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East Riding of Yorkshire Council to get digital customer service platform

Council takes a platform approach to customer services in a five-year deal with Civica

East Riding of Yorkshire Council has signed a five-year contract with Civica for its digital customer service platform.

The council plans to modernise customer contact and provide tailored services to residents through a self-service portal, as part of its transformation programme.

Deputy leader of the council, Jonathan Owen, said advances in digital technology are “changing the way customers interact with organisations” and council services are no exception.

“As part of its Transforming East Riding Programme, the council is looking to improve and tailor service delivery in a digital age, enabling those who can use such technology to self-serve to report, request services, book events and make payments,” he said.

“This will allow the council to make savings while continuing to provide the services our residents’ value in a way that is convenient for them.”

The council aims to save £188m by 2019 through its transformation programme, which began in 2010.

As part of the programme, Civica will implement its Digital 360 platform which will be used by the council’s “key customer contact employees” and by summer 2016 it will be rolled out to the 330,000 residents the council covers.

The platform will be deployed in a phased launch, with the first phase including waste collection services, such as checking bin collection dates and applying for skip and scaffolding licences.

It will also include council tax services, business rates and public protection services such as pest control, noise and pollution reporting, and registering food establishments.

Residents will be able to access the services on a range of digital channels such as smartphones and self-service kiosks. They will be given their own accounts, which they can use to update personal details and track their transactions.

The council's head of resource, Brigette Giles, said the platform will “make sure the infrastructure is in place” to allow for necessary cost savings and reduce the number of customer service calls, which sits at 2.7 million annually. The platform will also support “a much more agile workforce dealing with customers with complex enquiries”, she added.

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