Citizen experience
Implementing online services so residents can access public-facing services at the touch of a button
Capita helps the public sector to deliver end-to-end digital services that transform the citizen experience and make radical operational savings across customer service and back office administrative functions.
With a central focus on citizens, we work alongside your organisation’s transformation and service delivery team to co-design, provide capacity and implement digital projects. And you can utilise our digital specialists for one-off projects or for ongoing transformation.
£195k
savings delivered in first year through a web rationalisation project in West Sussex, plus a 14% decrease in calls to the council’s contact centre.
40%
improvement in the time taken for applicants to receive their blue badges for Southampton City Council.
46%
increase in customer digital transactions for Barnet Council after transforming the customer journey.
Explore our services
Channel shift
Our channel shift solutions are helping citizens to contact and transact with their local services, in whatever way suits them best.
Insight and demand management
We deliver data driven projects to local authorities that transform the citizen experience while making operational savings.
Contact handling
We handle all your customer interactions to improve your responsiveness and save you money.
Remote collaboration labs
Bringing local government leaders together virtually, with our team of experts, to co-create solutions to solve all sorts of problems.
Customer advisory bot
We’re empowering local authorities to provide accessible and reliable benefits and funding advice to citizens.
Emergency out of hours
Helping vulnerable citizens in an emergency situation, with high quality customer service.
Digital citizen experience
We help local authorities deliver end-to-end digital services that transform the customer experience.
Our latest insights
Customer experience
How can we help your business progress?
Get in touchExplore related solutions
01
Revenues and benefits
We've been transforming revenues and benefits processes on behalf of local authorities for over 30 years, with many delivery options to meet your needs.
02
Planning, building control and regulatory services
Our fully-managed services are helping local authorities to meet their regulatory obligations – keeping places and communities compliant and safe.
03
Finance and accounting
We're providing businesses with software solutions that streamline and digitise all key functions of finance and accounting.