Annual Review 2020

For the year ended 30 September 2020

Rising to the challenge - welcome to Civica’s 2020 review

We're proud to be a global leader in software for public services. As a trusted partner with over 30 years of sector experience, we’re committed to helping improve public services around the world. With all organisations stretched by the unprecedented challenges of 2020, Civica responded with a sustained effort to support our customers and their communities, whilst again delivering a strong performance for the Group.

Many organisations claim to be people-first. I’m immensely proud that during such an extraordinary year we demonstrated clearly that aspect of our culture. Throughout our global business Civica colleagues backed each other and the many customers we work with, showing great resilience, commitment and humanity. On that exceptional foundation we delivered a strong commercial performance without recourse to emergency Government support schemes, expanding our business for a 19th successive year and continuing to create new opportunities.

On behalf of the Board I would like to thank all our people for their outstanding contribution, and our customers and partners for their continued commitment and trust in Civica. We look forward positively in 2021 and beyond, as we continue to build on the significant potential for software and innovation to support improved public services.”

Simon Downing, Chairman

Group CEO Wayne Story reviews a year in which we responded to events and extended our record of growth and development

2020 was a year that no-one could have predicted, and I am proud of how Civica responded for our customers and colleagues. While maintaining business as usual through the pandemic we demonstrated the speed at which new digital solutions could be conceived and deployed for our customers. Civica people showed great resilience and commitment, producing rapid innovations to help deliver critical services for citizens and communities around the world.

Across the Group we performed solidly underpinned by balanced investment in our people, our products and our platform. Having taken early steps to safeguard colleagues, we maintained our record of operational and financial performance supported by our consistent strategy around our people, customers and growth. We grew sales on the foundation of our cloud software, recorded excellent employee and customer satisfaction ratings and achieved increased profit and cash generation.

As we adapt to an evolving situation in 2021 I would like to applaud the tireless efforts of our public services and other providers in responding to the changed needs of people and communities.”

Wayne Story, Chief Executive Officer


Download CEO 2020 Review

Across the key markets that Civica supports, our smart software has continued to help citizens and communities globally

Civica’s products and services are used by 2.5 million professionals globally to deliver improved outcomes across state, regional and local government, health and care, housing, education and public safety. Our combination of deep sector and technology expertise is helping our customers to meet unprecedented challenges to sustain and enhance public services. Through greater digitisation and automation and a growing use of cloud solutions, we continue to help address rising citizen expectations for innovative and efficient public services in Asia-Pacific and around the world.

Local and state government

Civica is helping local and state authorities around the world to transform community engagement and operational efficiency. During 2020 we grew the use of our cloud software in Australia-New Zealand and other key markets. And in response to COVID-19, we rapidly delivered new software capability and resources in order to support critical services and new working practices.

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Annual review local government sector 2020

Health and care

Our software is used to help improve clinical, financial and workforce outcomes in health and care. In 2020 we performed well while diverting resources to support customer priorities due to COVID-19. We accelerated cloud adoption, delivered exciting new innovations including our AI-based cost analytics solution Aurum, and added new capability through acquisition.

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Annual review health and care sector 2020


Civica software is used to support housing services for over 5 million people globally. In Australia and NZ, new sales following the introduction of our latest CX Housing software, has generated further growth. Within our global customer base, we secured excellent new contracts in the UK in 2020, including Places for People, the UK’s largest provider of social housing.

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Civica works with thousands of schools and colleges around the world. With increasing focus on cloud adoption, we expanded our support in schools in 2020 with the acquisition of Fretwell’s Saffron catering management suite, extended our school libraries programme in Singapore with a further contract worth up to SG$95.7 million and signed a new agreement with Education Scotland.

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Our people have again showed their commitment, as we help to deliver the public services of the future

Civica people: An exceptional team

Our strength lies in our people and our culture, which underpins both our value to customers and our continued growth and development.

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Civica people

2020: Strengthened by our people-first strategy

During 2020 we continued to focus on supporting and investing in our diverse global team. Adapting rapidly to the evolving pandemic while sustaining our expertise, we delivered 200,000 hours of learning and development.

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Annual review people first 2020
Through 2020 our people’s amazing resilience and commitment shone through. I’m so proud to work with such a passionate and dedicated team.”

Julie Chell, Chief People Officer

Julie Chell

A strong and consistent performance during an unprecedented year

Despite the extraordinary events of 2020, we maintained Civica’s track record of robust operational and financial delivery and extended our history of strategic development. In the year to 30th September 2020 we grew our EBITDA by 4.6% to £93.1 million on revenues of £424.9 million. We’ve now produced compound annual revenue growth of 13 per cent and EBITDA growth of 15 per cent across the five years 2015-2020 as we continue to create value for all stakeholders. Across the longer term, Civica and its customers have benefited from two decades of sustained expansion.

Phill Rowland
I am delighted to report continued strong results in what has been an extraordinary year, demonstrating our resilience and clear focus as a Group.”

Phill Rowland, Chief Financial Officer.