Processing resilience at Southwark

25 April 2016

Innovative resilience solutions to meet the challenges of Universal Credit head on

The challenge

With Universal Credit pending, the future delivery of benefit services is uncertain. The London Borough of Southwark needed to balance the cost pressures and the difficulties of internal resourcing through a flexible and resilient service partner.

The solution

Capita provided Southwark with experienced and fully-trained resources to deliver a flexible,on-demand resilience service that can be easily adjusted on a month-by-month basis, in accordance with peaks and troughs in the Council's benefit caseloads.

The benefits

Flexible operational capacity to consistently deliver revenues and benefits services to citizens on time, every time while achieving higher performance ratings and generating additional revenue.

"Southwark had a requirement for resources to undertake revenues and benefits processing in order to support a complex transition and transformation programme that the Council was undertaking. Capita was very flexible and supportive throughout the complex implementation and was highly focused on helping us overcome the challenges and deliver the outcomes."
Dominic Cain, Assistant Director, Revenues and Benefits at The LondonBorough of Southwark

Read the full case study.