Local Authority

Local Authority

Local Authority

Digitising the appeals process to deliver multi-million pound savings

This public sector department successfully digitally transformed the appeals handling process, to achieve cost savings and deliver a significantly improved citizen experience.

Industry

Public Sector

Solution

Intelligent Automation

15%

Manual work eliminated

Challenge

The appeals process was a lengthy, manual, time-intensive process. The processing centre received, handled and processed appeals received in paper format via post. Each appeal required employees to access various external information sources and then manually key the data into their case system.

The department wanted a flexible platform with a digital interface that would automate back-end processing in its existing case management system.

Solution

Our team of experts implemented a web-based portal to help bring consistency and improve the citizen experience. The solution was set up to auto-validate the data against internal information. This new process delivered a significantly improved experience and is estimated to have saved this department millions of pounds.
quotation marks

By providing a digitised service, this processing centre has realised massive cost savings and ensured a significantly improved citizen experience.

Manager

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Intelligent Automation

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