Driving innovation and channel shift

Our vast experience of Revenues and Benefits means that we now provide a complete digital platform for your operations.

Deliver channel shift quicker and smarter

You have the ability to customise the content of all our online services. This means you get the content you want faster.

Unparalleled automation levels

With integration to Northgate, Capita, Civica and every EDMS, IEG4 customers get the highest levels of automation which results in the greatest efficiency savings.

Unrivalled User Experience = Better take up

Our online services were designed with user need in mind. Rather than a manifestation of back office process, they are intuitive to use and work on all devices.

Designed to prevent fraud and error

Instant smart validation with both RBV and CallValidate massively reduces unnecessary admin time on each claim and change in circumstances submission.

Areas where we can help

Benefit Claims

Simple to complete | massive automation

In the councils using our eClaim, digital take up is, on average, greater than 95%. This means more automation, reduced admin costs and improved customer experience. We think this is because of the fact that:

It works well on any device

Localised content is added and updated by non-technical users

It caters for Housing Benefit, Local Council Tax Support and Discounts

It supports all Universal Credit exempt cases and collection of the appropriate info

It requests evidence dynamic to circumstances which can be uploaded online before/after submission

It has a built-in self-employed calculator function which works out exactly how much income will be treated as income for benefit purposes

It has a fast track function enabling customers to be incentivised to provide all evidence you need to administer their claim the day you receive it

Benefit Changes

Real-time personalisation

Managing changes in circumstances is a complex area. IEG4's eChanges form makes it simple for benefit claimants.

It's why the two biggest councils in England use IEG4's online eChanges form - Birmingham and Leeds City Councils.

The following features ensure a great user experience and automation:

It works well on any device

Localised content is added and updated by non-technical users

It authenticates a customer in real-time as a part of the process. No need for  paper/email-based processes

It personalises the questions asked based upon the data already held in the back office system. This means that only questions which could be relevant are asked

It requests evidence dynamic to circumstances which can be uploaded online before/after submission

It has a built-in self-employed calculator function which works out exactly how much income will be treated as income for benefit purposes

It has a fast track function enabling customers to be incentivised to provide all evidence you need to administer their claim the day you receive it

It updates your back office benefit system and EDMS system in real-time when the person submits their form

Council Tax Moves

Complete | Automation

IEG4's moves form enables someone to provide details of their move. What it does differently is that it captures details of any discounts/exemptions/disabled band relief/ebilling/direct debit in that one process too. It also allows the customer to choose to notify other departments too.

In 2018, taking advantage of previous experience of robotic process automation, IEG4 took a leap forward beyond RPA and created its Revenues Process Orchestration engine. A completely novel function within our OpenProcess EDMS that is capable of monitoring and automating >90% of moves without human intervention. This solution is typical of what set us apart. It:

Works well on any device

Can have its content is added and updated by non-technical users

Authenticates a customer in real-time as a part of the process where they're moving out of /within the council

Personalises the content within the form ensuring that if someone is now disregarded / exempt the citizen can select them rather than typing their details

Captures and then automates move/discount/exemption/DBR/Direct Debit data provided on the form

Automates an update to the notepad for EVERY account affected, highlighting what has been done to provide a complete audit as if it were done by a fully trained officer

Even prevents voids by searching and making liable responsible parties where a tenant has said they don't know the owner

Updates your back office benefit system and EDMS system in real-time when the person submits their form

Council Tax Discounts/Exemptions

Two forms not twenty

Council Tax legislation means that there are a huge number of different circumstances for which a person can receive a discount or exemption from paying council tax. Historically this meant 20+ PDFs on council websites.

It's exactly the type of challenge we love. With our new fully integrated SPD and Discount/Exemption forms, that replace those twenty PDFs and cater for even the most complex/obscure scenarios.

The following features ensure a great user experience and automation:

It works well on any device

Localised content is added and updated by non-technical users

Both forms authenticate a customer in real-time as a part of the process. No need for paper/email-based processes

It personalises the content within the form ensuring that if someone is now disregarded / exempt the citizen can select that person rather than typing their details

It requests evidence dynamic to circumstances which can be uploaded online before/after submission

It automates an update to the notepad for EVERY account affected, highlighting what has been done to provide a complete audit as if it were done by a fully trained officer

It updates your back office benefit system and EDMS system in real-time when the person submits their form

Council Tax Direct Debit

100% automation | work prevention

Capturing the information and automating Direct Debits is relatively simple, which is why we're able to automate 100% of them.

But we went further to remove the possibility of rework/correspondence with customers following the update.

We recognise that some customers attempt to bypass the recovery process by constantly setting up Direct Debits on their account, but then don't pay them when they're due. Other customers' accounts are already being managed by a bailiff and so it would not be appropriate to set up a Direct Debit. In these circumstances we use built-in intelligence to inform the customer in real-time that their Direct Debit will not be set up and, advise what to do, depending upon the circumstance to which it relates.

This intelligent behaviour prevents manual work to remove Direct Debits etc.

The following features ensure a great user experience and automation:

It works well on any device

Localised content is added and updated by non-technical users

It authenticates a customer in real- time as a part of the process. No need for  paper/email-based processes

It validates the bank account information in real-time using a premium real-time check

It automates an update to the notepad highlighting what has been done to provide a complete audit as if it were done by a fully trained officer

It updates your back office benefit system and EDMS system in real-time when the person submits their form

DHP and Local Welfare

Rules-based efficiency

In 2013, the Social Fund was devolved from the DWP down to local authorities.

As a result, IEG4 built an end-to-end solution comprising of an intelligent set of online forms bi-directionally integrated into a new and modern case management system.

The unique aspect of the solution was that even back in 2013, it was able to completely automate decisions on complex welfare applications using a simple to administer rules engine. This solution's design led to IEG4 being selected by Microsoft as a finalist in the global partner of the year award category.

The following features ensure a great user experience and automation:

It works well on any device

Localised content is added and updated by non-technical users including the types of scenarios your scheme supports and what would be awarded in each scenario if a person is successful

Online forms for Local Welfare Assistance, DHP and Scottish Welfare fund

The rules engine enables automated rejections, referrals and approvals based upon content with the form in isolation, previous application outcomes or as an accumulation of score weightings

It requests evidence dynamic to circumstances which can be uploaded online before/after submission and you control the evidence requirements for each thing applied for

Built-in case management enables users to view previous decisions/documents provided as well as record decisions/payment information/appeals etc

Built-in template functionality enables automated correspondence with claimants and contractors via email, SMS and letters

Full and visual reporting enables users to see detailed breakdowns of claims, decisions, payments and performance. All of which is able to be filtered and exported to CSV

Business Rates

Efficiency and Optimisation

Following the business rates retention announcement in October 2015, it is going to be more important than ever that councils optimise the billing and recovery processes for business rates.

With our online forms for business rates we enable you to digitise your business rates service requests and remove paper-based inefficiency.

The following features ensure you can transform your business rates services:

They work well on any device

Localised content is added and updated by non-technical users

Online forms for Moves, Reliefs, Direct Debit, Payment Arrangements, Evidence Upload

The Business Rates Moves form enables users to report their move, apply for relief and set up a direct debit in one seamless user journey

The Business Rates Relief application allows users to apply for all different relief types

Full and visual reporting enables users to see detailed breakdowns of forms received. All of which is able to be filtered and exported to CSV

Unrivalled Functionality

Our Revenues and Benefits products are incredibly rich in functionality and designed to make digital the channel of choice for your customers whilst simultaneously delivering huge automation.

Real-time authentication of customers

Personalisation of form content / self service FAQs based upon real-time back office data

Capture move, discounts, DBR, Direct Debit, eBilling sign up and notify multiple departments in a single form

Built-in self-employed and fast track functionality in eClaim and eChanges forms

Intelligent behaviour to prevent unnecessary work such as Direct Debits where the account is with a Bailiff

All forms are mobile-responsive and can be tracked online in OneVu

IEG4 OneVu Benefits

Channel shift delivered; complexity conquered

>1,700,000

Revenues and benefit forms submitted on our secure Microsoft Azure hosted platform

93%

Automation level of council tax moves without human involvement

24

Number of separate API calls to automate a COA like a human

5

Number of systems integrated to at one council for eClaim

Total Integration

Seamless integration into document management, digital workflow, citizen accounts, address look-ups, bank account validation, risk based verification, ID verification services. IEG4 is experienced with APIs and Robotic Process Automation.

Automate Council Tax transactions with 90-100% automation levels

Benefits data can be pushed directly into Capita, Northgate and Civica back office systems

Evidence can be uploaded mid and post-form submission. All pushed in real-time to your EDMS or OpenProcess (IEG4's EDMS)

Which means RBV outcomes are as accurate as possible

You're in control

With all online forms and our self-service solution OneVu you control the content; no help from IT or IEG4 needed.

Built-in edit mode in all online forms

A user can update any guidance, question wording/help text using Microsoft Word text editor

Works with Grammarly plug-in for spelling/grammar checking

You can add translations of all text in any other languages

IEG4 Online Forms Content Management

See these solutions in action

Case Study

We plan to make this an exemplar solution that other councils across the UK can use as a best practice approach to automate complex transactions in revenues and benefits departments.

"We were impressed with IEG4's ability to empower councils to fine tune customer communications and directly integrate to our back-office system without third party tools,”

Sue Martin
Head of Revenues and Benefits
City of Wolverhampton Council

Insights

March 12, 2020

Innovation

Businesses Matter (Business Rates/Commercial Waste/Licensing)

December 11, 2019

Inspiration

Data Driven Services - Data Driven Places

November 13, 2019

Innovation

Increased Dignity Through Digital Processes