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Muir Leading with next generation housing

management system
11 June 2014: Civica, a market leader in specialist systems and business process services
that help organisations transform the way they work, has signed an agreement with Muir
Group Housing Association under which Muir Group will become the first organisation to
implement Civica Housing Cx. Designed to be delivered as a web-based application, Civica
Housing Cx has been developed to help housing providers transform customer services and
efficiency, and improve the experience for tenants and employees through its application
style interface, accessible any time, any place and from any device, including a smartphone,
tablet or netbook.

With its HQ in Chester, Muir Group manages over 5,000 properties within 33 local authority
areas. Through the provision of one consolidated service, Civica Housing Cx will help Muir
Group to deliver high levels of service whilst achieving IT-based savings. The
implementation of Cx is the latest step in Muir Groups journey to modernise systems and
plays a key role in its wider transformation agenda.
Catherine Dixson, Chief Executive at Muir Group explains, We wanted a trusted IT partner
with the skills, knowledge and commitment to help us achieve our goals with minimal
disruption to our customers and staff. Were confident that Civica will help us innovate to
meet the ever-increasing demands of our environment and the changing needs of our
customers, ensuring we continue to deliver and improve service excellence.
Civica Housing Cx sets a new standard through its integrated customer relationship
management and communication capabilities, enabling organisations to manage all
interactions across multiple channels including email, text and social media, and with the
ability to determine the preferred language to improve engagement between tenants and
housing associations. The solution will also enable associations to issue surveys, develop
interactive marketing campaigns and host tenant group forums. It offers ease of deployment
across a wide range of different devices and an improved ability to capitalise rapidly on new
Ian Whitwell, Muir Groups Head of ICT continues, Were excited to be leading the way with
Civica Housing Cx. Whilst addressing the needs of the business, Cx is based on the most
modern technology, consistent with our ICT strategy and affording savings in system
management overheads, for example through its genuine, device independent, browser-
based deployment. We are already well underway with project planning and Civica has
assigned a top-tier team to deliver and manage the implementation.
Civica Housing Cx at Muir Group will cover customer relationship management, rents
(including rent arrears management, tenancy management, mutual exchange, direct debits),
repairs, allocations (including waiting lists, voids, core reporting), service charges, ASB and
feedback and a full suite of reports delivered via Microsoft Reporting Services. Future plans
include the development of an interactive Customer Portal, the Web Service architecture of
Civica Housing Cx readily lending itself to this type of development.

Jeff Hewitt, managing director of Civicas Housing division concludes, Social housing
providers throughout the country continue to face the challenge of doing better with less.

Civica Housing Cx has been designed to support our customers in achieving precisely that;
we are delighted to have Muir Group on board as the first to implement it and absolutely
committed to ensuring the programmes success.


About Civica

The Civica Group ( is an international market leader in specialist IT
systems and business process services for the public sector. Through experienced people
who understand service delivery, the Group applies software, managed services and
outsourcing to help customers streamline their activities. Civica supplies more than 2,000
organisations in the UK, Australia, New Zealand, Singapore, Canada and the USA, including
more than 90% of the UKs local authorities.

Sarah Ryan/Clementine Stopford
Civica Press Office at Brands2Life
(0)20 7592 1200