Citizen experience

We're helping public sector organisations to shift customer interactions to an online channel – transforming customer responsiveness and experience.
Lady using mobile

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.

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Insight and demand management

We deliver data driven projects to local authorities that transform the citizen experience while making operational savings.

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Contact handling

We handle all your customer interactions to improve your responsiveness and save you money.

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Remote collaboration labs

Bringing local government leaders together virtually, with our team of experts, to co-create solutions to solve all sorts of problems.

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Customer advisory bot

We’re empowering local authorities to provide accessible and reliable benefits and funding advice to citizens.

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Emergency out of hours

Helping vulnerable citizens in an emergency situation, with high quality customer service.

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Digital citizen experience

We help local authorities deliver end-to-end digital services that transform the customer experience.

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