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.

ICT

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

Providing out of hours customer service excellence to a key London Borough.

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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

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

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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

Capita and the London Borough of Southwark

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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