Why Councils Should be Interested

The eBenefits system and related products means that claiming local authority administered benefits will be quicker, easier, and more convenient for local authority customers.

Currently some of the most disadvantaged communities are suffering more than they need to because of low take-up rates. Latest figures estimate that one in 10 people are under-claiming. Getting money they are entitled to can make a big difference to their quality of life and help encourage the local economy through take-up of welfare benefits.

Whilst there is a general acceptance that there are enormous efficiencies to be gained from extending the integration more widely with other government departments, the starting point for the eBenefits system is to revolutionise the way local authorities deliver Housing Benefit, Council Tax Benefit and Free School Meals.

Balancing efficiency with delivering excellent service

The eBenefits system can help to deliver significant annual staff cost savings to a local authority’s benefits service of between £152,000 to £282,000, whilst at the same time positively supporting Best Value Performance Indicator achievement and Comprehensive Performance Assessment scores. Important as this is, eBenefits is not only about cost reductions. It also helps claimants because it contributes to delivering an excellent level of customer service. The Rotherham pilot case study of the eBenefits system during the National Project highlighted some key outcomes. Rotherham will be looking to validate this further by conducting a further evaluation and case study in September 2006 following the running of the first phase roll-out of the commercial eBenefits system.

View the case study here (700kb)

                                           

Improvements that can be expected

The typical improvements that can be expected by a council implementing the eBenefits system are:

• A reduced burden on customers and advisors having to complete long and complex claim forms.
• Eliminating the need to re-key known information.
• Customer advisors able to access accurate, up to date information at the touch of a button.
• Achieving consistency in the way benefit applications are dealt with.
• Opportunity to make available to other trusted intermediaries or agencies.
• Improved decision making that is location independent. 
• Scaleable and affordable when conducted in parallel with service transformation. 
• Reduction in the number of customer complaints relating to processing times and lost information. 
• Ability to measure performance and view the high-level situation in real time.
• Reduction in administrative errors and overpayments. Increased take-up of benefits by customers.