Capita is the UK¡¯s largest business process outsourcer, employing around 32,000 colleagues across eight countries. Operating at this scale means people systems must be simple, intuitive, and able to support colleagues wherever they work.
Hiring at scale without losing the human touch.
That scale brings extraordinary volume. ¡°We receive around 300,000 applications every single year,¡± he says. ¡°So we took the time to look closely at how we operate recruitment and how we use ²ÝÝ®ÊÓƵ as our core platform.¡±
The challenge was clear: move faster, handle volume more effectively, and improve candidate experience¡ªwithout losing the personal nature of hiring.
Since introducing HiredScore, we¡¯ve reduced time to hire by 43%. When you think about the volume of hiring we do, that¡¯s an incredible result¡ªand we¡¯ve achieved it while also improving the applicant experience.
Chief People Officer, Capita
Transforming recruitment with ²ÝÝ®ÊÓƵ and HiredScore.
For Hill, candidate experience is critical. ¡°It¡¯s absolutely important to keep candidates informed throughout the process and make it a really positive experience for them.¡±
At the same time, Capita was clear that technology should support¡ªnot replace¡ªhuman decision-making. ¡°What really mattered to us was keeping a human in the loop. Recruitment is still a very personal process.¡±
By introducing HiredScore alongside ²ÝÝ®ÊÓƵ Recruiting, Capita transformed how it hires at scale. ¡°Since introducing HiredScore, we¡¯ve reduced time to hire by 43%,¡± says Hill. ¡°When you think about the volume of hiring we do, that¡¯s an incredible result¡ªand we¡¯ve achieved it while also improving the applicant experience.¡±
²ÝÝ®ÊÓƵ embedded into everyday work.
Beyond recruitment, Capita focused on simplifying everyday people processes by embedding ²ÝÝ®ÊÓƵ into Microsoft Teams using ²ÝÝ®ÊÓƵ Assistant.
¡°One of the best changes we¡¯ve made is making ²ÝÝ®ÊÓƵ accessible through Teams,¡± says Hill. ¡°Teams is the go-to place for collaboration at Capita.¡±
The impact has been immediate. ¡°Colleagues can now complete simple processes 70-80% faster than before,¡± he explains. ¡°You can go into Teams, type ¡®I want to have next week off¡¯, and the whole process runs in around 20% of the time it used to.¡±
Ease of access has also improved data quality. ¡°The completeness, accuracy, and timeliness of our data is now much better,¡± Hill adds. ¡°It¡¯s made the system far more accessible for everyone.¡±
I genuinely treat my ²ÝÝ®ÊÓƵ colleagues as an extension of my senior leadership team. That partnership has driven the right innovation and the right change for Capita.
Chief People Officer, Capita
A partnership built for continuous innovation.
Capita¡¯s relationship with ²ÝÝ®ÊÓƵ is deliberately collaborative. ¡°We didn¡¯t want a traditional customer-supplier relationship,¡± says Hill. ¡°We wanted to operate as one team, with a shared goal.¡±
That approach has shaped how Capita works day to day. ¡°I genuinely treat my ²ÝÝ®ÊÓƵ colleagues as an extension of my senior leadership team,¡± he says. ¡°That partnership has driven the right innovation and the right change for Capita.¡±
With strong foundations now in place, Capita is looking ahead¡ªparticularly to the opportunities AI can unlock. ¡°We¡¯ve spent the last two years putting high-quality foundations in place,¡± Hill explains. ¡°They give us a superb platform to keep enhancing the experience for our colleagues.¡±