REVENUES AND BENEFITS SYSTEMS FIT FOR THE FUTURE

We’ve worked with Bristol City Council since 1992. They use our revenues and benefits software and Citizen Access solutions, which help customers to complete all kinds of transactions online. When Bristol renewed our partnership in July 2020 they opted for extra tools to support their 300+ users:

• Integration with our document management system in order to cut out rekeying
• Email Connect, which allocates emails to the right work queues automatically
• GDPR Connect, to help them store, retrieve and delete files efficiently
• SMS messaging, making it easier to contact customers and improve collection

With such a big change coming up, we also reset the way we worked. Having regular and open conversations was vital to the success of the first major project – migrating to a new server.

SMOOTH SHIFT TO BETTER PERFORMANCE

With strong team work on both sides, the move went smoothly despite the tight timescales. Bristol completed the migration in January 2021, so that they were ready for annual billing.

System performance improved immediately. Processes that would previously have taken five hours were now complete in one. Users noticed it too, with more responsive screens that made each task easier.

Citizen Access was already performing well. In the last 12 months, we can see the platform processed more than 409k transactions. With the system now ready, the council is focused on new functionality. SMS Messaging will be the first new tool to go live, with teams already testing it ahead of launch.