Case Study: Edinburgh City Council achieves year-on-year increases in council tax collection with Civica OnDemand

Edinburgh City Council increases council tax collection year on year

Edinburgh City Council faced difficulty keeping resident records current for around 250,000 households, with a seasonal influx of roughly 20,000 students each September that created a backlog of about 10,000 council tax items, inaccurate billing and reduced collection rates. To address this, the council engaged Civica OnDemand from vendor Civica for experienced, flexible resource support.

Civica deployed a remote, scalable OnDemand team to process address changes, discounts, exemptions and correspondence alongside the council’s staff, clearing the 10,000‑item backlog and consistently meeting productivity targets of 23+ items per person per day. The partnership improved billing accuracy, delivered year‑on‑year increases in council tax collection, maintained in‑house quality levels and helped Edinburgh City Council gain recognition as an IRRV awards finalist—results the council attributes to Civica.

Edinburgh City Council

Brian Murphy

Transactions Team Manager