Maximising Council Tax Income for East Kent Services

This case study details the collaboration between Canterbury City Council, Dover District Council, and Thanet District Council, collectively known as East Kent Services, to enhance their Council Tax income through Civica's Income Maximisation service. The partnership aimed to address the significant issue of aged debt, which had accumulated to over £10 million, while also improving operational efficiency and service resilience. The councils faced financial challenges that necessitated a fresh approach to debt recovery, focusing on customer engagement and sustainable repayment solutions. The goal was to recover a minimum of £1.4 million from aged debt within 36 months, which was significantly exceeded with an additional £3.6 million collected. The new processes emphasized behavioral insights and customer-centric communication, moving away from traditional threat-based recovery methods. This initiative not only benefited the three councils but also contributed to a surplus in the collection fund, aiding other authorities during financially challenging times.