Kent County Council partners with Capita to enhance contact centre services for residents

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Woman wearing headset

Kent County Council (KCC) has awarded a four year contract to Capita to deliver modern, resilient contact centre services that support 1.6 million residents. The contract is worth nearly £9 million, with options for up to three one year extensions.

Leader of KCC, Linden Kemkaran, said: “Our partnership with Capita marks a significant step forward in how we serve Kent residents.

“By harnessing innovative technology, we will resolve enquiries at the first point of contact, reduce non-emergency calls and emails year on year, and ensure that those who are vulnerable or unable to use digital channels receive the support they need.

“This collaboration will help us meet residents’ needs more effectively while delivering greater resilience and value for money for the council.

"My thanks go to Agilisys and their team for their excellent partnership in supporting our contact centre services since 2015. Their professionalism and commitment have helped us deliver high-quality services to our customers. As their contract comes to an end, their support and expertise will be invaluable in ensuring a smooth transition.”

Linden Kemkaran is smiling for his headshot photo in front of the county hall steps

“This collaboration will help us meet residents’ needs more effectively while delivering greater resilience and value for money...”

Linden Kemkaran Leader of Kent County Council

Capita will implement its ‘CapitaContact’ platform, built on Amazon Connect, bringing intelligent call routing, voice analytics, automation and AI to streamline how residents get help. This multi‑channel approach—phone, webchat, chatbot and email—supports KCC’s commitment to be digital‑first while making sure access is inclusive for everyone.

The four year contract is expected to deliver savings as new technology and automation are introduced over the coming years. These efficiencies will help the council deliver better value for money while maintaining a high standard of service for residents.

ENDS

Notes to editors

  • KCC takes almost 500,000 calls per annum and the call centre operates around the clock, with emergency calls prioritised.
  • Contract scope: multi‑channel citizen contact (phone, webchat, chatbot, email), 24/7 operation with emergency prioritisation, first‑contact resolution, and support for non‑digital access.
  • Technology: ‘CapitaContact’ on Amazon Connect, with intelligent routing, voice analytics, automation and AI.
  • Term and value: four years, with potential for three one‑year extensions and a value of almost £9m.