Empowering your workforce through mobile working

Capita’s mobile working solution enables workers to be better informed in the field, enabling the delivery of services on a ‘once and done’ basis.It frees your staff to achieve more with less effort, to improve response times and customer satisfaction, and to enjoy better working lives. It gives managers greater control over resources, greatly eases the administrative burden, and allows them to reduce costs while enhancing service quality.

Developed to meet the tough challenges facing the public sector, Capita’s mobile working solution is simple to implement, future-proof and self-financing.

“Within a matter of weeks we gained between a day to a day and a half per week for each debt officer in the field.”

Geoff Kirk Service Director,

Business Systems, WDH

True mobile freedom for your workforce

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With all organisations facing intense service and cost pressures, continuing to find more sustainable ways to optimise performance is key.One of the most promising strategies has focused on the introduction of mobile working. It enables people to operate more efficiently and flexibly in the field, providing them with remote access to information, systems and support. Reducing the need to return to a central location gives individuals more control over their working time and allows them to apply their skills more productively.

Many systems that claim to support mobile working can be constrained and limited in scope and practice. They’re difficult to roll-out, only function with specific devices, and often provide a fragmented solution that saps user confidence. Capita’s mobile working solution is different. It’s based on real-world understanding of how people interact with customers, colleagues, applications and information in order to do their work effectively and make the best use of their time. The solution not only enables mobile working, it helps focus skill, time and resources where they’re most needed – vital for any public sector organisation committed to meeting future challenges.

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Real-world productivityMobile working offers a range of practical benefits that will help organisations improve productivity, save money and enhance service quality.

Down with downtimeMany mobile systems depend on maintaining a connection in order to access information and work with applications. With Capita’s solution, users can continue to work productively offline even if their device loses signal. As soon as a connection is re-established, the system automatically updates back office files without need of further user input.

Fully functional applicationsWe believe that mobile working shouldn’t force users to put up with ‘lite’ versions of their applications that only offer a limited range of functions and data exchange. Even when working offline, our solution ensures applications are available to users in an appropriate form enabling them to perform tasks as efficiently as they could in the office.

Better management informationCapita’s mobile working solution includes real-time monitoring of field worker locations and schedules. This accurate information stream enables managers to allocate workload more equitably within their teams, to react more swiftly to changing circumstances, and to make the best use of resources.

Top securityInformation security is naturally an important concern for any organisation that sends large volumes of data over mobile networks. Our solution’s robust authorisation procedures and data encryption methods ensure that information is fully protected to a high standard at all times.

Easy expansion

Adaptability is central to Capita’s solution, working with a wide range of mobile devices or networks, incorporate existing software applications and communicate with a variety of back office systems. Consequently, it can be rolled out to directorates and departments at a pace and scale which suits needs, priorities and budgets.

Reduced carbon footprintBecause mobile working greatly reduces the need for people to return to the office to progress their work or report on assignments, car and other transport usage can shrink dramatically – cutting CO2 emissions and costs. There can also be scope to reduce office space resulting in beneficial impacts on your energy and resource consumption.

“Each week, our central debt team used to get printouts of their workload, generating more than 50,000 pieces of paper a year. Now everything is sent directly to individual tablets, and the team’s paper use is cut to almost nothing.”

Geoff Kirk Service Director, Business Systems, WDH

Most people want to do their jobs to the very best of their ability. Capita’s solution helps remove the barriers that stop them, empowering users to work for the community, in the community.It’s a common experience. You turn up at the customer’s home to discuss an issue and soon gather all the information you need. You know exactly what should be done and the people you need to liaise with. In theory, you could get the matter sorted out in a couple of hours. In practice you know it will take days or even longer because you’ll have to wait until you’re back in the office to submit several forms, track down the right individuals, and ensure the task is prioritised.

With a mobile solution, you have everything you need, there and then: the right forms, the live data and work schedule, access to live comprehensive case history.

The necessary action can then be taken directly with the customer, so they receive a better service experience and are happier as a result. As you can achieve the task in one step instead of many, you can also plan your time at work better and achieve more.

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Time to be effective

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Proven in practiceMobile technology should never impose extra burdens on users – it must provide them with a practical support system. If mobile working adds complexity to tasks or creates additional stress for people, then it has failed. Capita’s solution is designed around the practical needs of staff who work on location, making working life easier because this is the key to improving service delivery, quality and efficiency. Underlining the validity of this approach is the fact that staff retention goes up when mobile working is implemented.

“Our customer satisfaction has moved up from 65 to 95 per cent.”

Andy Marshall, Repairs Manager, Repairs Direct

The Royal Borough of Kensington and Chelsea TMO is one of the largest tenant management organisations in the country. Seeking to bring its property repairs in-house and improve customer services, the organisation turned to Capita for the solutions needed to fully mobilise the workforce and effectively manage the processes at its new subsidiary, Repairs Direct.

Having established that one of the first things required was a flexible, reliable repairs management system, Repairs Direct implemented Capita’s mobile working and contractor management solutions. These work in tandem to coordinate all aspects of repairs including people, stock and data handling in real-time. With this pairing in place, Repairs Direct’s operatives were granted easy, instant access to all the information necessary for their daily tasks via mobile devices, which also link back to job scheduling and direct appointment setting.

Since the project went live, routine processes have become simpler. “Our

team now books appointments and allocates them to operatives who access their jobs directly on their mobile devices. The maintenance worker can then note any extra work that needs doing for the repair, get the materials and complete the job,” states Andy Marshall, Repairs Manager at Repairs Direct. Further benefits have included greater automation and stock control.

The new set-up means Andy and his team can focus on improving services. “Since we made the change, our customer satisfaction has hit 95 per cent. This is just in the first six months – it’s a great start.”

Transforming repairs services in Kensington and Chelsea

Case study resultsThrough implementing mobile working practices Repairs Direct has realised the following benefits:

• Improvedcustomersatisfactionfrom65percentto 95 per cent

• Betterservicedeliverytoresidents

• Moreefficientplanningofoperatives’time

• Greaterflexibilityinarrangingappointments

• Amoreengagedmobileworkforce

• Tightercontrolofstockmanagement

• Timesavedbyautomatingmanymanualprocesses

• Avaluabletoolformonitoring and analysing trends in service.

Built-in flexibilityCapita’s mobile working solution is able to work with virtually any device and integrate with existing software, making it adaptable, future-proof, and highly cost effective. Our solution uses the concept of ‘active middleware’ – an intelligent and robust software layer. This acts as the link between a mobile device and all the

back office systems, data and dedicated software that the user needs to access when out of the office. The solution is transparent to the user, operating in real time, and can effectively integrate information obtained from a range of specialist sources.

This ensures excellent operational flexibility, as well as great flecibility in implementation.

Because the solution is designed to work with legacy systems it can be implemented in phases with new areas and departments being included according to need.

Time to find out moreCapita’s mobile working solution is provided with highly comprehensive support and expertise and often forms part of a wider transformational programme.

Email cssenquiries@capita.co.uk Visit www.capita-software.co.uk/mobile

Arrange your FREE consultation to explore how mobile working could help your organisation: contact us today!

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