Civica Revenues and Benefits Services Case Study

This case study details the partnership between Basildon and Brentwood Councils in Essex, which aims to enhance the delivery of revenues and benefits services through the implementation of Civica's OPENPortal solution. The councils transitioned to a shared services model, consolidating their operations to improve efficiency and reduce costs. The OPENRevenues system allows for seamless data management across both councils, enabling staff to handle citizen queries effectively. The councils are also promoting paperless billing for council tax, aligning with their 2030 carbon emissions reduction plan. The case study highlights the successful migration of customer accounts to e-Services, which enhances user experience and compliance with GDPR. Additionally, features such as text messaging for two-factor authentication and reminders have been integrated to improve customer engagement. The results indicate a significant increase in active users of e-Services, demonstrating the effectiveness of the digital transformation initiative.