No-one reads the title anyway...
Capita certainly have a knack for taking expert customer focussed companies and turning them in to faceless short term money making machines.
For example, I was working for them through the millenium change over and they just couldn't understand why, having replaced 80% of the kit at our fixed base of clients in12 months, we were unlikely to meet the compulsory 20% on top of the 1999 income.
Capita owes its success to the lazy nature of public sector and large customers - you'd like to think that that this kind of corporate and manglement failure would lead to a mass exodus of customers, even the public sector ones. What happened in my case was that within 12 months the 10 strong team of fantastic engineers were all but gone, but unbelievably most of the clients were still there.
Mine's the one with the Dummies Guide to Being Outsourced and a letter saying simply "ya boo sucks" in the pocket.