Annual Review 2018
Local & Regional
Transforming local government services
With an unrivalled portfolio of market-leading software, digital solutions and managed services, Civica is helping authorities around the world to transform customer engagement and streamline service delivery.
Supporting services for
of income & expenditure processed annually
councils using cloud-based solutions
UK & Ireland
During 2018 Civica grew the scope and scale of activity across our largest market and delivered a strong performance in the UK & Ireland. Driven by changing customer needs, the company made good progress underpinned by successful product and service delivery.
The Group signed more than 60 contracts for core business systems including our leading revenues and benefits, payments, financial and asset management software. New agreements included, among others, Stockport, East Ayrshire and North Warwickshire councils, the latter to provide a shared self-service platform which will see the authority working together with Nuneaton & Bedworth to enhance service delivery and efficiency.
We advanced our cloud strategy across the sector, with new product introductions and customer migrations. Following the launch and initial sales of Civica’s latest managed financials software, FinancialsLIVE, the platform solution was also successfully introduced to both the social housing and education sectors. Cloud payment systems provide a critical platform. With more than 20 new deals, and having also added certain trade and assets from Northgate Public Services in the year in respect of its payments systems, Civica’s payments technology is used by more than 175 authorities.
With a customer base comprising more than 90 per centof local authorities, the business continued to expand the use of our products with existing customers through additional software and services. These ranged from digital platforms, transformation projects and support for new policies including Making Tax Digital, to OnDemand processing services, with new contracts for the London Borough of Enfield and Leicester City Council together worth more than £5 million. We maintained an excellent track record in the delivery of strategic service partnerships across the country. New contracts included an innovative partnership built on Civica’s software capability, to operate shared citizen and business services for the East Kent Services consortium of Canterbury City Council, Dover District Council and Thanet District Council. The agreement is helping to sustain high levels of service while saving up to £5.3 million for the councils. Successes also included expansion of our activities in Hull with take on of OnDemand services for Network Rail which, following the end of the year, was awarded a Best in Public Sector 2018 accolade in the Top Companies for Customer Service survey.
During 2018 the Group acquired several complementary businesses, including debt recovery software specialist OneStep Solutions, master data management company VisionWare, and case management expert iCasework, whose cloud software is used to handle millions of cases annually. The acquisitions consolidated Civica’s position as the leading partner for the sector with a stronger capability to help customers extract maximum business value through cloud software and automation.
Australia & New Zealand
Civica’s Authority suite is an enterprise-wide system built for local government to streamline service delivery and transform customer engagement. Progress during the year combined support for a large customer base, investment in new product capabilities including our new cloud-based Authority 7.1 software, and new wins, such as to support Strathfield Council’s smart city vision.
Following the signing of the company’s largest agreement to date, with the Victorian state government to support administration of new fines legislation, a rapid transition saw operations begin with the new Civica-built system on 1 January 2018. During the year more than 2 million payment transactions were completed.
In addition to also developing public and hybrid cloud offerings, we advanced our technology strategy for the sector including building on automation and analytics capability.
A preferred partner for local governments in the Midwest, Civica’s Enterprise Resource Planning solutions form the backbone to operations of medium to large agencies. The company has a successful record of helping improve revenue collections for customers through effective technology and citizen engagement applications, including data migration for competitive replacements.
During 2018 the business combined the delivery of upgraded systems for existing customers with installations at new customer sites, including Logan County Auditor’s Office in a competitive win again including data conversion.
The acquisition in May 2018 of master data management specialist VisionWare added to the Group’s presence in North America. UK-based VisionWare has an established position in the US, helping government entities such as the State of Alaska to deliver quality services enabled by a single, complete view of data across the organisation.