Case Study: Brighton & Hove City Council reduces arrears and saves time with Esendex SMS communication

Saving time and money for both the customer and Brighton & Hove City Council

Brighton & Hove City Council sought to modernize access to its Revenues & Benefits services and improve communications with citizens, particularly for collecting council tax arrears. They partnered with vendor Esendex to integrate its SMS delivery system with the council's existing Northgate Revenues & Benefits software.

The Esendex solution enabled the council to send automated, targeted text reminders to citizens in arrears. This integration resulted in a significant number of recipients making payments, with success rates ranging from 47% to 66% in early campaigns. The program improved cash flow, reduced the need for costly paper reminders, and received positive customer feedback, ultimately saving time and money for both the citizens and the council.

Brighton & Hove City Council

Nicky Donaldson-Alldis

Systems Program Manager