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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 NEC Software Solutions, 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:
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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 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:
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
Housing Benefit Award Accuracy (HBAA)
Automated Full Case Reviews - Tackle fraud and error
Leveraging our Benefits eChanges form, IEG4 has designed a proven form that allows a citizen to review all of the detail currently held on their claim and proactively identify areas that have AND have NOT changed.
The following features ensure you can efficiently complete automated full case reviews of your Housing Benefit and Council Tax Support claimants:
Designed to work on any device
Fully integrated with the information held in your back-office system
Authenticates a customer in real-time. No need for paper/email processes
Asks the customer to confirm where information has changed AND where it has not changed
Dynamically sorts details of any changes so that they are processed in chronological order
Automatically submits the case review data to the back-office system EDMS in real-time when the person submits their form
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Local Council Tax Support (LCTS)
Support for Local Discount Schemes - Simplified administration
IEG4 has designed an automated form that supports Councils to administer a local council tax discount scheme that will interact directly with Council Tax and not Benefits.
The form is simple to complete and fully integrated with the Council Tax back-office system to reduce administrative costs and speed up the award of any discount to the citizen.
The following features will help you to deliver your local discount scheme effectively and with a great user experience:
Designed to work on any device
Authenticates a customer in real-time against the Council Tax account. No need for paper/email processes
Retrieves household details in real-time from the Council Tax system to avoid duplication
Collects Benefits and other income details relevant to the scheme
Supports calculation and award of local discount schemes
Localised content is added and updated by non-technical users
Automatically submits the discount award to the Council Tax system and EDMS in real-time
Provides a data extract facility for all form data submitted
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
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, NEC Software Solutions 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
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See these solutions in action
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Case Study
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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
October 26, 2022
User ExperienceImproving the Citizen experience on your website
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