How we unlocked the value of outstanding customer services


Working with ever-decreasing resources, Barnet Council needed to ensure residents felt supported whilst making necessary changes.


Together we transformed customer services; providing the best and most efficient possible service, taking advantage of evolving technology.


Savings on the provision of core services, with procurement savings and increases in income, are anticipated to be in the region of £125m.

The challenge:

As is the case for many local authorities, Barnet Council is working with ever-decreasing resources, and has already saved £144m between 2010 and 2017. Ensuring residents continue to feel well supported while these necessary savings are made is no small feat.

In autumn 2013 the London Borough of Barnet and Capita partnered in a mission to transform customer services.

Our approach:

Barnet was already committed to delivering quality services for residents and businesses. Key principles of their approach included providing the best possible customer service, operating as efficiently as possible and taking advantage of evolving technology.

As their strategic partner, we brought Barnet our specialist knowledge of customer service and our track record of unlocking value through innovation and continuous improvement.

Some of the key changes we have implemented include:

  • a revamped website with a cleaner design and old content deleted
  • a new online self-service facility giving customers the personal account information they need, at any time of day, for council tax, parking permits, libraries, housing benefits, waste and recycling, and environmental problems they’ve reported
  • a single phone number for all customer enquiries
  • a better and more consistent quality of customer service.
The impact:

Four years on and the value delivered is hitting all forecasts, not just in customer satisfaction but in financial gains.

Over the 10-year term of the contract, savings on the provision of core services, together with procurement savings and increases in income, are anticipated to be in the region of £125m.

Notable achievements to date include:
  • 78% of customers are satisfied with their customer service experience, which is up from 52% pre-contract.
  • 93% of face to face customers are satisfied, up from 35% pre-contract. The service is consistently rated in the top three Face to Face services for all councils that use GovMetric scoring.
I am very pleased to see that, four years into the contract with Capita to supply our back office and customer services, we are delivering good service as well as making significant savings for the tax payer.

Councillor Richard Cornelius

Leader of Barnet Council

Capita and the London Borough of Barnet in partnership

Barnet High Street.jpg

Working with Capita has given us the expertise to successfully deliver this complex transformation against ambitious timescales, which is future proofing our finance service and delivering further opportunities for services

John Hooton, Chief Executive, London Borough of Barnet

Capita helps Bexley achieve highest ever Council tax collection rates


Giving people the chance to make online payments, set up their housing benefit claims and Direct Debit orders from the website, and to inform us of any changes in their circumstances has helped our tax collection rate rise significantly. We are looking forward to continuing to improve outcomes and help residents by working with Capita over the coming years.

Cllr Teresa O’Neill Council Leader, London Borough of Bexley

Capita and the London Borough of Southwark


In any one day, demand can change, and that generates a huge amount of work for the service. Capita is able to combine its experience on a number of different contracts up and down the country.

Dominic Cain, Director of Exchequer London Borough of Southwark Council