Collection of council tax, rates and rents

Project

Liverpool Direct Limited Revenues Service collects over £260m in income from council tax, business rates and housing rents.

Background

Collection of council tax, business rates and housing rents in this local authority was largely paper based utilising outdated technology. Standards of customer contact were poor and debt collection was haphazard and inconsistent.

Brief

To improve customer services, income collection and reduce outstanding debt through investment in technology. To complete business transformation through investment in technology, resources and infrastructure.

Results

Customer focused service supported by robust technology. Proactive management of income collection and a robust debt recovery policy.

Services driven by an understanding of our customers' needs, concerns and obligations. A 24/7 365 days a year contact centre providing automatic electronic payment facilities support by a network of One Stop Shops opened up customer communication channels. 

Key achievements:

  • Council Tax collection increased to over 95%.
  • Collection of 99.4% of all Business Rates.
  • £40m in outstanding debts collected by our dedicated Debt Recovery Team over the last two years.

Testimonial

To come.

To come