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Self-service

Help customers to help themselves

At Capita Payment Management, our self-service payment options help you lower the cost of payment collection, whether online, by telephone or by text. We have fully managed services and dedicated support and deployment teams to help you make the most of our payment management software solutions. By offering an increase in choice of payment options to your customers, you improve your organisation’s revenue collection.

Secure automated services improve performance against local government Performance Indicator “NI14: avoidable contact” and allow front line staff to spend time on more complex enquiries, helping more customers overall.

Select a subject to discover how Capita Payment Management solutions can help your organisation.

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  • Internet Payments

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    Our Internet Payments and Payments Portal solutions are different self-service options with varying degrees of functionality. Internet Payments gives you a wide range of payment facilities within a tailored website carrying your own corporate branding. Payments Portal offers card payment pages alone, to be integrated with bespoke front-end forms or specialist systems from other suppliers. Both solutions from Capita offer payments classed as secure by offering including Verified by Visa / MasterCard services, Card Security Code (CSC) validation and Address Verification System (AVS) checks. Our web pages themselves are secure, incorporating 128-bit SSL DES3 encryption with third-party security monitoring, and meet accessibility standards.

  • Speech Recognition

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    This application from Capita Payment Management provides an automated telephony system. Customers can interact with the system using voice commands. This solution is ideal for reducing costs while still servicing customers without internet access, and those who might find an automated keypad system difficult. There is a range of services available, including payments, providing answers to frequently asked questions, and call routing to an appropriate contact. All payments are classed as secure as the process includes CSC validation.

  • Automated telephone

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    Our Touch Tone solution is an automated telephony system. Customers can interact with the system using the keypad of their landline or mobile phone to make payments. All payments are classed as secure as the process includes CSC validation. You can also select additional options that include multiple languages, adding card surcharges, balances and stop accounts.

  • SMS text

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    Our innovative SMSPlus application allows two-way communication with customers by text. The convenience and accessibility of text make this ideal for reaching your customers anywhere. This channel is becoming increasingly popular, as demonstrated by the increase in use by organisations such as banks and utilities. In addition to reducing the costs of self service payments, you will see increased success in contacting citizens. You can supply information on services, deal with licence or permit renewals, provide arrears reminders (including a payment option) or receive ad-hoc payments. Customers register online or with a contact centre agent, where they opt for alerts only or payments.

  • Configuration management

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    This is an option for the Internet Payments application. It allows you to control most of the online content seen by your customers. Designated staff can make many of the most common changes to site configuration. Making these changes yourself reduces both charges for configuration services and implementation time for amendments. You have access to alter text and logos, colours or images. This includes areas that require a fast turnaround, like help pages and contact details. Some functionality can also be amended, including adding and removing funds, amending fund names, controlling which card types are accepted and postage and packing charges.