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”.