Case Study: Stockport Council boosts telephone capacity for peak billing season with Civica OnDemand

OnDemand enables Stockport to cope with seasonal call surge

Stockport Council faced a seasonal surge in telephone enquiries during the early‑2016 annual council tax billing period, worsened by a service restructure that left vacancies and a short‑term increase in calls as residents were encouraged online. Having already used Civica’s OnDemand service for around five years for back‑office support, the Council chose Civica to quickly add experienced, council‑tax‑trained contact staff who could adapt to Stockport’s systems and data‑protection requirements.

Civica carried out a scoping exercise and two days of training, then deployed three trained council‑tax officers at its secure, ISO 27001 and PSN‑compliant Worcestershire Hub with three overflow lines (plus a fourth answerphone line). The Civica OnDemand team handled around 550 calls per week with an average response time of eight seconds, delivered high first‑touch resolution with minimal complaints, and gave Stockport Council flexible, scalable capacity that preserved service quality during the March–April peak.

Stockport Council

Sharon Basing

Team Manager