RBCS 2011 Contract Best Value Review

Lambeth Council's RBCS 2011 Contract is a large outsourced contract that delivers the following services: • Lambeth Revenues service (Council Tax and Business Rates complete end-to-end) • Lambeth Benefits service (initial contact only) • Lambeth Contact Centres (Corporate Services & Housing) The incumbent supplier is Capita (LGS). The current contract commenced in 2011 although the Housing contact centre element only joined the contract in 2018. Periodically the RBCS 2011 needs to be 'best value benchmarked', against similar contracts in relevant business sectors, to ascertain whether it should continue as a viable cost effective, operation for the Authority. The contract is due a comprehensive Best Value review which we would like to be carried out via benchmarking of similar operations in similar organisations.

The benchmarking needs to support the Council's transformation agenda which comprises two strategic programmes to respond to these challenges:

• Total Resident Services Transformation • Customer Experience and Digital

The vision of the Customer Experience and Digital programme is "We make access to all council services simple for all, ensure that we offer a quality customer-focused service end to end, and enable maximum self-service for those that can."

Please see the attached documents for more information.