13th October 2021
Integrating a self-service portal and online forms with its OPENRevenues system helps Cheltenham Borough Council manage work better.
“To increase efficiency, we wanted the information customers entered online to update OPENRevenues directly,” says Jayne Gilpin Head of Revenues and Benefits at the council. “We also wanted to give customers the option to get their council tax and non-domestic rates bills online instead of by post, and to have self-service access to their account and claim information at any time.”
The council decided to implement Civica’s OPENChannel and OPENPortal, both of which integrate with OPENRevenues.
To encourage uptake of the online services, Cheltenham uses a number of communication channels including emails and messages on council tax and NDR bills. As a result, online service usage has increased every month. During the first 16 months, nearly 7,000 customers registered for OPENPortal access, and the council recorded more than 30,000 individual logins.