London Borough of Barnet

Customer and Support Group (CSG)

After running a competitive procurement process, Barnet Council awarded Capita the contract to run the council’s back office services, the Customer and Support Group (CSG).  The contract with Capita was signed on 5 August 2013 and the service commenced in September 2013.  

What is the NSCSO Project?

The New Support Customer Services Organisation (NSCSO) project was part of the One Barnet programme, the services are now known as the Customer and Support Group (CSG). 

The project aim was to reduce back office costs and improve customer service to residents.

The CSG will improve the service we provide to customers by:

  • reducing costs and increasing efficiency
  • providing a more flexible service in the future adopting best practice from other organisations.

Significant savings need to be made within all council services, including customer and support services, as government grants to local authorities continue to fall. In 2011, the council decided to look for an external provider to run the CSG.

The following service areas are provided by the CSG:

  • Customer Services
  • Estates
  • Finance
  • Human Resources and Payroll
  • IT Infrastructure and Support
  • Procurement
  • Revenues and Benefits
  • Commercial Services

A copy of the CSG contract has been published online.

Benefits

Financial

The NSCSO project was expected to deliver a minimum saving of 11% on the cost to the council over the ten years, equivalent to £40m. The objective has been significantly exceeded, the final benefits being as
follows:

• A guaranteed core service price reduction of 18.1% during the life of the contract, equivalent to £70m;
• A guaranteed operational net cost reduction by year 10 of 45%; and
• A guaranteed net financial benefit of £125.4m including procurement savings and income collection guarantees.

 Non-financial

  • a single point of contact for all customer enquiries
  • a better and more consistent quality of customer service within the council
  • more issues will be resolved on first contact and we will be able to respond more quickly to those we can’t answer immediately
  • you will be able to provide information to the council once, which will then be used to provide a range of services
  • you will be able to access council services in a number of new ways, making the best use of new technology.

How decisions were made

First Contact

Address:
North London Business Park (NLBP), Oakleigh Road South, London N11 1NP

Tel: 020 8359 2000

Fax: 0870 889 7458