case study


Remote processing delivers great results for Solihull

Solihull Metropolitan Borough Council uses the NPS remote processing service to keep on top of its benefits caseload.

Strong Partnership: Solihull Metropolitan Borough Council has used NPS Revenues and Benefits since 2004 and in 2013 turned to them for additional processing support. With the NPS remote processing service, trained benefits assessors work as an extension to in-house teams either on an ad-hoc basis, for example to cover peaks in demand, or to provide ongoing support.

“We have over 13,000 council tax reduction and 11,000 housing benefit cases that need to processed quickly and efficiently to deliver great customer service. We asked NPS to help us stay on track and we were really impressed.”

~ Sally Anne Babb, Awards Operations Manager at Solihull Metropolitan Borough Council.

A flexible arrangement


While the contract covers 100 changes in circumstances per week, the council can call on NPS for additional support when needed and recent work has included the processing of Optional Real Time Information (RTI) data.


So far...

45,000

cases have been processed

3,200

new claims have been processed

95%

financial accuracy achieved

The Solihull way


In 2016, Solihull decided to move to a more formal arrangement where the experienced NPS team, based in Hartlepool, would process a minimum of 100 changes in circumstances a week.

"We do things differently, so to make sure our customers always get the highest levels of service it was crucial NPS learnt our ways of working. I need every assessor to work to the same high standards and I’m pleased to say it was a seamless transfer."

No two authorities work the same way, so it was important that the NPS team got up to speed fast. After a period of familiarisation, including site visits, work started in November 2016.

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