Fujitsu has discharged Capita from a front-end customer service contract prior to its completion. The announcement comes after reports suggesting that Capita’s service delivery has been poor.

The contract was part of a £500m deal between the Post Office and prime contractor Fujitsu to provide a next-generation network (NGN) broadband experience, combined with enhanced customer care and billing solutions for five years, which started in 2012.

TalkTalk and MDS are also part of the deal, delivering network services and advanced consumer billing respectively. Capita was in charge of the call centre arm of the contract.

The Register reports that a new contract has been awarded to HGS to deliver call centre services via its Scotland and Preston offices. The transfer of services is expected to be completed by the end of November. In the meantime, the majority of Capita’s staff are being relocated and moved onto other contracts. However, staff unable to relocate have the option to TUPE to HGS.

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