Conwy County Council
“Over a period of time, the Revenue and Benefits Assessment Services at Conwy County Borough Council have seen the benefits that new technology can bring.”
Eryl Rowlands, Head of Revenues and Benefit Assessment Services
- Workflow & automation - workflow and business process software
- £10,000 per annum
Located in North Wales, Conwy County Borough Council serves 110,000 residents, collects council tax from 53,000 households and supports 12,300 people with benefit payments.
With a view to reducing outgoings and improving customer/citizen satisfaction, the council reviewed their operations and identified three areas for improvement. They then chose to partner with Capita to help them achieve their objectives.
Conwy CBC had highlighted the following areas of the organisation as ones which could potentially help them lower their costs while increasing their output:
- The removal of pre-printed documents
- The elimination of multiple letters sent on the same day to the same people
- The provision of cost-effective alternatives to sending bills and notifications by post
Having reviewed Conwy CBC’s needs and operations, Capita were able to work with a supplier to deliver a tailor-made software solution. The new software was primarily implemented by the council’s staff, with some consulting assistance.
The council uses the software to design and format all documents that previously required pre-printed stationery. It also allows the council to merge council tax and benefit bills. This removes the need for two postal deliveries to the same person, making for a leaner, more cost-effective process as well as providing a better customer experience.
With Capita’s input Conwy CBC has already made the necessary improvements in two of the three identified areas. And the foundations for achieving the third are already in place, with plans afoot to offer email delivery of bills and notifications to its residents, landlords and businesses. This development will represent significant additional savings over the next few years.
- Reduced costs
Less money is spent on print and postage, and the introduction of payment barcodes now allows customers to pay cash at local retail outlets.
- Improved customer satisfaction
The council’s residents receive communications, which are easier to understand, and faster responses to their queries. Query numbers are reducing as a result.
- Transformed cost of printing
New software and processes mean all printing is on standard plain paper.
Based on the results over the first nine months, Conwy CBC estimated achieving the following savings and benefits:
- £10,000 per annum savings through elimination of pre-printed stationery
- Approximately £6,000 per annum savings from consolidating corresponding council tax and benefit documents for delivery in the same envelope
- Halved benefit postal costs
The service provided to Conwy County Council was Workflow & Automation.