Case study · Local government · Advisory
42 recommendations in two weeks for Barnsley Metropolitan Borough Council
Collect more council tax and business rates, keep treating residents fairly, and tell apart the people who can pay from those who are struggling.
Recommendations from a two-week assessment, all deliverable within six months
Barnsley Metropolitan Borough CouncilThe challenge
What Barnsley faced.
Barnsley Metropolitan Borough Council wanted to collect more council tax and business rates while continuing to treat residents fairly.
It needed to tell apart the people who can pay from those who are struggling or vulnerable.
The solution
What we did.
Over two weeks we ran a current state assessment across segmentation and analytics, performance information, operational execution, organisation and culture, and technology.
We made 42 recommendations deliverable within six months, blending arum and council teams into one programme: automating repetitive tasks to free people for customer contact, building dynamic performance dashboards so resource is there at peak times, optimising the technology already in place including online payment, and reworking collection strategies to bring cash in sooner with better outcomes for vulnerable residents.
The results
What changed.
- 42 recommendations, all deliverable within six months.
- A clear view of where automation frees people for customer contact.
- Collection strategies reworked to bring cash in sooner, with better outcomes for vulnerable residents.
“They provided us with an initial report which provided detailed recommendations and a clear vision of what we can achieve in the future and a plan to enable us to get there.”
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