Capita awarded seven-year call handling contract by Ealing Council and participating local authorities

Capita Local Public Services has been announced as the approved contract supplier to deliver out-of-hours call handling services to Ealing Council and a number of participating local authorities and arms-length management organisations (ALMOs) across London. The initial seven-year contract is set to begin in October 2018.

The award of this contract will see Capita’s Dearne-Valley based customer management specialists provide around-the-clock call handling to residents, supporting the participating authorities’ drive to enhance services and deliver value to the taxpayer.

This contract is aligned to Capita’s strategy to be a partner to local government, harnessing Capita’s proven customer management capabilities and leveraging its extensive experience working with local authorities.

Jonathan Prew, managing director, Local Public Services, Capita, said:

“Capita is an experienced partner to local government. This contract reinforces our strategy to provide transactional, scalable services to the public sector as customers move away from transformational strategic contracts. We look forward to building a successful relationship with Ealing Council and expect to see this service expand to include other public sector bodies across London.”

Keith Townsend, Executive Director, Environment and Customer Services, Ealing Council, said:

“An excellent customer experience is an essential requirement for public service organisations.  We need around-the-clock arrangements in place to manage our out-of-hours calls, so that we can respond to our residents’ needs quickly and efficiently. The contract is open for more public-sector partners to join and by doing so would reduce costs for all members. This is a fantastic opportunity for organisations to revisit their overall spend on their Emergency Out of Hours Service provision. We worked closely with our public sector colleagues on this contract and we selected Capita as our approved supplier because it can provide the high quality service we and the other organisations need, at a competitive rate which is excellent value for money for tax payers.”

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