By understanding their citizens better, councils can deliver improved services to meet their needs

Local authorities have a wealth of data across their organisation that, when analysed, offers huge opportunities to design services differently.

This data could be used not just to realise efficiencies, but to change the way the organisation operates to improve the customer experience – and support the journey to a predictive and preventative operating model.

Looking at data on a tablet

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Our approach

Data analytics and insight can help local authorities understand and predict customer behaviour to effectively plan future service delivery needs.

These valuable insights can help transform a specific end-to-end customer journey or enable full-scale transformation for a local authority.

We also help local authorities to interpret the data to make evidence-based decisions on more effective ways to design community services.

Our team of data analysts turns these findings into actionable insights that we use to support our local authority customers to make practical and strategic change.

Combined with our digital specialists expertise and unrivalled local government experience, Capita can help you optimise your current processes and deliver the best customer experience.

Customer on the phone with laptop

Customer experience

Working with Barnet Council to transform customer experience

As customer interaction and access requirements have evolved, there’s more demand than ever for local authorities to provide digital services.


Data analysis outcomes

Our team of data analysts are helping councils to:

How can we help your organisation progress?

Explore related solutions

01

Response out of hours

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

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02

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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03

Digital citizen experience

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

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