Case Study: Bracknell Forest Council achieves 24/7 payment access with Capita One AXIS Speech Recognition

Bracknell Forest Borough Council - Customer Case Study

Bracknell Forest Council worked with Capita One to improve its payment services and extend 24-hour access for customers who did not have web access. The Council wanted to move beyond staffed telephone payments and reduce the cost and staff time involved in handling payments, starting with Council Tax and planning to add Car Parking Penalty Charge Notices later.

Capita One implemented AXIS Speech Recognition, a managed automated telephony payment solution, with consultancy, project management, implementation and recorded voice prompts. The Council went live in February 2007 as the first local authority in the UK to take payments via speech recognition, and within five months had taken its 1,000th payment and collected over £154,000. The service was expected to process well over 2,500 Council Tax payments a year, while freeing staff to focus on other work.

Bracknell Forest Council

Keith Woodman

Head of Customer Services