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”.

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


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.


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

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