Automation Leading to Zero Backlog for Council Services

This case study examines how Basingstoke and Deane Borough Council has achieved zero backlog in managing its revenues and benefits through the implementation of automation solutions provided by Civica. Serving over 185,000 residents, the council has utilized Civica's automation features to streamline its debt management processes. The revenues team, despite being lean, has received recognition for its efficiency, including the Team of the Year Award from the Institute of Revenues Rating and Valuation in 2025. The automation allows staff to focus on customer support, leading to proactive measures such as debt surgeries and increased visits to vulnerable residents. The council has reported a £2.5 million reduction in outstanding arrears and a 40% decrease in accounts referred to enforcement agents. The automation of back-office tasks has significantly reduced the time spent on manual processes, enhancing the overall citizen experience and service accessibility.