Civica, a global leader in software for public services, has extended its partnership with Enfield Council. Civica will continue to provide specialist contact centre solutions for the council, dealing with 95% of incoming calls at the first point of contact. The new, two-year contract will help Enfield further improve local services and support its wider Digital Transformation.
The contract builds on the initial partnership formed in 2017 to provide flexible resource for revenues and benefits processing, business rates collection, Single Person Discount reviews and Adult Social Care financial assessments. Working together, Civica and Enfield have been able to maximise enquiry resolution at first point of contact for council tax and benefits related calls, vastly reducing call waiting times for residents.
Through a combination of new collection initiatives, including improvements to the telephony service, Enfield increased its council tax collection rate in 2019/20 to 98%, boosting income by around £1.2m.
Built on the foundation of Civica’s cloud-enabled software platform for managing revenues and benefits, the company manages calls for the full cycle of council tax collection from initial billing, changes in circumstances, discount and exemptions through to recovery and enforcement enquiries. Civica also handles all types of Housing Benefit calls including enquiries on eligibility, evidence, appeals and overpayments. During COVID-19, all processes were moved to remote working with no disruption to services.
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