Rehana Azam, the national secretary for public services at the GMB union, said: “Public services are predominantly delivered by people so it’s hard to see how they’re going to provide a cost-efficient service from call centres in another country.
“We’d want to sit down with Capita and make sure people are treated fairly in any process that ends with them losing jobs.”
Azam cast doubt on whether using robots to automate some of its systems would work. “We’ve never had a good track record with private providers delivering computerised systems. I’d like to see where there have been good examples of that kind of automation.”
The public sector’s always been so good at computerisation, hasn’t it?