Case Study: London Borough of Harrow Council achieves £2m customer services savings and 91% first-contact resolution with Civica Contact360

Harrow Council Reduces Customer Services Budget

The London Borough of Harrow Council sought to broaden citizen access to services while driving major efficiency gains through its “Access Harrow” transformation programme. Facing long handling times, inconsistent citizen data across systems, and a need to shift transactions to digital channels, the Council engaged Civica to design and deliver a solution using its Contact360 platform.

Civica implemented Contact360 with a unified agent desktop, single view of the customer, back-office integration, new workflows and system adapters, and promoted web self-service. The results delivered by Civica include savings of £2m from the customer services budget since 2010, 91% of customer contact handled at first point of contact, around 80% of transactions via self-service, reduced handling time and improved customer satisfaction.

London Borough of Harrow Council

Carol Cutlertion

Director of Business Transformation