1. The Future Of Data Management
In Local Government
Nigel McAvoy, Managing Director, Destin Solutions Duncan Baxter, Director, Destin Solutions

2. All alone! Call Centre Core System Contact Centre Core System
Designed for a purpose
Effective at storing data
Hold massive amounts of data
Workflow
Local files

3. Manual v Automated Process Report Analyse Unsecure Held locally
No backup
No management information
Multiple copies
Inaccessible
Ivory towers(!)

4. Collecting data
Workflow
Core

5. Collecting data – another way

6. Manage what?

7. Collection Statistics
Transaction Analysis
Band changes
Collection Statistics
Debit
Reductions
CTRS
Costs
Payments
New Properties
In year movement
Payment profile
Reviewed?
Impact of change
Impact of change
Effective methods
Scheme change
Amount raised
Profiling
Cancelled costs
Check with Discounts

8. Balances Balance Analysis In year collection Year Location Case Type
Cashflow\ Planning
Write Offs
Overall collection
In year movement
Provision for bad debt
Area profiling
Potential write offs
For Members
Write backs
CTRS cases
Estimates\
shortfall
Active\closed accounts
Potential % collection
Recovery cases

9. £15,000 Council Tax Moved out Previous Action HBOP £12,000 Age Group
40 -50
Children Under 5
Employed – Low Wage
HBOP £12,000
Moved out

10. Authority A Authority B Council Tax Council Tax Benefits
Workflow
VOA Data
Benefits
NNDR
Authority B
Council Tax
VOA Data
HB Overpaid
Credit Agency
Claim attributes
Age profile
Single Person Discount Check
Employers Details
Rising 18s
Income type
Household makeup
DHP
NNDR
Tenancy
Workflow
Benefits
Council Tax
HB Overpaid
Tenancy

11. NNDR Customer profiling Corporate overview Single View of Debt
Council Tax
HB Over paid
NNDR
Car Parking
Tenancy
Sundry Debt
Customer profiling
Corporate overview
Single View of Debt
Customer Services

12. Our future plans Create your own reports Active work lists
Data comparisons/benchmarking
Debt alerts
Account flagging
Integration with other systems
Credit Agency data expansion
Additional case management

13. Summary Automate the manual processes
Remove the manual gathering of data
Use resources to analyse the data rather than gather it
Review the un-reviewed
Consolidate datasets
Performance Management should be all encompassing