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St Helens chooses Civica’s regulatory services software to improve citizen experience

  •  Cloud Cx Regulatory Services platform will increase automation and online access for 180,000 citizens and 4,800 businesses
  •  Council officers will have more time to spend on critical, customer-focused tasks
  •  The new platform will support agile working across multiple Council sites, home and field working

 

Citizens across St Helens Borough Council will soon benefit from improved online services and digital inclusion thanks to a new five-year partnership between the Council and public sector software provider Civica.

The new cloud Cx Regulatory Services platform will increase capability across Trading Standards, Environmental Health, Housing Assistance and Housing Enforcement.

Cx will also help to improve capacity among Council officers by reducing unnecessary admin and double handling of data. This will include automatically generated reminder communications or automated decisions on the next action needed based on data recorded.

Strong integration capabilities mean the Council can use existing software to provide a consistent service across the organisation. Citizens will benefit from easier online access providing a quicker route to submit requests, view the status of their applications and upload requested documentation from any location at any time. Faster and more accurate responses to customer enquiries will likely reduce inbound calls and visits.

Tony Smith, Head of Regulation at St Helens Borough Council said: “This renewed partnership with Civica will help us reduce our reliance on our in-house IT and support better agile working across all our sites, as well as our employees working at home and in the community. Ultimately, it will allow our customers to interact with us in the easiest way possible, with the quickest resolution to queries – and help us to focus on those areas which are most important to local people.”

Emily Douglin, Divisional Managing Director at Civica added: “We’re delighted to continue working with St Helens to help further transform digital services for both citizens and employees. Through intelligent workflow and advanced reporting, the Cx Regulatory Services platform will both improve the customer experience and help the Council to develop even better regulatory services in future.”