How The Hills Shire Council Turned Rates Into Predictable Revenue
Most councils get 4 to 10% of ratepayers onto a recurring payment plan. See how The Hills Shire Council hit a quarter of its ratepayer base in eight months, and what Robert Hay, Principal Coordinator Rates, would tell any council starting the same journey.
What you will learn
One payment method on the front of the notice was the biggest driver of adoption.
Moving Payble to the front of the rate notice, on its own, was the most impactful change of the rollout.
Six channels, one destination.
Letters, a flyer, the website, Facebook, drop-in sessions and a published copy of the notice all pointed to the same page.
The five-star ratings were never the useful part.
Robert Hay reads the ratings below three stars every week. That's how one ratepayer's technical issue got fixed for everyone.
About the Speaker
Robert Hay is Principal Coordinator Rates at The Hills Shire Council, with nearly 40 years in local government, including roles at other Sydney metropolitan councils and involvement with the NSW Revenue Professionals.
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