Mandy Watson of Imperial Civil Enforcement Solutions says the process of procurement will determine the practicalities of delivering service efficiencies and savings

Technology-led innovation is already very much today's reality as authorities rise to the challenges presented by the austerity programme. One only has to look at the inroads authorities are making into new channel strategies as digital technologies drive consumer preferences and service improvement at the point of delivery, while also saving costs. Until recently, however, the procurement of outsourced services in some specialist areas has often been viewed from a manpower rather than a technology-led perspective. Thankfully, more and more authorities are now acknowledging that the procurement process itself must reflect this inexorable culture shift.

With technology comes flexibility, responsiveness and a progressive mindset which are all key factors in delivering sustainable service improvements and efficiencies. In the specialist area of civil enforcement, this shift of emphasis in both the procurement and delivery of services reflects the dramatic improvements that have been made in enforcement provision in many areas of mainland Europe.

On the Continent, it has become increasingly common for enforcement activities to be led by advances in digital IT technologies in both the processing and payment of enforcement penalties, as well as new mobile and automated equipment to identify and record contraventions as they arise. As many forward-thinking authorities here in the UK will testify, the efficiencies that have been made as a result of this switch have been dramatic. But, just as important, the new culture is far more future-proof as it leads to much more dynamic, consistent and responsive enforcement fostered by the concept of continuous service improvement.

Here in the UK, one only has to look at the way proven software systems have transformed the former paper-based enforcement back-office and have continued to evolve in line with developments in CCTV, ANPR and GPS technologies. Such systems have now been further developed to provide dedicated verification and review platforms in support of new approved CCTV enforcement solutions inspired by TMA 2004 - not to mention the corresponding developments in new cashless payment systems and new handheld technologies.

At first glance, a catch-all ITT may seem an attractive proposition in terms of single point of accountability for any multi-disciplined outsource solution. However, the move towards technology-led efficiencies on the Continent - and increasingly so within our own major cities here in the UK - suggests a rather different set of priorities are now in evidence. Here assigned responsibility for efficiencies derived from technological advances is very much the driving force as it will shape and influence all other day-to-day enforcement activities. This, in itself, creates clear and unequivocal accountability - without interfering with other in-house or outsourced services - and helps to ensure an enforcement operation is always able to capitalise on opportunities for further efficiency improvements in the future.

Equally, full financial accountability and significant cost savings can be enjoyed with IT-led managed services as it is in the interest of any responsible IT service provider to ensure its systems are always up to date for optimum operational efficiency at all times. Put simply, such continuous service innovation and development help to maximise efficiencies in all areas and at all times, yet the cost of any software updates or system developments are borne by the service provider not by its customers. The same cannot be said where the IT resource and capability is at an arm's length through a third party where improvements are typically client driven which then incurs inevitable site-specific development costs and margins.

What we consider to be efficient today will look inconsequential in the very near future, as the relentless pace of change gathers momentum. However, by embracing technological innovation from the outset (i.e. at the point of procurement), local authorities of all shapes and sizes can reap the very real benefits of sustained service improvement and reduced costs (perhaps with partner authorities) without costly upfront investment.

For those who defer such decisions, the gap will just get wider as the months go by and, further down the line, the leap of faith into the new technological world will be even more daunting, far more risky and far more costly.