Driving better customer experience for citizens through transforming digital channels

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.

Customer service rep

Our work

Supporting residents with faster housing benefit processing times

We helped the London Borough of Bexley achieve its fastest ever processing time of housing benefit claims and changes of circumstances.


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How it works

One size does not fit all when it comes to channel shift.

We tailor our channel shift toolkit to each individual organisation, based on their digital maturity, available data and willingness to change, to get the most value from channel shift and improve services for the future.

We also understand that the digital transformation journey for local authorities does not always start or end at channel shift – it's about finding what works best.

By taking a human-centred service design approach we can help local authorities to redesign end-to-end customer journeys, making sure that we find the right channel for their citizens' needs. 

Customer Acquisition & Retention
“Giving people the chance to make online payments, set up their housing benefit claims and Direct Debit orders from the website, and to inform us of any changes in their circumstances has helped our tax collection rate rise significantly.” Cllr Teresa O’Neil, Council Leader at London Borough of Bexley

How can we help your organisation progress?

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