Use case · Local authority
A missing document means an application goes back to the bottom of the pile
The welfare centre processes 4,200 benefit applications a year: food aid, energy, registered address, budget support. Every application goes through an appointment, a list of documents and a review panel. One application in three is waiting on a document, and the resident does not always know it.
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The starting point
The delay comes from the back-and-forth, not from the assessment
Assessing a complete application takes twenty minutes. The same application waits an average of three weeks for a document to arrive: the request is made by post, verbally at the front desk, or noted in a notebook. Nobody knows, at any given moment, how many applications are stuck or why.
- One application in three goes to the review panel twice
- Document follow-ups are manual and untraced
- The same resident is known under three different spellings
- No view of the stock of applications by stage
What we put in place
Give the application a shape
- 01
The benefit application becomes an object
Type of benefit, expected documents, stage, scheduled review panel: every request is an application attached to the resident's record, with its contact history.
- 02
Documents ask for themselves
When a document is missing, an SMS or an email goes out with the exact list, and repeats once before the review panel. The follow-up is traced on the application.
- 03
The assessment appointment runs itself
Booked online, at the front desk or by phone, with an SMS reminder the day before: the resident comes, with their documents, because they know which ones.
- 04
The review panel reads the tool
The list of complete applications for the panel is built with one filter. The minutes come back onto each application, and the resident is told the decision through the channel they chose.
What it shifts
What the setup aims for
- ≈ 1 in 3 → 1 in 8
- incomplete applications at the review panel
- −2 weeks
- on the average time to a decision
- 100%
- of follow-ups traced on the application
- 1
- record per resident, whichever desk they use
Go further
The building blocks used
Custom objects
Your business applications, with no development: properties, case files, contracts, with segments and automations.
DiscoverWeb forms
Forms on your site that feed directly into the CRM.
DiscoverBooking page
Your availability bookable online, in your colors, on your domain.
DiscoverSMS campaigns
The channel read in 3 minutes — custom sender and delivery receipts included.
DiscoverTickets & SLAs
Requests tracked, deadlines kept, delays made visible.
DiscoverFAQ
Frequently asked questions
Social data is sensitive: where is it hosted?
In the European Union, with access rights by department: a front desk agent does not see what a social worker has written. Access logs are kept.
Can we keep paper for those who prefer it?
Yes. The application exists in the tool, but the resident can hand in their documents at the front desk; the agent attaches them in a minute.
What about residents without a phone?
The follow-up switches to a letter generated from the tool, or to a call from the agent. The channel is chosen on the record.
Can the review panel stay in its usual tool?
It can work from an export, but the decision comes back into the application so that the resident is informed and the history is complete.
Another question? Write to us — a human will answer.
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