Customer Success

Re-engineering a benefits system with a Civica managed service

Civica has been awarded a five-year contract worth £2.5m over five years by Enfield Council in London to provide a managed council tax and benefits administration system.

Enfield took a strategic decision to build a new state-of-the-art administration platform, based on hosted departmental applications and 24/7 system support. This will be provided by Civica as one integrated service. The new system will be implemented later this year.

Civica will deploy its OPENRevenues software system in the re-engineering and automation of existing departmental processes based on a new ‘core’ database and modular applications structure. This will drive system-wide efficiencies each year, support dynamic product development, ensure system resilience, and deliver rapid return on investment.

Through the programme, Enfield, which serves 280,000 residents, will also provide the foundations for regular service innovations in the future. These will include integration of new electronic claims forms with current systems, automated updates of electronic forms, and online self-service systems for customers.

Providing ongoing efficiencies at a competitive price Civica’s consultants will manage the programme using the company’s outcome delivery model which provides a framework for Civica to work closely with the council’s senior management team to assess current processes and manage change in line with corporate targets.

Lesli Gallivan, Head of Benefits and Divisional Service, Enfield Council, commented: “Civica’s tender showed a strong grasp of benefits processes and how they can be streamlined to deliver ongoing efficiencies, with everything delivered at a competitive price. We also wanted a single point of contact for system development and support.”

“Their consultancy team has already been extremely proactive in the preparatory system assessments and data conversion work.”

Model for future benefits administration
A Civica spokesperson commented: “In an environment where organisations are under relentless pressure to balance savings with growing customer expectations, managed services provide assured and efficient service delivery, with reduced overall cost and risk. We see this programme as a model for future benefits administration; a managed service that transforms service outcomes and consistently drives costs down. We look forward to supporting Enfield’s vision.”