Case Study: Cheltenham Borough Council achieves streamlined revenues and increased online take-up with Civica OPENChannel & OPENPortal

Cheltenham streamlines revenues and benefits processes to give customers more choice

Cheltenham Borough Council, which serves around 120,000 residents and has used Civica OPENRevenues for more than 20 years, needed to move more services online because its existing web forms weren’t integrated with OPENRevenues. The manual transfer of data created extra work and many customers still phoned the council; the council wanted customers to view bills online, self-serve account and claim information, and reduce administration overhead.

Civica implemented its OPENChannel and OPENPortal solutions integrated with OPENRevenues, going live in early 2020. The Civica deployment drove nearly 7,000 registrations in the first 16 months and more than 30,000 logins, grew online council tax bill users from 2,500 to 9,000 (with 500 NDR registrations), reduced admin burden for the 35‑person team, and helped manage pandemic-related business grants and Test and Trace payments more efficiently.

Cheltenham Borough Council

Jayne Gilpin

Head of Revenues and Benefits