Enfield LBC is set to improve customer service for housing tenants by extending online services and enabling mobile working for officers with Housing Cx, a housing management solution from Civica.
Enfield LBC is a leader in its investment in digital technologies and has achieved significant channel shift, with 37,000 new online registrations for council services over the last six months.
Housing Cx will support Enfield’s business-wide digital transformation programme to provide tailored self-service capability for tenants, including assisted self-service, either via face-to-face, telephony or online support. Housing Cx will integrate with Enfield’s corporate customer relationship management solution, using standard web services to deliver customer-facing services, enabling Enfield to provide a seamless, consistent and efficient service for all residents.
Housing Cx helps housing providers transform tenant services by enabling mobile working for staff. Through its application-style interface, which is accessible any time, any place and from any device, Housing Cx helps housing officers work smarter, by being able to access the system wherever they are and with real-time access to information when visiting tenants.
In line with Enfield’s corporate strategy to use cloud technology to underpin the digital transformation of its services, a fully managed housing solution will be delivered via Civica’s secure managed cloud platform. This will enable the authority to benefit from an assured and efficient service that provides not only increased agility and capability, but also reduced cost of ownership and risk.
Mike Weston, head of ICT, Enfield LBC, said: ”At a time of significant change and uncertainty brought about by government reforms to housing and welfare as well as public sector budget savings, we were looking for a partner to help us transform housing services.
”We have a long-standing relationship with Civica across a number of areas, and felt confident it would be the right partner to help us achieve our digital vision of providing an excellent and seamless customer experience for all residents.”
The Housing Cx solution is fully integrated with OPENRevenues, Civica’s council tax and benefits administration system, which is also delivered as a managed solution to support the effective administration of revenues and benefits. Integration between OPENRevenues and Housing Cx will enable Enfield to achieve more efficient processing of rent arrears through increased automation, as well as being able to view real time changes to housing benefit in rents.
Jeff Hewitt, executive director - housing and asset management, Civica, said: “Enfield is a great example of how digital solutions can be used to transform customer service. Housing Cx supports Enfield’s vision for digital service delivery by enabling tenants to access housing services online and also reducing employee workloads through enabling efficient and flexible mobile working, allowing the council to focus on providing better outcomes for its residents.”