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Durham Council to implement Civica Cx for regulatory services


Durham County Council has chosen cloud based Cx Regulatory Services software from Civica to manage all its regulatory service functions.

The five-year contract has been undertaken as part of the council’s wider digital transformation programme to encourage agile working for employees, citizen self-service and to increase productivity. It is also aimed at freeing up time for staff and creating financial savings.

The plan will see the council implement the software in stages, initially introducing the licensing module, followed by those for trading standards, environmental health, housing assistance and housing enforcement by 2020. 

It will enable the county’s residents to apply for licences online through the council’s portal. The applications will be passed directly into Cx where council staff will be able to access the data in real time.

Personalised responses

Deborah Butters, Durham’s strategic regulation manager, said: “As with all our investments, this has been carried out to improve service delivery for our customers. Using the technology, we’ll be able to tailor our communications with citizens to help personalise the response.

“For our employees, it will help to streamline processes so they can work more efficiently and flexibly. The information that we will now be able to gather and securely manage will enable employees to make more consistent and accurate decisions.”

Durham has worked with Civica since 2009, previously using its APP software for several departments within regulatory services.

The contract follows the company’s recent five-year with Rugby Borough Council to use Cx software.

Image: Durham Castle. No machine-readable author provided. Jungpionier assumed (based on copyright claims). CC BY-SA 3.0 through Wikimedia

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