Case Study: Coventry City Council achieves resilient, lower-cost revenues and benefits service with Civica OnDemand

Coventry City Council Secures Better Service at Lower Cost By Choosing Civica OnDemand

Coventry City Council, responsible for processing £160 million in annual housing benefit and council tax support payments and collecting £210 million in council tax and business rates, needed a resilient, expert IT partner to manage its Academy and Northgate systems. To meet that challenge the Council awarded a three‑year outsource deal to Civica, using Civica OnDemand System Support and Civica OnDemand Resource to provide technical expertise, database administration and short‑ or long‑term staffed support.

Civica delivered a fully managed service across key revenues and benefits platforms (including Academy, Northgate and OPENRevenues), handling upgrades, patches, DBA and clearing backlogs while guaranteeing resources during peaks. As a result Civica enabled Coventry City Council to continue processing the £160m payments and £210m collections reliably, lower costs versus recruiting permanent staff, free up in‑house IT for strategic work, and report improved customer satisfaction and faster problem‑solving within six months.

Coventry City Council

Tim Savill

Head of Revenues and Benefits