By integrating a suite of intelligent forms directly into the main revenues and benefits system, Central Bedfordshire has streamlined processes and improved the citizen user experience.

Like all councils in recent years, Central Bedfordshire has been looking to reduce costs by shifting service delivery from face-to-face to self-service – whilst at the same time improving the citizen user experience.

In the latter part of 2015 it became clear that their existing online housing benefit and council tax support form was in need of an upgrade. At the same time, plans were afoot to further improve service delivery with a new suite of forms for housing benefit change in circumstances, council tax occupation, vacation, direct debit and single person discount, and business rates occupation, vacation, direct debit, and discretionary relief.

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