We’re partnering with the London Borough of Lambeth, using artificial intelligence to improve communication processes, streamline operations and drive better customer experiences across key departments, including corporate services, revenues and benefits and parking enforcement. Our solutions support council efficiencies, contribute to carbon reduction and maximise income.
Lambeth Council manages over 150 departments that provide a wide range of essential services to more than 330,000 citizens, from education and community safety to housing, recreation and transport. Keeping customers at the forefront and ensuring fast, efficient service delivery is critical. However, with limited internal resources and a history of unsatisfactory third-party providers, the council needed a partner experienced in digital transformation and communication management to enhance both their internal processes and external communications with citizens.
Recognising Capita’s expertise in technology-driven communications, Lambeth Council selected us to deliver a suite of solutions that would meet their needs and drive long-term efficiency.
Corporate services
Using AI, we designed an overarching, purpose-built management information (MI) dashboard and employee help portal, enabling the council’s central team to review department-specific details quickly and easily. This solution optimises digital change spending, maximising cost savings and efficiency. We also introduced a single sign-on (SSO) system, allowing users to access and print department-specific letters. All mail is now redirected from Lambeth properties and delivered to our mail processing centre in Darlington, where AI-driven rules ensure documents are routed correctly. A hybrid print driver allows users to print from desktops directly to our central print site in Mansfield, where mail is printed, enveloped, and dispatched.
Revenues and benefits
We introduced a customised print and mail service for the council’s revenues and benefits department in 2011, which is still in use today. This solution eliminated the need for an internal mailroom and significantly reduced costs. Our production site, equipped with state-of-the-art technology, handles large volumes efficiently and takes advantage of postal discounts due to the volume and sortation we provide. We also implemented an electronic document management system (EDMS) for document sign-offs, quarantining summonses, and suppressing records when payments are made before the mail date. This system ensures administrative visibility and easy access to proofs via a secure file transfer service.
Parking services
In 2018, we were awarded Lambeth Council’s parking contract, which has been extended until 2026. We developed a tailored solution to meet their specific needs, focusing on customer service and adherence to strict service level agreements (SLAs). These include same-day processing of all incoming mail, around 450 items daily, and the printing and dispatch of approximately 2,500 PCN notices per day. Our solution also includes outbound transactional print and mail services for PCNs, FPNs, debt collection letters, and parking permits, as well as inbound services for payment collection and returned mail processing. Detailed MI reports and return-to-base PDFs provide transparency and support for future appeal cases.
Across all departments, our communications solutions have created measurable efficiencies, streamlined processes, and reduced operational costs:
Corporate services
Revenues and benefits
Parking services
Ongoing innovation and partnership
At Capita we’re committed to continuous improvement and innovation. We maintain an ongoing dialogue with the council to explore additional service provisions and ensure we remain on track with all our deliverables. Our innovation tracker allows us to monitor new opportunities and implement enhancements that further streamline council operations, ultimately improving citizen service delivery.
Arti Mawji, Programme Manager for Digital, Data and Technology, Lambeth Council
"The team at Capita are incredibly responsive and approachable, fostering a very close working relationship. Their efforts in helping us cut costs have been immensely helpful and demonstrate their desire to work with us as partners rather than just clients. We have developed a very good working relationship with them.
Grant Jones
Parking & Enforcement Supplier Relationship Manager, Lambeth Council.
“Since October 2016, Lambeth Council has enjoyed a successful partnership with Capita and they have consistently delivered on all service commitments. Capita have efficiently produced various document types using hosted templates and data files, managed PCN & FPN payment collections, handled goneaways, and facilitated general correspondence. Additionally, Capita has been instrumental in transferring hard copy documents, setting up retrieval and scan-on-demand processes, and implementing a bulk scanning solution. They consistently meet and exceed all KPIs. Our relationship with Capita is positive, proactive, and supportive. I highly recommend Capita to any prospective clients.”
Are you ready to streamline your communications, create cost savings and greater efficiency? Contact us today to discover how our intelligent solutions can transform your everyday operations:
Capita has implemented CallSight, a scalable AI platform to enhance agent call management for financial services for more efficient, compliant customer service.
Read more
Share