Business Process Outsourcing ( BPO ) is a subset of outsourcing that involves the contracting of the operations and responsibilities of a specific business process to a second-party service provider . Originally, this was associated with manufacturing firms, such as Coca-Cola that outsourced large segments of its supply chain .
136-529: Capita plc is an international business process outsourcing and professional services company headquartered in London. It is the largest business process outsourcing and professional services company in the United Kingdom, with an overall market share of 29% in 2016, and has clients in central government, local government and the private sector. It also has a property and infrastructure consultancy division which
272-605: A confidence and supply agreement with the Liberal Party . While this initially proved stable, it could not survive in the face of major industrial disputes and widespread strikes in the 1978–79 " Winter of Discontent ", as well as the defeat of the referendum on devolution for Scotland . Minor parties joined the Conservatives to pass a motion of no-confidence in Callaghan on 28 March 1979. Callaghan led Labour to defeat at
408-513: A leadership election , which he won decisively with 62% support among Labour party members. In April 2017, Prime Minister Theresa May called a snap election for June 2017. Corbyn resisted pressure from within the Labour Party to call for a referendum on the eventual Brexit deal, instead focusing on healthcare, education and ending austerity. Although Labour started the campaign as far as 20 points behind, it defied expectations by gaining 40% of
544-415: A letter bomb attack that injured one person. On 2 October 2009, one of Capita's businesses (Capita Financial Group) announced plans to move some of its operations from London to Leeds . During the early 2010s, Capita undertook a series of acquisitions. In April 2011, it bought Right Document Solutions Holdings Limited ('RDS') for a cash-free consideration of £30 million; later that same year, it acquired
680-518: A noncontroversial expansion of new public housing . Overnight in October 1929 the world economy plunged into the Great Depression , and no party had an answer as tax revenue plunged, unemployment doubled to 2.5 million (in late 1930), prices fell, and government spending on unemployment benefits soared. Conditions became much worse in 1931 as the banks became unable to loan the government enough to cover
816-422: A profit warning , dividend suspension, a £700 million rights issue , cost cutting and a disposals programme, as net debts were predicted to hit £1.15 billion and a pensions deficit reached £381 million. The announcement knocked 47% off Capita's shares, reducing its market value by over £1.1 billion. The share price slide continued the following day, losing a further 13%. On 3 April 2018, Capita shares fell 6% to
952-679: A "conscience clause" allowing diversity of opinions rather than a rigid orthodoxy. Irish politics proved to be so different that the Party simply quit Ireland and worked only in England, Scotland and Wales. In 1908–1910 the Party supported the momentous and largely successful Liberal battles in favor of a welfare state and against the Unionist/Conservative Party and against the veto power of the House of Lords. Growth continued, with 42 Labour MPs elected to
1088-445: A 20-year low after British Airways decided to retain in-house operation of two UK call centres rather than award contracts to run them to Capita. On 23 April 2018, Capita launched a cash call to raise £701m and reported a £513m loss for the previous financial year. On 1 August 2018, Capita announced its profits in the six months to 30 June had dropped to £80.5m (from £195m in the same period in 2017), while revenues were down 4% to £1.98bn;
1224-526: A Capita office in Victoria, London was subject to a letter bomb attack that injured one person. In September 2019, Capita announced that it was re-branding as a "purpose-led" living wage employer; however, it subsequently abandoned this position after reports emerged that thousands of its employees were being paid below the minimum wage . Across much of its existence, Capita has frequently engaged in acquisitions of other companies to fuel its growth, as well as
1360-653: A coalition with more than one other smaller party to gain an overall majority; anything less would result in a minority government. On 10 May 2010, after talks to form a coalition with the Liberal Democrats broke down, Brown announced his intention to stand down as Leader before the Labour Party Conference but a day later resigned as both Prime Minister and party leader. Ed Miliband won the subsequent leadership election . Miliband emphasised "responsible capitalism" and greater state intervention to rebalance
1496-412: A company's country is called offshore outsourcing . BPO that is contracted to a company's neighbouring (or nearby) country is called nearshore outsourcing . Often the business processes are information technology -based, and are referred to as ITES-BPO , where ITES stands for Information Technology Enabled Service. Knowledge process outsourcing (KPO) and legal process outsourcing (LPO) are some of
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#17328517042841632-558: A contract to deliver shore-based training to the Royal Navy and Royal Marines at 16 sites across the UK. The consortium is composed of Capita, Raytheon UK , Elbit Systems UK , and Fujitsu , and the contract is worth up to £2 billion. Capita Group has not been received well in the media. It has gained the nickname "Crapita", particularly from the coverage in the satirical and current affairs magazine Private Eye , which routinely documents
1768-524: A cut in wages. The miners were totally opposed and planned a strike. The TUC coalition of unions decided it would support the miners by a nationwide general strike that would paralyze most of the national economy. A strike was postponed when the Conservative government offered a subsidy for wages, but it also prepared to deal with the threatened general strike. Meanwhile, the TUC failed to make preparations. It ignored
1904-659: A decline in the quality of goods or services, potentially damaging the company's brand and customer relationships. One estimate of the worldwide BPO market from the BPO Services Global Industry Almanac 2017, puts the size of the industry in 2016 at about US$ 140 billion. India, China and the Philippines are major powerhouses in the industry. In 2017, in India the BPO industry generated US$ 30 billion in revenue according to
2040-449: A dependence on the BPO which reduces flexibility. Consequently, these challenges need to be considered before a company decides to engage in business process outsourcing. A further issue is that in many cases there is little that differentiates the BPO providers other than size. They often provide similar services, have similar geographic footprints, leverage similar technology stacks, and have similar Quality Improvement approaches. Risk
2176-490: A flood of membership applications during the leadership election, with most of the new members thought to be Corbyn supporters. Corbyn was elected leader with 60% of the vote. Membership continued to climb after his victory; one year later it had grown to more than 500,000, making it the largest political party in Western Europe. Tensions soon developed in the parliamentary party over Corbyn's leadership, particularly after
2312-591: A funding arrangement with the Law Firm Optima Legal Services Limited which saw them, in the period between May 2006, to the end of 2009, invest a total of £36,700,000 by way of investment loans into Optima. As part of the funding arrangement Capita Group had the option of acquiring the shares of Optima Legal Services for the nominal sum of £1 upon the full implementation of the Legal Services Act 2007, which would make ownership of law firms by
2448-588: A given project, such as a school or hospital, and earning income by renting the finished project to the public sector. Via PFI, Capita was awarded contracts for the provision of various services across numerous British government departments, including the National Health Service and the Ministry of Defence . In October 1999, Capita purchased Capstan, a UK-based supplier of emergency cover teachers, in exchange for £6 million in cash and £7 million in shares in
2584-563: A healthcare recruitment specialist owned by Robert Stiff extending the services offered within the recruitment industry. In March 2006, Capita Financial Administrators (CFA) was fined £300,000 by the Financial Services Authority for having poor anti-fraud controls. The division provides administration services for third parties and the Capita Group. Capita also intended to enter into the legal services market and entered into
2720-656: A low 2% interest rate, and the gift of $ 2.694 billion in Marshall Plan funds. Canada also provided gifts and $ 1.25 billion in loans. The government began the process of dismantling the British Empire , starting with independence to India and Pakistan in 1947, followed by Burma (Myanmar) and Ceylon (Sri Lanka) the following year. It relinquished its control over Palestine to the United Nations in 1948. Elsewhere independence movements were much weaker and London's policy
2856-483: A pay rise for almost 6,000 employees. The rates, which are set at the basic income needed to cover the real cost of living, are overseen by the Living Wage Commission. Less than five years later, Capita announced it would stop paying the real living wage and freeze pay for all staff as part of cost cutting measures. During the early 2020s, the company undertook a series of divestments of non-core businesses with
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#17328517042842992-460: A period of intense internal division which ended in the defeat of its left wing by the mid-1980s. After electoral defeats to the Conservatives in 1987 and 1992, Tony Blair took the party to the political centre as part of his New Labour project, which governed under Blair and then Gordon Brown from 1997 to 2010. After further electoral defeats in the 2010s, Keir Starmer again took Labour to
3128-531: A political levy to the party. In September 2014, Labour outlined plans to cut the government's current account deficit and balance the budget by 2020, excluding investment. The party carried these plans into the 2015 general election , which Labour lost. Its representation fell to 232 seats in the House of Commons. The party lost 40 of its 41 seats in Scotland to the Scottish National Party . After
3264-490: A potential threat to the industry and speculate as to the likely long term impact. In the short term, however, there is likely to be little impact as existing contracts run their course: it is only reasonable to expect demand for cost efficiency and innovation to result in transformative changes at the point of contract renewals. With the average length of a BPO contract being 5 years or more – and many contracts being longer – this hypothesis will take some time to play out. On
3400-522: A reduced majority of 66 and popular vote of only 35.2%. Blair announced in September 2006 that he would step down as leader within the year, though he had been under pressure to quit earlier than May 2007 in order to get a new leader in place before the May elections which were expected to be disastrous for Labour. In the event, the party did lose power in Scotland to a minority Scottish National Party government at
3536-526: A result of a management buyout , led by Rod Aldridge , the company's first executive chairman. During 1991, it was listed on the London Stock Exchange . A key development in Capita's fortunes was the emergence of the private finance initiative (PFI) model, under which private companies such as Capita could secure government contracts that involved them paying for the construction and delivery costs of
3672-517: A second government with Liberal help. Once again with Liberal help, MacDonald became prime minister following the successful 1929 election . There were some promising achievements in foreign policy, notably the Young Plan that seemed to resolve the issue of German reparations, and the London Naval Treaty of 1930 that limited submarine construction. Some minor legislation was passed, notably
3808-508: A set of steps, to successfully identify, manage and control the business processes that are, or can be outsourced. Analytic hierarchy process is a framework of BPO focused on identifying potential outsourceable information systems. L. Willcocks, M. Lacity and G. Fitzgerald identify several contracting problems companies face, ranging from unclear contract formatting, to a lack of understanding of technical IT processes. Industry analysts have identified robotic process automation software as
3944-493: A small amount of client or staff data as part of a cyberattack involving a Russian ransomware gang. On 12 May 2023, the UK Universities Superannuation Scheme stated that Capita, its outsourced administration provider, had exposed "the personal data of about half a million members" during a cyberattack . On 29 May 2023, a further 90 organisations reported data breaches of personal data held by Capita to
4080-541: A small majority. During his second term as prime minister, Wilson oversaw the referendum that confirmed the UK's membership of the European Communities . When Wilson suddenly announced his retirement in March 1976, Callaghan defeated five other candidates to be elected Leader of the Labour Party; he was appointed prime minister on 5 April 1976. By now Labour had lost its narrow majority. To stay in power Callaghan made
4216-462: A smashing victory and national elation, guaranteeing Conservatives a massive landslide victory in the 1983 general election . Thatcher's successful attacks on labour unions in 1984-1985 further weakened the Labour base. It took a decade for Labour to recover. Labour's inward turn flared into a civil war between left and right. The party came under the control of young middle-class left-wing activists in
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4352-505: A specialist digital interaction agency, and NYS Corporate events and travel agency in 2017. Around this time, Capita secured several key appointments and contracts within the British public sector . In October 2017, the company announced that former Amec Foster Wheeler CEO Jonathan Lewis would take over as CEO from 1 December 2017, following the departure of Andy Parker. After completing an initial assessment, on 31 January 2018, Lewis announced
4488-407: A survey of GPs found 85% were missing records of recently registered patients, 65% had experienced shortages of clinical supplies or delays in deliveries, and 32% had suffered from missed or delayed payments. Delays in the payment of GP trainees' salaries were also reported. The situation was repeated in October 2017, with The Guardian reporting that "hundreds" of trainee GPs had not been paid. Capita
4624-644: Is the governing party of the United Kingdom , having won the 2024 general election , and is currently the largest political party by number of votes cast and number of seats in the House of Commons , followed in seat share by the Conservative Party and the Liberal Democrats . There have been seven Labour prime ministers and fourteen Labour ministries . The party traditionally holds the annual Labour Party Conference during party conference season , at which senior Labour figures promote party policy. The Labour Party
4760-466: Is the fourth largest multidisciplinary consultancy in the UK. Roughly half of its turnover comes from the private sector and half from the public sector. Whilst UK-focused, Capita also has operations across Europe, Africa and Asia. Established in 1984 and gaining its independence in 1987 management buyout , Capita's early business activities were largely orchestrated by Rod Aldridge , the company's first executive chairman. Since 1991, it has been listed on
4896-434: Is the major drawback with business process outsourcing. Outsourcing of an information system, for example, can cause security risks both from a communication and from a privacy perspective. For example, security of North American or European company data is more difficult to maintain when accessed or controlled in other countries. From a knowledge perspective, a changing attitude in employees, underestimation of running costs and
5032-439: The 1979 election and was replaced by Conservative Margaret Thatcher . The 1979 defeat marked the beginning of 18 years in opposition for the Labour Party, the longest in its history. According to historian Kenneth O. Morgan , the fall of Callaghan meant the passing of an old obsolete system, as well as the end of corporatism , Keynesian spending programmes , subsidised welfare payments, and labour union power. Following 1979
5168-422: The 1997 general election in a landslide victory with a parliamentary majority of 179; it was the largest ever Labour majority, and at the time the largest swing to a political party achieved since 1945 . Over the next decade, a wide range of progressive social reforms were enacted, with millions lifted out of poverty during Labour's time in office largely as a result of various tax and benefit reforms. Among
5304-466: The 2007 elections and, shortly after this, Blair resigned as Prime Minister and was replaced by the Chancellor , Gordon Brown . Brown coordinated the UK's response to the 2007–2008 financial crisis . Membership of the party also reached a low falling to 156,205 by the end of 2009: over 40 per cent of the 405,000 peak reached in 1997 and thought to be the lowest total since the party was founded. In
5440-411: The 2010 general election on 6 May that year, Labour with 29.0% of the vote won the second largest number of seats (258). The Conservatives with 36.5% of the vote won the largest number of seats (307), but no party had an overall majority , meaning that Labour could still remain in power if they managed to form a coalition with at least one smaller party. However, the Labour Party would have had to form
5576-624: The 2016 Brexit referendum . Many in the party were angered that Corbyn did not campaign strongly against Brexit; he had been only a "lukewarm" supporter of remaining in the European Union and refused to join David Cameron in campaigning for the Remain side . 21 members of the Shadow Cabinet resigned after the referendum. Corbyn lost a no-confidence vote among Labour MPs by 172–40, triggering
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5712-509: The 2019 general election , Labour campaigned on a manifesto widely considered the most radical in decades, more closely resembling Labour's politics of the 1970s than subsequent decades. These included plans to nationalise the country's biggest energy firms, the National Grid, the water industry, Royal Mail, the railways and the broadband arm of BT . The election saw Labour win its lowest number of seats since 1935. Following Labour's defeat in
5848-552: The Bank of England , coal mining, the steel industry, electricity, gas and inland transport (including railways, road haulage and canals). It developed and implemented the "cradle to grave" welfare state . It created the National Health Service (NHS), which gave publicly funded medical treatment for all. Nationalisation primarily affected weak and poorly managed industries, opening the hope that centralized planning would reverse
5984-533: The February 1974 general election , forming a minority government with the support of the Ulster Unionists . In a bid to gain a majority, Prime Minister Wilson soon called an election for October 1974 . Labour won a slim majority of three, gaining 18 seats taking its total to 319. In March 1974 Wilson was appointed prime minister for a second time ; he called a snap election in October 1974, which gave Labour
6120-470: The Information Commissioner's Office . Business process outsourcing BPO is typically categorized into back office outsourcing, which includes internal business functions such as human resources or finance and accounting , and front office outsourcing, which includes customer-related services such as contact centre (customer care) services. BPO that is contracted outside
6256-454: The Labour Party . At the time of his resignation, Aldridge denied the claims and stated that he was leaving the company to avoid any lingering doubts on the matter. Aldridge had overseen the company's growth from a small company in 1987 to a FTSE 100 member in 2006. He was replaced by his longtime associate Paul Pindar . In February 2007, a Capita office in Victoria, London was subject to
6392-534: The London County Council for the first time ever. In the 1935 election , Labour recovered to 8.0 million votes (38 percent), and Clement Attlee became Minority Leader. The Party now had 154 seats but had minimal influence in Parliament. At the local level union leaders, led by Ernest Bevin , successfully defeated Communist infiltration. In foreign policy a strong pacifist element made it slow to support
6528-445: The London Stock Exchange . Various British government bodies have contracted services out to Capita, including the Ministry of Defence , Department for Business, Innovation and Skills , Department for Work and Pensions and numerous NHS Trusts . Aldridge stepped down as the company's CEO in 2006 amid claims that a personal loan made to the Labour Party had influenced government contracts that were awarded to Capita. In February 2007,
6664-474: The Open University created for adults. Wilson's first period as Prime Minister coincided with a period of relatively low unemployment and economic prosperity, it was however hindered by significant problems with a large trade deficit which it had inherited from the previous government. The first three years of the government were spent in an ultimately doomed attempt to stave off the continued devaluation of
6800-478: The Second World War , Labour served in the wartime coalition , after which it won a majority in the 1945 election. Clement Attlee's government enacted extensive nationalisation and established the modern welfare state and National Health Service before losing power in 1951. Under Harold Wilson and James Callaghan , Labour again governed from 1964 to 1970 and from 1974 to 1979 . The party then entered
6936-600: The Social Democratic and Labour Party (SDLP) in Northern Ireland, while still organising there. As of March 2024 , Labour has 366,604 registered members. The origins of what became the Labour Party emerged in the late 19th century. It represented the interests of the labour unions and more generally the growing urban working class. Hundreds of thousands of workers had recently gained voting rights by laws passed in 1867 and 1884 . Many different trade unions flourished in
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#17328517042847072-627: The WHO on food safety issues. Arguing that a for-profit operation will be under pressure to ignore low-paying projects vital to public safety and the environment, he indicates that there is no profit in public research concerning food and biodiversity or food and pesticide residues, and predicts "commercial concerns will skew Fera's priorities". Former Liberal Democrat leader Tim Farron questioned how Atos and Capita could have been paid over £500m from taxpayers money for assessing fitness to work as 61% who appealed won their appeals. Farron stated, "This adds to
7208-484: The 2015 general election, Miliband resigned as party leader and Harriet Harman again became interim leader. Labour held a leadership election in which Jeremy Corbyn , then a member of the Socialist Campaign Group , was considered a fringe candidate when the contest began, receiving nominations from just 36 MPs, one more than the minimum required to stand, and the support of just 16 MPs. The Labour Party saw
7344-496: The Army. The party returned to power in May 1940, with about a third of the seats in the wartime coalition government under Churchill. Attlee was given a new position as Deputy Prime Minister . He was in charge of the cabinet when Churchill was absent, and handled domestic affairs, working closely with Bevin as Minister of Labour . The war set in motion profound demands for reform. This mood
7480-423: The Conservative argument that traditional Labour was holding ambitious people back with higher tax policies. To present a fresh face and new policies to the electorate, New Labour needed more than fresh leaders; it had to jettison outdated policies, argued the modernisers. Calling on the slogan, " One Member, One Vote " Blair defeated the union element and ended block voting by leaders of labour unions. Blair and
7616-569: The Conservatives return to power, benefiting from the Zinoviev letter and the continuing collapse of the Liberal vote. The Labour share of the popular vote went up, but it lost seats. Above all the moderation of the Macdonald government put to rest the lingering fears that a Labour victory would produce a violent class war. In 1925–26, coal sales fell and the mining companies demanded an increase in hours and
7752-456: The House of Commons in the December 1910 general election. During World War I, the party experienced internal divisions over support for the war effort, but also saw one of its top leaders Arthur Henderson , serve in the powerful war cabinet. After the war, the party focused on building a strong constituency-based support network and adopted a comprehensive statement of policies titled "Labour and
7888-414: The House of Commons with 287 seats, but fell short of a majority, forming another minority government. In 1931, in response to the Great Depression , MacDonald formed a new government with Conservative and Liberal support, which led to his expulsion from the party. Labour was soundly defeated by his coalition in the 1931 election, winning only 52 seats, but began to recover in 1935, with 154 seats. During
8024-492: The Irish Data Protection Authority has raised concerns over the design of the code as information about individuals will be made more accessible. Liam Duggan, CEO of Capita Ireland stated at a Government enquiry in 2014, that they had thoroughly tested the new system for unsuitable words and even used a game of Scrabble for this purpose. The project is generally running to programme and budget: roll out, which
8160-476: The Labour Party Constitution, with its commitment to nationalisation. Gaitskell led Labour to a third consecutive defeat at the 1959 general election despite the party appearing more united than it had been for some time. Gaitskell responded by attempting to remove Clause IV (the nationalisation clause) from the party constitution, but this was unsuccessful. Gaitskell died suddenly in 1963, and cleared
8296-622: The Labour Party found itself overwhelmed by the Conservative government led by a highly aggressive Margaret Thatcher . From the right she largely rejected the Post-war consensus on economic and social policies that had bipartisan support since the 1950s. At first Thatcher's economic reforms were doing poorly. Argentina's invasion of a British possession in the Falklands War in Spring 1982 transformed British politics. Thatcher's aggressive reaction produced
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#17328517042848432-416: The Labour Party in and out of Parliament and in turn party leaders opposed a national strike. The 1926 general strike failed after 9 days as the government plan devised by Winston Churchill proved highly effective in keeping the economy open while minimizing violence. In the long run, however, the episode tended to strengthen working class support for Labour, and it gained in the 1929 general election, forming
8568-477: The Labour Party was seen by the electorate as the party most likely to follow it through. With victory in Europe the coalition broke up in May 1945. The 1945 general election gave Labour a landslide victory, as they won 12 million votes (50% of the total) and 393 seats. The Labour government proved the most radical in British history. It presided over a policy of nationalising major industries and utilities including
8704-575: The National Industry Association. The BPO industry is a small segment of the total outsourcing industry in India. The BPO industry workforce in India is expected to shrink by 14% in 2021. The BPO industry and IT services industry in combination are worth a total of US$ 154 billion in revenue in 2017. The BPO industry in the Philippines generated $ 22.9 billion in revenues in 2016, while around 700 thousand medium and high skill jobs would be created by 2022. In 2015, official statistics put
8840-600: The New Social Order". In 1918, Clause IV was added to Labour's constitution, committing the party to work towards common ownership of the means of production, distribution, and exchange. Socialism was vaguely promised, but there was no effort made to draw up detailed plans on what that would mean or how it could be accomplished. The Representation of the People Act 1918 greatly expanded the electorate, enfranchising all men and most women. The party concentrated its appeal on
8976-656: The SRA for what was found to be professional misconduct and only narrowly avoided referral to the Solicitors Disciplinary Tribunal and Adrian Lamb, former CEO of Optima Legal Services Limited, left the business in June 2010. In 1998, Capita won the contract to run Constructionline , the newly created Public-Private Partnership owned by the Department for Business, Innovation and Skills (BIS). During March 2012, Capita acquired
9112-462: The UK arm of the construction consultancy firm Northcroft. In January 2015, Capita acquired Constructionline outright from BIS for £35m. Three years later, on 31 January 2018, Capita announced it wanted to sell Constructionline as part of a transformation programme including disposal of non-core assets and cost cutting. In June 2018, it was reported that Constructionline had been sold to private equity investor Warburg Pincus for £160m. In June 2014, it
9248-530: The aim of raising £700 million in response to financial pressures from the COVID-19 pandemic. Nevertheless, Capita still opted to make several strategic purchases and investments. In July 2019, the company announced that it was launching a consultancy arm. The new division will employ around 1,000 consultants and compete with the likes of Accenture , Deloitte and KPMG . Capita entered the healthcare recruitment market during May 2011, through acquisition of Team24,
9384-400: The business. During May 2001, it acquired the UK business of the loss adjuster McLarens Toplis in exchange of £33 million. Two years later, the company announced that it had achieved a record operating profit of £107 million. During March 2006, Aldridge resigned as Capita's CEO in the aftermath of claims that contracts awarded to the company had been influenced by his loan of £1 million to
9520-538: The cabinet most Labour members were vehemently opposed—they demanded new taxes on the rich instead. MacDonald gave up and on 23 August went to King George V and resigned the government. Unexpectedly the monarch insisted that the only patriotic solution was for MacDonald to stay and form an all-party "national government" with the Conservatives, which he did the next day. The Labour Party felt betrayed and expelled MacDonald and Snowden. The new National Government, 1931–1935 kept Macdonald and Snowden and two others, replacing
9656-704: The centre and has governed since 2024. Labour is the largest party in the Senedd (Welsh Parliament), being the only party in the current Welsh government . The party won most Scottish seats in the 2024 general election. Labour is a member of the Party of European Socialists and the Progressive Alliance , and holds observer status in the Socialist International . The party includes semi-autonomous London , Scottish , Welsh and Northern Irish branches ; it supports
9792-419: The company process personal independence payments for the seriously ill and the disabled. "Waiting times for assessment," the newspaper noted, "have been so long that in some cases people with terminal conditions have died before receiving a penny." The 2015 sale of a government research operation charged with overlooking food safety to Capita has been criticised by Tim Lang, an advisor to the UK government and
9928-463: The company was unable to deal "effectively" with the movement of paper records between practices. During 2015, an undercover investigation by The Daily Telegraph showed that in some cases locum agencies, Medicare and Team24 owned by Capita were charging some hospitals higher fees than others and giving false company details. The agencies were charging up to 49% of the fee. Health secretary Jeremy Hunt criticised agencies who sought "big profits" at
10064-422: The company's many failures and setbacks in the public sector. During January 2013, it was revealed that Capita was embroiled in a scandal over misinforming people that they had to leave the UK as they had no valid visa . One such person was, in fact, the holder of a UK passport. In April 2014, a leak to The Guardian revealed that the Department for Work and Pensions (DWP) had to send civil servants in to help
10200-399: The company's shares fell almost 9% after markets opened, to 148p a share. Following Lewis's appointment, Capita embarked on a medium-term strategy to turn around the company. In May 2019, the company became the first FTSE 250 company in 30 years to appoint rank-and-file workers to its board. Lyndsay Browne, a chartered accountant and finance manager, and Joseph Murphy, a project manager in
10336-535: The continuing popularity of Blair, Labour went on to win the 2001 election with a similar majority, dubbed the "quiet landslide" by the media. In 2003 Labour introduced tax credits , government top-ups to the pay of low-wage workers. A perceived turning point was when Blair controversially allied himself with US President George W. Bush in supporting the Iraq War , which caused him to lose much of his political support. The UN Secretary-General , among many, considered
10472-549: The contract to introduce postcodes to the Republic of Ireland . The Irish communications minister has welcomed the implementation saying that the Irish code is the first in the world to be unique to each individual address. The scheme was launched in July 2015. The emergency services have expressed concern that the new system may lead to responders having difficulty getting to incidents. Further,
10608-673: The contract without "understanding the complexity of what it was taking on." During 2019, Capita won a 12-year contract to operate the Defence Fire and Rescue Service , at 53 sites across the UK, Cyprus, and the Falkland Islands, in a deal worth £525 million. The deal also saw Capita take over all the work of the Defence Fire Training and Development Centre and transfer it to the national Fire Service College - including Royal Air Force firefighter training. However, Capita once more
10744-435: The core offering potentially changing from a "lift and shift" approach based on fixed costs to a more qualitative, service-based and outcomes-based model, there is perhaps a new opportunity to grow the BPO industry with a new offering. One of the primary reasons businesses choose to outsource is to reduce costs. However, this can also come with significant financial risks . If the cost of outsourcing increases due to changes in
10880-576: The customer contact specialist Ventura in exchange for a cash consideration of £65 million. On 28 February 2013, Capita bought the Fire Service College from the Department for Communities and Local Government for £10 million. In 2014, Pindar stepped down as Capita's CEO, he was replaced by Andy Parker . During 2015, the company acquired Avocis, a German call centre business, and Trustmarque Solutions from rival outsourcing group Liberata in exchange for £57 million. In 2016, it purchased Orange Bus,
11016-410: The decline. Iron and steel, however, were already well-run and nationalization was denounced and later reversed by the Conservatives. The economy was precarious during the age of austerity, as wartime restrictions and rationing continued, and the wartime bombing damage was slowly being rebuilt at great cost. The Treasury depended heavily on American money, especially the 1946 loan of $ 3.75 billion at
11152-508: The early acts of Blair's government were the establishment of the national minimum wage , the devolution of power to Scotland, Wales and Northern Ireland , major changes to the regulation of the banking system and the re-creation of a citywide government body for London, the Greater London Authority , with its own elected- Mayor . Combined with a Conservative opposition that had yet to organise effectively under William Hague , and
11288-505: The economy away from financial services . He advocated for more regulation of banks and energy companies and often addressed the need to challenge vested interests and increase inclusivity in British society. He adopted the " One Nation Labour " branding in 2012. The Parliamentary Labour Party voted to abolish Shadow Cabinet elections in 2011, ratified by the National Executive Committee and Party Conference. Henceforth
11424-761: The expense of the NHS and taxpayers and promised to "reduce the margins rip-off agencies are able to generate." The company established Primary Care Support England in September 2015, replacing former regional services provided by each local health authority. The new service was described as shambolic by the Local Optical Committee Support Unit and the Optical Confederation . A deal was negotiated to enable optician practices to claim interest, administrative costs and bank charges on late payments of General Ophthalmic Services fees by Capita. In August 2016,
11560-447: The first time in over 30 years there was serious doubt among the public and the media as to whether Labour could ever return to government. Kinnock resigned as leader and was succeeded by John Smith . The damage to the economy on Black Wednesday in September 1992 undermined the Conservative reputation for superior economic competence. By December, Labour had a comfortable lead in the opinion polls. The recession ended in early 1993 and
11696-439: The flexibility of an organization in different ways: Although the above-mentioned arguments favour the view that BPO increases the flexibility of organizations, management needs to be careful with the implementation of it as there are issues, which work against these advantages. Among problems, which arise in practice are: A failure to meet service levels, unclear contractual issues, changing requirements and unforeseen charges, and
11832-491: The formation of the first Labour government. The Conservatives called for high tariffs. Labour and Liberals both wanted free trade. Labour leader Ramsay MacDonald formed a minority government with Liberal support that lasted 10 months. The only domestic achievement was the Wheatley Housing Act , which expanded the large-scale public housing program that started in 1919 with support from all three major parties. MacDonald
11968-454: The global market or if the outsourced company increases its fees, the financial benefits can be eroded. In addition, hidden costs, such as transition and management costs, can also emerge. This can make outsourcing less financially viable than originally anticipated. Outsourcing also potentially leads to a loss of control over certain business operations. This can create challenges in terms of managing and coordinating these operations. Moreover,
12104-426: The government's rearmament program. As the threat from Nazi Germany escalated, the Party gradually abandoned its pacifist stance and came to support re-armament, largely due to the efforts of Bevin and Hugh Dalton . By 1937 they had persuaded the Party to oppose Neville Chamberlain 's policy of appeasement of Nazi Germany and Fascist Italy . However, as late as April 1939 the Party strongly opposed conscription for
12240-513: The growing deficit. In an era before Keynesian economics , the strong consensus among experts was for the government to balance its budget. Spending was cut again and again but MacDonald and his Chancellor of the Exchequer Philip Snowden argued that the only way to get an emergency loan from New York banks was to cut unemployment benefits by 10%. They pointed out that cost of food was down 15% and overall prices were down 10%. But in
12376-403: The highly unpopular poll tax , combined with the fact that the economy was sliding into recession . Major replaced the poll tax but Kinnock energized Labour with the theme "It's Time for a Change", after more than a decade of unbroken Conservative rule. The 1992 general election gave Conservatives a victory with a much-reduced majority of 21. It was a deeply disappointing result for Labour. For
12512-558: The industrial districts. Their leaders used the Methodist revival tradition to find ways to rally the membership. Several small socialist organizations formed and wanted power based on the working class ; the most influential was the Fabian Society , which was made up of middle class reformers. Keir Hardie worked for cooperation among the unions and left-wing groups such as his small Independent Labour Party (ILP). The Labour Party
12648-505: The larger share of the popular vote. Its 13.9 million vote total was the highest ever. Most of its innovation were accepted by the Conservatives and Liberals and became part of the " post-war consensus " that lasted until the Thatcher era of the 1980s. Labour spent 13 years in opposition. It suffered an ideological split, between the left-wing followers of Aneurin Bevan (known as Bevanites ) and
12784-487: The late 2010s and early 2020s. In May 2019, the company became the first FTSE 250 company in 30 years to appoint rank-and-file workers to its board. During early 2023, Capita acknowledged that hackers had breached its systems and stolen personal information of almost a hundred business clients. Capita was formed in 1984, as a division of the non-profit Chartered Institute of Public Finance and Accountancy (CIPFA). During 1987, it became an independent company with 33 staff as
12920-448: The leader of the modernisers, warned that the long-term weaknesses had to be reversed. He argued that the party was too locked into a base that was shrinking, since it was based on the working-class, on trade unions and on residents of subsidised council housing. Blair said that the rapidly growing middle class was largely ignored, as well as more ambitious working-class families. He argued that they aspired to become middle-class and accepted
13056-413: The leader of the party chose the Shadow Cabinet members. In March 2014, the party reformed internal election procedures, including replacing the electoral college system with " one member, one vote ". Mass membership was encouraged by creating a class of "registered supporters" as an alternative to full membership. Trade union members would also have to explicitly opt in rather than opt out of paying
13192-409: The leadership of Home Secretary Roy Jenkins such as the abolition of the death penalty ; the legalisation of abortion ; loosening restrictions on homosexuality , the abolition of theatre censorship , and legislation to outlaw racial discrimination The government put heavy emphasis on expanding opportunities through education: Comprehensive education was expanded at the secondary level and
13328-514: The left wing, reversed the highly controversial Manifesto proposals, expelled extremist factions like the Trotskyist Militant tendency , and began a process of modernization and acceptance of many Thatcherite innovations. In November 1990, Thatcher resigned and was succeeded by the less confrontational Thatcherite John Major . Opinion polls had shown Labour comfortably ahead of the Conservatives largely because of Thatcher's introduction of
13464-549: The likes of Capita possible. It is thought that such Alternative Business Structures ("ABS") could be lawful around October 2011. However, on 9 August 2010, it was reported that the Solicitors Regulatory Authority ("SRA") had found that the arrangement breached its rules in that it effectively amounted to an ABS. As a consequence, Optima Legal Services Lead Litigation and Property Partners, Philip Robinson and Anthony Ruane respectively were both severely reprimanded by
13600-494: The local constituencies. The left was led by Michael Foot and Tony Benn . They were keen on radical proposals as presented in the 1983 manifesto entitled "The New Hope for Britain". It called for extensive nationalisation of industry, with heavily centralized economic planning, and many additional controls on business. It demanded unilateral nuclear disarmament and withdrawal from the European Community. Labour's manifesto
13736-416: The major risk of losing independence, outsourcing leads to a different relationship between an organization and its contractor. Risks and threats of outsourcing must therefore be managed, to achieve any benefits. In order to manage outsourcing in a structured way, maximising positive outcome, minimising risks and avoiding any threats, a business continuity management model is set up. This model consists of
13872-410: The modernisers called for radical adjustment of Party goals by repealing "Clause IV", the historic commitment to nationalisation of industry. This was achieved in 1995. Blair continued to move the party further to the centre, abandoning the largely symbolic Clause Four at the 1995 mini-conference in a strategy to increase the party's appeal to " middle England ". The political philosophy of New Labour
14008-467: The new electorate with considerable success among working men, but far less success among women. As the Liberal Party collapsed, Labour became the official opposition to the Conservative government. Its support for the war effort demonstrated that the Labour Party was a patriotic and moderate force that solved problems and did not threaten class warfare. The 1923 election was a pivotal achievement with
14144-474: The occasional divestment dependent upon circumstance; some of this acquisitions, such as of the 2015 purchase of a former government research operation responsible for food safety , has been subject to criticism. During 2018, following a profit warning , dividend suspension, a £700 million rights issue , and other measures amid rising debts and a pensions deficit, the company's share value dropped by 47%. Several divestments of non-core divisions took place during
14280-527: The other hand, an academic study by the London School of Economics was at pains to counter the so-called "myth" that robotic process automation will bring back many jobs from offshore. One possible argument behind such an assertion is that new technology provides new opportunities for increased quality, reliability, scalability and cost control, thus enabling BPO providers to increasingly compete on an outcomes-based model rather than competing on cost alone. With
14416-410: The outsourced company might not fully understand or align with the hiring company's business culture, values, and objectives, leading to potential conflicts and inefficiencies. Quality control can become more challenging when business operations are outsourced. While third-party companies might be experts in their fields, they may not maintain the same standards as the hiring company. This can result in
14552-614: The party or were suspended over antisemitism-related incidents. In 2018, internal divisions emerged over adopting the IHRA Working Definition of Antisemitism , with 68 rabbis criticising the leadership. The issue was cited by a number of MPs who left the party to set up Change UK . An investigation by the Equalities and Human Rights Commission found the party responsible for three Equality Act breaches, including harassment political interference in antisemitism complaints. During
14688-412: The pound. Labour went on to unexpectedly lose the 1970 general election to the Conservatives under Edward Heath . Labour in opposition kept Wilson as Leader. The 1970s proved a difficult time to be in government for both the Conservatives and Labour due to the 1973 oil crisis , which caused high inflation and a global recession. The Labour Party was returned to power again under Wilson a few days after
14824-437: The real estate division, topped competition from other internal candidates to become the first workers' representatives on Capita's board. In September 2019, Capita announced that it was re-branding as a "purpose-led" living wage employer, changing its logo for the first time in 13 years. The company said that from April 2020, it will pay all 40,000 of its employees an independently verified "real living wage". This will involve
14960-494: The report authors maintained. Roughly 1,000 dentists, doctors and opticians could not work in 2016 due to delays processing new applications. Further failures included a backlog of 500,000 patient registration letters, failure to deliver medical supplies, and patients' medical records being lost or delayed. In March 2019, Simon Stevens announced that the cervical screening programme administration they had been running would be brought back in house. During 2014, Capita were awarded
15096-453: The rest of the Laborites with Conservatives. The 1931 election took place on 27 October. Labour had 6.3 million votes (31 percent), down from 8.0 million and 37 percent in 1929. Nevertheless, it was reduced to a helpless minority of only 52 members, chiefly from coal mining districts. The old leadership was gone. One bright note came in 1934 when Herbert Morrison led Labour to take control of
15232-520: The right-wing following Hugh Gaitskell (known as Gaitskellites ). The economy recovered as Conservatives hung together and chanted, "You Never Had It So Good.". The ageing Attlee contested the general election in 1955 , which saw Labour lose ground; he retired and was replaced by Gaitskell. Internal squabbling now focused on the issues of nuclear disarmament , Britain's entry into the European Economic Community (EEC), and Clause IV of
15368-615: The role of leader of the Parliamentary Labour Party (PLP). The Labour Party's first national conference in Belfast in 1907 helped shape many of its key policies. Never fully resolved was the puzzle of where the final decisions ought to lie—in the annual conference? the Parliamentary Labour Party (PLP)? The local chapters? The Trade Union Congress (which brought together the heads of most unions)? The conference created
15504-410: The same time Alder Hey Children's NHS Foundation Trust and Liverpool Heart and Chest Hospital NHS Foundation Trust terminated their contracts. In November, Mersey Care Trust revealed that "information governance issues" had been uncovered when the services were taken back in-house. Details of staff at other Merseyside trusts were sent to Liverpool Community Health Trust's HR department. The company
15640-482: The shortfall ranging between 21% and 45% every single year. According to the National Audit Office one of the main failings of the contract was the new recruiting website, that was delivered in 2017- four years late and three times the original cost. In 2020, the contract was extended for two further years, meaning that it will now terminate in 2024. The Public Accounts Committee stated that Capita entered into
15776-485: The size of the total outsourcing industry in China, including not only the BPO industry but also IT outsourcing services, at $ 130.9 billion. Labour Party (UK) The Labour Party is a political party in the United Kingdom that sits on the centre-left of the political spectrum. In a broader sense, the party has been described as an alliance of social democrats , democratic socialists and trade unionists . It
15912-560: The sub-segments of business process outsourcing industry. The main advantage of any BPO is the way in which it helps increase a company's flexibility. In early 2000s BPO was all about cost efficiency, which allowed a certain level of flexibility at the time. Due to technological advances and changes in the industry (specifically the move to more service-based rather than product-based contracts), companies who choose to outsource their back-office increasingly look for time flexibility and direct quality control. Business process outsourcing enhances
16048-465: The suspicion that these companies are just driven by a profit motive, and the incentive is to get the assessments done, but not necessarily to get the assessments right. They are the ugly face of business." In September 2021, it was revealed that Capita had been paying thousands of its employees below the minimum wage. Capita admitted in April 2023 that hackers breached its systems a month earlier and stole
16184-575: The vote, its greatest share since 2001 and the biggest increase in vote share in a single general election since 1945 . The party gained a net 30 seats with the Conservatives losing their overall majority. From 2016, the Labour Party faced criticism for failing to deal with antisemitism . Criticism was also levelled at Corbyn. The Chakrabarti Inquiry cleared the party of widespread antisemitism but identified an "occasionally toxic atmosphere". High-profile party members, including Ken Livingstone , Peter Willsman < and Chris Williamson , left
16320-567: The war illegal and a violation of the UN Charter . The Iraq War was deeply unpopular in most western countries, with Western governments divided in their support and under pressure from worldwide popular protests . The decisions that led up to the Iraq war and its subsequent conduct were the subject of the Iraq Inquiry . In the 2005 general election , Labour was re-elected for a third term, but with
16456-446: The way for Harold Wilson to lead the party. A downturn in the economy and a series of scandals in the early 1960s had engulfed the Conservative government by 1963. The Labour Party returned to government with a 4-seat majority under Wilson in the 1964 general election but a landslide increased its majority to 96 in the 1966 general election . Labour was responsible for a number of sweeping social and cultural reforms mostly under
16592-450: Was a continuation of the trend that had begun under the leadership of Neil Kinnock . New Labour as a name has no official status, but remains in common use to distinguish modernisers from those holding to more traditional positions, normally referred to as "Old Labour". New Labour is a party of ideas and ideals but not of outdated ideology. What counts is what works. The objectives are radical. The means will be modern. The Labour Party won
16728-410: Was a repudiation of the Post-war consensus from the left. It alienated so many moderates, skilled workers and the general public that it was ridiculed as the " longest suicide note in history ." Some top leaders quit the Labour Party and formed a new Social Democratic Party , but it could not survive. After Labour's massive defeat in the 1983 General Election , Neil Kinnock replaced Foot. He defeated
16864-407: Was awarded a four-year contract to become sole provider of administrative services including payment administration, management of medical records and eligibility lists of practitioners for GPs, opticians and dentists across the UK by NHS England in June 2015. In July 2016, it was reported that there was "a large backlog of unprocessed correspondence relating to patients". It was earlier reported that
17000-457: Was epitomised in the Beveridge Report of 1942, by the Liberal economist William Beveridge . The Report assumed that the maintenance of full employment would be the aim of post-war governments, and that this would provide the basis for the welfare state . Immediately upon its release, it sold hundreds of thousands of copies. All major parties committed themselves to fulfilling this aim, but
17136-403: Was followed by a sharp fall in unemployment, together with sustained economic growth. Nevertheless, the Labour lead in the polls remained strong. Smith died suddenly in May 1994, and Tony Blair became leader. Once again the battle resumed between the old guard on the left and the younger "modernisers". The old guard argued that they were regaining strength under Smith's strong leadership. Blair,
17272-662: Was formed by unions and left-wing groups to create a distinct political voice for the working class in Britain. In 1900 the Trades Union Congress (TUC), an umbrella body for most unions, sponsored a national conference to unite into a single party that would sponsor candidates for the House of Commons. The conference created the Labour Representation Committee (LRC), as a coalition of separate groups with Ramsay MacDonald as secretary. The fearsome issue for labour
17408-472: Was founded in 1900, having emerged from the trade union movement and socialist parties of the 19th century . It was electorally weak before the First World War , but in the early 1920s overtook the Liberal Party to become the main opposition to the Conservative Party , and briefly formed a minority government under Ramsay MacDonald in 1924. In 1929, Labour for the first time became the largest party in
17544-428: Was influenced by the party's development of Anthony Giddens ' Third Way which attempted to provide a synthesis between capitalism and socialism . New Labour was first termed as an alternative branding for the Labour Party, dating from a conference slogan first used by the Labour Party in 1994, which was later seen in a draft manifesto published by the party in 1996, called New Labour, New Life For Britain . It
17680-560: Was much more successful in foreign policy. He helped end the impasse over German payment of reparations by enlisting Washington to launch the Dawes Plan. Much more controversial was his decision to recognize the Soviet Union. That ignited an anti-Communist backlash that exploded four days before the 1924 election in the fake Zinoviev Letter in which Kremlin supposedly called for revolutionary uprising by British workers. The 1924 election saw
17816-459: Was originally planned to start in March 2015, will now take place in "mid-2015" and the cost, which was originally budgeted at €25 million has increased to €27 million. In 2012, Capita was awarded a 10 year long recruiting contract for the British Army , worth £1.3 billion. However, they have been greatly criticised, as they failed to meet the army's recruiting target every year up until 2020, with
17952-477: Was reported that at least five of eight Liverpool NHS Trusts which had contracted their payroll and recruitment to Capita in 2012, were withdrawing because of concerns about the quality of the service provided. Several NHS trusts contracted with the company for human resources services. West London Mental Health NHS Trust cancelled their contract in September 2014, after the company proved "unable to meet acceptable 'time to hire' targets", particularly for nurses. At
18088-494: Was subject to criticism when it proposed to cut firefighter numbers at HMNB Clyde and RNAD Coulport , two nuclear warhead facilities, by 15% less than two years after the contract was awarded. This was described as a purely cost-cutting measure, as the firm is set to request the Scottish Fire and Rescue Service to backfill the gaps in response. In December 2020, an industry consortium led by Capita, called Fisher Training won
18224-481: Was the 1901 Taff Vale legal decision which made most strikes illegal; the urgent goal was to get Parliament to reverse it. The LRC cut a secret deal with the Liberal Party : they would not compete against each other in the 1906 general election . Voters gave the Liberals a landslide with 397 seats out of 664; the new LRC won 29 seats. The LRC renamed itself "The Labour Party", with veteran MP Keir Hardie narrowly winning
18360-656: Was to keep the Empire in business. Under Ernest Bevin 's leadership, London pushed Washington into an anti-Communist coalition that launched the Cold War in 1947 and established the NATO military alliance against the USSR in 1949. Furthermore, independent of Washington London committed large sums to developing a secret nuclear weapons programme . In the 1951 general election , Labour narrowly lost to Churchill's Conservatives, despite receiving
18496-624: Was unable to say how many were affected in what the Cameron fund – a GP hardship charity – blamed on "another botched privatisation." Inadequacies by Capita may have put patients at risk. The National Audit Office maintains almost 90 women were told incorrectly they were no longer in the cervical screening programme. Patients could have been at risk due to trouble with the 'performers list' a list of NHS dentists, GP's and opticians. "The failure to update performers lists may have compromised patient safety in cases where practitioners should have been removed,"
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