Capita LGS provides policy and consultancy services for local authorities requiring specialist advice in a number of revenues and benefits areas, from developing solutions to managing the practical problems associated with day-to-day service delivery.
We understand the challenges that councils face today in delivering services that are cost-effective, legislatively compliant and responsive to customers. Our expertise in providing local government policy and consultancy services has proven invaluable in bringing about tangible operational improvements in local authorities, through keeping staff up-to-date on changes and by ensuring processes are continually reviewed to reflect best practice.
Expert advice from the market leader
Deployed throughout the UK by local authorities of all sizes – from district councils to London boroughs – our consultants look for ways to drive efficiencies, streamline processes and achieve improved performance. Our policy and consultancy service offering includes:
- Provision of regular updates on DWP guidance and legislation that assesses the operational and financial impact of changes
- Implementation of process reviews focusing on improving customer service, increasing collection and streamlining the claims process
- Access to specialist staff who will support the maximisation of subsidy, assist in increasing overpayment recovery, review fraud procedures, and review and produce policies
- Provision of Business Process Re-engineering Consultants who can develop process maps and helpful tools for staff
- Creation of procedure manuals with scenario instructions for staff.
Achieving best practice and high performance standards
Where our policy and consultancy services have been used, our clients have benefited from the following:
- Creation and implementation of tailored best practices
- Better performance standards ratings
- Access to independent expert opinion and advice from consultants who have gained years of experience from working with other local authorities
- Advice that is not only theoretical but practically applicable too
- Streamlined processes and greater efficiencies.
Setting the KLOE benchmark
The Audit Commission’s new measuring methodology for the performance of benefits services, the Key Lines of Enquiry (KLOE) approach, differs significantly to the previous performance standards used and presents new challenges for councils wanting to improve their performance.
Capita LGS provides a KLOE benchmarking exercise that focuses on quantifying how a council’s current benefits service compares to the Audit Commission standards and identifies initiatives that will improve the council’s KLOE score. Our KLOE benchmarking service enables a council to:
- Ensure that managers and staff are fully aware of the approach and requirements of the KLOE method
- Identify how its benefits service currently performs against the requirements
- Understand the challenges and what needs to be achieved in order to improve
- Plan for the future development of the benefits service
- Prepare for future Audit Commission inspections.