Today’s customers expect a higher quality of service than ever, delivered when and how they choose. Understanding the customer and providing public services with greater flexibility, which are adaptable to individual needs, are central to the Government’s vision for public service reform. There is also the need to substantially reduce costs and deliver savings through increased efficiency, in particular through shifting and fulfilling demand onto digital and automated channels.

Providing customer-focused solutions is one of Capita’s core services – and we’ve been doing it for over 20 years. We use customer insight and our ability to better manage people, processes and IT to achieve a more efficient alignment of resources and a better customer experience. We have a breadth of  capability and experience that enables us to o offer a wide range of services – from channel-shift strategy and customer-centred service design, to operating highly efficient contact centres – as well as the staff, software and infrastructure to support them.

We offer choice and flexibility in delivering client  solutions that either:

• make use of our extensive, leading edge infrastructure
• enhance, transform and manage existing service operations
• require entirely new or ‘greenfield’ service delivery platforms.

We already provide award winning contact centre and customer services on a number of central government and public sector contracts, including TV Licensing, The Pension Services, Gas Safe and the Criminal Records Bureau as well as on the Becta Home Access scheme. Our customer-centred approach to designing services has also transformed websites, such as the Department of Health’s patient information site, NHS Choices, and the Driving Standard Agency’s driving test administration site.

We have further strengthened our customer contact capability and resources with our recent acquisitions in this area – Ventura and Call Centre Technology Ltd (CCT).