Three Worcestershire councils sign Civica customer service deal


Three authorities in Worcestershire have signed a joint customer service agreement with Civica to outsource and manage customer services provided by customer contact centres, telephone services, email services and online platforms.

Worcestershire County Council, Malvern Hills District Council and Worcester City Council have all signed an eight-and-a-half year customer service agreement, which is expected to save up to £2.6 million.

The deal became effective as of the 1st of May, the outsourced services were previously managed and supplied by the councils’ own staff as part of the Worcestershire Hub Shared Service.

The Hub was responsible for processing the three councils’ 23,000 direct calls, 4,500 switchboard calls, 5,000 online enquiries and 6,000 face-to-face visits per month.

Civica will aim to increase the use of online services and uptake of the three websites, so that those most in need of face-to-face help can be prioritised.

In addition, Civica will introduce new processes and ways to use IT in order to deliver improved services and cost reductions; over 50 staff from the authorities have been transferred directly to Civica.

Ivor Pumfrey, head of community services at Malvern Hills District Council, commented: “The new partnership will ensure we deliver a quality service to customers through whichever way they choose to contact us and provide greater long-term resilience to sustain these key services.”

Helen Frances, strategy and transformation service manager at Worcester City Council, said: “People and their demands are changing. The partnership is designed for our specific needs in Worcestershire, and in particular will improve services for benefits and council tax enquiries which are the areas of highest demand.”

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