East Riding of Yorkshire Council selects Civica to underpin its transformation programme

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 £188 million 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.