Digital, Enforcement and a Fracturing Social Contract?
In this discussion Sarah Naylor discusses how the enforcement sector has evolved over the past decade, with a particular focus on local government debt. Sarah describes the shift towards earlier engagement, digital communications and customer-focused resolution, alongside the growing importance of vulnerability and independent oversight. The discussion also explores the limits of digital engagement, the continuing value of face-to-face interaction, the effects of social-media misinformation, changing attitudes towards public debt and growing pressures on enforcement employees. It examines the emergence of first-time debtors and the need to move from a narrow enforcement model towards one based on understanding individual circumstances and identifying workable solutions. A final theme is data: enforcement providers frequently begin with limited information, while fragmented data across local authorities can make collections less efficient and require customers to disclose sensitive vulnerability information repeatedly. The discussion identifies improved data sharing, combined with human judgement, as an important opportunity for improving both outcomes and customer experience. More insights and videos at https://www.ro-ar.com
