Civica Income Management MidCall Solution Case Study

This case study details the implementation of Civica Income Management’s MidCall solution at Worcestershire County Council (WCC) to enhance debt recovery and telephone payment processes. Facing financial challenges and increasing service demands, WCC sought to redesign its operations for improved efficiency and productivity. The MidCall solution was chosen to facilitate secure card payments over the phone while maintaining a human-centric approach to customer interactions. This method not only ensures compliance with Payment Card Industry Data Security Standards (PCI DSS) but also enhances the overall experience for citizens making payments. The case study outlines how MidCall has transformed WCC's approach to debt recovery, allowing staff to engage directly with citizens and normalizing discussions around debt. Since the implementation, WCC has recovered over £2.5 million in outstanding debt, demonstrating the effectiveness of the solution in addressing financial resilience and operational efficiency goals.