UK Complaint Handling Awards winner Capita has signed a contract with Irish Water following a win on a public competitive tender process for the transformation and operation of Irish Water’s customer contact centre services.

The contract is worth €10m a year over five years, with Irish Water having an option to extend the contract for an additional two years, worth an extra €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

The service operating from Cork will deliver digital expertise such as data and analytics capabilities – to provide improved customer and service insight, allowing for quick identification and resolution of customer problems and greater efficiency in service delivery.

Aimie Chapple, Executive Officer for Customer Management, said: “We are delighted to be working with Irish Water and to have the opportunity to build on our record of delivering highly efficient, technology-enabled customer support services, while at the same time providing greater value for money.”

“This contract award is testament to the strength of Capita’s pan-European platform. Capita benefits from having a proven management team in Ireland, focused on delivery in the local market, complemented by the transformation and technical capabilities of the wider company”, added Chapple.

Yvonne Harris, Head of Customer Operations for Irish Water, said: “Irish Water is looking forward to engaging in this new partnership which will build on our existing service offering through enhanced digital offerings and other best-in-class technologies.”

“Capita will work with Irish Water to transform our contact centre services for both domestic and non-domestic customers over the next five years. We are looking forward to working with the team over the coming months and years.”

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