Runnymede Borough Council has selected Capita One’s Digital Enterprise platform following a competitive process. The customer relationship management system and online customer portal will integrate with the Council’s back office systems.
This enables a joined-up service delivery and more digital interaction, enhancing the customer experience for citizens when contacting the Council and allowing them to access services via a device of their choice such as a web portal or smartphone app. The efficiency gains are expected to generate savings for the Council of approximately £264,000 over a three-year period.
The cost-effective platform will digitally enable Runnymede Borough Council and allow its citizens to manage and apply for a range of services online, including signing-up to e-billing, managing change of addresses and receiving information on refuse collections and council tax. The Council’s customer service advisers will also have access to more citizen centric, accurate and timely information, enabling them to respond to queries in a more effective, efficient and timely manner. This will free up more time for employees to deal with complex cases and support vulnerable people.
Paul Turrell, Chief Executive, Runnymede Borough Council said: “Capita’s One Digital solution has allowed us to build services around the needs of our citizens, providing them with more accessible, convenient, responsive and inclusive channels of engagement. Even for the most complex queries, we anticipate the ability to easily join up information from across the Council rather than individual service lines. This will enhance citizen experience while also generating efficiency savings for the Council.”
“Through this new partnership, we are helping Runnymede Borough Council to deliver its ambitions for a digitally inclusive and citizen-first approach to customer service delivery. As well as improved customer satisfaction, our digital platform will reduce the administrative burden on the Council, ensure that data integrity is maintained and reduce the amount of avoidable contact from citizens by supporting a ‘contact once and done’ approach to resolving queries”. Anthony Singleton Managing director, Capita One