Service deliveryDigital Customer ServiceHull City Council to introduce Digital Enablement Suite

Hull City Council to introduce Digital Enablement Suite

Partnership will facilitate the roll-out of a Digital Enablement Suite to increase the efficiency of back office automation

Hull City Council has entered a new partnership with Civica Digital that will see the roll-out of a Digital Enablement Suite to increase the efficiency of back office automation.

Civica Digital will work alongside leading Master Data Management (MDM) company, VisionWare, to provide a single view of Hull’s citizen data. By embedding MultiVue MDM as part of the solution, it’s hoped cost and time savings will be realised, customer satisfaction increased and deeper insight into citizen service consumption provided in order to support Hull’s wider strategic digital transformation project.

Hull City Council looks after over 250,000 citizens and deals with a wide range of issues, from bin collection timings to social housing requests. This means that the customer contact centre currently receives up to 80,000 calls per month and additional face-to-face enquiries. The council has invested in new technology to deliver more efficient automated services, drive innovation and improve working processes.

To make interaction with the council more streamlined and simplified, Civica’s Digital360 suite of software and services will enable citizens to access their query status and transactions online in one place as well as raise issues. The new people-orientated tool will also give citizens the option to have query status updates received proactively via text message or other preferred method. Collectively, this will then free up officers’ time to help citizens on site with more in-depth enquires.

“As with all public sector organisations, we are under financial strain so we need to work smarter and use our resources more efficiently,” said Councillor Clark, the Portfolio Holder for Customer Services at Hull City Council. “The new solution will provide us with a state- of-the-art system which will help us to provide a more personalised citizen service while making significant cost savings. It’s a true digital investment for the future of Hull.”

Part of the council’s main requirement was to have a standardised and fully integrated back-office system, which the Digital360 suite from Civica Digital allows. When combined with the MultiVue MDM solution, which is being delivered in conjunction with VisionWare, the system will enable the council to provide a more personalised service for citizens and move more towards self-sufficiency. The system will help departments by ensuring a complete view of all citizen information including disability, language ability or previous orders and requests.

In the future, Hull aims to extend use of the software to support mobile and more flexible ways of working across all council departments.

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