Transforming the customer experience

By partnering with us, we can improve the customer experience, reduce your costs, speed up processes and help you adapt to digital advances across local government, housing and the health and social care sector.

Customers expect public services to be modern and tune with the way they live their lives. For organisations, customer service transformation can mean small or bigger, incremental change.

So, whether it’s working alongside your organisation to help you make the most of your existing customer facing channels, offering additional capacity and enhanced out of hours services or transforming multiple services, we make customer service transformation a reality. We work in all areas of customer facing services, including local authority services, housing, health and social care.

How we can help

We can deliver flexible and responsive customer service solutions providing the right channels to fit your needs and those of your residents.

Capita Local Public Services adult social care triage and initial assessment service provides an integrated, single point of access for referrals from community health, social and health care professionals, people in need of care – their families and carers.

Capita Local Public Services range of social care self-support, information and self-assessment solutions help to put citizens in control of their care needs, promote healthy outcomes and prevent demand on your adult social care services.


Giving you access to the latest digital infrastructure and applications, technology-driven solutions, secure networking and expert staff.

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

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

How e-forms improved the usability of West Sussex County Council’s website


Prior to the current e-form, an initial referral would take, on average, 2 hours to process. With the Umbraco form, an initial referral takes approximately 1 hour to process. This includes saving, printing and copying all attachments.

West Sussex Council Officer, Special Needs Assessment team