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Civica wins five-year contract with Alliance Homes to consolidate IT systems providing a single-view of the customer

Civica’s cloud-based Housing Cx & Coldharbour platforms to consolidate management systems, support expansion plans and provide single-view of customers to improve service delivery

Civica, a market leader in business-critical software applications, digital solutions and managed services has won a new five-year contract with Alliance Homes Group to implement its cloud-based Housing Cx and Coldharbour community care software systems.

This major IT modernisation programme will consolidate the Group’s existing internal IT infrastructure, replacing multiple systems with Civica Cx while retaining Civica’s Keystone Asset Management system.

The new cloud-based systems will boost the efficiency of Alliance Homes’ management operations, reducing costs and maintenance overheads. The platforms will also help support the Group’s drive for wider digital transformation and improve the delivery of services to customers and care services provision through Alliance Living Care.

Alliance Homes is a community-based social housing provider operating in the west of England, which currently manages 6,500 homes and employs 480 people. Following a thorough consultation process, Alliance Homes selected Civica to deliver a transformative, integrated and sustainable enterprise management platform to help support its ambitious plans to build an additional 1,000 homes and help 1,000 people into work over the next five years. 

Facilitated by Civica, Alliance Homes is moving from an on-premise IT estate to a flexible and scalable browser-based, cloud software platform. This will provide employees with a unified, single view of customers for the first time. The new platforms will deliver integrated capabilities across CRM, Housing & Asset Management, Care Management, Workforce Management and Digital Services.

The consolidation project will enable Alliance Homes to drive effective financial and operational management, as well as deliver responsive and joined-up services to customers. Designed as an easy-to-use app style solution, Cx is accessible anywhere, anytime on a range of devices and desktop PCs through a simple web browser. Employees can now input essential information to the system while in the community and can work remotely from any location – reducing commuting costs and enabling a greater work-life balance. In the same vein, embedded communications channels such as Celltrak mobile will enable carers in the community to receive care plans directly to their mobile devices and record outcomes on the go. The Civica platform will reduce the manual desktop data entry required by employees, allowing them to spend more time with customers in the community.

Improved online services will also make it easier for customers to report issues such as housing repairs or check rent balances and make payments. Increased online flexibility and expanded communications channels will enable residents to contact Alliance Homes outside of standard working hours.

Rob Barton, Interim Assistant Director (ICT), Alliance Homes commented: “We looked at the options on the market and chose the Civica Cx and Coldharbour platforms as they provide all the integrated management capabilities we need within one system. Civica’s offering stood out as a smarter approach in terms of scalability, mobility and ease of use and also offers us flexibility for integration with new and emerging technologies moving forward. Moreover, the consolidation programme with Civica will help us to deliver vital improvements to customer services, boost our customer experience and achieve our ambitious property portfolio expansion plans over the coming years.”

Jeff Hewitt, Executive Director at Civica, explained: “Mobile and flexible working practices are now essential in today’s world and this is certainly true in community-based service provision. Enabling Alliance Homes Group employees to input essential data to the system and access customer information while in the community will help deliver previously impossible efficiencies and service provision improvements. We are delighted to have the opportunity to work even more closely with Alliance Homes Group to achieve more efficient working lives for employees and greater satisfaction and better outcomes for its services users on all fronts.”