St Albans District Council processes around 1,500 new benefit claims every year, and a service review found that only 6% were being made online.
This meant staff were spending a lot of time handling paper, scanning forms and
chasing up missing information. It also meant a large number of telephone and face to face enquiries.
Since the new system went live, 90% of new claim submissions are made online and processing times have improved significantly. People can also upload supporting evidence from their smartphone rather than posting hard copies.