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Customer Overview

Customer Overview

UK Environment Agency

Customer Overview

Customer Overview

UK Environment Agency

UK Environment Agency streamlines payment processing for annual savings of £120,000.


Customer Overview

The Environment Agency is a public body responsible for protecting and improving the environment. It issues licenses for commercial waste operations and grants fishing licenses to 1.5 million anglers across the UK.

Customer Challenge

In 2000, the agency could only process license payments by check or cash, a resource-intensive process that made it difficult to manage cash flow. In addition, the UK central government was increasing pressure on all public entities to become more customer-oriented. The agency wanted to extend its range of payments to include Direct Debit, but needed an automated collections system that could flex to both high-value commercial licenses and low-value individual licenses.

Bottomline Technologies Direct Debit Expert

Direct Debit expert™ (DDe) from Bottomline Technologies met the agency’s detailed list of requirements. The new payment system integrated with agency systems, supported more than 100,000 annual payments, and managed the Direct Debit process from end-to-end.

Bottomline Technologies customized the system to meet the agency’s niche requirements. When commercial licensees faced payment problems, the agency could respond with payment options, such as scheduling Direct Debit payments on a quarterly basis. The solution is easy to use and provides comprehensive reporting and analysis by income type.

Results

Since introducing DDe, the Environment Agency has dramatically improved the efficiency of its collections and provided a better quality service to its customers. It now processes payments more efficiently with fewer manual steps. In its first year using DDe, the agency saved £120,000 on administration and postage costs alone.

In the Customer’s Own Words

“DDe gives us a comprehensive and cost-effective payments tool, backed by flexible and responsive service support.
Jonathan Evans, Income Manager, UK Environment Agency

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