Civica scoops East Riding of Yorkshire customer service deal

East Riding of Yorkshire Council has awarded a £2.1m contract to Civica to deliver a customer service platform.

The five-year deal is part of the authority’s business transformation programme which began in 2019, aimed at helping reduce its budget by £188m.

Civica has been brought on board to give customers self-service access to digital transactions through personal accounts. It is hoped the system will also reduce the 2.7m calls that customer service staff receive each year.

Brigette Giles, head of resource strategy at the council, said: “We are seeing a shift in approach and expectation from residents to transact with us in the same way they would with the private sector.”

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She said the new system would “support a much more agile workforce dealing with customers with complex enquiries”.

Civica’s Digital 360 platform will be used by the council’s key customer contact employees and by summer 2016 it will be rolled out to the council’s 330,000 residents.

Initial services to move onto the platform include environmental services, council tax and business rates.  

Chris Ginnelly, managing director digital solutions at Civica, said that access through kiosks would be available, ensuring the digitally excluded are not left behind.

Civic beat off four other suppliers to win the contract, for which the council originally budgeted £3.2m.

Colin Marrs

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