Developing a customer self-service portal for council tax

Recognising contact handled by its Revenues and Benefits service was mainly phone or face-to-face, and related to basic account enquiries or changes of circumstances, Newcastle-under-Lyme developed a customer portal for council tax and business rates, providing greater convenience for residents and reducing costs. This case study forms part of our digital experts resource.

Digitalisation

The service has been redesigned as ‘digital first' and the solution integrates both to the council website and its back-office software.

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Darren Buttery, Project Manager, Newcastle-under-Lyme Borough Council

Darren talks about rolling-out a Citizen Access Portal giving residents a self-service option for managing their council tax, and the beneifts to residents and the council.

Kelvin Turner, Executive Director at Newcastle-under-Lyme Borough Council

Kelvin talks about how the roll out of the new Citizen Access Portal fits with the council's strategic objectives.

Elaine Davies, Revenues Assistant, Newcastle under Lyme Borough Council

Elaine discusses the difference the Council's new citizen access portal makes to the role of front-line staff, and the customer experience.

Karen Hollinshead Revenues Manager Newcastle-under-Lyme Borough Council

Karen on the difference their digital project has made to process efficiencies and working arrangements.