Local government transformation is often described in terms of platforms, integrations and digital upgrades. Yet its impact is felt most clearly in the day-to-day life of a council office: where officers support residents, finance teams resolve queries and frontline staff navigate complex demands with care.
When change truly matters, technology isn't the headline - people are. It's about creating space, reducing unnecessary pressure and giving staff the confidence and clarity to deliver the services their communities depend on. For years, however, Brent LBC''s payment processes were restricted by tradition, quietly holding us back from reducing effort, removing uncertainty and making paying as stress-free and straightforward as possible.
Behind closed doors, teams were managing legacy approaches that hadn't kept pace with the needs of a modern, diverse borough. Standing orders, cheques and manual online payments got the job done, but they demanded constant labour-intensive chasing, adjusting and checking. Staff were constantly spending too much time unravelling issues and not enough time supporting the people who needed them.
And while many of the challenges surfaced in finance, the impact rippled far wider. Debt recovery officers, application support teams and frontline services all felt the strain of outdated processes. With limited flexibility and varying levels of control, payment management tasks often slowed down work that should have been relatively simple.
Earlier this year, we knew change had to happen and it had to mean more than increased efficiency - it had to support the wellbeing of the people keeping services running. The aim wasn't just to modernise systems; it was to rethink how payment processes could empower staff and improve experiences for residents and businesses alike.
A transformation that puts people first
Standing orders gave our 330,000 residents control, but they weren't always the easiest option when payment amounts changed from month-to-month. It sometimes created confusion and extra work for everyone. We knew we could do better, not just for ourselves, but for the people we serve.
When we partnered with Access PaySuite to implement a Direct Debit CMS system combined with Know Your Customer (KYC) verification, it marked more than a technology upgrade; it was the start of a more collaborative, future-focused way of working. It was clear that if we wanted control, compliance, and efficiency, this was the way forward.
Every local authority knows the weight of repetitive admin, and we certainly weren't exempt from this. Processes that once demanded continuous attention - from chasing standing orders to clarifying variable amounts - now tick along in the background through automated, reliable workflows. Payments that once required a manual push simply flow smoothly.
But the most meaningful shift wasn't just automation. It was the level of support and partnership that came with it. Early challenges, especially around KYC checks, could easily have become stumbling blocks. Instead, close guidance from the team helped us move past issues faster and with confidence.
With this type of support, frontline staff really felt the difference. Our debt recovery officer Rikin Bhayani in particular became a champion of the new approach, supporting colleagues and easing the transition across adult social care, licensing, waste services and business payments in no time at all.
What started as a technical improvement quickly became a cultural one - encouraging teams to talk more, share more and feel supported rather than overwhelmed. Suddenly, our payment processes weren't barriers. They were tools that fit the ways our staff already worked, rather than systems they had to work around. From there, growth felt natural.
Building a future-ready council
Not many councils have this kind of compliant Direct Debit process yet, so it genuinely feels as though we're blazing a trail and we'd recommend it to anyone. With unnecessary pressure lifted, our teams can finally focus on what matters most: planning ahead, supporting vulnerable residents and improving services in ways that deliver real value across the borough.
The benefits speak for themselves. Hours previously lost to manual payment tasks have been reclaimed each month. Queries have dropped. Compliance is stronger. Revenue is more predictable. And residents and businesses experience smoother, more secure ways to pay.
But the human impact is just as important. This transformation in our payment processes has meant that staff feel more confident, workflows and operations feel lighter and departments once bogged down by admin can now work with greater clarity and stability, with an average of over 8 hours saved per month in manual processes. With further integration into back-office systems already underway, we are creating the foundations for long-term resilience.
This advancement isn't just about better payments. It's about giving staff time back, giving residents confidence and building a council ready to meet the needs of a fast-changing community. Modern systems won't solve every challenge we're facing day-to-day - but they are giving us something invaluable: the freedom to focus on work that truly makes a difference.
At its heart, this isn't just about systems - it's about people. It's the dedicated staff delivering essential services, the residents and businesses depending on them and a community working together to build a future that is simpler, more secure and truly sustainable for everyone.
Shafiq Kazi is business analyst at Brent LBC
