The East Riding of Yorkshire Council has awarded Civica with a £2.1m contract, involving the delivery of a customer service platform.

Civica will provide the different customers with personal accounts in order to give to every customer a self-service access to digital transactions. Moreover, it is expected this platform to reduce the 2.7m calls received by the service staff each year. This contract is part of a five-year deal of the authority’s business transformation programme that aims to reduce its budget by £188m.

The head of resource strategy at the council, Brigette Giles, says that this new system will “support a much more agile workforce dealing with customers with complex enquiries”. By the summer of 2016, Civica’s platform is expected to be launched to the council’s 330,000 residents. This platform will include different services ranging from environmental services to council tax and business rates.

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