Nottingham City Council is planning to move its regulatory services processes to a new cloud platform.
It has signed a five-year, £390,000 deal with Civica to use its Cx Regulatory Services system for licensing, trading standards, environmental health and housing enforcement.
The council plans for platform to go live at the end of this year, to provide a single view of all contacts, businesses, land and properties.
It will allow multiple staff to access records simultaneously, reduce the need for the manual input of data, enable the sharing of intelligence and include the setting up of a new citizen portal for people to report issues and be signposted to other linked services.
Nottingham currently deals with more than 32,000 queries per year, with new challenges having arisen during the Covid-19 pandemic, including a large increase in food service businesses moving to online delivery and the housing needs of a growing student population across the city.
Steven Brookes, the council’s senior project officer, said: “The financial challenges to Nottingham City Council, plus increased need from citizens in recent years, mean we’ve got to be more efficient and effective in how we deliver services. The new Cx platform offers improved task automation, making it both quicker to resolve customer queries and more auditable if we need to make intelligent interventions or resolve issues.
“We want our qualified professionals across the regulatory services team to spend more time on assessments and helping people in the field and less time manually inputting data – which the new platform will support. We are also confident we can use Cx as a launch platform to integrate future services and technologies such as AI and chatbots.”