There are challenges in delivering services that are cost-effective, legislatively compliant and responsive to customers. Tangible operational improvements also need to be benchmarked against the reporting requirements of BVPIs and the CPA.
Local authorities often face challenges to ensure that staff are kept up-to-date with changes and that processes are continually reviewed to reflect best practice. Capita works with authorities of all types, from District Councils to larger London boroughs, in developing solutions to the practical problems associated with day-to-day service delivery.
How Capita can help
Capita’s policy and consultancy services concentrate on the provision of specialist advice to support both Capita LGS sites, as well as other local authorities. The range of projects include:
- Regular updates on DWP guidance and legislation that assess the operational and financial impact of changes
- Process reviews focusing on improving customer service, increasing collection and streamlining the claims process
- Implementation of standard processes for local authority consortia
- Specialist staff to support the maximisation of subsidy, the provision of policy documentation, increasing overpayment recovery and reviewing fraud procedures.
We also have extensive experience of undertaking Performance Standards and CPA related services. Some authorities find the requirements of the self-assessment process, and the resultant actions required to meet the Standards, a time consuming task that puts considerable strain on already stretched resources. Capita can provide assistance in completing the self-assessment modules and provide policy and procedural documentation to meet the required standards, helping councils to:
- Confirm the current position via the self-assessment
- Identify priorities
- Achieve the targets set in the Standards
- Identify and minimise risk in all service areas.