Applying technology for competitive advantage

26 January 2016

by Colin Grint

In their ‘London Matters’ publication, the London Market Association signalled there is substantial opportunity for those organisations that can reduce the cost of doing business to increase competitive advantage. In the face of this challenge, and with technology remaining a major disruptor in the market, here are ten reasons you should speak to us.

1. Evolution: Adapt or die

Technology continues to drive major change across all sectors, transforming the way businesses operate and the products and services they provide. The London Market has been reactive to the benefits that new technology can bring and it has now reached a ‘tipping point’ where change is inevitable.

Businesses will need to adapt quickly if they want to survive in the new world. We have experience in helping organisations leverage the benefits that technology can bring to increase efficiency, reduce risk and drive competitive advantage.

2. Technology for technology’s sake

A poor digital solution can be worse than the original process! When implementing any new technology it is important to ensure it will genuinely improve user experience. Just because you can do something doesn’t mean you should!

The user experience is critical to the success of any technology implementation. We are able to identify where and how technology should be utilised to secure the best outcome. Our experience in other sectors, e.g. retail and telecoms, means we understand how to deliver the optimum technology solution.

3. Data is the key to future success

The importance of understanding and leveraging data is central to any digital proposition. The ability to capture and analyse key operational and user data is vital to inform the development of future product and services.

We have invested heavily in building a Customer and Operational data analytics capability. This enables businesses we work with to better understand their clients/customers behaviour to identify where they can drive greater operational performance.

4. The ‘people’ factor

Technology will play a fundamental role in shaping the future of the industry but we shouldn’t forget that people are still the critical factor. Human interaction is still required at the ‘Key Moments of Truth’ to ensure a successful outcome.

By blending technology with highly trained and experienced people, we are able to offer a seamless ‘end to end’ solution that reflects the needs of the business and the individuals that work for it.

5. Legacy shouldn’t be our legacy

Legacy systems and platforms are often key constraints when building new products and services. The challenges associated with integrating new or old systems, or just maintaining critical systems and data, need to be addressed as part of any business strategy.

We have a wealth of experience in helping businesses manage legacy systems to ensure their stability. The aim is often to migrate legacy systems to new, more flexible platforms, but we are also able to provide innovative solutions where migration is not viable.

6. Tackling old and new platforms

Whilst ‘greenfield’ development allows the latest digitally enabled platforms to be deployed, in most cases legacy systems exist. In such cases digital services are typically delivered using robotics and automation solutions.

Capita provides an invaluable solution for linking new digital propositions to old legacy systems. With much of the value of many businesses locked in legacy platforms it’s vital this is digitally enabled to meet customer expectations and provide additional sales opportunity.

Capita has also deployed automation, such as automated forms, to speed up the processes such as claims, increasing accuracy/full completion of required information and to provide a digital user experience without direct links to policy systems.

We work with ‘best of breed’ partners to deliver new platforms for life, pensions and investment business and/or supplement our robotics solution with additional ‘best of breed’ capability.

7. Why the need for robotic process automation (RPA)?

Many organisations are facing the same challenges in the digital age:

  • Operating in an increasingly complex environment
  • Managing legacy systems and applications
  • The need to toggle between multiple administration systems that don’t ‘talk’ to each other
  • Human errors causing significant financial impact
  • Portfolio attrition leading to fragmented processes
  • Loss of skilled resource

At Capita we have experienced these challenges first hand, so we understand the financial, regulatory and reputational risks associated with not taking action. That’s why we developed our own RPA capability...

8. How does it work?

Our solution provides a mechanism that enables businesses to rapidly integrate a wide range of application types by connecting their User Interface (UI) on the desktop. It can also be used to quickly fit into a sophisticated workflow spanning these diverse applications.

  • It replicates/automates human action
  • It automates multiple application sign-on
  • It provides a browser-based UI mash-up
  • It provides bi-directional data flow

Our RPA solution can be deployed into sectors such as insurance, banks, telecoms, healthcare, logistics, travel and Business Process Outsourcing industries.

9. The key features

What it does

  • Automates/augments human actions
  • Provides single front-end mash-up with required information from all applications
  • Eliminates human errors
  • Automates re-keying of data

How it does this

  • Bi-directional integration of data
  • Automation of human workflows
  • SSO-enabling applications
  • Adapters for variety of apps and environments: Windows, Mainframe, Web, Citrix (without Agent intervention)

Key differentiators

  • Zero code change to underlying apps including legacy apps
  • Patented technology separating “FORM” & “CONTENT” at UI layer of desktop
  • One click deployment and un-deployment

Our assess – design – develop/ implement strategy has been delivered to some clients in as little as six weeks from the start of the assessment process. The benefits provided include, e.g. no human intervention required for exception processing, increased capacity per day, improved accuracy and Turnaround Times (TAT), reduction in Average Handling Times (AHT) and in some cases, reduction in FTE or increased resource capability.

10. Solution development requirements

All you need:

  • Simple user id access for development and deployment
  • Process development
  • Installation of applet on client desktops

What you don’t need:

  • Large IT programme
  • Dependence on client IT teams
  • Software installation within client environment
  • Special access permissions
  • Changes to desktop server environment

To learn more about our digital or RPA solutions capability, please contact:

Stuart Welsman 
Market & Proposition Director 
Mobile +44 (0)7500 785310

RPA solutions 
Manpreet Singh 
Director of Technology

Customer retention and experience

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