Case study by Civica for techUK's Local Public Services programme
Driving income recovery through digital innovation and shared service collaboration
Background: A Shared Vision for Better Public Service Delivery
East Kent Services (EKS) was established through a partnership between Canterbury City Council, Dover District Council and Thanet District Council. As part of a wider move toward shared services, the collaboration was aimed at improving operational efficiency, enhancing resilience and delivering better value for money for local residents.
Council Tax collection plays a vital role in supporting critical public services. However, like many local authorities, East Kent Services faced growing financial pressures, limited resources and the challenge of increasing service demand. As a result, the focus of the revenues team had largely remained on in-year Council Tax collection, leaving a significant amount of older debt unaddressed. Over time, this led to the accumulation of more than £10 million in aged Council Tax debt.
Despite consistent efforts, the EKS team was constrained by staffing limitations and a lack of capacity to manage historical debt alongside current year collections. The priority remained on ensuring in-year Council Tax targets were met, which is critical for maintaining cash flow and public service continuity.
This prioritisation, while necessary, meant that a growing backlog of unpaid Council Tax - some dating back years - remained dormant and uncollected. With aged debt difficult to recover through standard processes and only limited resource available for follow-up, the councils needed a new approach to unlock this critical source of income.
Solution: Partnering to Unlock Income with Civica’s Income Maximisation Service
To address the challenge, East Kent Services partnered with Civica, UK’s leading provider of public sector software and services, to implement the Income Maximisation service, a data-driven, digital solution designed to re-engage aged debtors and recover dormant income.
Using Civica’s technology, the partnership took a targeted, intelligent approach to aged debt recovery:
Advanced segmentation and prioritisation helped identify collectable cases based on residents’ financial profiles and payment potential.
Tailored engagement strategies, including digital communications, were deployed to encourage repayments and open new dialogue with debtors.
Efficient workflows and automation supported high-volume case processing while freeing up EKS staff to focus on more complex recovery work.
By combining Civica’s expertise, technology and capacity with local insight, the councils could refocus their efforts on a previously inactive debt pool without detracting from ongoing in-year collection work.
Impact: £3.6 Million in Council Tax Collected, Exceeding Targets by 157%
The results of the partnership significantly exceeded expectations. Originally, the goal was to recover £1.4 million from the aged debt pool. However, thanks to the efficient deployment of Civica’s Income Maximisation, the councils were able to recover £3.6 million, an increase of 157% above the initial target.
This outcome delivered vital new income for the three councils, strengthening their financial resilience and enabling reinvestment into essential local services. In addition to the immediate financial benefits, the success of the programme has contributed to a broader shift in how aged debt is managed, moving from a reactive to a proactive, data-led approach.
Lessons Learned: Let’s Look Forward
This case study demonstrates the value of strategic partnerships and digital innovation in unlocking revenue opportunities in local government. Key takeaways include:
Shared services can amplify impact: Collaboration across councils enabled a more sustainable and scalable solution, pooling resources and sharing risk.
Digital and data-driven methods drive better results: Using advanced analytics and segmentation helped prioritise efforts and maximise returns.
Capacity building without disruption: Civica’s service allowed in-year collection work to continue uninterrupted while addressing legacy debt.
East Kent’s success sets a powerful example for other local authorities looking to improve income recovery amid financial constraints. With rising demands on public services and increased scrutiny on financial performance, the ability to unlock aged debt can be a game-changer.
As local government continues to evolve, digital solutions like Civica’s Income Maximisation service provide a clear path forward, supporting both short-term revenue gains and long-term service sustainability.
About Civica
Civica is a global GovTech champion focused on developing critical cloud-based software and services that are integral to the everyday lives of citizens around the world. From central and local government to education, health and care, more than 6,000 customers trust and partner with Civica, using our software to deliver critical services to more than 100 million citizens. With operations in seven countries across North America, Europe and APAC and more than 20 years of experience, we’re passionate about supporting the needs of citizens and those that serve them every day. Find out more: www.civica.com
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Alison Young is the Associate Director Local Public Services.
Alison has background in International Trade & Investment, with experience in the public, private and third sector, advising on international trade, new markets, inward investment and working closely with UK cities and regions around investment into innovation and partnerships and technology. Prior to joining techUK, she has her own consulting business and was Head of Global Investment with the Connected Places Catapult. This role had a focus on FDI around the built environment and mobility, working across NetZero mobility projects in the UK and globally. She worked closely with the Innovation Districts Group, to foster and network of knowledge sharing and helped set up the Freeport Innovation Network, to foster innovation in the context of freeports with a focus on investment.
She spent six years living and working in the Middle East, with the Department for Business and Trade. Based first in Oman, leading on a number of sectors, from Education to Infrastructure, then based in the UAE, setting up the Technology and Smart Cities sector, with a core focus on AI and Fintech.
She is passionate about economic growth for the UK, to create jobs and opportunities; the green agenda and the decarbonisation of transport. She has a degree in Russian Studies MA, from the University of Edinburgh and is currently learning Arabic.
Programme Manager, Local Public Services and Nations and Regions, techUK
Ileana Lupsa
Programme Manager, Local Public Services and Nations and Regions, techUK
Ileana Lupsa is the Programme Manager for Local Public Services and Nations and Regions, at techUK.
Ileana studied electronics, telecommunications and IT as an undergraduate, followed by an MSc in engineering and project management at Coventry University.
She refined her programme management expertise through her most recent roles working in the automotive industry.
Ileana is passionate about sustainability and creating a positive impact globally through innovation.
Programme Marketing Assistant for Public Sector Markets, techUK
Tracy Modha
Programme Marketing Assistant for Public Sector Markets, techUK
Tracy supports the marketing of several areas at techUK, including Cyber Exchange, Central Government, Cyber Resilience, Defence, Education, Health and Social Care, Justice and Emergency Services, Local Public Services, Nations and Regions and National Security.
Tracy joined techUK in March 2022, having worked in the education sector for 19 years, covering administration, research project support, IT support and event/training support. My most outstanding achievement has been running three very successful international conferences and over 300 training courses booked all over the globe!
Tracy has a great interest in tech. Gaming and computing have been a big part of her life, and now electric cars are an exciting look at the future. She has warmed to Alexa, even though it can sometimes be sassy!
Georgina is techUK’s Associate Director for Local Public Services
Georgina works with suppliers that are active or looking to break into the market as well as with local public services to create the conditions for meaningful transformation. techUK regularly bring together local public services and supplier community to horizon scan and explore how the technologies of today and tomorrow can help solve some of the most pressing problems our communities face and improve outcomes for our people and places.
Prior to techUK, Georgina worked for a public policy events company where she managed the policy briefing division and was responsible for generating new ideas for events that would add value to the public sector. Georgina worked across a number of portfolios from education, criminal justice, and health but had a particular interest in public sector transformation and technology. Georgina also led on developing relationships across central and local government.
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