Customer and Support Group (CSG) contract

Created 4 years ago, updated 4 months ago

The London Borough of Barnet has entered into 2 major new contracts that will save the Barnet taxpayer over £165m over 10 years, and deliver a wide range of service improvements to Barnet residents.

As part of the Council’s commitment to transparency, we have published the contract with Capita plc to provide the services that make up the Customer and Support Group contract (formerly New Support Customer Services Organisation (NSCSO) project).

The contract and associated schedules constitute 2,084 pages.

A guide to the contents of the contract is also published with a summary of reasons why some information has been redacted against each section of the contract.

Please note that these contracts are the intellectual property of the London Borough of Barnet and Trowers and Hamlins. No part of the contracts may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopying, or by any information storage and retrieval system without express prior written permission from both the council and Trowers and Hamlins. Any unauthorised use of these contracts without permission, particularly for commercial gain, will constitute an actionable breach of copyright.

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A guide to the contents of the CSG contract
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Schedule of redacted information and refusal notice.
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Contract  (1.33 MB)
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Contract body and schedules
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Corporate Programmes output specification
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Customer Services output specification
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Estates output specification
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Finance output specification
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Human Resources output specification
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Information Systems output specification
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Procurement service output specification
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Revenues & Benefits output specification
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Revenues & Benefits Service Delivery Plan
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Enterprise-Wide Insight service delivery plan
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Corporate Programmes service delivery plan
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Customer Services service delivery plan
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Estates service delivery plan
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Finance service delivery plan
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Human Resources service delivery plan
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Information Systems service delivery plan
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Procurement service delivery plan
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Schools service delivery plan
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Schools service delivery plan Appendix 2
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Transformation service delivery plan
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Transition service delivery plan
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Detailed Transition Plan

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Payment and Performance Mechanism appendices
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Service Provider Commitments - Tier 1
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Service Provider Commitments - Tier 2
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Service Provider Commitments - Tier 3