Improving public sector customer experience

Capita One2One is an innovative and dynamic Customer Experience Management (CEM) solution that is already transforming the public sector

Historically councils would initiate planning for service scope and delivery from an almost exclusively internal perspective. Their customers, the citizens of the borough, would have been somewhat surprised to expect their experiences as a customer to form a major driver of local service strategy.

How times have changed.

The inexorable rise of customer relationship management in the private sector has naturally led to greater demands and expectations of councils from their citizens. And now of course, following the Varney Report, there are central targets to be met in dealing more effectively and efficiently with customers online, over the phone and face to face.

Investment in open plan, accessible and user-friendly contact centres and online services has failed to deliver much of the savings in efficiency and cost that were heralded. A more holistic customer experience management (CEM) solution, such as Capita One2One, that encompasses not just front office delivery, but also measurable targeting and resource allocation, process re-engineering and the integration of innovative software tools can finally deliver the public sector transformation that councils want and their customers expect.

Contact us

To discuss how Customer Experience Management can help your organisation, please email: itsadsales@capita.co.uk or download:

Customer Experience Management Overview Paper