Not only are we able to improve our service but we are now compliant with IEG Priority Outcomes and can deliver Gershon efficiencies in the long term.
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Benefit Administration
The next wave of challenges
Unemployment in Britain reached 1.97 million at the end of 2008, the number of people claiming Job Seekers Allowance stands at 1.23 million and the level of redundancies has not been higher since comparable records began in 1995.
What does this mean for me?
A significant increase in the number of enquiries and claims for housing and council tax benefit means a huge increase in workload for Local Authorities. Tandridge District Council alone has seen a 23% increase in new claims, according to Julie Holden, Head of Revenues and Benefits. Add this to the already recognised difficulties associated with collecting revenue and you have a significant growth in workload across the whole of your Revenues and Benefits department, including Customer Services.
Fast, simple solution from Gandlake
To minimise the impact on Revenues and Benefits Departments, Gandlake provides a web channel enabling citizens to view Benefits information online. This web channel is available to Revenues and Benefits staff,Customer Service teams and citizens making communication much more efficient, providing the citizen with a greatly enhanced service.
e-Forms
With Gandlake each citizen gets access online to a range of intelligent e-forms, including new claim completion, reporting a change in circumstances and applying for discounts and exemptions. Each e-form minimises the data required to be entered by the citizen and then populates back office applications and CRM systems. This cleverly turns a standard e-form into a transaction, not only reducing the intervention required but also the time taken to process the information, making the service much easier and quicker for the citizen. It also means many decisions are made straight away.
Gandlake can massively reduce the cost of each transaction (a recent DWP report stated the cost of processing a new claim is estimated to be around £33) by eliminating the majority of data entry required by council staff. It also increases the accuracy of a claim by leading the citizen through the application and ensuring all relevant sections are completed. It then completes the transaction by seamlessly sending the information to the back office. At the end of the application the citizen is provided with a list of the evidence they need to provide.
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