Lambeth Council selects Capita for customer services in £3.4m deal

Nine-year contract includes work to optimise contact centre processes

Lambeth Council has awarded IT services firm Capita a £3.4m customer services management contract.

The nine-year contract has been awarded through Lambeth Council's London-wide framework agreement. It will run alongside existing customer service support that includes 23 front-line services as well as a revenues service, which is managed by Capita.

Capita will provide customer service support across six new areas, and will also work with the council to optimise its contact centre processes as part of the council's wider customer access programme.

In addition, Capita will invest in employee training to help to ensure that as many enquiries as possible can be resolved in a single call to the council.

David Ashmore, director revenues, benefits and customer services at Lambeth Council, said that the council was focused on ensuring that the services being delivered are sustainable and of the highest quality.

"The new contact centre processes will support our ongoing shift to empower the resident and local businesses to access services online. This will not only be central to improving efficiency within the council, but will also increase engagement with residents," he added.

Capita's sales director, Giles Reid, said: "It's a superb vote of confidence to be able to build upon our current work with Lambeth and expand our current service offering. Our work with Lambeth will ensure that the customer remains at the heart of all activity."