A New Era for Kent Resident Services: KCC’s Partnership with Capita
What the Four-Year Contract Means for Kent
Kent County Council (KCC) has recently announced a new four-year contract with Capita to manage its resident contact centre services. The agreement, valued at approximately 8.6 million, represents a shift towards modern technology and multi-channel communication designed to improve how Kent residents interact with council services.
This partnership replaces the previous contract with Agilisys, reflecting KCC’s commitment to delivering more efficient services while ensuring inclusivity and quality support. The transition is planned carefully to maintain uninterrupted access for callers and users.
Strategic Goals: Streamlining and Supporting Residents
The core intention behind the KCC and Capita partnership is to provide better resident experience by simplifying access to information and speeding up issue resolution. This includes handling over 1.5 million calls annually and a significant number of email and digital enquiries across Kent.
By streamlining services and adopting new technology, KCC aims to resolve most enquiries at the first point of contact, reducing wait times and the need for follow-ups. A particular focus is on supporting Kents diverse population, which includes rural residents, elderly individuals, and those who may struggle with digital communication tools.
How Your Interactions with KCC Are Set to Change
Faster Resolutions and Better Access for All
Residents can expect shorter waiting times and more efficient handling of their enquiries. The new system is designed to prioritise urgent calls while intelligently routing routine questions to automated or digital channels. This means common queries such as waste collection days or school admissions can be answered quickly without waiting in a queue.
Beyond the Phone: The Rise of Digital Communication Channels
Capita will expand communication options to include webchat and chatbot services, allowing residents to connect with the council through their preferred platforms. These channels will be available on KCC’s website and mobile devices, providing help outside traditional phone hours.
The chatbot will be able to answer frequently asked questions instantly, while webchat agents will assist with more complex matters. Email services remain an option, with improved management to ensure timely responses.
Addressing the Digital Divide: Support for Non-Digital Users
KCC recognises that not all residents are comfortable with digital tools or have easy internet access. Therefore, the telephone contact centre remains a key component, staffed with knowledgeable agents trained to support vulnerable users. For those who may find it challenging to navigate automated systems, live support will be available and prioritised.
Additionally, KCC plans to work with local community groups and libraries to help residents access digital services and understand new ways of contacting the council.
The Technology Driving KCC’s Modernisation
Unpacking CapitaContact: AI, Automation, and Intelligent Routing
The new service, branded as “CapitaContact,” is built around smart technology. Artificial Intelligence (AI) and automation will handle routine tasks such as answering common questions or providing service updates. This automation frees up human agents to concentrate on more complex resident needs.
Intelligent call routing directs enquiries to the most appropriate team member based on the topic and urgency, helping reduce transfer rates and improving first-contact resolution.
The Role of Amazon Connect in Enhancing Service Delivery
At the heart of CapitaContact is Amazon Connect, a cloud-based contact centre platform. Its scalable and flexible design allows for rapid adaptation to call volumes and new communication channels.
Using this platform means residents benefit from better audio quality, system reliability, and quicker service changes, supporting KCC’s goal to improve accessibility and efficiency.
Value for Money: Financial Implications for Kent Taxpayers
Projected Savings and Efficiency Gains for the Council
KCC anticipates that the partnership will lead to cost savings through reduced call handling times and fewer repeat enquiries. These savings contribute to responsible management of public funds amid increasing budget pressures.
More efficient services also mean less strain on council resources, which can free up investment for frontline services that directly benefit residents, such as social care and education.
Investing in Future-Proof Public Services
By adopting modern technology platforms and flexible service models, KCC is preparing public services for future demands and potential disruptions. The new system is designed to evolve with residents needs and technological developments, minimising the risk of service delays or failures down the line.
A Look Back and Forward: The Transition from Agilisys
Acknowledging Past Partnerships and Ensuring a Smooth Handover
KCC extends thanks to Agilisys for their service, which has supported residents over the past contract period. The change to Capita has been managed with an emphasis on continuity, including comprehensive staff training and system testing to avoid service interruptions.
The council remains committed to transparent communication during the transition, keeping residents informed about any changes and promoting the new contact options as they come online.
The Broader Impact: What This Means for Kent’s Public Service Landscape
Potential for Innovation and Future Service Developments
This partnership with Capita and the deployment of advanced technologies opens the door to further innovations in Kent’s public services. The council may extend digital service capabilities, integrate with other local government platforms, or pilot new tools to assist residents in the future.
Addressing Resident Concerns and Future Challenges
While the planned changes aim to improve experience, some residents may have concerns about digital access, data privacy, or job impacts within the council. KCC is committed to addressing these issues openly and ensuring adequate human support remains available.
The council acknowledges initial adjustment periods are to be expected and encourages residents to provide feedback to help refine services.
Your Questions Answered: Getting the Most Out of KCC Services
- How can I contact KCC under the new system? Residents can still phone the contact centre as usual, but also use webchat, chatbot, or email options accessible via the KCC website.
- What kinds of queries can be handled instantly? Common questions about bin collections, council tax, and school admissions will often be answered immediately through AI-driven chatbots or automated responses.
- Will there be support for those who find digital tools difficult? Yes, telephone lines remain staffed by trained agents, and initiatives with community partners will offer help to get online.
- How will I know if my enquiry has been resolved? The system aims for first-contact resolution, but where follow-up is needed, you will receive updates via your chosen communication channel.
- What if I experience any disruption during the transition? KCC has taken measures to avoid interruptions and will provide updates via local media and its website if any issues arise.
Kent residents are encouraged to explore the new way to contact the council and share any questions or comments so services can continue to improve. More information is available on www.kent.gov.uk/contactus.
