Industry voice: City of Wolverhampton Council has chosen IEG4 to implement a service that allows residents to apply for benefits and report changes digitally via responsive, personalised forms.

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Wolverhampton is working with IEG4 to put the solution in place, with the aim of achieving 95% automation in its benefits processing.

It will allow residents claiming benefits to notify the council that they are moving in, moving out or within Wolverhampton and apply for direct debit payments, single occupier discount and a range of other discounts and exemptions easily online.

Sue Martin, head of revenues and benefits, said the IEG4 solution will provide them with the capability for online reporting and automated processing of benefit changes.

The solution provides end-to-end automation for high volume, complex transactions, making it well suited to revenues and benefits departments. Increased automation enables teams to improve productivity and reach optimal efficiency.

It involves the use of digital forms that can be customised and changed easily and quickly by council teams, even those with limited technical knowledge. This should help to keep down costs and allow staff to keep their focus on dealing with the public.

Fine tuning

"We were impressed with IEG4's ability to empower councils to fine tune customer communications and directly integrate to our back office system without third party tools,” Sue Martin said.

Andy Hoare, Wolverhampton's digital transformation director, said the project complements the council's wider digital programme. It  expects to achieve some efficiency gains from the implementation and plans to explore IEG4's capability in robotic process automation for further savings.

Paul Tomlinson, managing director of IEG4, said: “There is a great willingness at City of Wolverhampton Council to transform services through technology and we're really pleased to be working with them on this exciting digital project.

"We plan to make this an exemplar solution that other councils across the UK can use as a best practice approach to automate complex transactions in revenues and benefits departments."