Tag Archives for: Barbour Logic

50%  Capital gain for Barbour Logic

January 12, 2018


50%  Capital gain for Barbour Logic




The London Borough of Lambeth is the latest authority in the capital to take advantage of the quality and consistency provided by Barbour Logic’s intelligent correspondence technologies. The company is now working with more than half of the local authorities in London.



“This marks a significant milestone for Barbour Logic,” says Managing Director, Fiona Deans. “Efficiently delivering excellent customer service is vital for all local authorities, especially where the sheer volume of enforcement correspondence can create serious issues and administrative bottlenecks. Seventeen London councils are now using our solutions to improve the effectiveness of their back-office operations. This represents a real endorsement for our automated correspondence and self-serve solutions.”


Barbour Logic’s Response Master is now being used by The London Borough of Lambeth to create reply letters for drivers who have contacted the authority about Penalty Charge Notices they have received. The award-winning system uses advanced decision-making intelligence to create consistently accurate letters efficiently and easily. Benefitting from plain-English Clarity accreditation, the system takes full account of PCN regulations, specific council policies and the wide range of questions and explanations raised by motorists.


No fewer than 10 of Barbour Logic’s 17 customers in the capital are now using its Self- Serve solution. The London Boroughs of Havering and Lewisham are the latest to adopt this intelligent and interactive self-serve platform. The system is easily customised to meet the specific needs of a local authority and enables motorists to obtain accurate online answers to their PCN queries. Significantly, it not only provides an immediate response 24/7, but also reduces the volume of correspondence and minimises repeat interactions by clarifying the evidence required for specific challenges.


Jason Barbour, the founder and Product Director of Barbour Logic says the success and popularity of Response Master and Self-Serve demonstrate the value of progressive and


intelligence-led solutions for delivering service and productivity improvements. “In just ten years, we’ve helped authorities all over the country to transform the efficiency of their back- office operations. As the pioneer in the field of intelligent correspondence, it is very gratifying to know that we are making such a difference for so many of the local authorities in the country’s largest and most densely populated metropolitan area.”

Darren Cool – 07792308722 – www.dcoolimages.com


Photo caption:

Jason Barbour, founder and Product Director of Barbour Logic, with the company’s Managing Director, Fiona Deans


For more information visit www.barbourlogic.co.uk, call 020 7736 8616 or send an email to info@barbourlogic.co.uk.

Barbour Logic – City of Bradford MDC applauds impact of Response Master and RM Self-Serve –

June 26, 2017

“Fewer queries, fewer appeals and much more time to make a real difference”

– City of Bradford MDC applauds impact of Response Master and RM Self-Serve –



“The results have, quite simply, been outstanding.” According to Michaela Hall, The City of Bradford’s Assistant Parking Coordinator, Barbour Logic’s automated correspondence and self-serve solutions have transformed the efficiency of the Council’s parking operations. “Response Master and RM Self-Serve have not only helped to overcome continuous administrative and operational fire-fighting, but also saved us a huge amount of time.”


“We have seen a significant and sustained improvement in back office efficiencies and are saving around 300 hours a month,” continues Hall. “What’s more, the introduction of an interactive 24/7 self-serve platform has helped to drive up customer service levels and the time spent answering phone calls from frustrated customers has fallen by nearly 40%. Many motorists who visit our website to challenge their PCN choose not to, after getting advice from Self-Serve. Now running in tandem, the two systems have truly transformed our operation.”


The City of Bradford Metropolitan District Council introduced Response Master in 2015 to provide greater consistency and accuracy when replying to letters from drivers about Penalty Charge Notices (PCNs). Initial reticence among the 11-strong Parking Services back office team was replaced with enthusiasm as the simplicity and effectiveness of the new approach quickly became apparent. The system’s success has now prompted the authority to renew the Response Master contract and sign a new contract for RM Self-Serve.


“We’ve developed a performance management programme to maximise efficiencies within the Council’s parking operation,” says Anne Saville one of the Council’s Parking Services Officers.


“It’s not just about speed, though. This programme audits 10% of everything we produce and has shown very clearly just how much impact Response Master has had. Letters generated by Response Master are written in plain English without any jargon and are very easy to


understand. This has led to a huge drop in avoidable repeat contact from motorists. And, because Response Master is configured to reflect all of our policies, a consistent approach is assured in all cases.


“The introduction of a dedicated self serve platform alongside this automated approach for writing letters has improved things even more. Our central contact centre now refers motorists to the easy to use online platform. Simplifying access to relevant information in this way has improved the customer journey significantly.”


The City of Bradford MDC has a team of 85 Civil Enforcement Officers based within the city and in neighbouring towns and local areas. The authority issues well over 100,000 PCNs a year covering parking, environmental and bus lane contraventions.


Michaela Hall acknowledges the cultural change within her operation following the introduction of Barbour Logic’s award-winning solutions, and says there are still more benefits to come.


“The extra time that has been freed up – around 300 hours a month – has been put to very good use,” she adds. “Everyone in the team now has the scope to undertake special projects to further improve compliance levels and develop different aspects of our service. So far, the range of projects has covered everything from the management of car parks and the issue of waiver permits to the development of a more user-friendly and informative website. This has improved motivation and career fulfillment for everyone in the team, while also helping us to push forward with exciting new service initiatives.


“As Response Master also overcomes the dependency on input from more experienced members of the team, we are less vulnerable to performance shortfalls during staff holidays and sickness. And recruitment is a much easier undertaking as anyone can hit the ground running with minimal training and supervision – in stark contrast to 3-6 months of training and hand-holding required in years gone by.”




Pictured @City Square Bradford West Yorkshire , Are The Council Parking Services team Anne Saville & Michaela Hall, with Barour Logic,

Managing Director of Barbour Logic, Fiona Deans, with Michaela Hall (Assistant Parking Services Coordinator), and Anne Saville (Parking Services Officer) of the City of Bradford MDC’s Parking Services team.


For more information visit www.barbourlogic.co.uk, call 020 7736 8616 or send an email to info@barbourlogic.co.uk.


Barbour Logic celebrates tenth anniversary at Parkex 2017

February 13, 2017

Barbour Logic celebrates tenth anniversary at Parkex   2017



Barbour Logic

Stand No P143 Parkex 2017

The NEC, Birmingham 4-6 April 2017


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 operational efficiencies.”


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 levels.





Editorial enquiries –

Ron Dyson 01935 83622;  mob: 07477 174674;





For more information visit www.barbourlogic.co.uk

To contact Barbour Logic send an email to info@barbourlogic.co.uk or call 020 7736  8616