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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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.
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Programme Team Assistant for Public Sector Markets, techUK
Francesca Richiusa
Programme Team Assistant for Public Sector Markets, techUK
Fran serves as the Programme Team Assistant within techUK’s Public Sector Market Programmes, where she is responsible for delivering comprehensive team support, managing administrative functions, and fostering strong relationships with members.
Prior to joining techUK in May 2025, Fran built a meaningful career in the charitable and local government sectors. She worked extensively with both victims and perpetrators of crime, and notably led the coordination of Domestic Homicide Reviews across Surrey—an initiative aimed at identifying lessons and preventing future incidents of domestic abuse.
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