Mendip District Council strengthens its strategic partnership with Capita

Capita’s local government services business has been awarded a four-year customer services contract by Mendip District Council.

Capita’s service will provide additional resilience to ensure the waiting time for calls from citizens will be reduced during busier periods.

The contract, which was awarded via the Public Services Network, will run from June 2013 alongside an existing twenty-year partnership to provide revenue and benefits, IT and finance services which is achieving cost savings of £400,000 year-on-year.

In addition to switchboard and out-of-hours call handling, Capita’s contact centre will manage day-to-day customer enquiries via one phone number. Staff will be trained to provide advice on all council services, including waste and recycling, planning, neighbourhood services, and environmental health. This will help residents get the information they need through one phone call.

Chris Atkinson, corporate manager for access to services, Mendip District Council, said:

“After listening to local people and businesses and making changes to the design of our contact centre, we are confident that they will receive a more responsive service. And at the same time, the changes will deliver more value for money to the Council.”

Giles Reid, sales director at Capita’s local government services business, said:

“The extension of the contract draws on the strengths of Capita’s existing partnership with the Council. The business understands the pressures that local authorities face, not just now, but in the years to come. We are working in partnership to help organisations, like Mendip District Council, to navigate the challenges while designing a service that, ultimately, benefits citizens and the public purse”.

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

Southampton City Council and Capita flexible transformation in partnership


We are investing in the community to create jobs, raise the aspirations of young people and grow the local economy.

Southampton City Council

Redesigning administrative services at West Sussex County Council


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