Published: 24 May 2007
Self-service environment enables Council to handle more complicated phone calls more quickly
Following the launch of a new e-presentment platform at London Borough of Richmond upon Thames Council (LBRUT), approximately 350 citizens per week are registering to access a secure electronic account to view and interrogate complete Council Tax and Business Rates balances and statements online.
Live since March 2007, citizens’ registrations for an online account already total more than 1000.
LBRUT is aiming to achieve 8,000 registrations (10 per cent of its total households due to pay Council Tax or Business Rates) and is aiming to achieve this by the end of 2007.
An online account enables citizens to answer straightforward simple questions themselves – and at any time of the day or night. Citizens can view and interrogate balances and statements, check personal payment history, instalment plans and payments received. This is reducing the number of telephone calls the Council’s customer advice team receives allowing it to handle more complicated phone calls more quickly.
“Local authorities already presenting Council Tax and Business Rates balances and statements online are seeing significant citizen take-up,” says Elaine Batchelor, Local Taxation and Benefits Manager, LBRUT. “We expect a higher than average take-up because a significant percentage of our residents use PCs and access our current website. We have set a very challenging target to receive registrations from ten per cent of our total households due to pay Council Tax or Business Rates by the end of 2007.”
Cllr Stephen Knight, Cabinet Member for Resources on Richmond Council, said;
“As one of the lowest funded authorities in the country per head of population, it’s vital our methods are as efficient and cost-effective as possible.
“This new online system, which makes it easier for people to view their accounts and pay bills, is already proving popular with local people.”
Having viewed and interrogated statements online and confident that outstanding balances are correct; citizens can also pay online through the e-presentment platform.
In the future, the Council is planning to scale-up its online service introducing online account access for parking permits and licenses. It will also offer citizens the chance to receive Council Tax bills electronically via email. This will further improve communication efficiency and ensure maximum returns on the investment made by the Council.
Working with IT outsourcing partner, Serco; the Council has installed Gandlake Citizen’s Account e-presentment platform and Gandlake Citizen’s Account Customer Service Access module. Inclusive of a four week testing period, the installation of Gandlake Citizen’s Account took just three months to complete.
The Gandlake Citizen’s Account e-presentment platform is vendor managed ensuring quick and effective implementation without additional infrastructure costs, software licenses or ongoing support.
The authority-wide, non-silo approach of the Gandlake platform means an increasing number of council back office services are candidates for web enablement.
About London Borough of Richmond Council
Based in South West London, the council provides a range of service to over 80,000 households.
For additional information, please contact:
Gavin Loader
Mantis Public Relations
On behalf of Gandlake
Office: 020 8123 5949
Email: gavinloader@mantispr.co.uk
