The design
The project adhered to a tight timetable and relatively low
budget of £5,000. The most important element was the
hierarchy of information. In order to ensure the most important
elements (amount due and means of payment) were given the
most prominence, Felton created a generic but versatile grid
for all 15 bills, reminders and summonses. This design allowed
room for lengthy names, addresses, installment instructions
and other information. In addition, the type size was big
enough to comply with RNIB regulations and the whole form
fitted into a standard window envelope.
The results
• Pre-payments, that is those made before 1 April 2003,
shot up by 80%, from £1.25m to £2.25m, on the
previous year.
• Direct Debit payments increased by more than 7%, in
itself saving the council an estimated £150,000 in administration
costs. An additional £2.04m of council tax was collected
via Direct Debit above the projected amount.
• Postage savings were made as fewer reminders were
needed. Staff morale improved, as fewer irate callers queried
their bill and made complaints.
• Production costs were reduced by more than £5,000
– more than paying for the design fee.
• The total collection rate was 90.1% - Lambeth’s
best ever result.
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