Case Study: Basingstoke & Deane Borough Council saves a full FTE and boosts collections with Civica PTC

Civica Helps Basingstoke & Deane Borough Council To Overcome Resource Squeeze

Basingstoke & Deane Borough Council was facing a growing workload and a squeeze on resources—its Revenues team reduced from 10 to 8 staff—while still needing to meet unchanged service targets. The council turned to Civica, drawing on its long-standing OPENRevenues platform and the Civica PTC suite, to find ways to automate routine back-office work and free staff to focus on customers and revenue-generating tasks.

Civica implemented PTC Scheduler to automate batch jobs (direct debit runs, refunds, year-end processes) and PTC Consolidation to automate reconciliations such as the daily cash reconciliation. The automation cut around 30 minutes each morning on cash reconciliation, delivered overall savings equivalent to about 1 FTE, improved response times and reduced complaints, and helped achieve the council’s highest-ever collection rates by freeing staff to concentrate on debt recovery—demonstrating clear, measurable impact from Civica’s solution.

Basingstoke & Deane Borough Council

Lucy Gallyer

Local Tax Team Leader