Direct Debit

In order to fully automate Direct Debits without exception, you need to know that the customer is providing valid information and, importantly, whether their circumstances mean that you want to allow them to set up a Direct Debit. 

For example, you may not want a customer whose account has already been passed to the bailiff/enforcement team to be able to set up a Direct Debit. With real-time integration to the back-office, IEG4's Revenues Process Orchestration will not only detect this, but will enable you to provide personalised warning messages to the customer based upon a recovery stage for them.

RPO will also check whether there is a history of bounced Direct Debits or where the recovery team have overridden the normal rules in order to allow a Direct Debit to be set up. Of course, the service can check the validity of their bank details, when the citizen submits the form with the back-office being updated throughout.

Single Person Discount

Enabling citizens to apply for, or end their, Single Person Discount online ensures that you can meet the digital demands of those applying and maximise the likelihood of getting the information from customers wanting to tell you about someone moving in.

Indeed, with Single Person Discount fraud believed to be highly prevalent, it's all the more important to have an online service to point customers to when there has been a change.
‍
Single Person Discounts can involve ending council tax accounts, transferring people,credits, and even changes in circumstances where Benefits are involved. This isall handled and automated with Revenues Process Orchestration.
‍

Features

Validates account number prior to submission

Checks that the account is open and that the surname/organisation name matches to the account

Real-time account and address look-up

Support for both applications and cancellations of Single Person Discounts

Caters for different application scenarios where a person has moved out/passed away/etc.

Supports local rules on how far back to automate, based upon backdating policies

Recognises the presence of Council Tax support and asks them, in line with GDPR, if a Benefit change in circumstances can also be carried out

Supports the ability to also set up a Direct Debit on the newly created account, if applicable

Updates the back-office Benefit claim where Council Tax support is in place (NB - Benefit APIs required for this function)

Updates the back-office Council Tax account in real-time including ending accounts/creating new ones, transferring any credit, moving the liable person to the new account, setting the discount, adding forwarding addresses, etc.

Updates the back-office Council Tax account in real-time with the customer's contact details

Updates your document management system in real-time

Benefits

Ensures data accuracy at the outset/human error around effective dates is removed

Council staff do not have to spend unnecessary time dealing with exceptions related to incorrect information e.g. account numbers

Better compliance with the law as a new account will always be created where a person has moved out/passed away, rather than the short cuts officers might take in simply removing the person that was previously liable

Billable revenue is increased by virtue of providing a simple means for customers to cancel their Single Person Discount quickly and easily

The council has an avenue through which to service people that have had a change in circumstances when doing a Single Person Discount review

Removes the time spent re-keying updates to the Council Tax account in the back-office

Removes the time spent re-keying updates to the Benefit claim in the back-office where Council Tax support is in place

Removes the time spent manually indexing/dealing with the update to the document management system

Ensures contact details are up to date for campaigns/eBilling/etc.

Maximises Direct Debit usage, as customers can set these up as a part of the Single Person Discount process, and therefore recovery levels

Audit of all updates is maintained for compliance

Discounts, Exemptions and DBR

Owing to the large number of Discounts, Exemptions and the different questions/supporting evidence needed, councils typically have many separate forms. However, with digital being about more than simply replicating paper, it is an opportunity to provide something better. i.e. A solution that asks a customer about their circumstances and, from that, guides them to the appropriate Discount/Exemption and the information they need to provide. 

RPO provides exactly that. Enabling citizens to provide details of who they are, the property in question and the means to apply for a reduction based on the person’s status, disability, or property. 

Supporting 27 different Discount/Exemption scenarios and Disabled Band Relief, it is a one-stop digital shop for customers seeking reductions..