A Lincolnshire district council has invested in technology to help it deal with increasing customer demand for online solutions.
South Kesteven DC has focussed on channel shift to make the most of its resources and maintain a high degree of customer support where it is most needed.
Strategic director Tracey Blackwell said: “We have invested in Civica’s digital solutions in recognition of the need to offer our customers access to a wide range of services 24/7. Our aim is to make the most of our resources and deliver the services that our communities need in the most effective way.”
Chris Ginnelly, managing director of digital solutions at Civica, said: “This initiative shows how we work with local authorities to help drive innovative transformation and deliver bigger and better quality services.
“Knowing that councils have to justify any new investment with a well thought out business case, we’ve used our return on investment modelling tool to help South Kesteven to do this. The council has redesigned the processes and Civica has provided support to make sure best practice has been followed and benefits can be delivered quickly.”
The council began the digitisation project by moving its recycling, garden waste and licensing services online with the Civica portal. This has enabled high levels of automation for some processes.
The streamlined processes integrate with key systems, removing the need to re-key information. The council is also creating a single view of the customer which is improving customer service levels and allows the redeployment of staff to support more strategic tasks.
Information is now amalgamated so staff can access the information to answer queries faster and proactively offer solutions. Everyone in the local community can create an individual online account where they can access all their personal information, interaction history and access and pay for council services.
Civica’s digital solutions help local authorities and their partners to access, organise, control and distribute increasing volumes of information securely across different systems through multiple channels, while providing demonstrable legislative compliance and best practice.
It is used by almost one in three local authorities including more than a third of London’s boroughs and many social housing groups as well as high profile and award winning projects such as Eastbourne BC, Powys CC and Harrow LBC.