Maidstone Borough Council

25 August 2015

The project

Maidstone Borough Council is an ambitious authority which is continually exploring new ways of working to improve the speed and quality of its benefit service.

The background

Situated in the heart of Kent, Maidstone occupies a strategic position between London and continental Europe. With a population of around 140,000

The results

Assessors immediately found eBenefits easier to use and the contact centre finds the new solution cuts down on errors and is quicker to process. The statistics just go to show how successful the eBenefits project has been in improving efficiencies within the council. With eBenefits the council is saving approximately 30 minutes per claim, mainly on pre-assessment information gathering and post assessment enquiries.

Looking ahead

The council is by no means complacent and recognises there is always room for improvement. Some of the areas they are looking at include the implementation of change of circumstances within eBenefits, electronic communications, the creation of a joint visiting team with the pension service and partnership working with neighbouring local authorities.


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