Case Study: London Borough of Harrow Council achieves 30% staff cost reduction and 40% productivity gains with Civica's Enforcement (CE) platform

Harrow Transforms Its Parking Services in Partnership With Civica

The London Borough of Harrow Council set out to transform its parking services as part of a wider council programme that has saved Harrow £45 million over three years. Faced with a high-volume, transactional operation issuing more than 110,000 penalty charge notices (PCNs) a year and a tight 5–6 month deadline, the council chose Civica and its Civica Enforcement (CE) platform—with integrated workflow and Electronic Document Management (EDM) that could tie into the council CRM—to drive efficiency and automation.

Civica implemented the CE system, workflow automation and EDM, plus a web-based mobile service, to streamline processing and integrate with Harrow’s existing systems. As a result, the council cut overall staff costs by 30%, boosted productivity by more than 40% annually, and increased daily letter output from about 15 to 30–35, demonstrating Civica’s solution delivered measurable operational and service improvements.

London Borough of Harrow Council

Fern Silverio

Divisional Director - Collections & Housing Benefits