Client: Swindon Borough Council
Contract: Customer Service Delivery Framework
Duration: 15-year Partneship
The Challenge
To rapidly transform Swindon Borough Council’s customer experience in an aggressive timeframe to support the Council’s vision to provide efficient, costeffective and accessible customer-focused services.
The Solution
Through the strategic 15-year Swindon Capita Partnership, Capita and Swindon Borough Council are delivering ‘Swindon Direct’: an innovative customer service delivery framework to transform the Council’s customer experience.
The Benefits
The Swindon Capita Partnership has given Swindon Borough Council the long-term commitment of Capita, a proven transformation partner. Together, they have transformed the customer experience by improving service accessibility, efficiency and cohesiveness, and ensuring consistently high levels of service from a multi-skilled team.
“Right from the outset, we made it clear to potential bidders that we wanted a strategic partner and not a contractor. I am delighted that we have achieved exactly that and I am confident that our impressive transformation will gather even more momentum.” – Gavin Jones, Chief Executive of Swindon Borough Council
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