Blue Badge Case Management System


 

Lead Organisation:

 

 

 

The Headline


Digital, cloud-based case management system to manage multiple workflows related to the Blue Badge application process - interfacing with all relevant national commissioned services from Department of Transport. The approach will include business analysis, user consultation and agile technical development to deliver a focused, capable and accessible product.

 

The Proposal


The Blue Badge scheme is a national provision to enable disabled people to park their vehicle closer to their destination. Blue Badge permits can be applied for and renewed online via gov.uk or by post directly from the applicant’s local council. In addition, some councils have their own online application form. Decisions on granting Blue Badge permits are made by the applicant’s local council, regardless of application route.

 

Following a national system change prompted by the Department for Transport (DfT), there is a desire from some local councils to introduce a case management system capable of integrating with the proposed ‘front end’ for Blue Badges, whilst also providing the functionality to manage multiple workflows related to the Blue Badge application process and ultimately deliver relevant data so the badges can be printed/distributed by the department’s chosen supplier.

 

Local councils also recognise that the application process can be further streamlined. For example, the national Blue Badge application form used on the gov.uk website has historically had almost no validation. This results in local councils receiving Blue Badge applications they are unable to process due to a lack of required data. This has a profound impact on local councils as administration staff spend significant time chasing applicants for missing information.

 

In addition, council administration staff spend a lot of time manually re-keying data from paper-based application forms into legacy case management systems.

 

This proposal seeks to bring together five local councils to design a new Blue Badge application case management system that fits their collective ambitions for service redesign.

 

Initially this would focus on producing a Minimum Viable Product leading to the development of a case management system capable of managing a number of process workflows.

 

We recognise that future stages of this project (i.e. beyond the MVP) may incorporate the development of a bespoke digital version of Blue Badge application form with high levels of data validation. However, this would not form part of the MVP.

 

Project description


Led by experienced public-sector analysts and innovative technology designers/developers, this proposed work will deliver:

  • In-depth analysis to the challenges involved in managing the Blue Badge application process;
  • A high-level blueprint for a collaborative public-sector led digital cloud-based case management system to deliver the Blue Badge application process;
  • A Minimum Viable Product for a digital cloud-based case management system to manage multiple workflows related to the Blue Badge application process.

Project phases


The project will be delivered using an agile approach. Each phase provides a break point to ensure all parties are happy to proceed to the next phase. Division of funds between Phase 2 and Phase 3 is an estimate and will be qualified during Discovery (Phase 1).

 

Phase 1: Discovery


This phase will centre on local analysis and multi-partner workshops to understand and map out the user journey. This will determine:

  • User needs
  • Features to be included in the Minimum Viable Product (MVP)
  • What is out of scope

There is no software development during this phase.

 

Primary output: A clearly defined MVP that all parties agree to

Timeline: Delivered by early August

Cost: £2,000 (per LA)

 

Phase 2: Alpha


Iterative software development begins during this phase to build and test prototypes of the service, as defined by the MVP. This includes:

  • Building prototypes
  • Identifying risks
  • Testing prototypes with users
  • Iterate: learning, changing and testing again

Primary output: Alpha prototype that handles complete end-to-end transaction

Timeline: Delivered by mid September

Cost: £10,000 (per LA)

 

Phase 3: Beta


This phase builds on the alpha prototype to develop a working version of the service. This translates to a ‘private beta’ release that will:

  • Undergo iterative improvements and user testing
  • Handle real-world transactions
  • Work at scale
  • Result in a ‘public beta’ release in preparation for the live phase

This phase will also deliver an agreed:

  • Set of KPIs to measure the service’s success
  • Prioritised list of the remaining work to do (a backlog)

Primary output: Launch of a public end-to-end beta prototype (MVP)

Timeline: Delivery by mid October

Cost: £8,000 (per LA)

 

What are we asking for?


  • We believe a grouping of five councils needed to make this collaborative approach worthwhile*;
  • Lead Blue Badge policy officer involvement in one day multi-partner workshop;
  • Access to local Blue Badge policy and administration teams for interviews and information gathering;
  • Access to Blue Badge application / assessment processes, systems and overview of caseload statistics;
  • Active involvement via email, telephone and online groups to ensure information delivery and report success;
  • Active involvement and contribution to the development, review and report processes.

No of LAs involved

Core Costs (per LA)

5

£20,000

 

*Participants in the collaboration model would be offered ‘early adopter’ status for the resulting digital solution with a reduced (50%) financial commitment in subsequent years, as follows:

 

Status

Year 1 costs (per LA)

Year 2+ costs (per LA)

Early adopter

£20,000

£10,000

Subscription customer

c£20,000+ (plus onboarding)

c£20,000+

 

Time-frames


Twelve to sixteen weeks.

 

Related Projects/Work of Note


BetterOff is a unique web-platform that combines benefits assessments and applications with comprehensive support for users in re-entering work. BetterOff is a collaboration between multiple local authority partners. The first phase, resulting in a MVP – and now full product – was based on a significant piece of in-depth analysis undertaken from all stakeholder perspectives.

 

This understanding of the end-to-end process, challenges and customer behaviour insight laid on top of a deep and valuable understanding of both digital tools and online user habits, led to a solution that delivers significant ROI for customers across multiple locations. For example, Enfield Council made an estimated £11 million in monetary gains during the first year of deployment.

 

BetterOff reduces footfall in contact centres and the need for face-to-face appointments, allowing advisors to devote their time and effort to working with vulnerable claimants who cannot self serve. It also facilitates advocate support whereby users can share ongoing claim forms with trusted 3rd parties to support them with their applications.

 

The BetterOff solution is live in 10 local authority and housing association areas. It is also in the process of local analysis and commissioning at other councils.

 

BetterCare focuses on redesigning and digitising the Financial Assessment for Care and was driven by Kirklees Council in the first phase. The resulting MVP - and now full product - was based on a significant piece of in-depth analysis undertaken from all stakeholder perspectives.

 

This understanding of the end-to-end process, challenges, customer behaviour insight laid on top of a deep and valuable understanding of both digital tools and online user habits, led to a solution that will save £400k in the first year of deployment. and a reduction in failed care packages from 24% to 17% in its first 8 weeks of implementation.

 

The BetterCare solution is now live in Kirklees Council and is in the process of local analysis and commissioning at other councils.

 

Contact


Jane Hancer

jane.hancer@cc2i.org.uk

07932 742661