. They receive more than a million calls a year from worried animal lovers.
Capita manages the vital emergency rescue response on behalf of the RSPCA. Their dedicated staff is handling the initial contact both from worried animal lovers and third parties, like vets and emergency services. They facilitate the prioritisation of animal welfare cases and their scheduling to the RSPCA’s frontline rescue teams.
Enhancing AI technology to support animals in distress
Capita will also implement an enhanced telephony platform and webchat operation. By using data analytics, these solutions can optimise both telephone and web-based self-service of animal welfare cases. This will enable members of the public to report cases themselves without unnecessarily having to converse with Capita’s advisers.
With this change, members of the public will be able to accurately share the location of a reported animal in distress, and readily provide images of injured or trapped animals, so that rescue officers can arrive more quickly and with the correct equipment. Additionally, the new system will be followed by ‘Ami’, conversational AI technology added to the RSPCA’s website to improve how animal welfare advice is provided.
Aimie Chapple, Chief Executive Officer of Capita Experience, said:
“I am thrilled we are extending our partnership with the RSPCA, and that we can continue to support them in their mission to prevent cruelty to animals. At the heart of this solution is our desire to handle animal welfare concerns raised by members of the public in the most efficient manner possible, to enable RSPCA rescuers to get to animals in distress quickly and easily.”
John Kerslake, Chief Operating Officer at RSPCA, added:
“Our National Control Centre relays important information from the public to our frontline rescue teams. They can’t reach animals that need our help without this vital function. Capita knows us well and have listened carefully to the requirements we need moving forward to help us provide the best possible outcomes for animals.”