Revenues & Benefits

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:

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

It's why one of the biggest councils in England use IEG4's online eChanges form - Leeds City Council.

The following features ensure a great user experience and 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:

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:

Capturing the information and automating Direct Debits is relatively simple, which is why we're able to automate 100% of them.
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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.
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The following features ensure a great user experience and automation:

In 2013, the Social Fund was devolved from the DWP down to local authorities.
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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.
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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.
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The following features ensure a great user experience and automation:

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.
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With our online forms for business rates we enable you to digitise your business rates service requests and remove paper-based inefficiency.
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The following features ensure you can transform your business rates services: