Appointment will protect jobs and save money

MHDC last week (29 January) approved plans to form a strategic partnership with private sector partner Civica, who are set to take over some services from the Worcestershire Hub Shared Service (WHSS).

The agreement will see Civica take over the operational management of face to face customer transactions and telephone support to residents throughout most of south Worcestershire, in a landmark arrangement that will protect local jobs and could save MHDC £232,000 over the life of the 8.5 year contract term.

Cllr. Paul Swinburn, Deputy Leader at MHDC said: "As more people choose to use our excellent on-line services, direct customer contact has reduced dramatically with less demand for face to face and telephone enquiries. This left us with a challenging decision to make but partnering with Civica gives us the best of both worlds and will mean that we can protect local jobs with no compulsory redundancies. We will also make significant cost savings and retain high quality local face to face services and telephone support."

Civica is a market leader in specialist systems and business process services and has a strong track record in efficient delivery. The company already operates a very successful partnership for south Worcestershire councils in providing Revenues and Benefits services. Their model is based on not just providing local services, but developing those services so they can be supplied to other councils around the country, so ensuring that work flows stay high enough to retain local employment.

Cllr. Adam Rea, who recommended the plan to Council, said: "The new arrangements will provide numerous benefits, not only for the three councils involved but also for our residents in retaining high quality customer service for everyone, regardless of which channel they choose."