Barnsley Metropolitan Borough Council

Summary of Submission

The Corporate Debt Team embraces continuous improvement in process, performance and technology this is demonstrated through the following positive outcomes:-

  • Highest business rates collection and the only authority to see an increase in the previous year’s performance in its benchmarking group throughout Covid-19.
  • Third highest council tax collection rate in the benchmarking group throughout Covid-19.
  • Increased customer satisfaction by reducing our call abandoned rate and call wait time by 50% in the last 3 years.
  • Demonstrated that innovation is possible without investing huge amounts of money into new technology.
  • Created a dedicated Covid-19 financial support helpline ensuring customers remained supported and our priority, showing our ability to adapt as a team.
  • Shown that utilising commercial techniques from the private sector can work in a local authority.
  • Changed the attitude of the whole team; we challenged the ‘as is’ and have created continuous improvement, and a sustainable model which is ongoing.

IRRV, 167 - 169 Great Portland Street, 5th Floor, London, W1W 5PF
+44 (0) 207 831 35 05