The contract, awarded via Lambeth Council’s London wide framework agreement, will run for nine years alongside existing customer service support, that includes 23 front line services as well as a revenues service which is managed by Capita.
In addition to providing customer service support across six new areas, Capita will be working with Lambeth Council to optimise contact centre processes as part of the council’s wider customer access programme, and invest in employee training to ensure that as many enquiries as possible can be resolved in a single call to the Council.
Giles Reid, sales director, Capita’s local government services business, said:
“It’s a superb vote of confidence to be able to build upon our current work with Lambeth and expand our current service offering. Our work with Lambeth will ensure that the customer remains at the heart of all activity.”
David Ashmore, director revenues, benefits and customer services, Lambeth Council, said:
“Lambeth Council is focused on ensuring that the services delivered are both sustainable and remain to be of the highest quality. The new contact centre processes will support our ongoing shift to empower the resident and local businesses to access services online. This will not only be central to improving efficiency within the Council, but also increasing engagement with residents.”