WEBVTT

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We're at a point where labor can go
infinite. Labor can be scalable,

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and labor can be available 24-7, 365,
across the globe, on demand.

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And what's happening right now is a
bigger shift than that—a thousand times

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bigger than what happened in
the cloud revolution.

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Thank you for joining us today, Sameer.

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- Thanks for having me and Capita.
- Great to have you.

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I want to dig into one point today that
I've noticed working with you over the last two years or so.

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A lot of your, I would say,
other players in the market really think

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about their tech stack very much—you know,
bottom up, from the chips,

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up to the front end.

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I think you approach it fundamentally
different.

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You approach it essentially top down with
a process-first lens.

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And I think that's also partially driven
by the fact that your customers or

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clients come to you expecting you to handle and
deliver outcomes across very complex processes.

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Can you go a little bit more into detail
on how you think about that?

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Let's talk about what's happening
in the industry.

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I'm old enough to remember 2007 when the
cloud first came about.

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And what did cloud do?

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It really took compute and storage
infinite. It made it elastic,

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it made it available pretty much 24-7,
365, for anyone who wanted to use that.

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And what's happening right now is a
bigger shift than that.

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We're at a point where labor can go
infinite. Labor can be scalable,

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and labor can be available 24-7, 365,
across the globe, on demand.

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And that,
if you believe the numbers out there,

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and I do, is a thousand times
bigger than what

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happened in the cloud revolution.

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And so when you talk about
labor going infinite,

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you really want to look at what labor does—
what are the high-value outcomes

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that labor delivers.

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So we started with a customer-first
approach and really trying to understand

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what do our employees deliver to the UK citizenry through
very hard work for the last few decades.

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What do they actually do?

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What outcomes do they deliver?

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And we started seeing that 60, 70,
80 percent is repetitive work,

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but now it's the opportunity to take away
all of that mind-numbing work from our

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employees and allow them to focus on the
high-value, empathetic items.

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But that starts with understanding what
actually gets done.

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You could go look at a
standard operating procedure,

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but that only will give you a starting point.

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There will be a thousand variants of that
theme in production.

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And so capturing that telemetry of work
that exists in our people's brains,

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that exists in their everyday routines
that they execute,

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and then using that to "agentify" through
a local platform is really where we are focusing.

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And we're relying on our technology partners—
the hyperscalers and the data platform partners—

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to give us the platform
to look at the telemetry of work,

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to understand it, to agentify it, and to increase the throughput and
productivity of our employees.

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So think of it as a very diametrically
opposing approach.

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We love the fact that there is trillions
of dollars of investment going into the chips,

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into the platforms, into the data centers.

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Without that, we couldn't do what we do.

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But our value is going to come when we
understand work, how to agentify work,

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and how to increase the throughput, and,
you know,

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the job satisfaction of our employees,
which then translates to more satisfied citizens,

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lower waiting times in the UK market.

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And that's the stat we're rolling out.

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And I must say that this is one of
the—one of the most exciting rollouts

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I've been part of,
and it's really resonating in the market.

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And thank you for all your help putting
it together.

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Thank you. It's great to see the journey and the
focus you have on the outcomes that you

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deliver to your clients.

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Thank you, Sameer.

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Thank you, Max, for having us again.