Overview
The challenge
To turn Southampton City Council’s vision for its customer services into a reality by transforming the customer experience it provides.
The solution
In partnership with Southampton, Capita has implemented a number of innovative transformational solutions
The results
By utilising the expertise and resources of Capita – an experienced transformation partner – Southampton City Council’s customer services have successfully undergone major transformation.
Realising the necessity of change
Serving a population in excess of 230,000, Southampton City Council was determined to transform the customer experience it provides and made developing its customer services into an operation designed around the customer its number one priority.
The Council had a strong vision in place for its customer services but wanted the support and expertise of an experienced transformation partner to turn it into a reality. In order to fulfil its vision, Southampton recognised that it needed to enhance and redevelop a number of its existing customer service operations – the processes, technology, locations and people — to support the delivery of a consistently high-quality, customer-centric service.
Creating a customer-focused service offering
At the beginning of the partnership, before the transformation projects had started, Capita worked with Southampton to develop a customer access strategy which involved carrying out customer research on behalf of the Council to find out what its customers’ views were on its customer-facing services. The results of this research provided Capita with invaluable insight and assistance in developing the new improved customer service strategy for going forward.
Capita went on to implement a number of innovative solutions designed to further enhance Southampton’s customer experience, by improving and expanding service access, increasing overall satisfaction levels and delivering a more efficient service to customers.
Reaping the benefits of true transformation
Demonstrating how strong strategic partnership working delivers impressive results, the successful transformation of Southampton’s customer services has provided a win-win solution for both the Council and its customers.
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