Capita survey reveals views of local authorities

Monday 8 September 2008

Capita survey reveals views of local authorities

Local authorities believe reliability in partners is a number one priority.

Capita survey reveals the views of local authorities on partnerships including some interesting findings on who they consider champions in business transformation in other sectors

A survey by Capita Software Services has revealed that local authorities believe reliability in service delivery is a number one priority when working with a partner. Second to this is the ability to deliver services cost effectively.

Around 80% of those questioned from the local government sector still believe that the shared services approach can help an authority gain economies of scale. However, as outlined in Capita’s shared services white paper, published last year, shared services in local government were seen as more of a vision rather than a reality.

Ian Gates, director of Capita Software Services, commented: “The survey’s respondents clearly support the view that shared services can produce economies of scale and help harness the best technology to deliver improved customer service. The issue still remains how  to bridge the gap between supporting the move to shared services and actually delivering them. External partners with expert flexible resources can often act as a co-ordinator of such projects removing the burden of change while authorities concentrate on their day to day activities.”

Additionally, the respondents revealed some interesting observations on who they consider outside of public service as a champion of business transformation. Many of the champions were popular figures in the public eye from a wide spread of sectors from restaurateurs to entrepreneurs. This included the following:

Sir Alan Sugar (entrepreneur/businessman/TV personality)
Sir Richard Branson (chairman of Virgin Group)
Sir Gerry Robinson (businessman/TV personality)
Gordon Ramsey (celebrity chef/restaurateur/TV personality)

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*121 Capita Software Services customers from the local government sector were surveyed

Capita Software Services in local government and social housing is the leading supplier of customer services, revenue and benefits processing and services, payment collection and income management software, online applications, mobile technology, revenue and benefits policy training and integrated housing management systems within the public sector and housing market place. As a division of the Capita Group Plc, the company has seen strong and consistent growth since its inception in 1994, and works with over 70 per cent of local authorities.

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