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BENEFITS

Citizen’s Account enables Citizens, Customer Services, Citizens Advice Bureaus and Social Landlords alike to securely view detailed Benefit information online 24 × 7, improving both channel choice and equality.

It delivers a balanced approach to self-service and call centre activity, enhancing telephone based contact, and solves the information access constraints Local Authorities face every day by migrating back office information to the front office.

Citizen’s Account’s online benefits administration helps:

ENHANCE CUSTOMER SERVICE:

• Empowering your call centre to see detailed benefits information results in enquires being resolved quicker and more efficiently at first point of contact and with less reliance on back office staff or systems.
• Extending access to agencies like the Citizens Advice Bureau and information to Social Landlords dramatically reduces the turn around times for information requests and provides your citizens / claimants with a seamless service.

DRIVE DOWN COSTS:

• Providing self-service access helps drive down traditional channel costs by reducing the overall number of telephone and face to face queries.

REDUCE CARBON FOOTPRINT:

• As more citizens migrate to your online and electronic channels, your organisation will enjoy a reduction in print, postage, labour and infrastructure costs reducing your carbon footprint and achieving an all over greener customer communications strategy.

business case

• Citizen’s Account is securely hosted, which financially de-risks the service by removing exposure to upfront capital expenditure, removing maintenance costs, and minimising impact on your IT infrastructure.
• Perhaps more importantly it helps break down the information access barriers of back office silos faced by Local Authorities today and integrates front and back office functions.