Upgraded tracing service reduces GANTs for Local Authorities & Housing Associations

A new alliance with a tracing specialist has boosted Dukes power to gather information on charge payers who have changed addresses without settling debts. The tracing service enables Dukes call centre staff to search for contact information through a number of data sources. These sources include public data, digitally captured, non-financial, bureau, address links, aliases and financial associates.

Faster tracing service

The new tracing service is in its early days but Dukes have already seen signs of improved search results and faster tracing. This has lead to better productivity and increased collections.

Dukes Debt Recovery Manager Sally Woodbridge said, “Successful debt recovery is very much a multi-channel approach now. The ability to find phone numbers and emails as well as addresses has been crucial in helping drive up our collection rates. The new tracing system provides our local authority clients with a more comprehensive service and is helping us improve recovery results.”

The improved tracing service is helping Dukes find charge-payers quicker, giving more time for people who have moved to settle outstanding arrears. Dukes policy of re-starting the enforcement process at Compliance Stage means those who want to engage early can still pay with the minimum fees. "The early signs are that our new tracing system is enabling us to increase collections at Compliance Stage, and reduce complaints, two of our key priorities," said Sally.

Finds people and their ability to pay

Using a wide range of data sources includes electoral, financial and marketing information. It allows the system to provide accurate, cross-referenced results quickly from minimal information. “Usage so far shows that our tracing service is not only more successful, but much faster," said Sally. The quality of the information is extremely high.  It allows us to connect people with places, contact numbers, emails and other people. These connections are important and enable us to gauge people’s ability to pay.”