21st April 2022
Nottingham City Council picks Civica to grow digital inclusion and help build more effective services
- Cx Regulatory Services platform will improve efficiency for 330,000+ citizens and provide a strong framework for future innovation
- New citizen portal will aid digital inclusion with more people able to resolve queries quickly online, 24/7
- Smart cloud software will support agile working for 400 Council employees
Citizens and businesses across Nottingham will benefit from improved online services and quicker resolution of queries following the five-year, £390K contract for Civica’s Cx Regulatory Services platform.
Increased financial challenges and higher demand on services, plus significant changes brought on by COVID-19, meant the Council was looking for a new solution to focus on demand management across Licensing, Trading Standards, Environmental Health and Housing Enforcement.
NCC currently deals with more than 32,000 queries per year, with new challenges during COVID-19 including a large increase in food service businesses moving to online delivery and the housing needs of a growing student population across the city.
The Cx platform, due to go live at the end of 2022, will provide a single view of all contacts, businesses, land and properties. This will allow multiple Council staff to access records simultaneously, while the integrated system will enable better connected data to share intelligence, improve reporting and minimise manual inputting.
The new citizen portal will make it easier for people to report and receive consistent answers to queries and support channel shift to digital across NCC. Customers can also be easily signposted to other linked services, cutting down unnecessary calls and visits.
Senior Project Officer,
Nottingham City Council
Divisional Managing Director,