It is now ten years since Barbour Logic introduced its ground-breaking correspondence
technology to help local authorities reduce risk, ensure consistency and improve efficiencies
in answering queries from motorists who have received a Penalty Charge Notice. The
company is marking the milestone with special celebrations on its stand at this year’s Parkex.
It will be highlighting the very latest developments with its Response Master system as well
as RM Self-Serve the company’s interactive on line guidance for motorists with PCN queries.
Response Master has created well over 2 million letters to drivers over the past decade, with
every letter reflecting specific Council policies as well as all regulations governing PCN
processing and progression. Today, more than 1 in every 5 responses from local authorities
to challenges from motorists are generated and sent by the system. The clear, accurate and
concise wording of Response Master is helping to secure prompter resolutions and payments
without the risk of avoidable administrative delays and inconsistencies.
Since its launch just two years ago, the RM Self-Serve solution has also proved to be an
invaluable demand management tool for an increasing number of local authorities. The
interactive platform enables a motorist to engage quickly and conveniently with an authority
by simply using their computer, tablet or smartphone. And, as the company lines up for
Parkex, around 0.25million motorists have already used the platform to secure immediate
answers to their queries – with the system providing a user-specific response every two and
a half minutes.
“Our various awards for innovation show how we have led the way in correspondence and
response software over the past decade,” says Fiona Deans, Barbour Logic’s Managing
Director. “Today, Response Master is enabling local authorities of all sizes and all over the
country to transform the way they respond to representations and queries from motorists. Significantly, it’s eliminating the problems and frustrations that can arise so easily in such a
highly regulated, complex and emotive service area.
“Our first customer – Spelthorne Borough Council – continues to reap the benefits of
Response Master and the system is now used by many large metropolitan authorities as well
as nearly half of the capital’s borough councils. But we’re not resting on our laurels and will
continue to champion the use of intelligent technology to improve service standards and
Barbour Logic will be showing visitors to its stand at Parkex the steps it has taken to provide
an intuitive, reliable and automated solution for creating correspondence. In particular, it will
highlight how the system uses insight, intelligence and over 900 ‘policy’ and ‘reason’ prompts
rather than a blend of ‘mix and match’ standard paragraphs. The versatility of this unique
approach helps to ensure all correspondence is accurate and consistent at all times and
takes full account of user feedback and evolving Council policies. The efficiency gains are
immediate and, because of its proven reliability, Response Master has been used very
effectively to overcome backlogs as well as drive up response times and customer service