How Capita s One helps

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1 How Capita s One helps We ve achieved true digital transformation in how we automate and manage repairs, offering our customers a seamless experience and realising efficiencies in the process. Neil Bancroft, Peaks & Plains Housing Trust Keeping society moving

2 Citizens access all their services from one place Citizens apply online for benefits, school places and early years funding as well as pay rent and log repairs. Face to face/phone/webchat Frontline teams use customer service automation to free up time for complex cases Support multi-agency working with shared information amongst appropriate professionals Capita One View information from police and 3rd sector services Welcome to Capita One View educational data, including from Capita SIMS Powerful analytics to target resources and monitor performance Identify the most vulnerable, target early help and improve outcomes. Enable marketshaping by predicting the need for services We re in an age of digital transformation, with emerging technologies such as artificial intelligence, headless user interfaces and smart sensors already revolutionising how we live and work. These new technologies are also starting to be adopted by local authorities and housing organisations as they seek solutions to help them deliver high quality services which make a difference. At Capita One, we re in the unique position of touching nearly every element of local government and housing jurisdiction. I believe passionately that this, combined with Children & families The complete picture of a child, young person and family Revenues and benefits Comprehensive property and household information with extensive integration and automation Social housing 360 view of tenants and properties, with mobile estate management and automation Social care and health Support integration with health and help people live independent lives being at the leading edge of software innovation, makes us ideally placed to shape and create the next generation of software to help public and community services do more with less. Our commitment is to support you to have a lasting, positive impact on people s lives by ensuring you have a clear view of the people you support and the analytical tools to target services effectively, helping to build stronger and happier communities and move society to a better place. Payments and finance - Secure, convenient payments for rent, council tax, waste services and other income, as well as expenditure such as grants and benefits Digital document solutions - Fast access to information for staff and a better experience for customers with streamlined electronic document management Anthony Singleton Managing Director, Capita One

3 Deliver better services Achieve better outcomes Make it easier for citizens to access services Self-service options Monitor performance and understand where to target resources ease pressure bring services closer to A comprehensive view of predictive = on resources + your communities a child, family or customer + analytics = insight for informed decisions Drive a digital first culture by offering intuitive self-service apps and portals which citizens are comfortable using, freeing your teams to focus on delivering high quality frontline services. From school admissions and transport, to online social housing repairs management, to council tax payments and benefits applications, you can make it possible for citizens to access services easily, at a time that suits them. Customisable self-serve options, designed to be used across multiple platforms and devices including smartphones, tablets and games consoles, remove the need for onerous data-entry and help speed up decision-making. When your digital transformation touches on several areas of your organisation, further valuable benefits can be realised such as single sign-on, where customers use one login to access a range of services. Nearly 900,000 parents applied online for a 2017 school place using Capita s One School Admissions Portal Machine learning - when computers learn and make predictions from data without being specifically programmed - is already embedded in our everyday lives, offering recommendations we now take for granted. Predictive analytics offers powerful potential for organisations providing public and community services, to reveal trends, highlight who needs additional support, and show where the gaps are in services - crucial when you re faced with limited resources and need to know each service is having a positive impact. From understanding where a child would benefit from early help, to seeing how elderly people can be supported to live independently and knowing if a tenant needs support with their rent, you can better support your most vulnerable communities. How it works a day in the life of a director of children and families services My analytics dashboard draws on all the information in One gathered by the different agencies and departments to provide reports which uncover the stories behind children and young people behaviours. Such strategic analytics enables me to understand trends, such as over-representation in youth justice and unemployment. Heat maps show areas particularly affected so we can target prevention resources. Moving online has cut the number of late applications for school places. Information is captured automatically too, so there is no longer any need to spend time re-keying data into the system. The whole process is slicker and the equivalent of two months work has been saved for a full-time member of staff, who can now spend more time on other tasks. Councillor Tim Swift, leader of Calderdale Council How it works an early warning system to avoid homelessness Sometimes tenants fall into arrears and into homelessness because they struggle to manage a budget. With predictive analytics, social landlords can see early if a tenant is facing increased financial stress and can mitigate the risk of arrears with support, perhaps suggesting a payment plan or debt counselling. Providing help before people reach crisis point ensures a steady flow of rental income and encourages citizens to remain in control of their finances, contributing to a better quality of life. I can learn about over-representation of cohorts, such as young people who are looked-after or with SEND, by simply dragging and dropping the cohorts I wish to investigate on my dashboard. With this information at my fingertips, I can understand what lies behind offending and disengagement and monitor service delivery so resources can be targeted to improve outcomes.

4 Make the most of your resources using the latest technology Empower your workforce to achieve more Automation + mobile working efficient = + workflows empowered staff Adopt emerging technologies with a trusted partner Innovation + rigorous governance = limitless opportunities to improve service delivery With your teams focused on achieving positive outcomes, they need to feel supported to perform their roles effectively. We prioritise research and development, putting significant investment into enhancing products to stay ahead of your evolving requirements. We believe the Internet of Things, chatbots, headless user interfaces and predictive analytics all have the potential to transform service delivery whilst enabling you to do more with limited resources. By providing staff with intuitive, mobile management tools, you free them to focus on the people who need them most. Shared information amongst appropriate professionals enables better decision-making whilst automation saves time so staff can focus on the more complex cases. How it works Saving 264,000 over 3 years Runnymede Borough Council selected Capita One to allow citizens to manage and apply for services online, including signing up to e-billing, managing contact details and information on refuse collections and council tax. The efficiency gains are expected to generate savings for the Council of approximately 264,000 over 3 years. The reassurance of an established supplier who understands your values As these and other technologies emerge as realistic, feasible solutions to help you improve outcomes and understand how customers live, it s good to know you can rely on our rigorous governance and established record in providing leading software solutions. From supporting social landlords with smart home-connected sensors, to intuitive mobile management tools and powerful analytics, we re able to enhance our software quickly to respond to your changing needs and the latest statutory requirements. Shaping the future with data science We re working with data scientists - data interpreters who derive meaning from big data and provide valuable conclusions and evidence on which you can base decisions. How it works transforming customer experience Paul Turrell, Chief Executive, Runnymede Council, says: Capita s One has allowed us to build services around the needs of our citizens, providing more accessible, convenient, responsive and inclusive channels of engagement. Even for complex queries, we anticipate the ability to easily join up information from across the Council. This will enhance citizen experience while also generating efficiency savings. Peaks & Plains Housing Trust wanted to make it easier for tenants to pay rent and log repairs. They partnered with Capita to create a customer portal, integrated with Capita s back-office and mobile solutions, to manage and automate all their information. Neil Bancroft, Head of Service Improvement, says We ve achieved true digital transformation in how we automate and manage our repairs, offering customers a seamless experience whilst realising efficiencies. Process claims 20 times faster Application > assessment > decision > communication From over 40 minutes to less than 2 minutes Reduce the IT burden on your teams and budgets Integrated systems + hosted options = reduced IT overheads Your infrastructure can be hosted to reduce your IT ownership costs. Your system is fully managed by Capita, including backups, upgrades, installations and disaster recovery within a highly secure environment. Our expert team provides technical support and service reviews to ensure all environments are fully maintained.

5 Find out how Capita s One can help transform the delivery of your services: info@capita-one.co.uk Follow us on Monthly newsletter Subscribe to our monthly e-newsletter to get the latest videos, opinion pieces and software updates directly to your inbox. Sign up at With increasing numbers paying by direct debit, and the growing popularity of online billing, we are seeing fewer people fall into arrears on their council tax payments which is really good news. By ensuring people pay their bills on time it protects the public purse and means more money is available to support our vital services. Matthew Barber, Leader, Vale of White Horse District Council Capita One, Franklin Court, Priory Business Park, Cardington, Bedfordshire MK44 3JZ t: f: e: info@capita-one.co.uk w: A trading name of Capita Business Services Ltd. Registered office: 71 Victoria Street, Westminster, London SW1H 0XA. Registered in England No