EK Services and Civica work in partnership with Canterbury City Council, Dover District Council and Thanet District Council. They deliver revenues and benefits operations and support telephony for the council contact centres, East Kent Housing and Marlowe Theatre.
EK Services (EKS) is an award-winning public sector partnership. It provides ICT and HR services to the three councils, East Kent Housing and the Marlowe Theatre.
Civica delivers revenues and benefits operations including debt collection to the three council authorities. It supports telephony for the council contact centres, East Kent Housing and the Marlowe Theatre.
As part of this, they have a single, 90-seat contact centre hosted on-site to communicate with customers. The centralised rostrvm platform is shared and allows for remote working. They benefit from:
- Inbound contact management, including intelligent routing.
- Interactive Voice Response (IVR).
- Outbound contact handling.
- CallBack functionality.
- Email routing.
- Performance management tools.
- Call recording for quality assessment and compliance.
Crucially, rostrvm adds value by giving EK Services and Civica the flexibility needed to make changes.