Bringing transparency and compliance to Income Management

Carmarthenshire recognised that its income and charging processes had developed over time, often relying on individual knowledge rather than documented, shared processes. With case law setting clear expectations that fees must reflect actual cost and be kept under review, the council wanted a more consistent, evidence-based approach. Using Engage Process, the team mapped income and charging processes end-to-end, focusing on how work actually happens. A few things stood out from the project:

• Keeping process maps simple and broken into sub-processes made them easier for stakeholders to use

• Bringing services in early built ownership and better data quality

• Focusing on the typical case gave a more realistic, defensible basis for cost recovery

The result: a clear, auditable record of how fees are calculated and applied, giving Carmarthenshire a documented business case for every charging decision and confidence in its statutory compliance.

Download the case study to learn more.