Being available 24/7 to support citizens
Whether for flooding, a highways incident or urgent homelessness support, when citizens face an emergency situation they need to know they can get help at any time of day or night. Our out of hours customer service partnership makes sure their call is always answered.
Lead local authority partner Ealing Council formed the out of hours partnership with Capita in 2018 to provide local authorities, housing associations and arms-length management organisations with emergency customer service expertise.
Offering access to our large pool of out of hours customer service experts alongside the latest contact centre technology, the partnership removes the need for public sector organisations to manage expensive in-house out of hours call handling functions.
Our experienced advisers triage emergency calls, delivering an always on, personalised and outstanding out of hours customer service to citizens when they need it the most. Providing value for money and improving service efficiency, the extra capacity offered by the partnership ensures a more effective and resilient emergency service, even in crisis scenarios.
Our out of hours partnership at a glance
➥ Out of hours transactions handled each year
Up to £100-200k
➥ Savings per annum per organisation
➥ The service is set up quickly, without disruption
Our current partners include:
Webinar | Overcoming the service delivery challenge together
Watch the free webinar that discusses common challenges the public sector face when delivering emergency out of hours customer support. Our clients and delivery teams also provide an overview of the Out of Hours Public Sector Partnership led by Ealing council, used by many local authorities and housing associations across the UK.
Video: Ealing Council and the out of hours service
Michelle Bernard of Ealing Council talks about the out of hours service
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Read more about how the service is supporting local authorities
An always-on out of hours service for Barking and Dagenham
Our expert emergency call agents ensure out of hours callers to Barking and Dagenham council, including the most vulnerable citizens, receive quick and reliable help.
Ensuring emergency calls are prioritised for citizens in Barnet
We’ve reduced costs for Barnet Council without compromising on service quality by improving data analytics and filtering out non-emergency calls.
Removing the procurement burden with the joint public sector use contract
Reducing procurement red tape with the out of hours partnership
Purchasing our service is easy and fast with the joint public sector use contract led by Ealing Council and partners. By joining the contract, you don’t have to go through a lengthy tender process to onboard the service, and we can get to work straight away.
The out of hours contract between Ealing Council and Capita allows councils to join the service without having to undertake a custom procurement exercise.
A flexible service featuring best practice and cutting edge technology
We canensure the service is directly tailored to your needs by working closely with you to create bespoke call handling scripts and workbooks.
We focus on streamlining processes to keep call times as short as possible. This includes ensuring non-emergency callers are better informed as to appropriate service channels, reducing your running costs.
We introduce state-of-the-art technology to audit calls and improve complaint handling, including automated escalation procedures to ensure each request is addressed, and end-to-end processes are completed.
The partnership delivers a competitive and value for money service without compromising on quality - our service can be tailored to your budget to ensure excellent value and efficiencies.
With a focus on high quality, effective service delivery, we support continuous improvement with a dedicated client portal for partners to download reports and listen to calls to understand performance.
We can also help to answer online and social media queries or be on hand to provide extra support when your internal capacity is reduced during peak demand and crisis situations.