London Borough of Waltham Forest

London Borough of Waltham Forest

Citizen’s Card Scheme

The Challenge

The Council had been managing cash collection using a series of books at 9 cash offices. Individual residents might have more than one book, i.e., if they rented both a house and a garage. Citizens would often bring in the wrong book to make a payment, meaning that the Council had to turn them away. In addition, cash could only be collected in one location, making the system inflexible for residents. ​ The objective was to create a single Cash Collection card, which would streamline administration, reduce costs and improve the customer experience. The Council also wanted to introduce a Staff ID and Access card to ensure building security.

Our Approach

Consultancy & Implementation ​ Consulting Smart was engaged to design and deploy the scheme, as well as to identify key vendors. A detailed requirements capture exercise was completed and then a series of process reengineering workshops conducted. Supplier meetings were arranged to select the best options and discounts were negotiated to ensure that the project would be delivered within budget. ​ We recommended partnering with PayPoint, that provided a network of local locations equipped with terminals capable of accepting payments. This network included a range of outlets such as newsagents. This approach allowed citizens to make payments at a large number of local locations, some of which were open 7 days a week for long hours.

The Result

The OneCard was delivered to budget and on time. Additional benefits were identified which enable full return on investment inside 30 months, as opposed to the predicted 3 years. The card was well received by the citizens who put the council under pressure to quickly add more services. This was the first council payment scheme that was incorporated into an open network such as PayPoint. The Council reduced the number of cash offices to two, and planned for a single cash office. ​ The Staff ID and Access scheme was implemented smoothly, which improved security, eincreased efficiency and reduced costs.


I worked closely with Steve, Consulting Smart’s Multi-Application Smartcard Specialist, on our Smartcard project, his in depth knowledge of the subject area, attention to detail and people skills made sure the project was delivered to quality, time and budgetMax CarterMax Carter - Head of IT Programmes at London Borough of Waltham Forest

Smartran has used Consulting Smart Ltd as resource on a number of multi-application smart card scheme assignments in both the public and private sectors.

We have always found their experience and knowledge of the complex subject of multi-application schemes invaluable on our projects and our clients echo this view. In particular, Steve Beecroft whose knowledge base covers other emerging technologies including Near Field Communications has become a key member of our Team and regularly works on scheme projects and peer reviews.

We have no hesitation in recommending Consulting Smart Ltd for the development and implementation of a multi-application multi-vendor smart card scheme.

Kevin FarquharsonKevin Farquharson, Managing Director, Smartran Ltd