Business > Efficiency

Hull announces Civica Digital data management partnership

Neil Merrett Published 02 May 2017

New agreement reached with company and VisionWare to create single citizen view solution to improve service automation focus for authority


Civica Digital is to enter a data management partnership with VisionWare to provide Hull City Council with a single streamlined approach to bring together citizen data through a digital enablement suite as part of an ongoing collaboration with the authority.

Under the new five year agreement, the council will seek to improve automated public service delivery by using a "single view" of its 250,000 citizens that will allow the public to receive status updates via a chosen medium such as SMS.   It is the latest in a series of contracts the authority has signed with Civica.

The decision to make use of VisionWare's MultiVue Master Data Management (MDM) technology is intended to result in cost and time savings for the authority, while also giving it better insight into citizen service use.  The technology is also intended to allow users to raise queries with the authority online.

The council deals with an estimated 80,000 calls a month on issues such as bin collection and requests for social housing, with predicted efficiencies set to be realised through the new partnership aiming to free up staff time to deal with on-site enquiries.

“To make interaction with the council more streamlined and simplified, Civica’s Digital360 suite of software and services will enable citizens to access their query status and transactions online in one place as well as raise issues,” said the company in a statement.

The council said it was facing significant financial strain, as seen with a number of public sector organisations, requiring more efficient working by its staff and use of resources.

“The new solution will provide us with a state-of-the-art system which will help us to provide a more personalised citizen service while making significant cost savings. It’s a true digital investment for the future of Hull,” the authority added.

Civica Digital, formed earlier this year to bring together the company’s existing and recently acquired technology expertise to support digital transformation, said it was committed to improving data management for the authority with the new agreement.

“Part of the council’s main requirement was to have a standardised and fully integrated back-office system, which the Digital360 suite from Civica Digital allows. When combined with the MultiVue MDM solution, which is being delivered in conjunction with VisionWare, the system will enable the council to provide a more personalised service for citizens and move more towards self-sufficiency,” said Civica executive director Jeff Hewitt.

“The system will help departments by ensuring a complete view of all citizen information including disability, language ability or previous orders and requests.”

Hull City Council is also expected to look to expand the scope of the solution to support more flexible working across its departments.

In November, the council announced it was expanding an existing outsourcing partnership with Civica for five years to include contact centre functions with a view to support efficiency and digital transformation.

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