Capita selected by Kent County Council to deliver enhanced contact centre services

This strategic partnership reflects Capita’s commitment to delivering high-quality, technology-enabled public services that improve citizen engagement and drive operational efficiency.

Under the agreement, Capita will deliver a resilient, multi-channel service designed to resolve enquiries at the first point of contact, reduce non-emergency calls and emails year-on-year, and support vulnerable residents who require emergency or non-digital access. Services will be available 24/7, with emergency calls prioritised.

Capita’s solution, ‘CapitaContact’, is built on Amazon Connect and integrates intelligent call routing, voice analytics, automation and AI to streamline service delivery and enhance the citizen experience. The platform will enable residents to engage via phone, webchat, chatbot, and email, supporting KCC’s ambition to be digital-first while ensuring inclusive access for all.

This significant new business win reflects Capita’s re-focussed strategy to drive greater mid- to long-term growth via new client wins, in addition to extending work with existing clients, and to harness technology - including AI - and data to deliver better outcomes for clients and citizens across the UK.

Richard Holroyd, CEO of Capita Public Services, said: “Our new partnership with Kent County Council demonstrates how Capita’s technology-led approach can help public sector organisations deliver more efficient, inclusive services. By combining intelligent automation with human-centred design, we will support the council in meeting the needs of its residents while enabling greater resilience and value for money.”