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| Anite Case Study - Test Valley Borough Council |
| Mobile working transforms efficiency and service at Test Valley Borough Council Test Valley Borough Council serves a mainly rural area covering 250 square miles, along the River Test between Winchester, and The New Forest in Hampshire. Around half of the population live in rural areas, some distance from the Council’s main offices in the towns of Andover and Romsey. A mobile working solution for benefits claims officers at Test Valley Borough Council has delivered major improvements in efficiency and service delivery. Key targets are being met, staff are happy and working effectively and citizens are pleased with the new service. Test Valley Borough Council wanted to improve the speed and quality of its benefits claims service but faced anumber of challenges. The council hadtried to speed up claims by making letters and forms more user-friendly but there were still problems getting all the necessary information from claimants. Vulnerable residents needed help with their claims and the council was determined not to cut these people off from their entitlements simply because they had not provided the right evidence in time. Many claimants needed help from the council’s officers, but the rural nature of the community meant that it was difficult for some residents to travel to the council’s offices. “We are a rural authority and there are issues about our customers coming to see us,” says Carol Moore, Head of Revenues at Test Valley Borough Council. “Benefits is a complex area and it can be difficult to deal with on the telephone.” The council decided that it needed a way to deliver services by carrying out home visits. However, in the past there had been problems with delays and duplication of effort. Officers would have to take down details and re-key them in the office. They did not always have all the information they needed to hand to deal with claims on the spot. And frequently officers had to take away important documents such as passports and bank statements in order to copy them. The council realised that a mobile working solution that integrated with back-office systems and allowed officers to carry out assessments using laptops and tablet PCs was the answer. Please download the full case study at the bottom of this page to read about the Solution and the Benefits. About Anite Anite Awards and Press Releases Anite Newsletters Anite Contacts Back to Sponsors Home Page |
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