Re-shaping the back office to reduce costs and enhance service delivery
West Sussex County Council wanted their administrative office services function — the platform from which many front line services are delivered - to be streamlined, resilient and more efficient across the entire council.
As part of a 10 year strategic partnership, Capita has worked closely with West Sussex and its employees, to re-design the way administrative functions are delivered across all services.
In 2012, Capita began a 10 year strategic partnership with West Sussex County Council for the delivery of support services including finance, HR and payroll, office services, online service delivery and pension administration.
Employees within the office services operation carry out hundreds of different administrative tasks and processes to support service delivery across the Council. Before recommendations could be made on re-designing the office services delivery model, it was important to understand how each of these tasks worked and their reliance on systems, locations and the Council's employees.
Following this analysis, Capita introduced a new service delivery model that consisted of three core office service functions
A significant number of office services functions were common processes. This meant a large volume of processes could be consolidated within the office resource hub in Chichester. As a result, approximately 40% of employees within office services were relocated from multiple Council offices to the centralised administration function.
Capita has a strong focus of empowering its people, ensuring they have the right skills to deliver services effectively and provide development opportunities to help them prosper.
The culture for developing on-going service improvements and efficiencies to help West Sussex achieve their objectives is prominent throughout the partnership. Capita and West Sussex are continually working together to further transform the delivery of office services across the Council.
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