Public Sector
Improving service delivery to achieve efficiencies is a key challenge for the Public Sector and ultimately this means providing a better service to the public at a reduced cost. Centralised cost cutting means increased pressure to meet customer demand.
Although a shift to an e-citizen contact strategy is in the pipeline, customer contact through other channels such as the telephone will remain throughout the migration and beyond. Delivering great service through these channels at the lowest cost is a key challenge.
As consolidation, virtualisation and sharing of services occurs,
Capita can play a fundamental role in improving call centre
service efficiencies throughout the public sector. Through
utilising our customer contact experience from the public and
private sector, we can ensure government commitments are met
together with a positive customer experience.
The Department of Work and Pensions already benefits from our
experience and saw a massive improvement in efficiency through
partnering with Capita.
"A great example of what the private and public sectors can achieve, working in genuine partnership." (Graham Mowat, Head of Contact Centre Development, DWP Disability & Carers Service)
Capita holds the Customer Service Excellence (CSE) Government standard and driver for customer-focused services, and has also achieved the ISO27001 Security Standard. We have recently been recognised for our commitment to excellent customer service with a prestigious win at the CCA Global Excellence Awards; 'Best Outsourcing Partnership' with Child Maintenance Options.
