Local authorities, like most organisations, will at times experience a change in demand on their operational capacity due to things such as system upgrades, staff shortages and organisational restructure. Where the service being delivered is Housing and Council Tax Benefits, it is even more important that customer service and service levels are maintained to help support some of the most vulnerable citizens within the community.
How Capita can help
Capita has unrivalled experience of working with local authorities to enhance their revenues and benefits services and improve performance standards. With six shared service centres across the UK specifically dedicated to processing revenues and benefits work, Capita has the infrastructure, resilience and a flexible approach to enable local authorities to tap into, whether in a crisis period or on an ongoing basis.
Over 60 local authorities have benefited from Capita’s offsite processing capability with the knowledge that our 200 permanent staff are extensively trained and kept up to date with legislative changes. These standards have been acknowledged by the IRRV by receiving the Training Excellence Award at the IRRV Performance Awards in 2004. Utlising experienced staff ensures that top quartile service standards are achieved in a more cost effective way than employing temporary or agency staff. Other benefits of working with Capita include:
- Cost-effective solutions - payment for results not people
- Guaranteed productivity and accuracy levels
- Bespoke offsite management and continuous performance monitoring
- Significant operational capability providing contingency and mitigating risk
- Modern IT infrastructure and ‘quick start’ connectivity solutions
- Secure operations with business continuity and disaster recovery plans.