Helping you maintain delivery of your front-line services
OnDemand Resource gives you access to a pool of experienced people who can help you deliver front-line services whenever required. For example, when you need to:
- Clear a backlog of work
- Cope with additional projects
- Provide annual leave or sickness cover
- Bridge the gap when you can’t recruit the right people locally
More than 100 customers use our OnDemand Resource, and we have a 100% retention rate. Sharing these resources across our customers helps reduce costs for everyone.
Our OnDemand teams cover all service areas. If there is a service you require that isn’t listed below, please contact us as there is a good chance we’re already providing it to at least one of our customers.
Contact centre services
We understand that you need to deliver a consistent service to citizens, no matter what resource issues you’re dealing with behind the scenes.
Based in Civica’s purpose built contact centre, our team of experienced enquiry handlers have the right customer service skills to effectively resolve email, web and telephone enquiries.
Revenues and benefits processing
Regardless of which system you use, we’re able support your revenues and benefits team at short notice for as long as you need. As well as general processing we can also provide resource to help with Council Tax reduction, annual billing, local welfare assistance, appeals, audit and subsidy.
Single Person Discount (SPD) monitoring
We carry out the full end-to-end service or you can select the elements of the review that you need support with. To reduce Council Tax fraud and make the review process less resource intensive, we recommend continuous monitoring of your SPD caseload.
Adult Social Care financial assessment services
Our skilled and experienced team of financial assessors can support you on-demand to deliver financial assessment and associated reviews within days.
Our financial assessment and related services give you excellent business resilience and we work with you to reduce waiting times, backlogs and ensure all reviews are up-to-date.
Council Tax arrears collection
We understand the importance of maximising Council Tax income and improving cash flow to support you in the delivery of services to your citizens.
Working with our partners, using a targeted blend of recovery approaches, we continue to work your non-performing liability order debts in order to return these cases to payment. Our skilled and experienced team of recovery officers provide a complementary and seamless service to support your existing recovery resource.
Business rates collection
We’re supporting our customers in a number of different ways, from a partial review of reliefs and arrears collection to a fully managed service, to ensure they maximise business rates income and are ready for 100% business rates retention in 2020.
Why choose OnDemand Resource
Our team members are trained, experienced and ready to work as soon as you need them.
Our teams support a wide range of front-line services, to help you bridge gaps and absences and clear backlogs of work.
Expertise on tap
The experts in our team have at least five years' experience, and are trained in all leading systems and software, including Northgate and Capita as well as our own. Working from our secure, ISO 27001 and PSN-compliant facilities, they can securely connect directly to your systems to support you in delivering faster payments, fairer collection of taxes, and effective customer service.
Procuring services is straightforward via approved frameworks.
Picking up the phone and knowing a gap can be filled quickly is critical and gives us peace of mind. It’s not about being the cheapest. Civica provides quality staff with high levels of productivity. OnDemand is very good value for money and very cost-effective for us.”
Karen Ironside, Revenues and Benefits Manager, East Ayrshire Council
Civica OnDemand helps Edinburgh City Council increase council tax collection year on year
Backlog of 10,000 council tax items cleared by Civica OnDemand in conjunction with the council's back office team