20th May 2020

Norfolk County Council chooses Civica’s regulatory services cloud software

Council agrees new three-year deal to transform trading standards operations via flexible Cx cloud platform

Civica, a global leader in software for public services, has agreed a new three-year partnership with Norfolk County Council for its latest trading standards cloud-optimised software.

Civica continues to extend its cloud-based strategy with the addition of new cloud software applications, and with cloud solutions now provided for more than 3,000 customers. As part of its Cx Regulatory Services platform, Cx Trading Standards will now make service requests simpler and more efficient for businesses across Norfolk.

The cloud-optimised software will help the Council meet its wider digital transformation goals, supporting its Trading Standards Service across the county to work smarter digitally and promote agile working in the field.

With the majority of service requests currently coming via the Council’s customer service centre as calls and emails, a new Civica Cx Citizen Portal will also enable online contacts, providing advice and a more seamless service for customers. The platform will offer improved data collection as information will automatically transfer from the portal into the back office and create records, cutting down on in-house administration time.

Intelligent workflow processes within the system will offer Norfolk better flexibility and the ability to create and edit bespoke trading standards process workflows in-house, enhancing efficiency and saving time.

A further critical aspect of the cloud-optimised Cx software is its automatic link with the Citizens Advice Consumer helpline: citizens get the frontline advice they need while the Council receives the intelligence behind enquiries to better target resources to tackle individual traders or sectors which are causing the most detriment to Norfolk citizens.

Sophie Leney, Head of Trading Standards at Norfolk County Council said: “We’ve chosen the new Cx software as a comprehensive and flexible way to improve our digital services for both Norfolk businesses and our own staff. As a long-standing Civica customer, a partnership approach was vital when bringing in a new system and it’s important that we can adapt the system to truly best suit how we operate.

“The automated integration with Citizens Advice will help us to focus our enforcement action on those areas which are most concerning to Norfolk people.”

Emily Douglin, Managing Director, Regulatory Services at Civica added: “We’re delighted to be working with Norfolk to help transform digital services for both residents and employees at a time of increasing challenge and disruption to business as usual.  Through intelligent workflow and advanced reporting, the Cx Trading Standards cloud-optimised software and connected Citizen Portal will assist with increased engagement, improved income recording and help introduce better services for the future.”

Civica provides regulatory services software for more than 200 public sector organisations across the UK. This latest agreement continues strong momentum for Civica’s Cx digital platform, with Norfolk joining other Councils including Devon County Council, Peterborough City Council and Durham County Council.