Case Study: London Borough of Bexley achieves record council tax and business rates collection with Capita One

Capita Local Public Services helps Bexley achieve highest ever Council tax collection rates

London Borough of Bexley worked with Capita One to improve council tax and business rates collection and make it easier for residents to manage payments and other council services online. The council’s challenge was to increase collection rates while reducing the need for face-to-face contact and encouraging more self-service through digital channels.

Capita One improved the council tax pages on Bexley’s website and introduced a new online portal for payments, account registration, housing benefit claims, planning applications, and issue reporting. This helped drive a 71% increase in website use, a 7% rise in direct debit payments, and record collection rates of 96.5% for council tax and 98.5% for business rates, generating an extra £2.2 million in council tax and more than £790,000 in business rates compared with the previous year.

London Borough of Bexley

Teresa O’Neill

Council Leader