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Concessionary Travel System

Blue Badge, Freedom Pass
& Taxi Card

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The Digital Concessionary Travel System is a single, intelligent platform for managing Blue Badge, Freedom Pass and Taxi Card applications from submission to issue.

It helps councils reduce manual work, make faster decisions and deliver a clearer, more convenient experience for residents.
167k+
Applications submitted through the platform in 2025
94%
applications for one Council are now online
194k+
Service Workflows in one year
82% of applications for one County Council are now online.

Streamline & Automate

One platform for all three concessionary travel services, built to reduce manual effort and improve visibility at every stage.
  • Manage Blue Badge, Freedom Pass and Taxi Card applications from a single resident record
  • Standardise and automate applications, renewals, fast track cases, cancellations, appeals and replacements through dynamic workflows
  • Use configurable SLA targets with blue/amber/red indicators to monitor Blue Badge statutory timescales and local targets for Freedom Pass and Taxi Card
  • Trigger resident communications via GOV.UK Notify at agreed points in the process
  • Support payments through GOV.UK Pay or Access PaySuite / Pay360, with refunds processed via GOV.UK Pay.
Workflow diagram connecting user profiles to various options represented by icons and colored boxes

Smarter Case Management

Give your team everything they need to manage a case in one place, with clear visibility, structured workflows and a full audit trail throughout.
  • Resident-centric hierarchy links cases, workflows and documents under a single record
  • National Search and DfT integration support badge lookups, ordering, cancellation, replacement and inter-council transfer for Blue Badge
  • Blue Badge application documents are transferred via API and automatically tagged, including Proof of Identity, Proof of Address and Photograph
  • Freedom Pass and Taxi Card applications can be submitted online or entered manually, with a dedicated workflow triggered in either case
  • Timeline entries record workflow activity, portal activity and changes to editable fields

A clearer journey for residents

From online application through to decision and issue, residents are kept informed at each stage of the process. Automated communications prompt them when action is needed, while the self-serve portal gives them a simple way to check progress, upload evidence and make payments without needing to contact the council.

Self-Serve Portal

Give residents the tools to manage their own application and reduce avoidable contact with your team.

The self-serve portal allows applicants to view updates, respond to requests and complete key actions online, helping to remove unnecessary chasing and keep cases moving.
  • Real-time status updates at every workflow stage
  • Secure document upload for missing evidence and supporting information
  • Support for multiple file formats, including PDF, JPG, PNG, DOC, DOCX, MP4, MOV, ODT and TXT
  • Online payments through GOV.UK Pay or Access PaySuite / Pay360.
  • Automated prompts notify residents when action is needed
  • Account sharing so family members or carers can manage the process if needed
Dashboard showing a graph with increasing submission numbers

Powerful Reporting

Through PowerBI gain superior insights with a dedicated and dynamic reporting platform that provides actionable data, enabling your team to effectively manage the Blue Badge Concessionary Travel Service.
  • Exportable reporting data.
  • Predict and plan for expiry dates.
  • Manage team performance, supporting and encouraging where needed.

Digital Concessionary Travel solution overview

Get a concise summary of the platform’s capabilities, operational benefits and customer outcomes across Blue Badge, Freedom Pass and Taxi Card services.
View the solution overview

Key Features

Resident-Centred Case Management

Manage Blue Badge, Freedom Pass and Taxi Card applications from a single resident record, with linked cases, workflows and documents in one place.

Configurable Workflows

Tailor stages, outcomes and SLA targets to your local processes, supporting applications, renewals, fast track, appeals, cancellations and replacements.

Flexible Payment Options

Support payments through GOV.UK Pay or Access PaySuite / Pay360, with refunds processed via GOV.UK Pay. GOV.UK Notify supports automated resident communications via email, SMS and letter throughout the process.

DfT Integration (Blue Badge)

National Search, badge management, replacement requests and inter-council transfer via DfT APIs.

Document Management

Automatically transfer, upload, tag and link evidence to the relevant case, helping officers review supporting information more efficiently.

Self-Serve Portal

Branded portal for status updates, document uploads and payments, helping reduce avoidable contact and giving residents more control.

Power BI Reporting

Up to 54 pre-built reports with interactive dashboards, exportable data and direct links into the relevant case.

Security and Audit

Role-based permissions, security groups and full timeline audit to help protect sensitive applicant information.

Loved by Many

Tried, tested and loved by local governments
"We're live with the new Blue Badge application process and it's been a storming success with our customers and our team".
Georgiana Young
Former Customer Service and Business Support Manager
London Borough of Waltham Forrest Logo
"Applications used to take several weeks to process, now they take a matter of minutes providing all required information is at point of application".
James Richardson
Blue Badge & Processing Team Manager
Norfolk County Council Logo
"At Kent, we selected the IEG4 Blue Badge product as it provided overall greater efficiencies".
Hannah Buckley
Blue Badge Operations Supervisor
Kent County Council Logo

The Digitisation of Concessionary Travel presented by Claire Pierpoint, Concessionary Awards Manager from London Borough of Lewisham

Learn how the system enhances accessibility, streamlines processes, and improves the lives of residents. It provides valuable insights and real-life examples from a council successfully using the system.

Our Customer Stories