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Housing & Council Tax Benefits

Increasing revenues while improving service

At Capita Software Services, we know that Benefits departments are under pressure to meet the rigorous demands of constantly evolving legislation while still improving performance, reducing fraud and error and giving excellent service.  With budgets under scrutiny the challenge is to deliver this as cost effectively as possible.

The innovative benefits software solution from Capita Revenues and Benefits is always evolving, with in-depth insights from our expert team, who work in close partnership with all our customers. We have created a solution that can revolutionise the optimisation of these processes, producing highly efficient software ensuring prompt assessment and notification along with correct payment. This includes sophisticated tools to support management and system reporting for key areas, including subsidy and statutory statistical returns. There is also full integration with Council Tax and other supporting functions.

Select a subject below to discover how Capita Revenues and Benefits can assist you.

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  • Quality Assurance

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    Our Quality Assurance (QA) application is the intelligent mechanism available for assuring highly accurate benefit assessments. The software integrates with your existing business processes, allowing huge improvements in accuracy. It facilitates QA checks based on a wide range of criteria including different subsidy types.
     
    The application has automated quality checking for key areas like new claims and changes in details and offers great flexibility on the types of cases that can be assessed. In addition, it allows full reporting and training analysis, which can help identify potential training requirements.
  • Landlord solutions

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    For authorities with large numbers of landlords, administration can represent an enormous overhead. Our landlord solution automates the flow of information to housing associations and landlords. It can automatically update landlord and housing association rent systems with information generated from notifications. This helps dramatically reduce their administrative overhead, making them far less likely to occupy your front line support with queries.
     
    This solution also reduces administrative time directly, as it eliminates scanning and filing, reviewing data within the notifications and re-keying the information into rents systems. Plus, you can update payment records and send landlord schedules swiftly without manual intervention or postage costs.
  • Fraud

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    Capita Revenues and Benefits has an integrated fraud application doing away with the inefficiencies that occur when separate Benefit and Fraud Systems are used.  This is a comprehensive tool for case management, risk analysis and workload prioritisation, with a user-definable risk score analysis model for evaluating risks.

    Recommendation details are recorded, improving information quality. Debt management invoices can be linked to a fraud referral, clearly identifying those relating to investigations, while fraud alerts to assessors ensure casework is not jeopardised. The solution provides a searchable overview of all fraud cases. In addition, management information can assist with workload management and enable managers to monitor team performance, identify training requirements and analyse the effect of training and policy changes.

  • Single Housing Benefit Extract reporting

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    Capita Revenues and Benefits’ application for Single Housing Benefit Extract (SHBE) reporting is the most powerful statistical reporting application on the market, delivering quality statistical information with ease. It can derive key performance indicators directly out of the Single SHBE into Stats 121, Stats 122, Stats 124, and Housing Benefit Operational Database (HoBOD) formats. The HoBOD format also means that every measure reported on the DWP's website can be viewed and analysed.
     
    Claims that make up cells can be reviewed and analysed at the click of a button. Comparison tools contrast performance from one SHBE extract to another and allow you to view performance against every measure as graphs and piecharts. This module also enables caseload count reviews and fast processing to enable benefits managers to evaluate their teams’ performance quickly.
  • eClaim solutions

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    Capita Revenues and Benefits can integrate with all leading eClaim and eChange in Circumstance solutions, enabling new claims and changes of circumstance to be consumed directly into the benefits system. This enables assessors to focus on assessing the claim rather than spending time manually keying data. Ultimately, this approach reduces delays and error whilst saving time. 
     
    All data submitted via an eClaim application is placed in a secure location called the eStore, subject to quality assurance, before it is allowed into the core system. This allows all benefit assessments to be carried out electronically.
     
    The eStore speeds up the claims process while improving accuracy. Online management offers the ability to manage records, while automated updates pass directly into eStore. Crucially, for data accuracy, eStore offers a “before and after” view for comparing changes, plus tool for changes to be accepted or rejected by back office users.
  • Risk and Verification Portal

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    This innovative software is DWP approved for risk management.  It enables local authorities to reduce dramatically both the time taken to process new claims (NI181) and processing costs.
      
    The Risk and Verification Portal provides every new claim with a risk score indicating how accurate information provided on the claim form is likely to be.  Claims identified as low risk are eligible for easement can therefore be assessed without the need to carry out verification.  Fast tracking these claims dramatically reduces the time taken to assess a claim whilst enabling authorities to focus resources on high risk claims.  Additional functionality allows you to search for claimants across different authorities and identify fraud or error swiftly and accurately.
     
    The software also enables instant searches of the National Claimant Register to view full claim details from previous authorities. This enables you to compare details of a claimant with those held at a different local authority, simplifying fraud and error detection and reducing errors on the DWP subsidy return. Plus, you can locate absconded debtors, should the citizen continue to claim at another authority, improving recovery rates.
     
    East Lothian Council selected the Risk and Verification Portal in conjunction with Xantura. John Cunningham, benefits manager at the Council said:

    "We are well aware of Xantura’s capability in terms of leading high profile and high impact data analytics projects. This capability in conjunction with the delivery record of our software partner, Capita, gives us tremendous confidence in becoming a more efficient and effective benefits service.
    The reason that we chose this solution is our confidence in the development and support offered by both organisations in helping us meet our objectives now and into the future.”
     
  • Education Benefits

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    Education Benefits eliminates the duplication that occurs when local authorities process education benefits separately to Housing and Council Tax Benefit.  With the exception of the school, all the information needed to assess eligibility for free school meals and clothing allowances is provided on a Housing and Council Tax Benefit claim.  It therefore makes sense to assess these benefits at the same time within Capita Benefits.
     
    Education benefits software from Capita Revenues and Benefits makes calculation, notification and payment of free school meals and clothing allowance part of the normal benefit assessment process. As well as reducing processing costs it helps increase take up of these benefits by identifying eligible customers.  Similarly, it also prevents overpayments by automatically adjusting entitlement following changes in circumstances of which a separate Education Benefits team may not be aware.
     
    Where Capita's Connect is also in use, schools can self-serve and access information (subject to security) on free schools meals entitlement, whenever they need to. This removes the need for reports to be generated, printed and posted, and reduces enquiries from the schools.
     
    Automatic Update of Child School Details automatically validates and updates school details for free school meals and clothing allowances, thus removing the onerous task of manually updating this information at the start of each school year, and particularly for those moving from primary to secondary school.

  • CRM Integration

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    Capita’s Integration Portal helps you improve customer service, reduce avoidable contact and eliminate duplication between front and back offices. Your front office staff can handle more queries by accessing and updating real-time citizen, account and claim information contained within the Capita Revenues and Benefits suite via their CRM system.
     
    Queries are resolved faster, improving customer services, while calls to expensive back office staff are reduced and performance against local government performance indicator "NI14: avoidable contact” is improved.  Front office staff use a web-based interface specifically designed for non- professionals, which can be plugged into any major CRM system for quick deployment with minimal training requirements.
  • Mobile benefits solutions

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    Mobile solutions from Capita Revenues and Benefits can lead to substantial efficiency savings by eliminating duplication and using the ability to access data on and offline. The data needed for claims assessments can be downloaded to a tablet PC, minimising visit preparation time, and updated data can be uploaded to the system on your officers’ return, eliminating manual keying and consequent errors.
     
    Officers can see all current claim information, enabling them to instantly establish if there have been any changes in circumstances and submit changes directly to the back office. This ensures that data entry is only required once for each amendment, while the benefits assessor simply reviews changes.
  • Self-Service

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    Capita’s Self-Service software specifically for Benefits gives claimants and landlords online access to details of all the benefit claims applicable to them. This reduces the burden on your call centres and front office staff, allowing them to focus on more important assessment activities. It also allows your authority to be open about the calculations by which benefit payments are reached.
     
    Claimants can see details of awards, payments made, payment schedules and overpayments, plus notifications and other correspondence. This functionality clearly eliminates the need to call the contact centre for reprints of letters. They can check that their current assessment reflects their circumstances. Landlords can see a summary of payments they will receive, along with outstanding invoices, helping them manage their cash flow. They can also view historical details without contacting your authority.
  • eNotifications

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    Our eNotifications application allows authorities to reduce both cost and their environmental impact by sending notifications electronically. The solution sends customers a link to their notifications held securely within the Self-Service system.
     
    Correspondence is conveyed against a specific claim, effectively creating an online filing system for landlords. Benefit claimants and landlords will have online access to details of all the benefit claims applicable to them, greatly reducing the burden on authorities’ call centres and front office staff.
  • Process and Performance Manager

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    Our Process and Performance Manager (PPM) application improves the performance of your Revenues and Benefits team by guiding users through work processes in a consistent and efficient way. The software can also assist the user by opening relevant screens and guiding your staff accurately through tasks. 
     
    In addition, Capita’s Process and Performance Manager can monitor staff performance, identifying any that fall below the benchmark for additional training. PPM helps ensure that processes are completed correctly, avoiding costly problems.  It can also assist with training new staff and monitoring the performance of contractors and homeworkers.