Case Study: Lancaster City Council achieves targeted recovery and steady collection rates with Capita One's RISC

The road to targeted recovery with RISC at Lancaster City Council

Lancaster City Council worked with Capita One, using Capita’s RISC software, to improve its council tax recovery process. Facing tighter resources, a growing workload, and the need to maintain high collection rates and customer service, the council wanted to move away from bulk, one-size-fits-all reminders and better identify which taxpayers needed early recovery action.

Capita One’s RISC solution allowed Lancaster City Council to score taxpayers by payment history and tailor reminder dates, letter templates, and communications accordingly. The result was faster prioritization of persistent non-payers, fewer calls and complaints, reduced pressure on staff, no backlog of work despite staff reductions, and steady collection rates even during an economic downturn.

Lancaster City Council

Julie Smethurst

Revenues Manager