Global vision, local focus

2019 Annual Review

Global vision, local focus

We work with customers around the world to embrace the huge potential of cloud software, digital technologies and data insights to deliver improved public services.

Advancing cloud solutions and digital enablement

Our market is shaped by the need to provide an improved experience for both people and professionals to extract greater value from data.

We aim to bring about an ambitious vision for our customers through the use of innovative and cloud-based software, digital solutions and data expertise.

During 2019, we accelerated the Group’s strategic development, strengthening our resources and capabilities organically and through acquisition and advancing cloud solutions, digital technology and innovation.

Expand use of Civica software and progress innovation

  • 20% of revenue invested in software development

Accelerate adoption of cloud software and digital solutions

  • More than 3,200 cloud customers

Enhance employee and customer satisfaction globally

  • More than 98% customer retention

Expand business activities globally on existing platform

  • Five new acquisitions adding cloud software assets

Market leading products and services

Civica has a strong track record as one of the UK’s leading software providers, driven by a clear strategy to help our customers address rising expectations and sustained change.

This strategy is focused around our broad cloud software capability and providing digital solutions and managed services to improve operational service delivery and support technology-based transformation.

A complete software platform for public services

A complete software platform for public services

Improving public services with cloud and innovation

Cloud is a fundamental pillar for digital transformation and innovation, helping organisations to tap into the enormous opportunity of emerging technology in areas like digital engagement, AI and automation.

Our vision is to harness the potential of digital, cloud and data together to support customers’ transformation journeys. We’ve significantly increased the adoption of cloud software to support customer migration to the cloud.

  • 3,200 customers using cloud
  • 65% of 2019 major sales were cloud-based
  • 30m users of customer-facing platforms

During 2019 we continued to drive innovation across the business and launched Civica North Star, our new innovation lab. North Star provides enhanced focus to accelerate innovation and harness the application of new ideas and technologies for customers.

Sustaining our development

In 2019, we continued to focus on activities aligned to the five pillars of our development strategy. This includes attracting the best talent, delivering new opportunities and innovations to drive better outcomes for our customers and strengthening our robust operating platform.

Sustained Growth, Best People, Innovative Solutions, Strong Platform, Improved Outcomes

A strong foundation for growth and innovation

Alongside strong progress with customer business activities, we’ve continued to develop our platform to support our sustainable growth with multiple initiatives to ensure consistency and performance globally.


  • In Vadodara, India, we’ve grown significantly from 60 employees in 2016 to over 500 today, supporting our global business with software and innovation expertise as well as back-office services.
  • We strengthened our focus on growing the use of Civica’s software across borders. With four UK-developed products launched in Asia Pacific to address similar market requirements, we won new customers and grew our sales momentum.
  • We launched a new sales programme in 2019, focused on maintaining a high-performing sales culture, with key elements including enhanced sales leadership and sales team effectiveness.

Acquiring new software capability and innovation

Acquisitions remain a core element of our strategy to extend software capability and innovation in response to evolving customer needs and market developments.

With a proven platform, we continued to add new cloud software assets and capabilities during 2019, complementing organic growth and strengthening our market position. Civica has acquired and integrated 25 highly complementary businesses since 2015, underpinned by effective discovery and integration processes.

Recent acquisitions timeline

Sustained development and growth

Sustained development and growth

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