Govtech Customer Story
Transforming customer self-service by removing barriers, improving satisfaction and automating more, freeing up team resource to focus on revenue collection and reviews.
The challenge
Nottingham City Council wanted to increase adoption of online revenue collection services by providing a seamless experience for citizens. They wanted to remove needless logins and passwords and improve customer experience with much faster transaction processing.
The incumbent digital solution suffered low uptake and poor rates of automation. The council wanted something less cumbersome, with fewer barriers for citizens to quickly report changes online.
Nottingham engaged Govtech’s Revenues and Benefits service, webCAPTURE, to deliver a Revenues processing automation service to transform customer experience and introduce automation to free up experienced team members to devote more time to complex cases and focus on early intervention to aid recovery of debt.
“The fact that our usage has doubled in two years and our automation is above 80% has been a game changer for us in terms of releasing staff and resources to other areas within Revenues. There are huge savings on the work that comes through, either partly automated or fully. We are in control of what gets automated and our business rules ensure that we’re only looking at things we’ve specified that we want to see. Everything else is automated.”
Chris Pembleton
Revenues Manager, Nottingham City Council
The solution
“We’re seeing the benefits of that in the service and with our backlog which has come right down. We’ve got a sample of more than five thousand responses with an overall Trust Pilot rating of 4.6 out of 5, which is fantastic.”
Chris Pembleton
Revenues Manager, Nottingham City Council
The result
Impact
11 FTE Redeployed
in Revenues & Benefits
£356k saved
in staff costs from manual processing
90% Automated
for Council Tax change of address
x2 Online Take Up
from 20,000- 45,000
Free up your time from repetitive tasks with automations
Maximising digital automation in channel shift, to free up resource for reassignment into recovery. Find out how Kirklees council’s digital transformation has help them hit incredible targets.
Wakefield Metropolitan District Council needed to reduce its operating costs and improve service delivery, whilst freeing up staff to focus on debt recovery. Wakefield chose Govtech to help deliver these objectives and the subsequent digital transformation in Revenues & Benefits is still paying dividends.
Salford’s Revenues Service identified operational challenges that needed to be addressed to clear a backlog, improve recovery rates and free up staff.
