22nd July 2021
Council appoints Civica to modernise public protection processes and improve customer service
Civica has been chosen by Monmouthshire County Council to implement its Cx Regulatory Services cloud software.
The new platform will support the Council’s ambition to improve customer experience, drive collaboration and enable teams to work from any location, with no disruption to service.
Serving 94,000 citizens in South East Wales, the team of 45 cover Environmental Health, Trading Standards, Licensing, Anti-Social Behaviour, Housing Assistance and Enforcement across a territory of 550 sqm. Officers will be able to view, respond and update cases while in the community, spend less time travelling and more time on-site supporting citizens and businesses.
An online portal will improve citizen’s online experience allowing self-service when submitting applications, making payments or raising complaints. Automatically populating fields, this will significantly reduce officer processing times.
With Cx, officers will be able to use automation and streamlined workflows to work more proactively and better support our customers. They’ll be able to access the software while working remotely or visiting customers, enhancing in-field support. Once live, Cx will support our ambition to truly modernise our Public Protection services.”
David Jones, Head of Community Protection, Monmouthshire County Council
With 77% of Welsh authorities now using Civica’s Regulatory Services, sharing software will simplify future collaboration plans.
We're excited to be supporting Monmouthshire’s Public Protection team as it delivers essential services to local people and businesses. Our innovative Cx software will help futureproof their services, providing citizens with the ability to self-serve, maximise officer time on-site and ultimately provide better support to their customers.”
Emily Douglin, Managing Director, Civica Regulatory Services
Across the UK, Civica provides regulatory services software for more than 200 public sector organisations. This latest contract continues strong momentum for the Cx digital platform, with Monmouthshire County Council joining 27 UK authorities, including Swansea Council, Caerphilly County Borough Council and Kent County Council. Cx is also supporting multi-agency working across the HEART Partnership.