Case Study: West Sussex County Council achieves £2m savings with Capita One

Redesigning administrative services at West Sussex County Council

West Sussex County Council partnered with Capita One to streamline its administrative office services across the council. The challenge was to make back-office operations more resilient, efficient, and cost-effective while improving service delivery, reducing paper-based processes, and removing single points of failure.

Capita One redesigned the council’s administration model by consolidating generic tasks into a central office resource hub, creating specialist pooled admin teams, and retaining embedded support where face-to-face or location-specific work was needed. The new model, supported by training and multi-skilling, delivered over £2 million in savings, reduced office sites from 18 to five, improved resilience and management information, and maintained service levels throughout the transition.

West Sussex County Council