PwC and Capita appointed to replace Action Fraud

PwC and Capita have been appointed by the City of London Police as the two new providers of a fraud and cybercrime reporting service which will replace Action Fraud.

PwC UK will provide the technology services for the crime and intelligence management that underpins the National Fraud Intelligence Bureau (NFIB), and will also help the City of London Police integrate and manage the services.

Capita has been appointed to operate the contact centre on behalf of the City of London Police and provide the technology to enable reporting, such as a new website and reporting tool. 

The new service, which becomes operational in Q2 2024, will:

• Make it easier for everyone to report fraud and cybercrime, taking the burden out of reporting and speeding up the time it takes to report.
• Let victims know what has happened with their report, including when reporting has aided others to be protected.
• Protect more people and businesses from fraud and cybercrime through giving targeted and timely advice on how to avoid the latest fraud threats.
• Significantly improve the speed and quality of information provided to law enforcement partners, boosting their chances of successful prosecutions.
• Block and disrupt crime through providing real time information to institutions and organisations who can take down fraudulent websites, activities and bank accounts which we know are enabling criminal activity.

Reports made to the new service, as well as those reports made to CIFAS and UK Finance, will continue to be sent to the National Fraud Intelligence Bureau (NFIB), based within the City of London Police, for analysis.

The new service has received £152m of funding from the Home Office and City of London Corporation to support the build and run of the service for the next five years.

Angela McLaren, commissioner of the City of London Police, said: “The transformation of the current Action Fraud and National Fraud Intelligence Bureau is a much needed and critical component of the national Fraud Strategy. 

“Key to success is having the right supply chain, and, after a rigorous procurement process, I am confident we have secured quality suppliers who will work with us in delivering our aims and objectives.”

Jon Lewis, Capita’s CEO, added: “We are incredibly proud to be chosen to deliver the new fraud reporting service for City of London Police, and are focused on providing an empathetic and seamless service for all potential victims of fraud.

“This new contract is testament to our proven track record of delivering digitally enabled customer management for citizens – including some of the most vulnerable people in society – and reflects our commitment to delivering an outstanding service to our public sector clients.”

Scott Logan, partner at PwC UK, concluded: “The recently published National Fraud Strategy was an important step forward in the UK’s fight against cybercrime and fraud. We’re privileged to be delivering the technology solution which will help underpin that fight.

“We look forward to working alongside City of London Police and our technology alliance partner, Palantir, bringing our experience in delivering technology programmes and expertise in managing risks around cyber and economic crime to help deliver this vital service to citizens and businesses.”