London Borough of Barnet

The London Borough of Barnet transform online HR services with Capita HRS & CoreHR


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Barnet is a large London borough serving a population of around 356,400 residents. In 2013, Capita began a 10 year partnership to support the Council’s new support and customer services (NSCSO). Under the NSCSO contract Capita and Barnet created the Customer Support Group (CSG) to deliver the Council’s back office services, including customer services, human resources and payroll, finance, IT, revenues, benefits, estates, corporate programmes and procurement. The CSG partnership is part of the Council’s change programme, which aims to reduce back office costs and improve services to users. Capita took on the full responsibility for managing the entire HR function in 2013 including all of the strategic outputs.

Before the CSG partnership was created, Barnet used the SAP system for financial processing and budget monitoring and HR across the Council. Over recent years the functionality provided by the system was not sufficient to meet the Council’s requirements and needed significant investment in order to meet the Council’s evolving needs. This was impacting on the efficiency of delivering the services and the view was taken that a move to a different HR platform would enhance efficiency, reduce cost and improve the way the HR service could support managers and staff right across the Council.


Capita had selected CoreHR as the replacement system on the basis of market analysis that covered LG functionality requirements, commercial and end user experience criteria. On day one of the contract, Capita commenced the complex programme to implement a new finance system, Integra, across the entire Council. They also commenced the implementation of CoreHR to fully meet the HR requirements of the Council. This programme included the removal of the Council’s legacy system SAP and launching these new platforms to bring greater automation and a culture shift across the Council.

Capita’s experienced transformation team worked alongside the CoreHR implementation team against ambitious delivery timescales. The new functionality means Barnet now carries out the majority of all HR processes online reducing the cost and environmental impact of paper based processes. It has provided a platform for ongoing transformation with the Council adopting a new performance management regime that will be supported fully by CoreHR.


• Transformed HR processes - from paper to fully automated.
• An enhanced user experience.
• Significant time & cost savings.

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“Strong HR performance and strategy is the critical to delivering an effectively run Council. Capita has worked with the Council to successfully deliver a complex transformation against ambitious timescales. We introduced CoreHR to support us in future proofing the HR service for the Council and to help modernize the way their staff can interact with our services. In re-shaping the HR function it was important that we had the right technology infrastructure in place to ensure the HR function would be cost effective and user friendly.”

Darryl Hill

Capita HRS, MD for Ireland

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