Service demands on local government continue to grow. This, alongside the continuing need to deliver in line with statutory standards, means local authorities face an increasing challenge when it comes to delivering reliable services and meeting citizen expectations.
Often the problem is that there simply aren’t enough people on the ground in terms of in-house skills and experience. This then leads to backlogs in service requests, resulting in citizens having to wait longer for the support they need, not to mention the additional strain being put on existing teams to carry the load.
These pressures are making it more important than ever to build greater resilience into public services so that local authorities can build services at pace and scale, maintaining a flexible structure which can respond to unexpected events and fluctuating demand.
hours
planning resilience support delivered every month.
hours
out of hours emergency call centre transactions handled each year.
Revenue
We collect each year on behalf of local authorities.
Our video considers strategic resilience and how it helps in terms of mission-critical services.
With Capita’s help we’ve been able to provide a more resilient and responsive building control service to our customers. We’ve improved our turnaround times for plan checking and site inspections and now have the capability to deal with all types of technically-complex projects.
Our resilience service offers flexible access to experienced people with no long-term contracts, taking the strain off mission-critical services by providing a team of experts to join your teams.
With expertise in council tax and business rate collection, rent management, planning, building control, property/estate management, housing benefit payments, emergency out of hours customer service, service transformation, data and analytics management and employee training, we offer:
Capita and HMRC use robotic process automation (RPA) to unite data from 20 systems, saving up to 6.5 hours per case and freeing 105 FTE a year for higher-value work.
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We consider how organisations can improve how work flows through services, removing the friction that quietly absorbs capacity.
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Improve public sector productivity with better visibility, simpler workflows, automation and AI to release capacity and strengthen service delivery.
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Automation can accelerate productivity, but only when it’s embedded within stable, well understood services, not introduced as a standalone initiative.
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Across public services, understanding what it costs to deliver a service end to end is one of the most important steps to sustained productivity improvement.
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