Launching and embedding Capita’s new values

Capita embarked on a cultural transformation to embed new values shaped by colleagues, aligning our people strategy with business objectives. Recognising that authentic values drive engagement and innovation, we adopted a bottom-up approach, inviting input from across our 32,000-strong workforce in eight geographies. Over 12,000 colleagues contributed through workshops, listening sessions and surveys, ensuring our refreshed values truly reflect the collective voice of Capita.

 

Our multi-layered communication strategy focused on four pillars: co-creating and launching new values and a Colleague Playbook; introducing Celebrate!, a global recognition platform; alignment of our business strategy to our people strategy; and engaging our top 500 leaders (C500) to champion values-led behaviours. Storytelling was central to our approach, with colleagues sharing real examples of living the values across Viva Engage and newsletters, supported by toolkits and visual branding to maintain visibility.

Embedding values into daily life included integrating them into performance reviews, leadership behaviours and recognition frameworks. Global Town Halls were reimagined to spotlight values, and CEO Awards celebrated colleagues exemplifying them. The launch of Celebrate! has driven over 28,000 recognition moments in three months, reinforcing appreciation and connection.

The impact has been significant: engagement scores rose 63%, eNPS improved across all divisions, attrition dropped to 18%, and internal mobility increased from 24% to 43%. With 95% of performance reviews referencing values and strong leadership engagement, Capita is now firmly on the path to becoming a high-performing, values-led organisation.