As a former Capita person who has worked with a few clients in the public space, they absolutely didn't underestimate anything. They wrote a contract full of w

As a former Capita person who has worked with a few clients in the public space, they absolutely didn't underestimate anything. They wrote a contract full of wiggle room and loopholes that they could then feign ignorance over yet allowed them to constantly exaggerate and charge for the most minor of "misunderstandings" in implementation.