Capita awarded nine year customer services delivery contract with Lambeth Council

Capita’s Local Public Services has secured a £3.4m contract with Lambeth Council to manage customer services across a broad range of council services.

The contract, awarded via Lambeth Council’s London wide framework agreement, will run for nine years alongside existing customer service support, that includes 23 front line services as well as a revenues service which is managed by Capita.

In addition to providing customer service support across six new areas, Capita will be working with Lambeth Council to optimise contact centre processes as part of the council’s wider customer access programme, and invest in employee training to ensure that as many enquiries as possible can be resolved in a single call to the Council.

Giles Reid, sales director, Capita Local Public Services, said:

“It’s a superb vote of confidence to be able to build upon our current work with Lambeth and expand our current service offering. Our work with Lambeth will ensure that the customer remains at the heart of all activity.”

David Ashmore, director revenues, benefits and customer services, Lambeth Council, said:

“Lambeth Council is focused on ensuring that the services delivered are both sustainable and remain to be of the highest quality. The new contact centre processes will support our ongoing shift to empower the resident and local businesses to access services online. This will not only be central to improving efficiency within the Council, but also increasing engagement with residents.”

Supporting local initiatives as part of our partnership with Lambeth Council

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As part of the Lambeth partnership we are working with St Giles Trust, a charity that aims to help break the cycle of prison, crime and disadvantage to create safer communities.

Capita and Lambeth Partnership

Delivering out of hours emergency planning and homelessness support to Rossendale Borough Council

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By partnering with Capita to deliver the out of hours customer service support for emergency planning and homelessness in Rossendale, it has allowed the Council to continue to provide reliable, accurate and high standards of service to the public during times of budget constraints. This is a very difficult service and Capita continue to perform brilliantly

Andrew Buckle, Head of ICT and Customer Services at Rossendale Borough Council

Providing out of hours customer service excellence to a key London Borough.

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No matter what time of day a citizen needs to make a call to our authority, providing exceptional customer service support is a priority, especially when emergency support is required outside of our normal working hours. Our partnership with Capita is helping us to deliver exceptional customer service to residents who require rapid, responsive and accurate support.

Our client