Staffordshire County Council
Capita partnered with SCC to implement a new communications strategy, and identified ways to streamline processes and deliver cashable savings.
- Consulting services
- Up to £500k per annum
The county of Staffordshire is home to 849,500 people in 355,000 households. The population is projected to grow by over 5% to reach 896,300 in 2021.
In the context of constant pressure on budgets, and faced with ever-increasing numbers of people with whom it needs to communicate, Staffordshire County Council (SCC) recognised the need for a new customer communications strategy. The strategy would need to uncover a wide range of financial and operational improvements across a complex array of council services, including multichannel communications.
- A truly independent approach
SCC commissioned Capita to conduct a review. Entirely objective and solution-independent, Capita’s review ensured that SCC gained true clarity into their operations. Armed with this expert insight, Capita was able to identify ways in which SCC could streamline processes to deliver cashable savings across a wide range of customer communication services.
- Matching objective insight with the business objectives
Anecdotal feedback was gathered, and this information compared to objective insight obtained. Both sets of data were then matched against the council’s core objectives to identify opportunities for improvement.
- Defined goals and weekly reports
Goals and key milestones were identified and agreed. Information was gathered in advance of the on-site review to help pinpoint high-potential areas for savings and operational efficiencies. Update reports, to include a RAG status, were submitted on a weekly basis.
- A roadmap for a transformed future
A key outcome of the analysis was the creation of a roadmap that aligned with the council’s overriding objectives. It included recommendations across thirty-eight projects covering eight departments, to include a mix of back, mid and front office functions (e.g. HR Service Centre, Debt Recovery and Learning Services).
Many of the opportunities identified can be implemented by SCC without the need for third-party resources.
This partnership delivered a roadmap outlining a range of potential benefits to SCC including:
- Cost savings
The potential to save more than £500k per annum across thirty-eight projects. Solutions ranged from transferring ad hoc back-office print to centralised production, transforming hard copy output to digital formats and effectively and efficiently utilising existing solutions and associated processes to transform outputs.
- Operational improvement
The identified projects represent an opportunity for operational improvements resulting in productivity gains and cost avoidance. Examples range from simple changes such as effective use of printers, to the complete transformation of business support functions, such as the mailroom and print services.
- Enhanced service delivery
Numerous projects were identified that will enhance services and correspondence that directly impact the citizen/ customer. These range from reducing the cycle time of handling inbound and outbound correspondence, such as the appropriate use of 1st class mail and postal re-direction services, to more complex direct engagement such as the enhancement of contact centre call handling and citizen engagement during consultation processes.
The service provided to Staffordshire County Council was Consulting services.