Case Study: Swindon Borough Council achieves £18m savings and better customer service with Capita One

Working together to put the customer at the heart of service delivery

Swindon Borough Council partnered with Capita One to transform service delivery and become a more customer-centric council while delivering significant cost savings. The Council needed to overhaul people, locations, processes and technology to provide accessible, value-for-money services and resolve more enquiries at first contact.

Capita One implemented a 15-year strategic partnership covering customer services, ICT, property, HR, payroll and financial administration, including the creation of Swindon Direct: a one-stop shop, contact centre and centralised support model. The partnership is on track to deliver £18m in savings, has achieved 98%+ KPI performance, over 95% customer satisfaction, and improvements such as faster benefits processing, stronger audit results, reduced downtime, and multiple awards and apprenticeships.

Swindon Borough Council

Gavin Jones

Chief Executive