Case Study: West Sussex County Council achieves 97% productivity and streamlines statutory service delivery with Verint Systems' Operations Manager

West Sussex County Council Meets Statutory Service Delivery Goals with Verint® Operations Manager™

West Sussex County Council, working with services delivered by Capita, faced inefficient, largely paper-based processes for administering sensitive public services (social care, education, highways, waste). Limited visibility into task allocation, volumes, turnaround times and who was working on what made it difficult to consistently meet statutory KPIs and manage peaks in demand.

Capita implemented Verint Operations Manager with the Work Allocation Bot to automate task distribution by priority, skills and availability, add forecasting and provide performance dashboards. The solution now helps 250 staff manage over 3,000 tasks, raised productivity from 91% to 97%, streamlines end-to-end processing, and ensures delivery against rigorous KPIs while freeing managers to focus on coaching and improvement.

West Sussex County Council