Recognising the need for change, ECC adopted IEG4’s Blue Badge Case Management System (BBCMS) to manage applications from Department for Transport (DfT) submission to badge issue. They selected IEG4’s system following a competitive procurement process aimed at finding a system that was purpose-built for Blue Badge services and capable of transforming both customer and staff experience. The council was particularly drawn to the IEG4 system because it integrated seamlessly with the DfT form, automated badge ordering to save staff time and provided the detailed reporting they had previously lacked. The vision was clear: “faster cases, happier faces.” Watson-Levy championed a collaborative approach, involving frontline staff in designing the solution and evaluation process, stating “Do with, don’t do to… the people closest to the work know the answers”.
Since implementation applicants can now apply, upload evidence and make payments through a simple online portal, receiving automatic updates throughout. For Officers, configurable workflows, audit trails and intuitive dashboards have replaced manual tasks. Automated badge ordering saves around two and a half days of office time each week, while the new appeals workflow cuts 30-40 minutes per case. The reporting suite provides real-time insight, enabling ECC to forecast demand and plan resources effectively. “In the IEG4 system, I have access to the reporting suite… we can map trends and plan ahead,” said Watson-Levy.
