The Revenues Team at Folkestone & Hythe District Council has been transformed by online forms and automation. Two national suppliers came together to provide this service, but where no form has been provided, an online form has been developed in-house to make the team more efficient by collecting the right information, every time for processing.
The structure of the team has changed with reducing the numbers but it allows increased performance and upskilling of team members to provide resilience and processing of the council tax reduction (CTR) discount. Customer service remains a priority and improvements have been driven by consultation with customers throughout the process and we still listen to their feedback for ongoing development.
Improvements in pre-recovery lists, the encouragement of hardship payments for CTR customers, regular reviews (including single occupier discount have targeted resources appropriately. Good performance management motivates the team to be the best it can be.