Case Study: City of Wolverhampton Council achieves rapid online service adoption and cost savings with Civica's MultiVue

Driving rapid take-up of online public services with cost and convenience benefits across the board

City of Wolverhampton Council set out to transform how residents and businesses access services by creating a single view of the citizen and shifting routine interactions online. Built on Microsoft Dynamics CRM, the MyAccount portal exposed fragmented and duplicate records across adult social care, housing and revenue & benefits, so the Council engaged Civica to provide a master data management solution to cleanse and consolidate its customer data.

Civica implemented its MultiVue solution (including MultiVue CRM Embed) to match and de‑duplicate roughly 190,000 records down to about 150,000 golden customer contacts, introduced data stewards and enabled real‑time integration with Microsoft Dynamics. The MyAccount portal now attracts more than 3,000 new registrations per month and supports over 10,000 transactions monthly, delivering tangible cost savings, improved operational efficiency and higher data quality for the Council.

City of Wolverhampton Council

Andy Hoare

Digital Transformation Programme Director