Norfolk County Council decided to improve the service it was providing to Blue Badge applicants whilst preparing for criteria changes implemented by the DfT in 2019. This was achieved by adopting IEG4’s Blue Badge Case Management System - enabling it to manage all applications, from submission to the issuing of the badges.
Ross Cushing, Contact Centre Delivery Manager, and James Richardson, Blue Badge & Processing Team Manager explained that the council needed "a system that would work better for us and our citizens".
Richardson says: "The IEG4 system manages our entire Blue Badge process on one single platform with APIs that link seamlessly into GOV.UK and the Government's back-office system. This means that applications that used to take several weeks to process, can now take a matter of minutes if all information required from the customer is provided at point of application".
To read more of the case study, please complete the form below: