Capita Business Services Limited

Capita ePayment Collection Networks

Capita partners with both PayPoint and the Post Office, two of the leading payment collection networks to provide a service where customers can make payments to the Organisation at nearly 40,000 locations. Payments made will be managed by Capita, passing swiftly through to the Organisation’s bank account.


  • Payments are accepted through Post Offices and PayPoint retail outlets.
  • Payment by cash/ cheque and in some outlets, card.
  • Payer identified by IIN on card or barcoded bill.
  • Daily payment file for reconciliation with back office systems.
  • Payment settlement file provided to each user organisation.
  • Card printing and fulfilment service available.
  • IIN Code printing on stationery service available.
  • Income reconciliation and reporting.


  • Extends payment choice to include convenient local retail outlets.
  • Socially inclusive, convenient for those who prefer cash payments.
  • Over 40,000 convenient outlets where your customers can pay.
  • Socially inclusive, convenient for those who prefer cash payments.
  • Complements other Capita services, eg, internet and DTMF payments.
  • Helps removes cash and cheque processing within your organisation.
  • Reduced overall running costs .
  • Faster settlement times deliver improved cash flow.
  • An all-round smoother payments experience for your organisation.
  • There are is no on-site hardware or set-up needed.


£0.36 a transaction

Service documents


G-Cloud 12

Service ID

4 3 5 9 4 6 5 0 8 6 1 9 1 9 5


Capita Business Services Limited Capita Business Services Ltd
Telephone: 08702407341

Service scope

Software add-on or extension
Cloud deployment model
Private cloud
Service constraints
Scheduled maintenance is carried out in the early morning of the third Sunday in every month. Reminders are communicated to key customer contacts in advance – this allows us to apply key routine security patch updates to our managed infrastructure. We also apply software upgrades from time to time – again these are communicated well in advance and carried out at times when there is little demand on the service.
System requirements
Payment End of Day file downloaded over HTTPS://

User support

Email or online ticketing support
Email or online ticketing
Support response times
Capita has a dedicated help desk which is able to answer many queries immediately over the telephone and is available Mon-Fri from 08:00 to 18:00, excluding English public holidays. Issues are prioritised and target times for resolution take into account the severity. We do not provide a manned help desk at weekends.
User can manage status and priority of support tickets
Phone support
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
Onsite support
Support levels
Priorities have target times for response – High 4 Hours, Medium 24 Hours, Low 4 working days. There is no variation in support levels – all customers get the same. The help desk has access to personnel with the requisite technical and cloud expertise.
Support available to third parties

Onboarding and offboarding

Getting started
For all those services that are used by customer employees we provide on-site training – this is typically delivered on a train-the-trainer basis where we train selected personnel who then cascade the information on to appropriate colleagues. This can be delivered either on-site or via a webinar. We also provide User Guides. For services accessed directly by members of the public, formal training would be impractical, although the payment process is very straightforward and easily understood and assistance can be given by employees at the outlet at which payment is being made.
Service documentation
Documentation formats
End-of-contract data extraction
Depending on the data required, authorised users would be able to export in file format, we can assist with this if required. Details such as credit/ debit card details cannot be made available.
End-of-contract process
Access to existing services would be blocked for applicable organisations on termination of contract. No specific charge is applied for such offboarding.

Using the service

Web browser interface
Application to install
Designed for use on mobile devices
Service interface
Description of service interface
Accessible over the counter at Post Office and PayPoint outlets.
Accessibility standards
None or don’t know
Description of accessibility
Accessible for payments made through Post Office and PayPoint outlets.
Accessibility testing
None to date - although we are happy to consider for any appropriate technology on request.
Customisation available
Description of customisation
Customers can define a number of features – such as, funds/ services that can be paid for/ methods of payer identification – Barcode/ Swipecard or both/ Payment Outlets – Post Office/ PayPoint or both. These changes need to be configured by Capita.


Independence of resources
We solely manage the payment settlement process – payment at point of sale is managed by the Post Office and PayPoint.


Service usage metrics


Supplier type
Not a reseller

Staff security

Staff security clearance
Conforms to BS7858:2012
Government security clearance
Up to Baseline Personnel Security Standard (BPSS)

Asset protection

Knowledge of data storage and processing locations
Data storage and processing locations
United Kingdom
User control over data storage and processing locations
Datacentre security standards
Managed by a third party
Penetration testing frequency
At least once a year
Penetration testing approach
Another external penetration testing organisation
Protecting data at rest
  • Physical access control, complying with another standard
  • Other
Other data at rest protection approach
Physical access control complies with PCI standards. We do not encrypt all data, only specific data (largely for PCI) such as the PAN, also for some emails and names.
Data sanitisation process
Data sanitisation type
Deleted data can’t be directly accessed
Equipment disposal approach
A third-party destruction service

Data importing and exporting

Data export approach
Application can be customised to export data to feed external systems and these can be run as a scheduled process.
Data export formats
Data import formats

Data-in-transit protection

Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • Other
Other protection between networks
All connections into our service are by public internet using TLS1.2 in line with PCI guidelines.
Data protection within supplier network
Other protection within supplier network
Applications in the DMZ pass data over SQL direct connections and HTTPS to the authorisation service and the SQL server. We protect the data by ensuring that this traffic is only internal to the network and not externally accessible or transmitted; our internal PCI network is ‘ring fenced’ from all other users’ network traffic.

Availability and resilience

Guaranteed availability
Our availability target is 99.5% as a 3-month rolling target, excluding planned maintenance windows, as are communicated in advance. We do not offer service credits or subscribe to any penalties as part of our standard service offering.
Approach to resilience
Service is resilient within our twin data centres, using an Active / Passive approach. Failure of a data centre would result in invocation of a formalised Disaster Recovery Plan.
Outage reporting
Emails are the primary form of communication, a dashboard is also available.

Identity and authentication

User authentication needed
Access restrictions in management interfaces and support channels
The management interface is not that extensive, as it consists purely of routines to upload balance files and download end-of-day payment files for reconciliation purposes.
Access restriction testing frequency
At least once a year
Management access authentication
Username or password

Audit information for users

Access to user activity audit information
Users receive audit information on a regular basis
How long user audit data is stored for
At least 12 months
Access to supplier activity audit information
You control when users can access audit information
How long supplier audit data is stored for
At least 12 months
How long system logs are stored for
At least 12 months

Standards and certifications

ISO/IEC 27001 certification
Who accredited the ISO/IEC 27001
ISO/IEC 27001 accreditation date
What the ISO/IEC 27001 doesn’t cover
We have been ISO certified for several years and not only do we adhere to the certification we continually look for improvement opportunities.
ISO 28000:2007 certification
CSA STAR certification
PCI certification
Who accredited the PCI DSS certification
PCI DSS accreditation date
What the PCI DSS doesn’t cover
The rigorous demands of a PCI DSS certification demonstrate that all aspects around card handling and security are seen to be compliant.
Other security certifications

Security governance

Named board-level person responsible for service security
Security governance certified
Security governance standards
  • ISO/IEC 27001
  • Other
Other security governance standards
Information security policies and processes
Capita conforms to group information security policies at high level and divisional information security managers cascade group changes down to sites. There are also local site information security policies and the security officer on-site ensures policies are followed.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Changes and additions to infrastructure or any release component are captured down to component/ version level via a mature change management process within which changes are recorded via electronic request for change submissions. This process incorporates full business stakeholder sign-off via a CAB (Change Advisory Board) which includes full impact and risk assessment with emphasis on security.
Vulnerability management type
Vulnerability management approach
We consistently meet the stringent demands that are dictated by the PCI DSS annual assessment and in doing so must be able to demonstrate our position as to how we ensure that we have the rigid policies in place to manage assessment of threats, deployment of patches and obtaining information about potential threats.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Potential compromises are identified from a layered approach of Intrusion Prevention Systems (IPS), firewall alerting, centralised logging and system performance monitoring. A security incident response plan is in place to respond to a potential compromise. Any incident, whether it be security or impact of service related, is acted upon as soon as it is discovered. There is a 24/7 employee alerting process.
Incident management type
Incident management approach
We have an internal process that is designed to cover common events, including escalation, communication and resolution management.

Secure development

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks


£0.36 a transaction
Discount for educational organisations
Free trial available

Service documents