Civica has won a software-as-a-service (SaaS) contract with the London Borough of Redbridge for its cloud-based Cx Housing, Asset Management and Abritas homelessness software packages. The contract is valued at £500,000 over five years.
The council chose Cx to support its housing team’s digital transformation agenda and deliver better online services for over 3,000 households. Central to the council’s implementation is the move from seven existing systems to just one Cx-based platform to provide a ‘single version of the truth’ for better data management and consequent business intelligence, insights and decision-making.
Civica reported that Cx will also allow the council to develop a more relationship-based way of working, with the increased automation of transactional elements of the housing service giving the council’s staff more time to talk to tenants, respond faster and resolve any issues quickly.
A Cx-based self-service portal will boost customers’ online experience by introducing repairs and service requests, rent payments and online applications.
The communications engine within Cx will also help the council communicate better with its diverse population, with a range of language options. The platform can also link with third-party pictorial tools such as Repairs Diagnostics and so overcome any language barriers.