OnDemand Customer Services

Supporting your service delivery with a flexible approach to improve citizen queries

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With ongoing pressure to do more with less, your customer service teams face a number of challenges whilst being expected to consistently improve the delivery of critical citizen services.

We manage customer service operations nationwide, with a proven multi-channel model, including telephony, webchat, social media, email, white mail and face-to-face service delivery.

Why choose Civica?

We focus on building long-term relationships with our customers and understand that although there is often commonality within our customer base, each one is individual. That’s why we offer a flexible service to suit any project size or length, from a couple of agents to handle overflow calls during a peak period to a fully managed customer service centre operation.

Civica has developed a Customer Services Target Operating Model (TOM) to ensure transformation and ongoing service delivery achieve the best possible outcomes for our partners and their customers.

The local authorities we work with benefit from a central support structure, which includes solutions and workforce management teams providing additional expertise and capacity to help achieve a high-quality customer experience and business objectives.

Supporting your service delivery with a flexible approach

Peaks in demand can cause substantial resourcing issues for local authorities at regular intervals during any month. To help you manage demands and boost capacity quickly, we can flex up and down to meet your needs. Our highly trained contact centre staff can handle enquiries and calls on your behalf. We can use our own comprehensive telephony platform alongside your telephony platform in a number of ways to suit your needs:


  • Transferring all calls to us
  • Overflowing calls transferred to us after a specified number of minutes
  • Overflowing calls transferred to us when there are a defined number of customers waiting in the queue.

Our expert team will:

Property assets and capital projects Provide high quality customer service by dealing with 95% of queries at first point of contact

Property assets and capital projects Assist vulnerable citizens where needed and provide additional guidance

Property assets and capital projects Obtain accurate information to assist a quicker and more streamlined assessment process

Property assets and capital projects Support your digital transformation programmes by directing citizens to self-serve where relevant.

Sally Sanders,

Head of Financial Assessment

Enfield Council

Civica OnDemand have been an invaluable resource to Enfield, having provided processing and support services since 2012 and a complete revenues and benefits telephony service since 2018. High quality skilled staff are provided when needed to fit in with fluctuating demands on our services. A great relationship with the Civica OnDemand team who listen and have supported our needs for over 10 years.


Our experienced multi-skilled team deals with all types of Council Tax and Business Rates enquiries, enabling you to meet both processing targets and collections rates, including:

  • Discounts and exemptions
  • Change in circumstance
  • Recovery – including instalments and setting up special arrangements
  • Refunds and Transfers
  • General revenues advice
Housing Benefits

Our expert Housing Benefits assessors can provide assistance for a variety of enquiries, supporting vital services, including:

  • Housing benefits advice
  • Suspend claims
  • Details for change in circumstance
  • Sign-posting to relevant services

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Procurement made easy

Civica’s OnDemand Customer Services are available via the Government Digital Market Place, listed in the current G-Cloud 13 framework

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