Achieving self-service for the residents of Luton

28 July 2014

A video case study: Luton Borough Council and Capita's self-service portal


'Capita has delivered products that work, that are simple to use; products that improve the lives of customers in Luton.'

Clive Jones, Income Manager, Luton Borough Council

Faced with demands to improve efficiencies, reduce costs and improve the service delivery offered to customers, Luton Borough Council's new customer service strategy focuses on channel shift within its community.

Through the implementation of Capita's citizen self-service portal, the council has put self-service channels for its residents in place, freeing up valuable staff resource to help with more vulnerable cases, and improving customer satisfaction throughout.

Watch Luton Borough Council's experiences, including the achievement of:

  • 12,000 users already set up with their own self-service account
  • a smooth implementation process
  • positive feedback around how easy the solution is to use
  • a wide range of services now available to residents
  • multiple benefits in terms of staff time savings, financial gains and customer feedback improvements.

'We've halved the time it takes in the back office to process council tax and revenues enquiries with the same staff resource. It's a huge efficiency saving.'
Clive Jones, Income Manager, Luton Borough Council 

Click on the image above to watch the video case study in full.

Further information