Capita signs customer service contract with Irish Water

Capita announces it has been awarded a contract by Irish Water for the transformation and operation of its customer contact centre services.

The contract was won following a public competitive tender process and is worth €10m a year, over five years. Irish Water will then have the option to extend the contract for a further two years, worth an additional €17m over years six and seven.

Under the contract, Capita will transform customer management support services for Irish Water’s customers with a range of new software and digital capabilities.

Operating from Cork, the service will deliver digital expertise – including data and analytics capabilities – to provide improved customer and service insight. Combined with industry best practice, this will allow for customer problems to be identified and resolved more quickly, while also providing greater efficiency in service delivery areas such as payment collections.