We know that our clients and their customers entrust Capita to hold, manage and process some of their most valuable and sensitive data. Which is why, as we work to deploy AI and Generative AI solutions to improve customer outcomes, we’re steadfast in our commitment to using AI responsibly.
We understand the apprehension that some of our stakeholders may have around the use of AI. While AI presents more opportunities than risks, inherent challenges do remain. We’re working to mitigate these and are taking the lead to build a wholly transformed company that delivers leading and safe AI solutions. That means adhering to the right principles and having the right guardrails in place for every client and customer.
To achieve this, we’ve established our AI principles, incorporating worldwide guidelines such as the Open Web Application Security Project (OWASP) and Anthropic’s responsible scaling policy, among others. We’ve also set up a Generative AI Oversight Committee and we provide continuous training for our people on the responsible use of AI.
We know we must get this right – any overstep of the guardrails can create a bigger problem than the problems we’re solving.
Uphold human governance and safety
We commit to maintaining human oversight in critical decision-making and reject the development or deployment of AI systems that could cause harm to humans.
Protect privacy and fairness
We pledge not to use AI to infringe on individual privacy rights and to avoid deploying AI systems that could perpetuate bias or discrimination, upholding fairness in all applications.
Ensure transparency and accountability
We will ensure that AI systems are transparent, and their decisions can be explained, fostering trust and accountability in our AI applications.
Adhere to ethical and legal standards
We commit to rigorously and consistently evaluate AI to prevent unintended consequences and ensure alignment with Capita’s ethical values and legal obligations.
Commit to security
We will enforce robust protection against cyber threats, ensuring the security of our AI systems and the data they process.
These are grounded in our company values and are designed to ensure AI is used responsibly: we’re 100% committed to upholding these principles in all our AI initiatives.
Inclusive
Ensure AI systems respect the societal values of all those impacted, not just those of the creators, creating AI solutions that are fair, human-centric and free of inherent biases.
Trustworthy
Develop AI systems that embody trust and ethics to achieve accuracy and reliability, ensuring the outputs are trustworthy and dependable.
Transparent
Foster open and inclusive development and consumption of AI, welcoming diverse perspectives and ensuring AI output is interpretable and explainable.
Accountable
Establish clear oversight by individuals over the full AI lifecycle by providing opportunities for feedback and relevant explanation whilst also allowing appropriate human direction and intervention (keeping humans ‘in the loop’ as the final arbiter).
Secure
Implement robust security and diligent technology selection measures to provide robust AI system architecture ensuring coherent enterprise integration and interoperability whilst protecting against potential threats.
Governed
Develop AI systems with strong consideration for privacy and data governance, respecting confidentiality and intellectual property rights.
Adaptive
Commit to continuous learning and development of AI systems and ways of working, adapting through feedback loops, user education, and regular compliance auditing to remain aligned with ethical, legal, and societal standards.
