23 April 2008


Civica is a leading provider of consulting, technology and managed services that help public sector organisations to improve service delivery to their communities. Our people work with more than 1,700 public organisations around the world, in local government, social housing, education, enforcement and healthcare. With a 20-year history in the UK, Australia, Singapore and the USA, Civica blends the experience of successful programmes with fresh ideas to help our customers reach out with improved services.
In local government, Civica supplies 89% of the UK’s local authorities. Our integrated approach to the provision of software and services is designed to support the changing needs of the public sector, and our products and services are behind local transactions with 25 million citizens and businesses.
IT-based solutions are essential in delivering public services and in achieving priority outcomes. From creating and delivering performance plans to implementing effective systems that streamline complex or repetitive tasks and processes, Civica blends advice, systems and service delivery to help join up customer service across the organisation in the delivery of modern and efficient services.
Liverpool Direct Limited
Liverpool Direct is reaping the benefits of modern electronic document and workflow solutions across one of the largest contact centres in local government. New technology from Civica has been a catalyst to ensure clear, streamlined end-to-end processes across front and back office, introducing a holistic approach to service level management. Time taken to process new benefits claims has been cut by 75% and incoming calls reduced from 12 million to 4 million, while average customer waiting times of less than 4 minutes have been achieved.
 “Our performance has improved beyond recognition. We used to be one of the worst authorities for revenues and benefits and now we are among the best. It’s been an incredible success for Liverpool Direct.”  David McElhinney, Chief Executive, Liverpool Direct Limited
City of Edinburgh Council
The City of Edinburgh Council has implemented electronic document management (EDM) and workflow solutions in its Revenues and Benefits department to help alleviate the headaches caused by manual processes, such as filing and application processing. As a result of the implementation the City is on target to make £2 million in savings in the next five years and to achieve 25% efficiency improvement in meeting Quality of Service targets, as well as delivering customer services via new, integrated channels and helping citizens to engage more easily with the council.
London Borough of Hammersmith & Fulham
Following the implementation of an e-payments service the Borough became the first in the UK to reach £1m a month in revenues through an e-payments channel. Transaction costs for routine payments have been reduced and 1000 staff hours a year saved. Civica is now delivering an e-procurement service to electronically manage the entire ‘purchase to pay’ cycle including requisition and ordering of high volume goods and the management of temporary personnel.
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