Shropshire Council’s previous payment platform was costly, inefficient, and heavily reliant on manual work. The finance team was spending hundreds of hours each year on reconciliation and exception handling, and there was minimal communication or support from their provider. These inefficiencies were holding the team back and limiting their capacity to support the broader organisation.
The challenge
Shropshire Council was using a payment system that was:
- Expensive and lacking modern functionality
- Manual and time-consuming, requiring hundreds of staff hours annually for reconciliation and exception handling
- Poorly supported, with minimal communication or responsiveness from the provider
These issues reduced efficiency across departments and limited the finance team’s ability to focus on strategic tasks.
The solution
Shropshire Council implemented Access PaySuite to modernise its income management and automate key payment processes.
Key elements of the solution included:
- Deployment of an automated payment infrastructure, including automated category code allocation and fund journaling
- Introduction of SmartMobile payment terminals, initially for Registrars, now being expanded to leisure centres, libraries, and museums
- Planned adoption of Open Banking, to streamline payments and reduce costs
- Improved customer support, with Access PaySuite providing responsive, solution-oriented service
The transition was seamless, enabling the council to replace outdated systems without major disruption.
“What’s been most refreshing is the level of support. We now feel genuinely supported and confident in resolving issues quickly - something we just didn’t have before.”
The impact
Shropshire Council now enjoys responsive, informed, and action-oriented support from the Access PaySuite team. Queries are handled quickly and effectively, providing reassurance and continuity. Compared to the previous supplier’s limited engagement, this has made a significant difference in the council’s confidence and day-to-day operations.
Since adopting Access PaySuite, Shropshire Council has achieved measurable improvements:
- £320,000+ in cost savings, without sacrificing functionality
- 900+ hours of manual effort eliminated through automation
- 30% projected reduction in transaction fees with Open Banking
- Faster, more accurate reconciliations, improving reporting and reducing errors
- Simplified payment processes across council services including leisure, culture, and registrars
- Increased staff productivity, with more time for strategic financial planning
- Significantly improved customer support, leading to higher confidence and faster issue resolution
The council is now better equipped to support residents and adapt to new innovations in payment technology.
“Since moving to Access PaySuite, we’ve not only reduced costs significantly but also removed time-consuming manual processes, freeing up our staff to focus on core activities. The difference in efficiency has been clear from the start.”
For Shropshire Council, the move to Access PaySuite has enabled a shift from outdated, manual processes to a modern, digital-first payment environment. With key wins in automation, cost savings, and customer experience, the council is now positioned to take advantage of new innovations, such as Open Banking, data analytics, and next-generation AI, as part of its evolving income management strategy.
Access PaySuite is more than a payment provider; it’s a strategic partner for Shropshire Council’s future.
Get in touch to discover how Access PaySuite can help your organisation.