Transforming Income Management: How Ashford Borough Council Cut Arrears Casework Reviews by 81% with MRI Income Analytics
Insights from the Ashford Borough Council Income & Arrears Team Manager – Watch the interview!
Ashford Borough Council recently implemented MRI Income Analytics to fill a critical gap in its income-related case management. This powerful solution has transformed the Council’s approach by enabling smarter decision-making, providing valuable data insights, and significantly improving operational efficiency.
Since adopting the system, the Council has reduced its arrears case management reviews by an impressive 81%. By supporting a more performance-driven strategy with proactive monitoring, auditing, and targeted interventions, MRI Income Analytics allows staff to focus on the most critical cases, ultimately delivering better outcomes for both the Council and its residents.
Key points include:
- Improved Case Management: The system allows for efficient filtering and workload management. Adjusting “patches” (case allocations) is straightforward and responsive to changing demands.
- Workload Distribution: When workloads increased, the team used filters to redistribute cases based on rural/urban divisions.
- Proactive Tenant Engagement: Early contact with tenants helps resolve issues quickly, allowing the team to focus on high-risk arrears cases.
- Time Savings: Previously reliant on spreadsheets, the system has streamlined tasks by flagging only accounts needing attention.
- Resident Benefits: Staff can access account graphs in the field, helping tenants visually understand their payment impacts and account status.
Overall, the system has improved both operational efficiency and tenant engagement.