The retention of skilled staff is particularly important to the delivery of revenues and benefits services to maintain the necessary standards of accuracy and customer care in this complex area of local government administration. The provision of effective systems and legislation training for all staff is therefore essential to maintaining quality throughout the process.

Capita’s Assessment, Policy and Training (APT) team have considerable experience of working with local authorities throughout the UK in delivering hands-on training programmes covering all aspects of revenues and benefits. APT has ISO 9001:2000 accreditation and won the IRRV’s award for Excellence in Training and Development in 2004.

How Capita can help

APT’s training delivery concentrates on providing staff with the complete set of skills and knowledge that they need to provide a responsive and accurate service. This includes providing integrated training on:

• The legislative and regulatory provisions that provide the framework for Revenues and Benefits Services incorporating the Regulations, primary legislation and DWP/ODPM guidance
• The local procedural and service issues that determine how services are delivered in practice, in particular the importance of customer care and the recognition that these are key services for each authority and its residents
• The use of the relevant IT systems that allow staff to put their knowledge into practice.

APT’s approach aligns the priorities of our clients with the individual training objectives of all staff. This allows us to meet the needs of each local authority with a tailored approach that: