Southampton City Council (LGS)
“It's been a fantastic success. It means that our Revenue Assistants can get on with the job that they were employed to do.”
Caroline McMullen, Revenues Manager, Capita LGS
- Communications out - transactional print & mail and hybrid mail
Capita Local Government Services (LGS) partners with a number of local authorities in the UK and manages Revenues and Benefits services for 13 of them. One of these is Southampton City Council. On their behalf LGS oversees 100,000 council tax accounts, 6,400 business rate accounts and 25,500 benefit claimants.
With around 60,000 customer communications being sent out per annum, each one of them requiring manual configuration, printing, fulfilling and posting, LGS partnered with Capita document & information services (CDIS) to find ways to beat down costs whilst boosting productivity.
Revenue Assistants are tasked with processing council tax payments. But it was clear to CDIS that staff were prevented from focusing on their core work.
Assistants had to spend unnecessary hours:
- making frequent trips to the printer
- waiting for print jobs to appear, sorting theirs from their colleagues’, reprinting when documents were lost or incorrect
- folding letters, inserting them into envelopes and then preparing them for the post
Manual processes meant valuable staff time and resources were being wasted, and customer satisfaction was at risk. In addition, it was impossible for LGS to accurately track print jobs and understand the costs associated with them.
CDIS partnered with LGS to devise an innovative hybrid mail solution that has transformed the way Revenues and Benefits customer communications are handled on behalf of Southampton City Council.
Whilst the Revenues department continues to create letters and documentation on-site, all correspondence from their Electronic Document Management System is now sent electronically to a secure, centralised Capita production facility. From there it is
printed, fulfilled and mailed quickly, more efficiently and more cost-effectively.
The result is that on behalf of the council, LGS is delivering a faster, more efficient service to the council’s customers, driving customer satisfaction, staff productivity and significant savings in the process.
Following the success of this partnership, LGS is rolling the solution out across 12 additional local authority partnerships across the country.
This partnership is delivering a range of benefits to Southampton City Council including:
- Better use of resources
Revenue Assistants are free to focus on their core work, allowing them to help the council’s customers more quickly and accurately. This in turn has boosted customer satisfaction as well as benefited staff by taking away the bulk of their administrative burden.
- Cost savings
Staff are free to do their jobs and temporary staff are no longer required in the department – a factor which on its own is saving £6,000 per annum. A significant reduction in the amount spent on paper, printing and postage.
- Accurate reporting
For the first time, LGS can track the exact cost of every print job, allowing them greater clarity and control over the entire process.
- Cost reduction
- Increased staff productivity
- Improved customer satisfaction
- Accurate management information
- Lower carbon footprint