Revenues and Benefits
Providing expertise to support change
Change is the only constant in the administration of local authority revenues and benefits, with an average of one adjustment to the UK’s benefits system per week; multiplied by some unprecedented, seismic shifts that demand new thinking and new approaches.
The Coalition Government’s welfare reforms have had a profound impact on today’s revenues and benefits office and its relationship with other citizen services, such as the arrival of a new era of local autonomy, in tandem with deep budget cuts.
We help clients adapt to change through upskilling staff and introducing new processes and technology, while coaching them to use the opportunity to review operating structures to reduce costs by generating efficiencies.
Revenues service offering
Arvato has a track record in maximising government revenues, positioning our clients in the top 10% of comparable public sector organisations in the UK.
We offer an end-to-end service incorporating:
- Council tax collection
- NNDR / business rates collection
- Corporate debt recovery
- Sundry debt recovery
- Rent collection
- Fraud detection
Careful approach to balancing needs
Public sector bodies play an important role in delivering services to vulnerable members of the community. Balancing the need for efficiency generation with appropriate customer service for people in need is both important and challenging.
By implementing channel shift across client services, we enable clients to empower their citizens to make claims online or via self-serve systems. This allows for a quicker, more accurate application and payment process, while maximising the take-up of benefits.
Through customer insights and data matching, we can identify households with late or missed payments, households that ought to be able to pay versus those struggling to pay, and households likely to pay via Direct Debit and take up e-billing options.
While we strive to maximise collection rates, we do not forget that we are dealing with a diverse group of citizens in different circumstances. We work in partnership with our clients and also relevant stakeholders in the health, education and third sectors to deliver services crafted to the particular customer segment at which they are aimed.
To keep pace with new legislation and to develop technically aware, multi-skilled employees, we run specialist programmes for local authority revenues & benefits practitioners, covering benefits assessment, council tax, business rates, recovery, enforcement and other associated topics.
Delivering more with less
The standardisation and centralisation of back-office services, such as HR and revenues & benefits, delivers substantial cost reductions.
Implement channel shift to increase customer satisfaction and cut costs
By providing self-serve and multi-channel contact options for citizens, clients can improve customer satisfaction and speed up administrative processes.
We currently collect over £568 million each year on behalf of our public sector clients.
Our average revenues and benefits course rating is 98.6%, with 95.6% of delegates identifying significant learning benefits as a result of attending.
arvato’s finance and accounting expertise has benefited the Council, our residents and local businesses. New technologies and processes, combined with a sensitive approach to dealing with our ‘customers’ has ensured the best results all-round.Mark Evans, Deputy Chief Executive, Chesterfield Borough Council