Civica Local Government

Transform the way you work

Transform the way you work

Working with almost 1,000 local authorities around the world and underpinned by leading systems for multi-channel customer contact, case management and administration, Civica is helping customers to maintain and improve service delivery while spending less.

Do more. Do better. Spend less

Civicas software, cloud-based IT services and outsourcing help local government to deliver responsive services, reduced cost and better outcomes.
At the core of Civica is an in-depth knowledge of local government business processes and technology, informed by more than 25 years of experience. Drawing on this we provide an extensive range of market-leading and increasingly cloud-based systems, which help to streamline and automate service delivery from agile customer services to efficient back office operations. Our unique combination of people, technology and business process expertise makes the company a trusted partner for transformational change in the delivery and efficiency of essential services.

95% 300

of councils in Great Britain supported by Civica

customers rely on managed and cloud-based services provided by Civica

25million 150million
people served by local teams using Civica systems documents turned into efficient electronic processes

Multi-Channel Contact Management

Payments

Workflow

Maps

Records

Documents

Business Functions

Revenues & Benefits

Housing

Health & Social Care

Education

Libraries

Environment & Planning

Blue Light Services

Fleet

Corporate Functions

Finance

Procurement

HR & Payroll

Legal

Pensions

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Local Government Sector Overview 03

Our Customers
Civica is a strong, stable and growing partner for our customers. We blend the broad capability and experience of a large company with the commitment, flexibility and responsiveness of a specialist. Building on a track record of successful long term partnerships, we facilitate, improve and transform a wide range of customer business processes in order to sustain improvement and achieve savings.

The relationship with Civica has raised the quality of our external partnerships to a new level.
Julian Wain // Chief Executive // Gloucester City Council

Gloucester City Council

Since 2011 Civica has provided outsourced revenues, benefits, welfare rights and counterfraud services in partnership with Gloucester City Council as part of a wider process to transform the councils approach to back office and corporate services while delivering savings of over 1.5 million. Through the partnership Gloucester benefits from resilient services and improved performance with lower operating costs than retaining in-house provision as well as an increased ability to innovate and pilot new ways of working. Improvements during the first year included the highest performance in processing new claims for benefits and changes in circumstances, while creation of a service and innovation centre in the city has provided a foundation for outsourced and OnDemand services to other authorities.

Eastbourne Borough Council

Civica is a key partner for Eastbournes award-wining transformation programme, working with the council to help re-engineer local services and save 3 million through IT-enabled improvement including streamlined processes and agile working. Following a successful first phase which involved deployment of electronic workflow and document management across 12 service areas in a rapid rollout, Civica is working with Eastbourne to develop a pioneering approach, the Future Model, including re-design of services to achieve a customer centric way of working using new Civica technology. The approach incorporates multichannel contact management including online and GIS-based transactions to support the councils channel shift strategy, with integration of service requests into back office systems to create a consolidated and integrated IT platform.

Tower Hamlets Council

Outsource

Tower Hamlets chose to outsource its document management to Civica helping to reduce overall benefit application processing times from 33 to 6 days, supported by the efficient back-scanning of 9.2 million documents. Civica and Tower Hamlets designed a radical new approach based on Civicas Electronic Post Room, a fully outsourced document tracking and processing system integrated with the existing

Civica EDM & Workflow system. The new solution reduces the previous local labourintensive workload, dramatically shortens processing times while reducing errors and office space requirements. This also enables customer service staff to deal with enquiries more quickly as cases are consistent, complete and delivered in a timely manner to whoever needs them.

streamline

records

s d r o rec

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e c r u o Outs

Local Government Sector Overview 05

A 10-year IT outsourcing partnership with Civica is helping Luton Borough Council create IT-based savings and improve front line services as part of a broader programme to save

Civicas technology is helping Powys Council to streamline processes for more than 3,000 employees from social care to libraries to save

12 million
New systems and processes implemented with Civica have enabled award-winning Stockport Council to cut benefit processing times by 75% and make annual savings of

5 million
Civica is working with the EK Services partnership set up by Thanet, Dover and Canterbury councils to improve and share processes that allow staff to deliver more productive joint services and drive savings of

270,000
West Yorkshire Pension Fund uses Civicas award-winning pension administration system to enhance operational efficiency in managing funds of over

400,000
Civicas PCI-compliant cloud-based payment solutions are used by more than 120 authorities to process annual transactions of over

7 billion

1.2 billion
Find out how Civica can help you transform the way you work: Email: enquiries@civica.co.uk Web: www.civica.co.uk

06 www.civica.co.uk

About Civica
Civica is a market leader in specialist systems and business process services that help organisations to transform the way they work. Through experienced people who understand service delivery, the Group applies software, managed services and outsourcing to help customers streamline their activities. Civica supplies more than 2,000 organisations in the UK, Australia, New Zealand, Singapore, Canada and the USA, helping our customers to achieve a successful and more cost efficient way of working.

London 2 Burston Road London SW15 6AR Tel: +44 (0)20 7760 2800 www.civica.co.uk

Leeds Vanguard House Dewsbury Road Leeds LS11 5DD Tel: +44(0)113 244 1404 www.civica.co.uk

@CivicaUK www.linkedin.com/company/civica

Copyright Civica Group Limited 2013. All rights reserved. Product names referenced in this document may be trademarks or registered trademarks of their respective companies and are hereby acknowledged.