The challenge

In 2001, Blackburn with Darwen Borough Council wanted to improve council services, create new employment opportunities, deliver a regeneration programme to Blackburn town centre and provide cost savings to be reinvested in the Council. To achieve this, they entered into a 15-year partnership with Capita.

The solution

The 15-year partnership was one of the longest and most comprehensive to be agreed in the local authority market where Capita provides a range of services including IT, school support services, housing benefi ts administration, council tax collection, HR services, payroll, consultancy, property and highways management. Best value service improvement targets built into the partnership agreement are worth around £1 million a year to the Council and the partnership will make cash savings of at least £600,000 net per year over the term of the contract. The savings are being reinvested into frontline services such as the recruitment of Social Services staff.

The outcome

The partnership focused on major regeneration and community achievements. Capita committed to creating 500 job opportunities within five years, but actually generated over 700 within the fi rst two, at the same time meeting diversity recruitment targets. Capita also refurbished a disused mill in 2002 to become a new contact centre, and built a new £5 million business centre in 2004.

As a result of the regeneration of Blackburn town centre, the partnership received two awards: the National Design Award for the work on the Cathedral Quarter of the town received at the British Council of Shopping Centres Town Centre Environment Awards in 2003; and the Planning Achievement Award at the Royal Town Planning Institute North West Branch & White Young Green Planning Achievement Awards in 2003.

The community involvement includes working with local schools and business where Capita staff act as governors of local schools, Guardian Angels for local small businesses and chair the Blackburn North employer’s forum. Capita has board representation in the East Lancashire Chamber of Commerce and Blackburn College, as well as membership of the Asian Business Federation. The strength of the partnership was a major factor in the Council’s success as the Local Government Chronicle’s Council of the Year in 2002. The Council also achieved an ‘excellent’ rating in their CPA results.

‘The comprehensive review undertaken by Capita for Blackburn with Darwen Borough Council’s Benefits Service has seen additional investment in resources, new IT systems, procedures and training. This has significantly reduced the processing times for all areas of the service.’

Phil Watson, Chief Executive, Blackburn with Darwen Borough Council