Case Study: Newark and Sherwood District Council achieves cost savings and boosts efficiency with Civica's OPENRevenues

Newark and Sherwood Council cuts costs and boosts efficiency with OPENRevenues

Newark and Sherwood District Council faced mounting budget pressures and an impending office move in 2015 when its Revenues & Benefits service was still largely paper-based and handling 5–6,000 calls per month. To move customers online and cut manual processing the council adopted Civica’s OPENRevenues suite—deploying OPENAccess (citizen portal and e-billing) and then OPENChannel (self-service e-forms).

Civica’s implementation delivered 24/7 account access and phased e-forms that auto-update the back office: OPENChannel usage rose from 76 forms/month in January 2016 to 500/month by June (projected to hit 1,000), with each form saving about 10 minutes (≈83 hours/month at 500 forms). E-billing now sends over 3,000 housing benefit schedules electronically, reduced manual work and training, faster customer response times, and estimated staffing savings of roughly 1 FTE immediately and up to 2 FTE at full potential.

Newark and Sherwood District Council

Phil Ward

Business Manager