When Brighton & Hove Council began to offer drivers the ability to review, challenge and make representations online, its Parking Services team estimated an initial take-up rate of around 10%. 

“We thought that we would see around 30% of challenges going online by the end of 2011,” says Parking Services Manager Rebecca Speight.

The council was surprised, therefore, when online responses quickly reached 30% - climbing to 37% of challenges and representations after just six months. “We issue around 112,000 PCNs annually, and see approximately 35,000 items of correspondence each year,” says Speight. “We’ve been extremely pleased at how quickly the option has been accepted, underlining the point that the public appreciate its convenience compared to having to write to us.”

Nor has the adoption of ACS’s web-based case management facility led to an increase in spurious approaches, says Speight. “Because the easy-to-use functionality enables the driver to review the photographic evidence gathered by the CEO, it puts them in control to decide whether they really have a case or not -- before they go through the process of a challenge or representation. The online function has reduced our unit cost, with lower charges for scanning and post opening. The rapid take-up of the service means that further cost savings such as outbound postage will be realised with the ability for us to be able to respond via email to drivers.”

Dave Wearmouth believes that online case management will grow in popularity as more authorities seek to improve customer service quality and cut costs. “Online self-service puts the customer in control of their own case, and enables councils to make significant reductions in costs-to-serve. Our three online case management applications are tailored to meet the needs of authorities of differing sizes, so access to online self-service is available to all.”