With the help of Capita Software Services, Bracknell Forest Borough Council has expanded its self-service options to become the first local authority in the UK to take payments via a speech recognition system.
Described as the “Borough of Opportunity” in the high-tech heart of the Thames Valley, Bracknell Forest Borough Council in Berkshire is home to over 110,000 people and many leading IT companies. A unitary authority since April 1998, the Borough has 45,100 domestic properties, 2,200 businesses, employs 3,900 people and has a gross expenditure of £200 million.
As e-government continues to be developed, councils are implementing increasingly sophisticated automated payment systems. The Council wanted to improve its payment mechanisms and extend 24 hour payment services
to those customers who do not have web access.
For the first phase of the project the Council wanted a speech recognition service purely for Council Tax payments but it was always planning a second phase to include payment of Car Parking Penalty Charge Notices.
Within five months of operation the new service took its 1,000th payment (making over £154,000 collected) which suggests that it will be used to process well over 2,500 payments each year for Council Tax alone.
View the full Bracknell Forest case study