North Warwickshire Borough Council - the IRRV Revenues Team of the Year has made big improvements in its direct debit take up which has seen it win four national BACS awards for take up and marketing campaigns over the past three years.
Working closely with other councils, the local media and using external print support to deliver and promote its marketing campaigns, the Council has increased its take up of direct debit by nearly 30 percent to now achieve over 70 per cent council tax DD take up levels.
In 2004, the council closed its last remaining face to face facility to accept cash payments. This was necessary due to financial pressures to upgrade them to improve security, coupled with falling customer usage. It used extensive consultation to achieve the closure - including a member working party, and surveys with users and a corporate peoples panel. At the same time as closing the service, all e-government payment methods were introduced alongside a new arrangement with the council's bank to accept any payment free of charge, akin to the council's post office arrangements.
The revenues service has been able to absorb extra work as a result of the improvements, reduce its number of recovery notices it issues allowing it to concentrate its efforts of more regular contact with its non direct debit payers seeing it improve its collections rates into the upper quartile for the first time in 2004/05.
For further information on this initiative contact Bob Trahern on BobTrahern@NorthWarks.gov.uk or see the North Warwickshire Borough Council website.