Redesigning administrative services at West Sussex County Council

Re-shaping the back office to reduce costs and enhance service delivery

The challenge

West Sussex County Council wanted their administrative office services function – the platform from which many front line services are delivered - to be streamlined, resilient and more efficient across the entire council. By re-shaping the way office services were delivered and through enhanced use of technology, the aim was to reduce the cost and time of running administrative operations while improving customer service levels.

Our solution

As part of a 10 year strategic partnership, Capita Local Public Services has worked closely with West Sussex and its employees, to re-design the way administrative functions are delivered across all services. It has achieved £2m worth of savings to date and by taking a holistic view of the administrative tasks across the Council, a combination of consolidated administration hubs, resilience services and specialist administrative teams have been put into place to best meet individual service needs and skills across the workforce. West Sussex now has the right level of resource and specialist knowledge to support service delivery. And, through a specially designed training and development programme, employees have been up-skilled to work in multiple service areas meaning resource can be managed in line with demand.

“West Sussex had made good progress in making changes in our back office but the partnership with Capita has enabled us to really make the savings we needed to. With Capita’s support, we now have a more streamlined and resilient administration function which was achieved without any impact on service delivery - a great example of partnership working.” Head of Business Change, West Sussex County Council

West Sussex County Council and Capita partnership


With Capita as a partner we were able to establish strong working relationships and tackle the transformation of services together. Combining our knowledge within the Council and Capita’s experience and capability of delivering transformational programmes, we have made significant step changes in the way we deliver services.

Chief Operating Officer, West Sussex County Council.

Improving financial processes at West Sussex County Council


By re-shaping service delivery and through Capita’s investment in new technologies, we now run a much slicker and effective finance service. It’s enabled us to benefit from costs savings, to transform our procurement process and fundamentally, improve performance for our suppliers and service users.

West Sussex County Council

How e-forms improved the usability of West Sussex County Council’s website


Prior to the current e-form, an initial referral would take, on average, 2 hours to process. With the Umbraco form, an initial referral takes approximately 1 hour to process. This includes saving, printing and copying all attachments.

West Sussex Council Officer, Special Needs Assessment team