Case Study: The Vale of Glamorgan Council achieves rapid, zero-touch cost-of-living payments with Bottomline Payouts Automation

he Vale of Glamorgan Council Supports Residents with Cost-ofLiving Payments

The Vale of Glamorgan Council needed to get cost-of-living payments quickly to its most vulnerable residents but found its existing process—manual applications, Excel tracking and tens of thousands of individual payments—slow, resource-intensive and hard to scale when energy and living‑cost support was urgently required.

Working with Bottomline, the Council deployed Payouts Automation and the PTX platform to send personalized letters with QR codes/short URLs to a secure, pre-filled web form, verify bank details and make daily Bacs zero‑touch payments. The solution delivered an 83% uptake from 9,167 letters, payments to bank accounts within 1–2 days, significantly reduced manual effort and inbound queries, improved reporting and scalability for future schemes, and freed staff to help residents needing extra support.