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Fairer collections. Stronger communities.
Every pound collected fairly is a pound that funds a service. Across the UK, rising demand and tighter budgets are stretching local and central government – while citizens rightly expect payments and support to be fast, accurate and fair.
We help public sector organisations protect and grow vital income across the whole payments and collections lifecycle – from assessing what is due, to making it easy to pay, to recovering debt with empathy. By combining specialist people, connected data and automation, we turn revenue operations into better outcomes for councils and citizens alike.
Delivering measurable impact
£3m
reduction in aged debt for Lambeth Council
£5.4bn
revenue collected each year on behalf of local authorities
£6bn
paid in housing benefits
<1 min
application processing from 5 days for TfL
A smarter approach to revenue and fairer collections
We bring together data, automation and specialist expertise to improve every stage of the payments and collections lifecycle.
We help you to:
One partner across the whole lifecycle
Most providers fix one part of the picture. We connect the whole journey, so revenue, benefits, payments and recovery work as a single, intelligent operation rather than disconnected processes.
01
Assess and calculate
OGet the right answer first time – accurate eligibility, liability and entitlement decisions that reduce rework, disputes and downstream debt.
02
Bill, pay and disburse
Move money accurately and on time – from billing and accounts payable and receivable to benefit payments and payroll disbursement.
03
Engage and remind
Reach citizens on the right channel at the right moment, with communications that prompt earlier, easier payment.
04
Collect and recover
Recover what is owed efficiently and compliantly – using data enrichment, tracing, identity verification and fraud detection to focus effort where it counts.
05
Support and protect
Identify and support vulnerable citizens throughout – using segmentation and analytics to tailor help and safeguard wellbeing.
Reducing aged debt and improving financial stability
Aged debt is one of the biggest pressures on local authority finances – money owed that is tied up instead of funding essential services. We help you take control of it before it grows.
We help you take control though:
- intelligent segmentation of debt
- targeted engagement strategies
- optimised recovery processes
- earlier intervention using data and analytics
For Lambeth Council, this approach resulted in:
- £3m reduction in aged debt
- £500k additional revenue
- £1.2m in committed payment arrangements
Faster payments, better outcomes
Our expert services and technology transform revenues and benefits processes for local authorities, speeding up payments to citizens while keeping collection rates strong.
We support councils to:
- process benefit claims quickly and accurately
- recover overpayments efficiently
- maintain strong collection rates
- support vulnerable citizens
At Harrow Council, we have:
- processed 204,000 benefit claims
- completed 216,000 recovery actions maintain
- reduced aged housing benefit debt by £5.4m
- achieved 97.6% completion of key alerts
To see continued improvements since we have worked with Capita is really pleasing. These are the best ever processing rates for benefits which gives us the confidence we are serving those most vulnerable in our borough in the most efficient way.
Fair, citizen-first collections
Collections must be effective, but they must also be fair. The welfare of vulnerable citizens is always the priority, and the best recovery outcomes come from treating people with empathy.
We use data, segmentation and AI to:
- identify vulnerable citizens early
- tailor communication and support
- prioritise cases effectively
- improve recovery while maintaining empathy.
The result: better outcomes for councils and the communities they serve.
Using AI and automation to work smarter
We apply AI and automation across the lifecycle to improve both efficiency and citizen engagement, turning data into faster, more responsive public services.
Our capabilities include:
From CapitaContact.AI and virtual agents to outbound communications, our AI is built for the realities of public service delivery.
Let's strengthen your revenue and protect your citizens.
If you are looking to improve collection rates, reduce aged debt and deliver fairer services, we are here to help. Complete the form below to get in touch.