PRESS RELEASE: Civica has been selected by East Riding of Yorkshire Council to modernise all customer contact and deliver a more tailored, personalised and digital approach, focused on self-service. Civica’s appointment is part of an organisation-wide business transformation programme, which began in 2010, and is projected to achieve savings by 2019, contributing to £188m reduction in its budget.
Civica will implement a digital customer service platform to give customers self-service access to a range of digital transactions via a single account. The platform, which is part of the council’s Transforming East Riding programme, will provide an integrated view of customer contact and live customer intelligence to ensure service delivery and information is tailored, personalised, targeted and responsive to individual needs.
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. Training and opportunities to provide input will precede implementation to ensure employees are fully involved in the council’s ongoing digital transformation journey.
A broad range of services will be delivered online over several stages, with the first taking place in the second quarter of 2016. The initial stages will include:
Streetscene Services e.g. check bin collection dates, book and pay for bulky waste disposal, report highways and street lighting defects, apply for skip and scaffold licenses.
Public Protection Services e.g. report dog fouling and barking dogs, report noise and pollution issues, report antisocial behaviour, complain about private rented property, book and pay for pest control appointments, register a food establishment.
Council Tax e.g. view account balance, make payments, set up direct debits, apply for discounts and exemptions, change of circumstance, change of address.
Business Rates e.g. view account balance, make payments, set up direct debits, apply for reduction, change of circumstance, change of address.
Customers will be able to access council services through an array of devices and digital channels, from smartphones to self-service kiosks. With an ‘account based’ model, people will be able to track their transactions and view personalised updates on their own devices as well as through traditional face-to-face, telephone channels, and agile workers where appropriate.
Brigette Giles, head of resource strategy at East Riding of Yorkshire Council, explains: “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. The new platform will make sure the infrastructure is in place to allow us to make the necessary savings and reduce the 2.7 million calls our customer service network and officers receive annually. Furthermore, to support a much more agile workforce dealing with customers with complex enquiries.
“We needed a partner that can help us deliver cost savings and service quality in all areas. Before the appointment was finalised, Civica was able to demonstrate full compliance with the tender and specification requirements. This rigorous contract specification will help to ensure that all of our residents, from the most to the least digitally able will benefit. This extensive exercise in due diligence gave us the confidence we needed to push ahead.”
Councillor Jonathan Owen, deputy leader of East Riding of Yorkshire Council, said: “The council is pleased to be working with Civica who are market-leading specialists in digital solutions.
“Advances in digital technology are changing the way customers interact with organisations, with more and more transactions being made online, and the council is no different.
“As part of its Transforming East Riding Programme, the council is looking to improve and tailor service delivery in a digital age, enabling those who can use such technology to self-serve to report, request services, book events and make payments.
“This will allow the council to make savings whilst continuing to provide the services our residents’ value in a way that is convenient for them.”
Chris Ginnelly, managing director digital solutions, Civica, comments: “Public service organisations are under increasing pressure to reduce operating costs through process and service efficiency, improve the digital experience for users and ensure the digitally excluded are not left behind.
“We’re delighted to be involved in such a significant programme. Transforming East Riding is a great example of how taking a holistic approach to digital transformation delivers better outcomes for councils and their customers.”