Issue - decisions
New revenues and benefits system modules
18/01/2019 - New revenues and benefits system modules
To implement additional modules to the current
revenue and benefits system as described below:-
1. The Capita electronic document management system (DMS).
Currently Academy links to IDOX DMS however this is clunky and IDOX
is no longer going to be maintained as a standalone system
therefore this will novate customer records to the Capital module
which is more user friendly and will continue to have full GDPR
compliant system support.
2. One Portal Connect and Serve - this is required to improve the
customer journey and minimize staff time including in the customer
services team. It means customers can be set up by staff and staff
can view the same system screen as the customer if they are
struggled to access or understand their digital record.
3. HB change in circumstances and new claims – this is to
automate the application process to drive customer’s online,
minimizing customer contact and improving response times.
All of the above have been previously identified as digital roadmap
opportunities towards more automation of the revenues and benefits
service.