Civica to help transform Revenue and Benefits shared service at Broxbourne and Welwyn Hatfield

Civica Digital360 provides a unified EDM solution to support agile working and improved citizen experience across two borough councils.

Civica, a global leader in software for public services, has extended its partnership with Broxbourne Borough Council (BBC) for its Digital360 EDM software, to include neighbouring Welwyn Hatfield Borough Council (WHBC), in support of the Councils’ digital transformation programme.

The scalable software will support all touch points across the two Hertfordshire Councils’ Revenues and Benefits shared service, which is operated by IT service specialist Sopra Steria. The move will improve experience for 220,000 citizens by reducing the time needed to process standard requests and enable an improved focus on those with more specialised needs.

The solution will support users in agile working and be scalable across other Council service delivery areas. This will reduce the costs and complexities of maintaining multiple systems and future proof the Councils in line with their cloud strategies.

Digital360 EDM software is a core element of the Councils’ shared service rationalisation programme. This aims to improve the customer and user journey by reducing manual tasks by up to 90 per cent through automation and increase transparency in managing performance against SLAs.

We chose Digital360 EDM because of its ability to help us deliver our rationalisation programme and the flexibility of the solution to support our nine user journeys.”

Will Semple, Senior Consultant at Sopra Steria

Chris Owen, Divisional Managing Director for Civica Digital and Data Solutions added: “Digital360 provides a solid foundation for Councils to deliver efficiencies through automation, a much improved user experience and critically, a faster and more consistent service for citizens.”