Public sector bodies play an important role in delivering services to vulnerable members of the community. Balancing the need for efficiency generation with appropriate customer service for people in need is both important and challenging.
By implementing channel shift across client services, we enable clients to empower their citizens to make claims online or via self-serve systems. This allows for a quicker, more accurate application and payment process, while maximising the take-up of benefits.
Through customer insights and data matching, we can identify households with late or missed payments, households that ought to be able to pay versus those struggling to pay, and households likely to pay via Direct Debit and take up e-billing options.
While we strive to maximise collection rates, we do not forget that we are dealing with a diverse group of citizens in different circumstances. We work in partnership with our clients and also relevant stakeholders in the health, education and third sectors to deliver services crafted to the particular customer segment at which they are aimed.
To keep pace with new legislation and to develop technically aware, multi-skilled employees, we run specialist programmes for local authority revenues & benefits practitioners, covering benefits assessment, council tax, business rates, recovery, enforcement and other associated topics.