Spelthorne reaching out to customers with Capita's local authority community app


02 September 2013

Capita's software services business is enabling Spelthorne Borough Council to improve its customers' journey, enhance its self-service offering and improve the way in which it interacts with customers through Engage, a new app which will go live for the council on 2nd September.

Engage provides customers with greater access to public services and will not only help enhance council services and their accessibility, but will engage the whole community by providing details of what's on in the local area and other real time local information; linking all elements of daily life from eating out and shopping to health services and local events.

The app will enable Spelthorne Borough Council to provide more choice for its customers when it comes to getting in touch or using its services. Customers will be able to report directly to the council on a range of topics, from potholes to faulty streetlights and will be able to receive direct updates. They will also instantly know when the council wishes to engage with them and can receive live information including traffic news, weather warnings and school closures.

Councillor Robert Watts, leader of Spelthorne Council, said: "Launching the Engage app will enable the council, regardless of department, to think about our customers' priorities. We have already focused our top ten priorities for the next 12 months around our customers' needs and this app will help us concentrate our efforts. To date, the anticipated app has been well-received in the Council, and there is a lot of potential for it to deliver beyond our expectations."

Other benefits to both council staff and customers include:

  • Improved services - a new way for customers to access council services in a way that suits them
  • Reduced costs - automating processes and freeing up council staff time
  • Configurable — the council can decide which services they want to include on the app and how they want them to appear
  • Quick — with forms that can be designed and published in-house there's no delay in getting services online
  • Simple — allowing Spelthorne to create and promote the app on any device
Paul Millard, operations director at Capita's software services business, commented: "With recently announced government spending plans freezing Council Tax for a further two years and a 10% cut in council budgets in 2015, no-one in the sector can deny that it remains a challenge to fulfill increasing customer service demands while at the same time, keep costs down.

 "When it comes to achieving excellence in customer service and introducing new cost effective methods of keeping in touch with customers, Spelthorne is leading the charge and Capita is proud to support this with its innovative and customer-friendly app."

Further information