Capita LGS’ customer services offering delivers cost-effective, high-quality services to millions of citizens throughout the UK on behalf of our clients every year.
We deliver local government customer services solutions that allow councils to manage their increasing workloads and budgetary pressures efficiently, while meeting the challenge of shrinking resources and rising customer expectations.
Delivering innovative and proven customer services solutions
We are able to transform the customer experience on behalf of our clients through providing a complete bespoke customer services offering incorporating front office, one stop shop, tourist information and contact centre solutions, as well as all of our back office support functions. Our customer service capabilities include:
- Call handling
- Documents and email handling
- Face-to-face customer services
- Post delivery
- Scanning and indexing
- Disabled parking badge administration.
Transforming the future of customer services in local government
Once implemented, our customer services solutions deliver the following benefits:
- A standardised service with greater quality and efficiency
- Improved resilience within the service through cross-skilled staff and deployment of efficient processes and systems
- Significantly improved first-point-of-contact query resolution and increased customer satisfaction
- Release of skilled back office council resource to tackle other areas of work
- Provision of comprehensive management information allowing for development of business rationalisation and improvement strategies
- Implementation of state-of-the-art customer relationship software and telephony systems allow for greater accuracy and effectiveness
- Facilitation of significant cost savings.
World-class contact centre services
Our contact centres provide local authorities with qualified resources and deploy cutting-edge technology, with the flexibility to integrate services with our clients' existing systems or to run a complete service on our clients’ behalf, providing reporting and analysis of activity as required.
Our contact centres support local authorities throughout the UK and our contracts are designed around each council's needs – varying from four weeks to ten years in length – and our service is offered for anything from two to 24 hours a day.
Our contact centres provide:
- Multiple-channel, scalable capability
- Out-of-hours services
- The ability to undertake proactive telephone recovery during off-peak/out-of-hours
- Access to skilled and highly-trained operators.
Read about how we created an award-winning One Stop Shop at Swindon.