- Incremental change with process improved gradually with each phase of the project
- Phase 1: application process transferred to the telephone, assessment of the customer’s eligibility completed by checking benefit information
- Phase 2: pre‐eligibility checks carried out using Benefits information and an online process implemented. Online process incentivised for customers
- Phase 3: technical integration between the Benefits system, SEEMIS and Lagan CRM. Customer eligibility is checked on the Benefit system and fed into SEEMIS to generate payment. A case created in Lagan provides email updates to the customers advising that their grant has been processed and telling them when their money has been transferred via BACS. The vast majority of grants are now processed with no application from the customer.
- Phase 4: where there Council does not hold evidence of the proof, the customer can apply using a mobile enabled online form and attach the proof electronically.