Thursday, January 15, 2026
Kent County Council (KCC) has awarded a four-year contract to Capita to modernize and strengthen its contact centre services, ensuring better support for the county’s 1.6 million residents. Valued at nearly £9 million, the agreement also includes options for up to three additional one-year extensions, allowing the council to maintain long-term service continuity while adapting to future needs.
Through this partnership, KCC aims to improve how residents access essential services by introducing more efficient, technology-driven solutions. Currently, many local authorities face rising service demand alongside budget pressures. Therefore, upgrading customer contact systems has become a critical priority for councils seeking to deliver faster responses without compromising service quality.
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."
Under the new contract, Capita will deploy its CapitaContact platform, which runs on Amazon Connect. This cloud-based solution introduces intelligent call routing, voice analytics, automation, and AI-powered tools designed to streamline how residents connect with council services. As a result, enquiries can be handled faster, and issues can be resolved more effectively at the first point of contact.
In addition, the upgraded system supports multiple communication channels, including phone, webchat, chatbot, and email. This multi-channel model aligns with KCC’s digital-first strategy while still ensuring inclusivity for residents who prefer or require traditional communication methods. By balancing digital efficiency with human accessibility, the council aims to provide consistent support across all demographics.
Moreover, the council expects the new technology to deliver long-term cost savings as automation gradually reduces manual workloads. Over time, these efficiencies should help KCC achieve better value for money while maintaining high service standards. Importantly, these improvements will not only benefit residents but also enhance staff productivity and service reliability.
The transition to Capita follows years of successful collaboration with Agilisys, which has supported KCC’s contact centre operations since 2015. The council acknowledged Agilisys for its professionalism and ongoing support during the handover process, ensuring minimal disruption as services move to the new platform.
Kemkaran also reiterated:
"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
Overall, this partnership reflects KCC’s broader commitment to improving public service delivery through modern technology, inclusive access, and operational efficiency. By combining Capita’s AI-driven contact centre platform with a resident-focused service strategy, Kent County Council is positioning itself to better respond to community needs both now and in the years ahead.
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