In this month’s Insight journal from the Institute of Revenues Rating and Valuation (IRRV), Craig Geens, collections and assessments solution lead at Arvato CRM & Public Sector, UK & Ireland, discusses the potential of robotic process automation (RPA). He describes how it can be used to help local authorities reduce costs while handling an increasing amount of complex citizen enquiries.
Craig explains that with councils facing mounting financial challenges and the recent Welfare Reform, they are starting to radically re-think how they manage and organise their back-office in revenue collections. In doing so local authorities are becoming more receptive to new, innovative approaches.
“RPA is one technology which has the potential to make a real difference,” Craig comments. “Together with speeding up and increasing the accuracy of citizen application and collection processes, the appeal of RPA within revenues and benefits for councils is having a virtual workforce to handle the often repetitive and laborious administrative tasks. This would enable teams to redeploy back-office employees, enabling them to focus on more complex tasks, such as handling enquiries on Universal Credit or helping people with budgeting and giving debt advice.”
Craig explains that a recent pilot project conducted by Arvato with one of its local government partnerships, has been able to prove the potential of this new technology. “By implementing cutting-edge automation software from partner, Blue Prism, the Arvato team was able to successfully replicate a number of core transactional processes within the council’s revenues department.”
IRRV members can access the full article here
The IRRV works to support its members’ personal and professional development by sharing current news and industry best practice. Insight is its monthly publication.