26th February 2026
Basingstoke and Deane Borough Council automated their process to strengthen revenue recovery
Basingstoke and Deane Borough Council expanded the use of Civica Revenues and Benefits software and embedded automation into its processes, shifting work that once required hours of manual effort into instant, behind‑the‑scenes processing. As the council moved routine tasks such as reminders, notices, reconciliation and reporting into the background, the officers could focus more on customer‑facing support.
With no backlog and recovery work always up to date, they could intervene earlier, understand individual circumstances and offer more personalised assistance. The team now runs proactive initiatives like drop‑in debt surgeries and increased visits to vulnerable residents, helping prevent issues from escalating.
This case study explores how automation helped the council rebalance resources and deliver measurable improvements across its revenues and benefits service, including financial resilience and the council being named IRRV Team of the Year 2025.
Key outcomes
Zero backlog across all revenue cases
40% reduction in enforcement referrals
£2.5 million arrears reduction
Lucy Gallyer,
Basingstoke and Deane Borough Council
The automation from Civica means that I can keep on top of everything and because there’s no backlog, the recovery is kept up to date. When recoveries are up to date, we don’t need to keep contacting and chasing customers, so the benefits really do multiply.