The Challenge
Blackpool Council was stuck with a payment system that had become more of a burden than a benefit. Constant updates and patches demanded hours of testing every week. The system often crashed, limiting when and where payments could be taken and it came with rising costs for less and less value.
Staff were bogged down with manual processes and reliant on external support for even simple changes. More critically, residents, especially those in vulnerable situations, faced barriers when trying to make payments in council buildings.
We were constantly testing, chasing, patching, and paying more for the privilege.
The solution
With their contract ending, Blackpool Council made the move to Access PaySuite and SmartMobile. The implementation took just six months - the fastest digital rollout in the council’s history.
The switch was guided by a clear priority: modernise payments to be easier for staff, more accessible for residents, and more flexible across services.
Key changes included:
- Deployment of SmartMobile devices across registrars, Customer First outreach, the crematorium, and more.
- Self-service tools that let staff set up new funds, exports, and reports without external help.
- Speech recognition for telephone payments, improving access for users with disabilities.
- Recurring card payments and API integrations, paving the way for future innovation.
Training was fast and simple. Most teams got going with just a short in-person demo and a user-friendly guide.
We show people what to do, hand them the device, and they’re away. The feedback’s been brilliant.
The impact
The results have been nothing short of transformational for staff, residents, and the council’s bottom line.
Efficiency and empowerment
- £280,000 in projected savings over five years.
- 100% self-managed setup of reports, funds, and exports - no more support tickets or fees.
- Six-month implementation, compared to 18 months with the previous provider.
- Staff now feel empowered to solve problems and implement changes themselves.
We’re not stuck anymore. We’ve got options.
Service with dignity
SmartMobile has changed how services are delivered. Instead of asking vulnerable residents to approach a fixed counter, staff can bring the payment device to them. At the crematorium, this small change has had a huge emotional impact. In hospitals and libraries, teams can now handle payments during registrar sessions or outreach events.
It’s not just about saving time. It’s about offering people a better, more respectful experience.
Accessibility and Inclusion
• Residents who struggle with keypads can now use speech recognition to pay securely over the phone.
• Mobile devices have increased access for people with mobility challenges.
We’ve already got three systems waiting to connect. It’s just nice to be able to say: yes, we can do that.
Growing Adoption and Demand
SmartMobile has become a grassroots success. Even without promotion, usage is spreading by word of mouth. Teams are requesting devices for everything from drop-in sessions to weekend events.
Looking Ahead
Blackpool Council is continuing to expand the use of Access PaySuite, with plans to:
- Roll out recurring card payments
- Explore KlickPay and Open Banking
- Connect internal systems using open APIs
Experience seamless payments with enhanced convenience, security, and efficiency. Get in touch today to discover how we can transform your payment process.