The Challenge
Kent County Council, like many local authorities across the UK, faced significant challenges in managing its highways licensing process. With over 5,000 applications per year, the council relied on a combination of paper-based forms, emails and spreadsheets to track and process licenses. This fragmented system created several inefficiencies:
- Time-consuming manual processes slowed down application approvals.
- Disjointed record-keeping made it difficult for staff to track licenses and conduct inspections.
- Revenue loss due to inefficient collection and processing of licensing fees.
- Limited accessibility for residents and businesses, who struggled with outdated submission methods.
To modernise operations and improve cost recovery, Kent County Council sought a comprehensive digital solution to streamline applications, payments and approvals.
“Processing licences via email and post and inputting data onto spreadsheets was time-consuming and antiquated.”
Kent County Council Spokesperson
The Solution
Kent County Council implemented a cloud-based highways licensing system from Polaris Software. Designed to replace inefficient manual workflows, this has introduced:
- A digital customer portal for 24/7 online applications and renewals.
- Automated payment processing at the time of application submission.
- A centralised back-office system for council staff to manage and approve applications efficiently.
- A mobile application for inspectors to verify permits on-site using smartphones or tablets in the field.
- Integration with the DfT Street Manager system, ensuring seamless data transfer.
This cloud-based end-to-end permit and licensing solution offers a single solution to digitise the application, management and payment of a permit and licence application.
Impact and Results
- 32% Increase in cost recovery from highways licensing
- 38% Increase in renewal rates, ensuring consistent revenue flow
- Elimination of paper-based processing, reducing administrative workload
- Faster application approvals, benefiting both residents and businesses
Conclusion
Kent County Council’s successful implementation demonstrates the transformational power of digital solutions in local government. By streamlining licensing processes, automating payments and enhancing accessibility, Polaris Software is empowering councils across the UK to modernise operations, increase efficiency, and maximise revenue recovery.
“Since implementing we have been delighted with the results we have achieved so far. With all the information now in one system, managing and approving applications is easier than ever and has improved staff efficiency and revenues dramatically.”
Kent County Council Spokesperson
