Case Study: Eastbourne Borough Council achieves £3M ROI and streamlined 360° citizen services with Civica Digital360

Eastbourne Borough Council Digital Transformation Drives Savings of £3m

Eastbourne Borough Council, serving nearly 100,000 residents and facing rising demand and tight budgets, set out to transform service delivery and reduce costs. To achieve this it partnered with Civica, adopting products including Civica Digital360, Customer Service Management (CSM), Electronic Document Management (EDM) and Workflow to move away from siloed services and create multi-skilled teams and a digital mailroom.

Civica’s solution gave staff a 360° view of citizen enquiries, a mobile reporting app, online citizen accounts and automated case workflows, enabling first-contact resolution and more agile working. The work with Civica delivered immediate savings of £350K per year with a projected ROI of £3m over 10 years, potential further annual savings of up to £2m in phase two, up to 20% cost reductions, and over 90% of planning applications submitted online (earning “Smarter Planning Champion” recognition).

Eastbourne Borough Council

Henry Branson

Senior Head of Infrastructure