Case Study: London Borough of Southwark improves revenues and benefits performance with Capita One

Innovative resilience solutions to meet the challenges of Universal Credit head on

The London Borough of Southwark faced significant uncertainty and cost pressures in preparing its benefits service for the implementation of Universal Credit. The council needed a flexible and resilient solution to manage fluctuating caseloads and complex service transformation without the high costs of internal resourcing. They partnered with vendor Capita One for their remote resilience service to address these challenges.

Capita provided the council with a fully-trained, flexible team to process a portion of its caseloads from an off-site service center. This on-demand solution allowed Southwark to easily adjust operational capacity month-by-month. The results included maintaining a 21-day processing time for new claims, improved performance ratings, and higher council tax collection rates, all while achieving a more cost-effective service delivery model.

London Borough of Southwark

Dominic Cain

Assistant Director, Revenues and Benefits