Automation in partnership
Chorley Council took a phased approach to adopting automation, beginning its partnership with Capita in 2019 for e-claims. Following that success, the authority then worked with our team to introduce automation to its Universal Credit (UC) claims. In 2019, the council was receiving approximately 19,500 UC claims a year and, by October 2020, had managed to fully automate 56%
of all of them thanks to the technology.
When the Covid-10 pandemic began, the number of claims rocketed to more than 33,000 a year in 2020 and further increased to more than 40,000 in 2021. Without automation, Stephen Lyon, Systems Manager (Customer Services) at Chorley and South Ribble councils, reflected how it “would have been difficult for the team to keep up with such demand”, potentially leaving financially vulnerable people waiting too long for financial support, which could have had a devastating impact.
But now claims are dealt with faster and more efficiently than ever before. And, crucially for citizens, they receive decisions from the council the same day it receives their data from the Department of Work and Pensions (DWP) – eliminating any delays to them receiving the financial support they’re entitled to.
Expanding automated technologies across council partnerships to serve more people
The positive impact of automation at Chorley Council was so significant that when the authority entered into a shared services agreement with South Ribble Council in March 2022, automation was introduced there – again, with equally significant results.
Within 24 hours of going live, South Ribble had achieved 70% automation. Similarly, the team has automated 40% of their council tax claims. Reflecting on how automation has transformed the way councils serve local people.