Tunbridge Wells’ parking manager Rosemarie Bennett said that when she heard positive reviews of Response Master from her colleagues in neighbouring authorities she requested a demonstration.
Having been impressed by the letters the system generated, the council subscribed to Response Master in mid-December 2013.
“Response Master generates consistently correct decisions and letters based on the council’s stored policy settings, in a very professional, succinct and plain-English style that this council likes,” said Bennett. “It has helped us improve customer response times in just one month, with minimal training needed.”
Because the process of generating a response has been made more efficient, the software is credited with freeing up back office staff time. “It offers a very effective and efficient method of working and has allowed us to also deploy these staff in other areas of parking services, giving us greater resilience,” said Bennett.