With around 90,000 residents, Hastings Borough Council’s revenues and benefits team manage more than 43,000 council tax bills and 17,000 discount claims each year. Hastings made the decision to make a big improvement and selected Information@Work (I@W) Enterprise with Email Connect from NPS.
Before Email Connect, managing around 100 enquiries a day was labour-intensive. Now, emails are automatically indexed to the admin officer’s area with the reference numbers in the right place, requiring only a quick online review before they go to the right work queue. There are other significant perks too.
As a result, 90% of the paperwork associated with managing emails has been eliminated.