Mark Chapman (Local Government Services Director)

Personal Profile

Mark joined Capita from Bromley Council in 1993 and has over 25 years of experience in local government. He has been involved in the implementation and the ongoing operational delivery of several large local government contracts including helping establish the Bromley Shared Service Centre, managing the transfer of Westminster and Lambeth staff, and managing large contracts such as Bexley.

As his role as Director of LGS, he has ensured the upgrading of revenues and benefits systems, the introduction of document management at all our larger sites, and reviewed and streamlined all processes. This has resulted in continued improvements across all of our contracts.

David West (Contact Centre)

Personal Profile

David has 14 years experience in the call centre environment in both the public and private sectors. He joined Capita in 2002 and has a proven track record in successfully delivering customer service solutions within telecommunications and customer services environments. David is primarily responsible for providing Call handling Services and Voice Risk Analysis (VRA).

Since joining Capita, David has been responsible for the introduction of key customer service processes and the formulation of a structured recruitment-training process, in order to support the substantial growth in organisations requiring contact centre support. David has been instrumental in the implementation of a number of new initiatives supporting local authorities in Benefit take up campaigns.

Judith Keech (Support Services)

Personal profile

Judith joined Capita in 1998 and has 25 years local government experience. Prior to joining Capita, Judith spent 3 years at Slough Borough Council where she was responsible for the Revenues, Benefits and One Stop Shop Services.

Since joining Capita, Judith has held a number of positions within our Local Government Services Division and her role has involved developing strategic partnerships within the public sector .

Andy Paull (Midlands and West Regional Director)

Personal Profile

Andy Paull is an experienced practitioner with a track record of managing complex integrated service delivery contracts such as Havant BC, Mendip DC, South Bucks DC, South Oxford and Vale of White Horse DCs and West Devon BC.
Andy is also responsible for developing our Coventry Shared Service Centre and offsite benefits processing capability. This role encompasses over 450 staff delivering a range of services, including revenues and benefits administration, call-handling, policy and training, finance and exchequer, IT support and other related disciplines.

Andy has over 22 years experience of working within local government. He joined Capita in 1992 from the Royal Borough of Kensington and Chelsea where he worked as Collection and Recovery Manager. Maximisation of resources and motivation of the team were essential ingredients in ensuring an efficient running section.
Upon joining Capita, Andy has held a number of positions within Capita's Local Government Services Division. These roles have varied from initially managing a small business rates contract for the RBK&C to now being responsible for our managed service contracts across the Midlands and West.

Pete Magee (NNDR & South East)

Profile Summary

Pete joined Capita in 1994 as an NNDR Team Leader and has over 20 years experience in revenues administration. He previously worked for the City of Westminster for 12 years and the London Borough of Bromley, both of these in revenue environments. At Capita, Peter has been instrumental in consolidating the majority of Capita’s NNDR contracts into the Bromley Shared Service Centre, bringing operational efficiencies and benefits to the clients in terms of implementing best practice working methods. In addition to being responsible for Capita’s NNDR services, Pete is the Contract Director for the Havant Borough Council Revenues and Benefits service and has overseen improved performance, the implementation of new technology and a number of service innovations.

Neil Smith (London & Support)

Profile Summary

Neil is currently the Operations Director for our Local Government Services Division responsible for the day to day operational delivery of services on our 14 long term contracts covering areas including Customer services, Revenues and Benefits, Financial Services and IT support.
Neil’s role requires him to focus on the ongoing development of the service delivery by introducing best practice and innovation across the contracts and ensuring that revenue collection and SLA targets for our clients are achieved and exceeded.

With a background in Local Government, Neil joined Capita in 1994 since when he has held a number of operational roles within our Local Government Services Division varying from managing a small contract, being part of an implementation team for a large revenue and benefits contract through to his current position as Operations Director.

Mary Swan (Bexley & Westminster Benefits Associate Director)

Personal Profile

Mary has been the Contract Director for Revenues, Benefits and Cashiering at Bexley since 1999 and the Contract Director for Westminster Benefits since November 2004. She transferred to Capita from Westminster City Council in 1998 and is responsible for all operations of the Bexley and Westminster contracts, including Client relationship management, account management, revenue generation and service delivery.

Mary has extensive knowledge and experience having worked in the arena of means tested benefits since 1976, moving into a senior management role in 1989. Throughout her career Mary has taken the lead in continuously reviewing the service, to deliver improvements to the customer, drive through efficiencies, giving value for money and identifying business opportunities. This has included managing the relocation of the Westminster Benefit’s contract from Brixton to the shared centres in Blackburn and Erith; as well as overseeing the successful implementation of document imaging into Westminster Benefit’s following relocation whilst maintaining and improving service delivery.  Mary has overall responsibility for 220 staff over 4 sites across London with direct line management of 8 senior managers who are responsible for delivery of Benefit’s, Revenues, Cashiering facilities, Fraud, Customer Services, Facilities Management including Health and Safety across Bexley and Westminster.

Graham Hodges (South Central Region)

Personal Profile

Graham Hodges is currently Operations Director for Capita's Local Government Services at Swindon Borough Council, South Oxfordshire District Council and Vale of White Horse District Council. He joined Capita in 1993 and is currently responsible for all aspects of quality service delivery across these contracts, including all aspects of staff and financial responsibility.

Graham has a huge range of experience in Local government, playing the lead role in the transition of many of Capita's Local government contracts. His key strengths lie in the successful integration of new contracts into Capita. Graham also spent some time as Field Operations Director with TV Licensing with responsibility for all visiting staff nationwide. Graham's background is in IT and he had management responsibility for elements of Capita's IT Services when he first joined Capita. Previously Graham worked for Wiltshire County Council.

Susannah Jordon (Head of Employee Engagement)

Profile Summary

Susannah has been with Capita for more than 7 years and has over 12 years change management and employee engagement and communications experience, previously working within the IT and consultancy sectors.

Susannah has a track record of adding significant value to our local government Strategic Partnerships, including Blackburn with Darwen BC, Havant BC, Mendip DC, South Bucks DC, South Oxfordshire and Vale of White Horse District Councils and West Devon BC. She has played a key role in the transition and implementation of recent new contracts including the Strategic Partnerships with Swindon Borough Council and Southampton City Council.

Susannah is responsible for managing all staff engagement and communications activity within our Local Government Services division which encompasses over 1,500 staff across our 20+ sites nationwide. She has developed a range of communication tools to help facilitate this including annual staff briefing sessions, annual staff satisfaction surveys and resultant action plans, regular staff and client newsletters, improved staff induction processes and staff focus groups.

Susannah is also instrumental in LGS successfully achieving and maintaining Investors in People recognition at Capita’s Bromley and Mendip Shared Service Centres.