Civica Public Protection and Enforcement
Support Services: responsive, effective and
reliable solutions
Helping you to deliver service improvement through
technology and process
With resources stretched and service delivery
standards under pressure, customers must be
confident they can rely on their partners to
deliver responsive and reliable support when
they need it.
In times like these it would be easy for partners to
cut costs by downsizing the effort and resources
required to properly support their customers. At
Civica we know how important a high quality
support service infrastructure is to our clients –
now more than ever, as time and resources
become stretched and systems and data
management tasks come under pressure at the
local level.
Civica Public Protection and Enforcement see our
customer support services extending to every
point of contact we have with our user base. This
document is intended to provide evidence for
those unfamiliar with Civica and its history of
providing high quality customer support over more
than 25 years as a supplier to the public sector.
The APP User Exec represents just under 200 local authority
customer sites (with over 600 members) and I think it would be fair
to say that every single one of them rates the support they get from
Civica as being the best they receive from any IT supplier across
their organisation.
Sandra Harvey, London Borough of Richmond upon Thames and Chair of the
National Executive of APP User Group
Professional services
System and business support is delivered to customers through our Hotline telephone support teams
based at Bath, Chesterfield and Luton but also by field based staff, most of whom are recruited from a
professional services background in local authorities. Our customers can expect to engage with staff
who understand the needs of users as practitioners as well as providing the technical expertise
needed to optimise systems to enable efficient service delivery. One of the principle responsibilities of
the service support team is to ensure that customers can extract the maximum value from their
investment in Civica software and we aim to promote innovation to reduce spend across services –
whether through automation, facilitating customer self-service or business process improvement.
With Civica people... you always get a can do approach, nothing seems to be
too much trouble.
To hear Chris Hampton speak about Civica’s customer service, click on the panel below.
The assistance with our client virtualisation scheme was critical in our ability to
implement a new ‘live’ version of APP and, as such, will save an immense amount
of time and effort when implementing future patches and upgrades to client
software.
David Jeremiah, ICT Officer, Cyngor Sir Ceredigion County Council
Civica always respond to our requirements - whether it is the hotline,
training team or consultancy they all do what they say they are going to.
Adam Sharpe, London Borough of Waltham Forest
A key reason for choosing Civica was the after sales support you offer. I
contacted a number of other Civica sites and they all told me that the
support was excellent and to date I whole heartedly agree!
Debbie Telfer, ASB Manager, Dumfries & Galloway Housing Partnership
As a result of new technology and processes implemented with
Civica, Harrow has boosted productivity by more than 40 per cent.
We see the partnership together with innovative technology as an
opportunity to provide further savings.
Fern Silverio, Director – Collections and Housing Benefits, Harrow Council
Civica APP is now highly regarded in Manchester and is shortly to become
the main system in Neighbourhood Services making it one of the most
widely used systems in the Council. This is down in no small part to the
excellent customer service we receive from yourselves.
Trevor Court, Manchester City Council
Bedford Borough Council .....................................................................................................................
Bedford Borough Council
selected Civica’s full APP
technology to upgrade their
existing system in
Environmental Health and
Private Sector Housing &
Assistance recording and
reporting, raise the level and
quality of support, and benefit
from new working efficiencies.
The project involved complex
data conversion from the
existing technology and building
flexible interoperability tools to
allow links to third party
systems. Civica recommended
adding Web toolkits and Project
Management software based on
Prince 2. The whole project was
delivered in just four months
well within exacting time and
budget deadlines.
I would like to thank you and your team for making the whole process of installing the new
software as trouble free as possible. Your helpful and flexible approach to this project was
key to ensuring that the software and necessary data transfers were all completed on time
and within budget. I am confident that our good working relationship will continue over the
coming years.
Jonathan Hall, Environmental Health Manager, Bedford Borough Council
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Support
First Response
Our Public Protection Hotline currently provide a first response within target for 98% of all calls
taken against our published Goldstar Service Level Agreement (SLA).
95% of all received calls are subsequently dealt with and closed to the customer’s satisfaction within
the Goldstar SLA targets.
The support and technical officers really know what they are doing, they are really
helpful in resolving any problems and even volunteer to complete tasks outside of
their hours. This service is unheard of elsewhere.
Paul Carter, Applications System Manager, Kent County Council
Accreditation
Civica Public Protection and Enforcement offices
Kings Court
6-11 Union Street
Bath BA1 1ER
Tel: 01225 485000
Fax: 01225 485020
marketing@civica.co.uk
Third Floor, Randstadt Court
Laporte Way, Kingsway
Luton LU4 8SP
Tel: 01582 644444
Fax: 01582 644446
www.civica.co.uk