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WPC Registrars Streamlines the Worcestershire Registration Service

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Worcestershire County Council (WCC) Registration Service supports residents at some of life’s most important moments, including births, deaths, marriages, civil partnerships, and become a citizen.

 

With an increasing expectation for simple, accessible digital journeys, the team needed a system that provides a more flexible, customer-friendly approach.

The Challenge

Before introducing WPC Registrars, Worcestershire County Council was working with an ageing system that did not provide the advanced tools needed to manage a modern registration service efficiently. Some of their main challenges included:

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  • Ceremonies had to be booked and managed manually as the previous system did not provide a customer portal with the necessary features, creating large additional administration for the team and booking inconsistencies.

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  • Customer communications lacked the customisation and advanced tools required, meaning the team had to intervene manually to send notifications, costing valuable time.

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  • Staff allocation and workload management was difficult to manage, adding unnecessary time and complexity to day-to-day administration.

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  • The service had many incomplete appointments and time gaps in between bookings, wasting important time and reducing the efficiency of the service.

"The system has been fantastic and made a real difference to the way we manage our ceremonies and bookings, allowing us to deliver a more efficient and customer-focused service. The support we have received has been amazing from start to finish with WPC being responsive, helpful, and reassuring whenever we have needed guidance.”

Sharon Caldwell— Head of Coroners, Registration and Resettlement Services

The Solution

To address these challenges, WCC implemented WPC Registrars to create a more flexible, efficient, and streamlined way of working. Key improvements include:

 

  • The system provides a tailored, user-friendly customer experience, allowing ceremonies to be booked and managed online with customisable questions, income generation features, and dynamic fees.​

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  • WPC Registrars provides advanced portal features that allow customers to self-serve, including viewing booking details, purchasing optional extras, managing choices and options, and making further payments.

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  • The system helps WCC manage workloads with personalised agendas and automated tasking, ensuring key steps are not missed. The personalised dashboard also highlights ceremonies that require action, such as unallocated bookings, upcoming payments, outstanding tasks, and more.

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  • WPC Registrars allows users to manage staff allocation easily with advanced tools, including staff availability and schedules, skill sets, locations, teams, roles, and more.

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  • The system introduced smart booking tools, including automated scheduling rules, validation, block booking, and slot optimisation, simplifying booking and calendar management while removing gaps between appointments. 

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  • WPC Registrars offers advanced communication tools, allowing WCC to tailor emails/SMS messages, send automated confirmations and reminders, and provide tailored required document lists to reduce wasted appointments.

The Impact

Overall, the new system has helped Worcestershire County Council improve efficiency, reduce administrative pressure, and deliver a better service to the public by:

Significantly increasing online bookings for ceremonies and appointments.

Removing gaps between appointments while also reducing wasted appointments.

Enabling far more customer self-serve facilities, reducing manual admin.

Reducing actions and steps missed in the processes with improved visibility.

Increasing customer satisfaction while giving them greater flexibility and control.

Reducing time spent on manual processes with easier allocation and management of bookings.

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