Case Study: Oxford City Council achieves faster, automated revenues and benefits processing with Civica OPENRevenues

Migrating to Civica OPENRevenues is helping Oxford City Council to streamline how it manages revenues and benefits

Oxford City Council, responsible for a high-volume revenues and benefits operation (the contact centre handled over 56,000 calls in 2019 and the department managed tens of millions in benefits and tax payments), needed to replace a slow, dated system. In 2020 the Council signed a 10-year contract with Civica to deploy OPENRevenues to deliver more automation, faster performance and improved self‑service for residents.

Civica implemented OPENRevenues (including OPENWorkflow email PLUS) via a fully remote migration and virtual training, delivering online forms, automated workflows, electronic documents, payments, telephony and tighter inter‑department connectivity. The result: much faster screen response and reduced manual intervention, automated email referencing and routing, increased customer self‑service and better collaboration between teams — benefits already being realized since the September 2021 go‑live and expected to drive further efficiency gains.

Oxford City Council

Shaun Butler

Revenues and Benefits Systems and Projects Team Leader