The largest local authority in England will task the company with phone and email support for 1.6 million residents.
Billed as a ‘strategic partnership’, a statement from Capita outlines plans for a ‘resilient, multi-channel service designed to resolve enquiries at the first point of contact’. Reducing non-emergency calls and emails annually will also be a goal. As will improving support for vulnerable residents.
The firm has won the contract for four years, with options for three 12 month extensions after that time. In order to meet its obligations, CapitaContact will be used, a system built on Amazon Connect, which uses smart technology – including AI and voice analytics – to route and organise calls in terms of urgency. Constituents will be able to engage via phone, web chat and chatbot, and email.
‘Our new partnership with Kent County Council demonstrates how Capita’s technology-led approach can help public sector organisations deliver more efficient, inclusive services,’ said Richard Holroyd, CEO of Capita Public Services. ‘By combining intelligent automation with human-centred design, we will support the council in meeting the needs of its residents while enabling greater resilience and value for money.’
Capita is already responsible for a huge number of central and local government contracts. The company plays a role in processing medical data, benefit claims, student loan applications, BBC License fees, and TfL congestion charging. This is in addition to contact centres in a host of areas and on behalf of numerous businesses – O2, Irish Water, The National Trust and RSPCA all use the giant.
Tussell – which reports on public spending – reports the company was awarded £6.5 billion in public sector agreements between 2015 and 2021. More recently, Capita was handed a £14 million fine for breaching data laws and failing to protect sensitive data belonging to 6 million people, including financial and criminal records. It was also on a 2025 ‘name and shame’ list for minimum wage failures, compiled by HMRC, alongside British Airways and Pizza Express.
Image: Curtis Berry / Unsplash
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