A project to implement robotic process automation has vastly improved access to revenues and benefits services in North Tyneside.
In fact, the customer experience is now so good that the council and its service delivery partner, ENGIE, won 'Best Application of Technology' at the UK Customer Satisfaction Awards 2016. The judges concluded that “work to develop the council’s digital presence has been enormously successful, resulting in a vast improvement in customer service”.
North Tyneside and ENGIE worked with eforms specialist, IEG4, to create the new benefit claim process. Robotic process automation (RPA) enables one piece of software to talk to another piece of software whilst continuing to use the human user interface. In this case a software robot has been created and trained to do the repetitive work and processing involved in processing a housing benefit claim.
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