28th March 2017

Civica OnDemand celebrates milestone 100th customer

Civica, a market leader in business-critical software applications, digital solutions and outsourcing services, has reached a milestone by securing its 100th OnDemand customer.

With a team of 170 employees, OnDemand now provides the people and expertise to address short- term resource gaps or workload peaks in core processing across all major systems (Civica, Capita and Northgate), call handling and administration for 100 central and local government organisations across the UK.

Working closely in collaboration with the Civica Digital team, a new project with a large central government department was contracted to OnDemand, due to start April 2017, making the department its milestone customer.

Since the service started in 2012, it has gone from strength to strength, adding new service lines to meet customer demands and challenges. Now with 30 service offerings in its toolkit and an innovative approach to partnerships, OnDemand has been able to deliver £50million in savings for customers to date. 

The commitment and focus on quality of service above all else has allowed the team to significantly grow the business and sustain 100% client retention for five years. Civica has also invested significantly in platforms for its business process services offerings, enabling it to grow its regional hubs from which customers are serviced.

In the last year alone, the team has secured 30 new customers and launched new services such as Adult Social Care assessments (ASC), rolling Single Person Discount reviews, as well as innovative mail services.

Helping customers seek out efficiencies by streamlining processes has been key in OnDemand’s success. One such customer is North Lincolnshire Council, where the team eliminated a backlog of ASC financial assessments in just 9 weeks. “We’ve seen increased income due to the quick turnaround of assessments. The number of debtor days has reduced as well,” says David Jackson, Resources and Transformation Manager at North Lincolnshire Council.

OnDemand has grown to become the market leader in resilience support at a time when organisations have to balance austerity pressures by cutting back resources to unprecedented levels. By deploying highly-experienced employees from our partner councils, such as Hull City Council, we’ve been able to secure local jobs while also generating an income for our partners. 
Gary Bell, Executive Director of Outsourcing at Civica