IEG4 will be working with the council to provide end to end automation for one of the most time consuming and complex transactions, 'change in circumstance'. Customers will be offered a personalised experience that ensures the journey is as seamless as possible that integrates directly to the Academy back-office system to minimise manual intervention.
Hackney Council will also be deploying IEG4’s ‘self-employed’ module that again will reduce complexity and free up staff time as customers are guided through the process step by step.
“As well as IEG4’s tremendous track record of successfully delivering digital solutions to some of the largest councils across the UK like Birmingham CC and Leeds CC, we were really impressed with the way our Benefits team could amend and change guidance notes, help text and other aspects of the form quickly and dynamically. In the past we had to submit a change control, wait for costs and then work through a drawn out go-live process. With IEG4, this can be done within minutes and at zero cost” – Jennifer Wynter, head of benefits.
Currently the average time to process a Change in Circumstance is around 30 minutes. With over 50,000 changes coming directly from citizens about housing benefit and council tax reduction, Hackney Council aim to bring this down to around five minutes. By ensuring staff have everything they need to process the change, including any supporting evidence, they are aiming to bring this closer to five minutes over the next 12 months. To a council the size of Hackney, this would free up staff time and eliminate costs requesting further information equating to around £500,000.
“Working with IEG4 is an exciting proposition and complements our wider Digital programme at Hackney. We are a council that likes to be at the forefront of exploring how customer journeys are mapped and delivered against ‘real-life’ use cases. We are confident that working with the experienced team at IEG4 will help us deliver our business goals as well as minimise the time and costs associated with trying to develop this kind of functionality in-house. Moving forwards we have a number of key transactions we will be considering in a similar way, so this is only the start” – Matthew Cain, head of digital
“Working alongside a team at Hackney Council that are really embracing the transformation agenda and delivering exemplar applications has been an excellent experience and one that we see developing over the coming months. IEG4 have made significant gains in the market recently and working with Hackney really endorses where we are on our own journey as we evolve and refine our digital offerings across Local Government and Health” – Paul Tomlinson, managing director, IEG4.
If you would like to learn more about how IEG4’s digital platform can help you on your digital transformation journey, we are holding a series of webinars and events. More details can be found at www.ieg4.com
