Case Study: Basildon Council achieves paperless billing, cost savings and 29,000 active e-Services users with Civica's OPENRevenues and OPENPortal

Empowering customers with online revenues and benefits services

Basildon Council, working in a shared revenues and benefits partnership with Brentwood, needed to consolidate systems and modernise customer access to services. They selected Civica’s revenues and benefits solution, OPENRevenues, together with OPENPortal e‑Services and e‑billing, to move to a single database and enable seamless cross‑authority working and online self‑service.

Civica automated a GDPR‑compliant migration to OPENPortal, rolled out paperless council tax billing with two‑factor text authentication, and embedded e‑Services into the council website; the result is 49,000 registered customers (29,000 active users), a four‑star satisfaction rating, only 450 opt‑outs after 40,000 paperless notifications, thousands saved on printing and postage, reduced call volumes, and support for Basildon Council’s carbon reduction goals.

Basildon Council

Craig Beadle

Revenues and Benefits Technical Manager