Case Study: Chorley Council achieves faster, more efficient citizen support with Capita automation

Chorley Council - Customer Case Study

Chorley Council’s Revenues and Benefits team needed to keep up with a sharp rise in Universal Credit claims, especially during the pandemic, without adding significant manual workload or delays for vulnerable citizens. Working with Capita and its automation services, the council had to improve speed and efficiency while maintaining timely support for people entitled to financial assistance.

Capita helped Chorley Council expand automation from e-claims to Universal Credit claims and council tax processes, enabling same-day decisions for most cases and reducing manual input. The result was the council’s strongest-ever performance, with 90% of citizens receiving a decision the same day data arrived, over 90% of UC change-of-circumstances claims fully automated, and more than 40% of new council tax claims automated.

Chorley Council

Stephen Lyon

Systems Manager (Customer Services)