Capita
Capita, a leader in tech and AI adoption, partnered with CPS to migrate from Project Online to Planner, enhancing governance, reporting and building a future-ready, AI-enabled PPM platform.
Client Stories
Capita
Published 30/11/2025
About Capita
Capita, a technology-forward leader in business process services, has long prioritised innovation and strong project management capabilities to deliver exceptional value for both clients and internal teams. In line with this commitment, Capita’s TechOps division identified a significant opportunity to modernise its project management ecosystem by adopting the latest Microsoft technologies including Copilot. This strategic transformation is designed to elevate efficiency, strengthen governance, and enhance collaboration, ensuring Capita continues to set the standard for excellence in delivery.
Industry: Professional Services
Location: London, United Kingdom
Products and services:
Microsoft Teams Integration: Provided a central, collaborative workspace where project managers access plans, templates, approvals, and dashboards seamlessly within Teams.
Power Platform (Power Apps, Power Automate, Dataverse): Used to replicate and enhance Capita’s existing processes, including customised approval flows, automated task handling, and structured project governance.
CPS PPM Accelerators: Enabled a rapid, low-risk migration from Project Online with like-for-like functionality, enhanced automation, and configurable governance aligned to best practice.
Power BI for Reporting & Dashboards: Delivered improved visibility by integrating project data into dynamic dashboards, enabling faster insights and decision-making.
Project Online (POL) Migration Services: End-to-end assessment, design, data transition, and validation to move from POL to a future-ready Microsoft 365 PPM environment.
Discovery & Design Workshops: Collaborative sessions to map Capita’s existing processes, governance requirements, and reporting structure, ensuring the new solution aligned with their mature PMO needs.
Training, Enablement & Knowledge Transfer: Bespoke sessions for technical leads and PMO members to ensure confidence, autonomy, and long-term ownership of the platform.
We wanted to replicate what we already had but make it better. Planner with premium features (Project for the web) is much more user-friendly, integrates with Teams, and supports our governance needs.
The Challenge
Capita’s PMO function is highly mature, with a strong focus on governance, assurance, and delivery for their customers. Their project management environment was deeply tailored to support complex approval processes, risk management, and advanced reporting through Power BI. To build on this foundation and align with modern ways of working, Capita’s TechOps division saw an opportunity to evolve.
Key challenges included:
- Desire for futureproofing – Capita wanted a platform that could embrace AI, automation, and integrate seamlessly with the Microsoft 365 ecosytem.
- Need for continuity – The new solution had to replicate existing processes, templates, and governance, while making improvements where possible.
- User experience – Project managers needed a more intuitive, Teams-integrated tool to reduce manual work and improve consistency.
Capita came to every workshop with the right people, detailed processes, and clear requirements. This made it easy to understand their needs and design a solution that truly fit.
The Solution: Empowering Project Management with CPS PPM Accelerators
Capita partnered with CPS to deliver a rapid, low-risk migration from Project Online to Planner with premium features using CPS’s proven PPM accelerators.
Discovery & Design
CPS began with in-depth workshops to map Capita’s current processes and requirements.
Migration & Customisation
- Like-for-like migration – CPS’s accelerators enabled a direct transfer of Capita’s mature processes, including complex approval flows, risk and issue management, and reporting.
- Enhanced automation – Manual tasks, like finding and applying the right templates, were automated, saving project managers time and reducing errors.
- Custom governance – CPS built in robust, configurable approval processes, simplifying a matrix of over 160 possible approval paths into a user-friendly interface.
- Training & enablement – CPS delivered bespoke training for Capita’s technical leads, ensuring they could manage and evolve the new platform independently.
Our accelerator gave Capita a like-for-like replacement but also improved on their designs and automations. Their project managers now have the right templates, approvals, and reporting at their fingertips.
The Results
- Rapid deployment and collaborative working meant Capita went live on schedule, delivering the new platform in just 12 weeks.
- Improved user experience allowing project managers now benefit from Teams integration, easier access to templates, and a single dashboard view of all projects and statuses.
- Better reporting with Power BI integration providing a seamless, faster, and easier access to project data and dashboards.
- Future-ready for AI, Copilot, and further enhancements, supporting Capita’s ongoing digital transformation.
- Self-sufficiency ensuring Capita’s PMO team is empowered to manage and extend the solution, with ongoing support from CPS as needed.
We’ve achieved exactly what we set out to do, but this is just the starting point. The foundations are in place for us to build a hugely powerful, AI-enabled tool that underpins all our governance and reporting.
— Kim Etheridge
Why CPS?
CPS’s expertise, accelerators, and collaborative approach were critical to Capita’s success.
CPS were with us every step of the way. From the outset, we could see why they were absolute trusted partners by Microsoft, never afraid to challenge our thinking or suggest better, more streamlined ways of working. Their team took the time to truly understand our needs and brought best practice to every workshop and decision. Even when we faced delays or bumps in the process, CPS remained focused on delivering exactly what we needed, on time and with total commitment. We went live exactly as promised, and I’m hugely proud of the relationship we built. CPS gave us the confidence that our new platform would deliver for our customers and be ready for the future. We truly felt like partners, not just clients.
— Kim Etheridge, Head of PMO, TechOps, Capita
Capita’s advice for Others
Don’t wait. Embrace Planner with premium features (Project for the web) and CPS’s accelerators. Fail fast, learn, and you’ll quickly see the benefits. It’s not a challenging journey; it’s a fulfilling one.
— Kim Etheridge
Ready to Transform Your Project Management?
If you’re facing the end of Project Online or want to modernise your project management with Microsoft’s latest tools, contact CPS today. Our PPM accelerators and expert team will help you migrate with confidence, minimise risk, and unlock new value for your organisation.
Let’s chat.
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