Moneo writes: Issues with Capita demonstrate why good service delivery is key

Since I last wrote about Capita and its version of good service delivery much has been said. It was pleasing to see our professional bodies stung into action and actually start talking to the people that pay them, namely us. There can be no doubt that these bodies are working tirelessly to try to get Capita to deliver some sort of functional service.

The problem is that we as a profession always seem to be so trusting. As soon as anyone tells us everything is fine, or everything is getting better we seem to think we have secured a major victory and that everything will be fine. So it has been with Capita. Recently we have heard they are putting more people on the job, they are working night shifts, and they hope to have things running properly by the end of the year. Now of course what that means in reality is the debacle will continue for another three months at least. But if we take the glossiest shiniest picture then it would appear all is well and what we have been told we can believe. But can we?