The increasing demand for digital, combined with budgetary pressures, means that most local authorities are looking to move customers from traditional, often more expensive channels, to more self-service and online channels. Done right, it’s an effective way to release cashable savings, enhance customer experience and focus limited resources on those most in need of face-to-face or one-to-one support.
Capita is experienced and committed to helping local authorities shift customer interaction to more cost-effective, self-serve channels.
Our team of digital customer management experts can help you shape, make and change your omnichannel services to enable a digital first approach. This experienced team covers the whole digital spectrum, including consultancy and support of a digital and customer strategy. We use the latest thinking and skills in human-centred service design to ensure your end-to-end service is optimised for the digital age. And we can also design and implement the entire channel shift programme.