Ten key discussions in the debate around modernising public sector collections

This discussion paper sets out ten challenges for how public sector recoveries and collections could evolve, to better support people in financial difficulty and improve outcomes for taxpayers. It is intended to spark constructive engagement across central and local government, regulators, advice bodies and the wider collections sector on what good practice should look like in modern, public sector debt recovery.

Read more on how public sector collections could evolve to better support people in financial difficulty

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CSA Man White

A word from the author
Daniel Spenceley Staff Photo

Daniel Spenceley

Head of Policy
“Public sector collection practices have made progress in recent years - and the new Debt Management Strategy is extremely welcome - but the pace of change is uneven. We recognise the challenges that face government, both central and local, when there are gaps in funding and pressure on services. However, the standards seen in the best of private sector collections demonstrate that better practices and healthy recovery rates can go hand-in-hand.
"Making sure that departments, local authorities and their representatives are equipped with the right information to tailor collections activity to the circumstances of the customer and ensuring that consumers are not needlessly inhibited in how they are able to engage with their debt could go a long way to enhancing consumer engagement and delivering better customer journeys, while also driving up recovery rates.”