Sample References 2015 - Victoria Forms · 2015. 10. 29. · Sample References Last Updated: 19/06/2015 Basildon Council Total Population: 178,362 Basildon Council has been using

SAMPLE REFERENCES 2015

Sample References

Last Updated: 19/06/2015

Contents Anglia Revenues Partnership ........................................................................................ 2

Ashford Council ............................................................................................................ 3

Basildon Council ........................................................................................................... 4

Chiltern District Council ................................................................................................ 5

Dudley Metropolitan Borough ..................................................................................... 6

Council ......................................................................................................................... 6

Dundee City Council ..................................................................................................... 7

Dumfries & Galloway Council ....................................................................................... 8

East Hampshire District Council ................................................................................... 9

Gosport Borough Council ........................................................................................... 10

Guildford Borough Council ......................................................................................... 11

Kingston Council ......................................................................................................... 12

Medway Council ......................................................................................................... 13

Nottingham City Council ............................................................................................ 14

Shared Revenues Partnership .................................................................................... 15

London Borough of Waltham Forest .......................................................................... 16

Wandsworth Council .................................................................................................. 17

Wigan Council ............................................................................................................ 18

Wyre Borough Council ............................................................................................... 19

Sample References


Anglia Revenues Partnership Five local authorities working together:

Breckland Council

East Cambridgeshire District Council

Fenland District Council

Forest Heath District Council

St Edmundsbury Borough Council

Total Population: 489,290

ARP has been using Victoria Forms since 2010, and deal

with over 70 Housing Benefit / Council Tax Reduction

claims per day. Approximately 40% of all their forms are

now received electronically.

Using our eForms has reduced the time spent on each

claim by 60% and they benefit from direct integration into

Civica Comino, Capita Estore and Info @ Work.

Their main Benefits Claim Form also uses Risk Based

Verification (Coactiva) to reduce processing time.

Reference Contacts

Paul Corney Head of ARP Tel: 01842 756437 [email protected]

Stuart Philpot

Strategic Manager (Support) Tel: 01842 756492 [email protected]

www.angliarevenues.gov.uk

“I have to say as project manager for this solution, it has quite possibly been the least complex software I have ever dealt with, the service is second to none and the support has been excellent.” Mandy Pegg Benefits Team Manager

mailto:[email protected]


http://www.angliarevenues.gov.uk/

Sample References


Ashford Council


Reference Contacts

Hollie Johnson (on maternity leave until 2016) Ashford iWorld Trainer / Assessor Tel: 01233 330474 [email protected] Works with Victoria Forms on Integration

Andrew Carney

Senior Revenues and Benefits Officer Tel: 01233 330445 [email protected] Will have a good overview of their use of our system in Revenues

Peter Purcell Revenues and Benefits Manager Tel: 01233 330562 [email protected]

Vikki Baker

Senior Revenues and Benefits Officer Tel: 01233 330440 [email protected]

Peter Budden

Revenues and Benefits Operations Manager Tel: [email protected]

Ashford Council has been using Victoria Forms since 2010,

receiving over 3000 Housing Benefit / Council Tax Support

claims per year, with almost 100% of claims submitted Self-

Service via their website.

With direct integration into Northgate and the use of Risk

Based Verification (Coactiva), Ashford has significantly

reduced processing time.

Ashford Council

was the first of our

customers to go

live with the

Northgate

Integrated

versions of the

following Council

Tax Forms:

1. Single Person

Discount

Application

2. Single Person

Discount

Cancellation

www.ashford.gov.uk






http://www.ashford.gov.uk/

Sample References


Basildon Council


Basildon Council has been using Victoria Forms since 2006, and

deal with over 8,000 claims every year, all conducted over the

telephone, by just two members of staff.

The average time per claim has been reduced to just 20 minutes;

and Basildon benefit from direct integration into Civica / IBS

Document System. Their main Benefits Claim Form also uses

Risk Based Verification (Coactiva) to reduce processing time.

Council staff members use the Offline Forms Module for

working away from the office to ensure data remains intact,

even in areas with no internet connection.

Reference Contacts

Rob Manser Benefits Manager Tel: 01268 294585 [email protected]

“We telephone customers to talk them through their claim to remove the stress and inconvenience of having to navigate through a complicated claim form.”

Scott Logan, Revenues and Benefits Manager

The system is so quick and easy to use that nearly all claims at Basildon (around 8,000 per year) are taken by just two members of staff – Kim and Shashika. Each advisor comfortably handles 13 new claims per day.

www.basildon.gov.uk


http://www.basildon.gov.uk/

Sample References


Chiltern District Council


Reference Contacts

Sue Trotter Head of Customer Services and Revenues Tel: 01494 732231 [email protected]

Ed Bowen System and Development Manager Tel: 01494 732253 [email protected]

Chiltern District Council has been with Victoria Forms since

2007, and they process every benefits claim over the

telephone by members of staff using our eForms.

With a spectrum of forms covering not only Revenues and

Benefits, but also Licensing and other Council departments,

Chiltern are making the most of what our solution has to offer

- with direct licensing integration into Uniform and their

payments system.

They have bespoke forms; including their main Benefits claim

form and the Change in Circumstances form, which integrate

directly into Civica Open Revenues and Civica / IBS Document

System.

Risk Based Verification (Coactiva) works alongside their

bespoke forms to reduce evidence requirements for low risk

claims.

Claimants seem

much happier to

have Chiltern’s

involvement in form

completion as it

eases the worry of

making mistakes.

Evidence also shows

that the form data is

more accurate. This

translates into

greater processing

accuracy, helping to

ensure that the

correct amount of

benefit is paid from

the start which, in

turn, leads to a

reduction in the

number of

overpayments.

www.chiltern.gov.uk



http://www.chiltern.gov.uk/

Sample References


Dudley Metropolitan Borough Council


99% of Dudley MBC’s forms are now electronic, since they

joined Victoria Forms in 2011 – with most forms completed Self-

Service via their website, and Risk Based Verification (Coactiva)

dictating evidence requirements for new claims.

Their Housing Benefit / Council Tax Reduction claim form, and

their Change in Circumstances form integrate into Northgate.

Staff members who visit claimants in their homes use the Offline

Forms Module allowing instant access to their forms database

without a network connection. Over 800 forms have been

submitted by Visiting Officers since the offline module was

introduced.

Reference Contacts

Martyn Perry Policy and Performance Manager Tel: 01384 811147 [email protected]

Risk Based Verification (RBV) is currently being tested for their Change in Circumstances Form. Data is sent to the Coactiva service and is analysed and given a risk score. Low risk claims are processed without gathering excess supporting evidence. Medium risk claims still require evidence, but the overall time saved by RBV allows Benefit Advisors significantly more time to examine and process high risk applications.

www.dudley.gov.uk


http://www.dudley.gov.uk/

Sample References


Dundee City Council


Dundee City Council went live with Victoria Forms in 2012,

with forms provided from our standard library allowing quick

implementation. The time taken to complete each claim form

has dropped by 30% since staff began using online forms.

Forms are immediately exported as PDF documents upon

submission and emailed directly to relevant members of staff

for processing.

Over 3000 Housing Benefit / Council Tax Reduction claims

were submitted in 2014, up from 1000 in 2013 – the increase

largely due to the introduction of Self-Service capabilities on

their website.

Reference Contacts

Claire O’Neill Senior Systems Officer [email protected]

David Jack Systems Officer [email protected]

“One of the greatest

benefits of the

service is that

eForms are

completed without

omissions, you don’t

need to be able to

read someone’s

handwriting. In some

cases we had to

complete two or

three paper forms

for an application,

this has been

reduced to one

online form.”

David Jack Systems Officer

www.dundeecity.gov.uk



Sample References


Dumfries & Galloway Council


Dumfries and Galloway Council use Victoria Forms for online

applications.

75% of their submissions are now completed via eForms.

Reference Contacts

Paula Doherty Principal Benefits Officer [email protected]

Lorna Campbell Service Manager Revenues and Benefits [email protected]

www.dumgal.gov.uk



http://www.dumgal.gov.uk/

Sample References


East Hampshire District Council


East Hampshire DC has been using Victoria Forms since 2007,

and has had upwards of 900 Housing Benefit / Council Tax

Support claims in 2014, up 25% from the previous year - all with

manual integration into IBS Document System.

With the Benefits Entitlement Calculator, their customers can

find out if they are eligible to apply before completing the

online claim form, saving time and effort for all parties.

Visiting Officers use the Offline Forms Module allowing forms

to be completed even in homes without access to the internet.

Reference Contacts

Mike Ball Head of Revenues and Benefits Tel: 01730 234171 [email protected]

Jill Doughty Senior Benefits Officer (Systems and Service Development) Tel: 01730 234174 [email protected]

The Victoria Forms System is working well, and is used by our visiting team, reception and over the web. We encourage its use as much as possible. Jill Doughty Senior Benefits Officer (Systems and Service Development)

www.easthants.gov.uk



http://www.easthants.gov.uk/

Sample References


Gosport Borough Council


Gosport Borough Council has been with Victoria Forms since

2010, and benefits from integration into Civica Comino.

Gosport was the first authority to use Risk Based Verification

(Coactiva) alongside an online claiming solution in 2011. More

than 50% of their claims are processed as low risk, freeing up

valuable time for Benefit Advisors to examine and process high

risk applications.

The Offline Forms Module helps with assisted claim home visits

where a network connection may not be available.

Reference Contacts

Samantha Foster Performance Management and Policy Officer Tel: 02392 545633 [email protected]

Stephanie Pride Head of Benefit Services Tel: 02392 545338 [email protected]

“Our customers are delighted with the quick and streamlined procedure with claims being assessed on the same day. We are using the eForm to provide an assisted claims process which staff find simple to use. Our customers are pleased to have assistance completing the form and are especially pleased with the personal service they receive." Stephanie Pride Head of Benefit Services

www.gosport.gov.uk



http://www.gosport.gov.uk/

Sample References


Guildford Borough Council


Guildford Council was our very first customer in 2003 and was

the first Council in the UK to provide their customers with the

facility to complete forms online.

Integration through Civica Open Revenues streamlines the

service which has been successful for over ten years.

Reference Contacts

Gordon Walker Housing Benefit Manager Tel: 01483 444885 [email protected]

Guildford Council are a current holder of a Customer Service Excellence standard issued by the Cabinet Office, and are a Socitm Better Connected 2014 Council. Both awards demonstrate Guildford Council’s dedication to customer service, which is strengthened by the use of Victoria Forms specialist software in their Revenues and Benefits department.

www.guildford.gov.uk


http://www.guildford.gov.uk/

Sample References


Kingston Council


Reference Contacts

Corrinne Singleton Benefits Manager Tel: 020 8547 5723 [email protected]

Kingston Council went live with Victoria Forms’ online solution in

2012, with an average of 4,000 online forms submitted

annually; and over half of those are the Housing Benefit /

Council Tax Reduction Application form alone.

The HBCTR Entitlement calculator is a mandatory requirement

before Kingston customers can progress to the main claim form,

reducing ineligible claims and saving time for both staff and

customers.

www.kingston.gov.uk


http://www.kingston.gov.uk/

Sample References


Medway Council


Medway Council have been a valued customer since 2010, and

have both their Revenues and Benefits forms integrating into

Northgate.

Their implementation of the Victoria Forms online solution is a

good example of showing how Self-Service forms submitted via

their website can have a rapid impact on departments.

Reference Contacts

Tina Barnard Benefits Manager Tel: 01634 332346 [email protected]

www.medway.gov.uk



http://www.medway.gov.uk/

Sample References


Nottingham City Council


Nottingham City Council has been live with Victoria Forms’

online solution since early 2013, taking advantage of the

Housing Benefit / Council Tax Reduction claim form and the

Change in Circumstances form.

Reference Contacts

Ian Roper Revenues and Benefits Business Support Manager Tel: 0115 876 3856 [email protected]

www.nottinghamcity.gov.uk



http://www.nottinghamcity.gov.uk/

Sample References


Shared Revenues Partnership Three Local Authorities working together:

Ipswich Borough Council

Babergh District Council

Mid Suffolk District Council


The Shared Revenues Partnership - formed in April 2011 –

joined Victoria Forms in 2013 and has processed over 10,000

Housing Benefit / Council Tax Reduction online claims since

then.

They use Risk Based Verification (Coactiva) to determine

low/medium/high risk claims, and every claim is converted to

PDF upon submission and immediately sent to the relevant

Council departmental staff.

For all three Councils, there has been an improvement to the

average time taken to process new claims, and change of

circumstance events, and 100% of their claims are submitted

Self-Service.

Reference Contacts

David Johnson Operations Manager - Benefits Tel: 01473 432673 [email protected]

Andrew Wilcock Operations Manager - Revenues Tel: 01473 432694 [email protected]

Tina Williams Benefits Team Leader Tel: 01473 432697 [email protected]

www.mid-suffolk.gov.uk

www.babergh.gov.uk

www.ipswich.gov.uk






http://www.mid-suffolk.gov.uk/

http://www.babergh.gov.uk/

http://www.ipswich.gov.uk/

Sample References


London Borough of Waltham Forest


Waltham Forest has been with Victoria Forms since 2006 –

offering eForms via Self-Service, assisted claims and via

registered 3rd party agencies. Over 90% of all claims are

Self-Service, with on average, over 1,300 forms being

processed per month. Waltham uses Risk Based

Verification (Coactiva); and both new claims and change in

circumstances data integrates directly into Academy

Benefit System; as well as all completed forms integrating

into Civica Comino.

Their bespoke Housing Benefit / Council Tax Support Claim

form auto generates a custom evidence request letter and

customer questionnaire.

Free School Meals applications with ECS integration were

added in June 2012 allowing instant decisions on

eligibility.

Reference Contacts

Peter Hunt Systems Training and Development Tel: 020 8496 8445 [email protected] At our 2011 User Conference in London, Peter presented his findings about how to maximise take-up both with staff, partners and online customers.

Amanda Taylor Group Manager - Systems Tel: 020 8496 8458 [email protected]

“Introducing e-

claiming has

improved the

quality of service

our customers

receive.

We no longer

experience

processing delays

due to late

scanning and

indexing or

missing claims, as

everything is

accessible

immediately.”

Nalda Russell-Stowe, Benefits Unit Manager

www.walthamforest.gov.uk




http://www.walthamforest.gov.uk/

Sample References


Wandsworth Council


Wandsworth Council have been live with Victoria Forms’

online solution since 2006.

Integrating directly into Northgate and Civica Document

System, over 50% of all their forms are now via electronic

channel – both via Self-Service and with Benefit Advisors.

Reference Contacts

Ruth Miles Policy and Training Officer Tel: 0208 871 7861 [email protected]

www.wandsworth.gov.uk


http://www.wandsworth.gov.uk/

Sample References


Wigan Council


Wigan Council has been with Victoria Forms since 2009, with

their Housing Benefit / Council Tax Reduction Claim form, and

Change in Circumstances form integrating into Northgate; and

all other completed forms integrating with Civica Document

System to be filed correctly.

Wigan has been a pathfinder in the introduction of Universal

Credit applications from 2012, working with us to develop a PBS

system to help Local Authorities assist new Universal Credit

claimants. Between April 2013 and April 2014, Wigan received

22% of all new UC claims, making them the 2nd most successful

pathfinder since Universal Credit’s inception.

Reference Contacts

David Hill Benefits Service Development Manager Tel: 01942 705915 [email protected]

Paul Wadsworth IRRV (Hons) Benefits Manager Tel: 01942 828607 [email protected]

Paul Downie Service Manager – Innovation, Development and Quality Tel: 01942 828602 [email protected]

www.wigan.gov.uk

In 2012, Wigan council worked with Victoria Forms to develop a Personal Budget Support (PBS) System to use with Universal Credit and DWP Referrals. In July 2013, this system went live, and through feedback from members of staff, has been developed, tested, and improved over the last 24 months. Wigan Council has also found the system invaluable for their Welfare Desk cases. This system is available to any Local Authority taking on the role of assisting Universal Credit Claimants.







http://www.wigan.gov.uk/

Sample References


Wyre Borough Council


Wyre Council has been with Victoria Forms since 2014, and have

been pioneers of online Evidence Collection through the use of

our Evidence Request Form and Attachments Module.

Victoria Forms worked closely with staff at Wyre to create the

perfect custom HBCTS claim form, complete with an

automatically populated, personalised Evidence Request letter

which can be printed directly from Civica’s Document System.

Wyre are always keen to continue exploring the use of online

processes and will soon be progressing with our Revenues

package, and integrating our forms solution with an online

accounts system.

Reference Contacts

Peter Mason Head of Contact Centre Tel: 01253 887530 [email protected]

Richard Southall Training and Subsidy Officer Tel: 01253 887573 [email protected]

www.wyre.gov.uk

The introduction of

eForms has allowed

Wyre to shift their

internal processes on

how to deal with the

volume of claims

they receive.

Where home visits

were prevalent and

costly, Wyre have

now guided the

majority of their

applicants towards

the online forms, and

made their Benefits

Mobile Advice Centre

into an appointment

only service so that

staff have more time

to offer advice to

those in greatest

need.





http://www.wyre.gov.uk/

Documents

Sample References 2015 - Victoria Forms · 2015. 10. 29. · Sample References Last Updated: 19/06/2015 Basildon Council Total Population: 178,362 Basildon Council has been using