November 2006

Colchester Borough Council receives accolade at 2006 Bacs Local Authority Direct Debit Challenge

Colchester Borough Council, a flagship customer of Albany Software and the sixth largest Borough Council in England and Wales, has received a Quality Award at the 2006 Bacs Local Authority Direct Debit Challenge. The council, which uses Albany's ALBACScs, eCONNECT and Verify products to process Direct Debits, was recognised for the financial flexibility it offers its customers, the calibre of its promotional activity and its overall success in increasing Direct Debit usage among local residents and businesses.

Colchester borough has a population of around 160,000 and approximatey 70,000 individuals or businesses making regular payments for local services. The council has always been proud of its ability to offer residential and commercial customers a range of choices when it comes to accessing and paying for local services. As a result, residents and companies now have the option of paying seven different types of bills using Direct Debit, via the telephone or the Internet.

Commenting on winning the Quality Award, Phil Pettit, Corporate ICT Programme Manager at Colchester Borough Council, says, "As a borough that holds responsibility for 70,000 individuals and businesses making regular payments for local services, it is essential that the payment process is as quick and easy as possible. Winning this Quality award reinforces the fact that we are able to offer our citizens a reliable, flexible and very secure method of making Direct Debit payments."

Pettit continues, "Colchester has always had a forward-looking Council Tax collection team. We were the first UK council to embrace Paperless Direct Debits, for example, so this award means a lot to us. Albany Software has played a significant role in helping the Council move forward smoothly and confidently along the eBusiness path. Some companies you regret doing business with; some, you just do it with; and with some, you actually enjoy it. We're lucky enough to have several suppliers we positively enjoy doing business with, and Albany is one."

Over the last 12 months, the Council has been actively promoting the benefits of Direct Debit and working in partnership with Albany Software, it has introduced a new degree of flexibility for those individuals or organisations wanting to automate payments. In addition to having a choice of five different payment dates, there are now a variety of ways in which residents can set up Direct Debits. Rather than making customers fill out a traditional paper instruction, residents can set up a Direct Debit over the phone - via a dedicated free phone number - or online, at a dedicated payment page on the Council's website. This resulted in a 4.66 per cent increase in Direct Debit usage in just twelve months.

The Council also made positive internal steps, investing time and money in training customer facing staff. Best practice advice was given on a range of topics including using the Automated Direct Debit Instruction Service (AUDDIS) and the Automated Direct Debit Amendment & Cancellation Service (ADDACS). This ensured staff were fully briefed on setting up new and making changes to existing Direct Debit instructions plus transmitting payment information for daily processing. Staff were also educated about handling customer enquiries, reviewing regular payment failures and ultimately reducing the number of unpaid Direct Debits.

Pettit concludes, "Essentially in terms of innovative banking and government activity it's great to be recognised in what we are doing. We have won this Quality Award for a number of reasons - we have a very flexible, reliable Direct Debit offering, we provide a high level of customer service, our staff are well trained, and we have a very strong software partner in Albany - their products provide the engine of our Direct Debit service."

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