Capita drops Finsbury in drive to improve image

Capita, the company that operates London’s congestion charging scheme, has switched financial PR agencies as it strives to improve its service.

The FTSE 100-listed company, which mainly provides back office and support services to government, transport and the private sector, has awarded the contract to Financial Dynamics following a review of internal and external comms.

Capita group marketing director Shona Nichols confirmed that the group had appointed FD, but declined to provide details.

However, it is understood that FD beat off The Maitland Consultancy and M: Communications for the account. Finsbury, which has held the account since July 2001, was invited to repitch but did not do so.

FD took over Capita’s financial PR, investor and analyst relations this month at a key juncture for the company. Transport for London is deciding whether to extend its contract to run London’s Congestion Charge zone for another year to 2009 and allow it to operate a proposed extension of the zone to Kensington and Chelsea.

Liberal Democrat members of the London Assembly claimed last month that Capita missed 21 per cent of its 39 performance targets in October 2004, though TFL says it is pleased with the ‘dramatic improvement’ that Capita has made in areas such as customer service.

Capita has also attracted criticism for failing to cope with requests for background checks at the Home Office’s criminal records bureau, which it runs.

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