Case Study: London Borough of Enfield achieves 95% first-contact resolution and shorter call waiting times with Civica

Revenues and benefits contact centre supports Enfield residents

The London Borough of Enfield faced long wait times and limited specialist expertise in handling complex revenues and benefits enquiries through its general contact centre. To address this, Enfield partnered with Civica to provide flexible resources for revenues and benefits processing, business rates collection, Single Person Discount reviews and Adult Social Care financial assessments, and to establish a specialist contact centre for Council Tax and Housing Benefit calls.

Civica implemented a trained, flexible team to manage the full enquiry lifecycle, log contact reasons for monthly insight-driven improvements, and scale staffing to peak demand. As a result, Civica resolves over 95% of queries at first point of contact, handles around 130k calls per year with more than 94% answered, shortened citizen wait times, and helped Enfield raise Council Tax collection to 98%, increasing income by about £1.2m.

London Borough of Enfield

Geoff Waterton

Head of Service Assessment and collection services