Page last updated 28 July 2017

LGSS finalists in two IRRV awards categories 

LGSS has been shortlisted for two Institute of Revenues, Ratings and Valuation (IRRV) awards categories – Excellence in Partnership Working and Revenues Team of Year 2017.

The nominations reflect LGSS’ unique partnership approach to delivering revenues and benefits services, which has generated financial savings of over £5m for its partners, combined with high levels of customer satisfaction. The approach sees representatives from LGSS’ partner organisations sit on a joint committee that governs all LGSS revenues and benefits partnerships.

Shared service arrangements have been an important part of the public sector’s response to the challenging environment of funding cuts and significant changes in government policy, alongside growing demand and rising expectations from customers.

LGSS is exploiting the use of technology to drive service improvements and gain efficiencies, including the use of shared telephony platforms to increase resilience during times of peak demand. Online services enable 24 hour access to billing information for customers, while reducing the cost of administration and the margin of error.

A joint submission with Milton Keynes Council for the Revenues Team of the Year award has also been shortlisted. The LGSS service is based on excellence, innovation, attention to detail and getting things right first time, every time. LGSS values its customers and strives to give them the service they need.

A Milton Keynes Council customer satisfaction survey of 2016 saw the council tax team receive a 92% satisfaction rating for the service provided. LGSS’ Milton Keynes operation has seen continued improvement in revenues collection, with results exceeding the national average for unitary authorities, and the highest ever council tax collection rate, 98.22%, for the authority to date.

Robin Bates, LGSS Head of Revenues and Benefits, said: “I’m delighted that the IRRV has once again recognised LGSS. We strive to collaborate, innovate, and drive core service efficiencies that are a natural outcome and not an extra cost. LGSS continues to improve the customer experience while providing an opportunity to realise cashable financial savings to support our partner’s wider corporate priorities.”