3 minute read

Local authorities face growing pressure to deliver faster, more secure, and compliant council communications without excluding residents who still depend on paper. Rising postage costs, GDPR risks, service delays, and reputational challenges make traditional approaches unsustainable. Aceni Mail provides a hybrid mail solution that combines print and digital delivery, enabling councils to cut costs, improve efficiency, and maintain compliance while reaching every resident.

The result? Faster, cheaper, and compliant council communications that reach every resident.

This article explores the key challenges councils face, from cost control and GDPR compliance to integration, resident trust, and upcoming devolution changes, and outlines how Aceni Mail helps overcome each. By consolidating communications, reducing risk, and supporting future-ready strategies, councils can deliver smarter, more inclusive services that build public confidence and resilience.

Key challenges for councils

1. Cost reduction and efficiency

Rising postage and printing costs are a major concern. When costs are tracked separately, inefficiencies often go unnoticed. Aceni Mail centralises the full mail process to give managers visibility, control, and measurable savings.

Key savings include:

• Postage: Digital messages bypass rising postal rates (£0.66 per letter).
• Printing: Reduced paper, ink, and maintenance costs.
• Staff hours: Automation replaces manual sorting, envelope prep, and repetitive tasks.

For example, a council sending 50,000 mail pieces monthly could save £30,000+ on postage alone while reclaiming hundreds of staff hours. Hybrid mail provides real ROI and sustainable savings. Discover client success stories in Aceni Mail case studies.

2. GDPR and public sector compliance

Paper-based printed mail introduces GDPR risks through misfiled documents, lost letters, or manual tracking errors. Aceni Mail eliminates these risks:

• Encrypted digital communications.
• Automatic tracking of delivery and opening status.
• Full audit chains tied to individual mailings.
• ISO 27001 and DPA 2018 compliance.

By reducing human error, councils protect compliance and strengthen public trust. Read more about GDPR guidance in the public sector in the ICO’s official resource.

3. Timely communication

Traditional mail delays critical actions. For instance, letters sent on Monday may not arrive until Thursday or Friday, which causes delays to tax payments or benefit claims.

Aceni Mail ensures:

• Digital messages are sent instantly.
• Same-day dispatch for print when required.
• Email and SMS notifications prompting residents to view e-notices.

More efficient communications help councils reduce bottlenecks and ensure critical documents reach residents within hours. For councils, this eliminates the risk of delays that cause complaints and fines.

4. Managing resident complaints and trust

Late or lost mail creates administrative costs and reputational strain. Each delayed or missing communication triggers follow-up actions, investigations, extra staff hours, and repeated processes to correct errors.

This not only increases overheads but also impacts employee satisfaction and compliance. Over time, these inefficiencies compound, and residents file complaints, making it harder for managers to deliver services effectively. Local authorities require trustworthy solutions with trackable communications to reduce complaints and protect public reputation.

Aceni Mail reduces friction by:

• Confirming successful deliveries via audit logs.
• Flagging issues before they escalate.
• Allowing councils to respond to enquiries with accurate, up-to-date information.

5. Seamless integration

Large-scale mail transformation can feel overwhelming, especially with legacy systems, tight budgets, and regulatory requirements.

With the right strategy and partners, transformation becomes manageable, unlocking efficiency, compliance, and measurable value.

Aceni Mail integrates with systems like Capita, Civica, and Northgate, offering:

• No need for upfront infrastructure investment.
• Data flows seamlessly from legacy systems.
• Full setup in as little as 10 working days.

This enables councils to access hybrid mail quickly and without disruption.

6. Preparing for devolution changes

As devolution reshapes local governance, it creates combined regions or unitary authorities. Councils need agile systems that scale across multiple authorities.

Aceni Mail supports this by:

• Scaling across authorities while maintaining consistent messaging.
• Adapting templates to new policy demands or merged systems.
• Ensuring governance remains compliant amid structural change.

This creates a future-proof communications backbone ready for initiatives like the Levelling Up agenda or the English Devolution Bill.

7. Addressing key legal and regulatory concerns

A key question when handling sensitive communication is how Aceni Mail meets GDPR standards.

In short, it embeds data protection at every step:

• Data is encrypted in transit and secure storage.
• Steps in the process are time-stamped to provide a full audit trail.
• Residents can select their preferred delivery method.
• Seamless print-and-post workflow for residents who need paper copies.
• Everything is tracked in one system, with no duplicate processes.

8. Embracing a future-ready communication strategy

Moving to Aceni Mail is more than cost-saving; it’s a strategic benefit. Councils can:

• Cut costs and reclaim staff time.
• Stay ahead of regulatory requirements.
• Improve resident satisfaction.
• Communicate effectively regardless of governance changes.

Ready to make council communications smarter?

Transform your Revenues and Benefits communications. Request a demo today to see how Aceni Mail improves efficiency, compliance, and resident engagement.