Our client, the Benefits Team at a local Council, uses the NEC Revenues and Benefits system. Every day they review a significant number of claimant accounts via a series of manual steps to identify and remediate discrepancies. Any discrepancies identified are then investigated and appropriate remedial action is carried out. The current process, while facilitated by the NEC system, remains time-consuming and open to human error, thus delaying or miscalculating benefit rebates.
It is anticipated that the number of benefit claims will continue to increase.
Our client sought a Power Platform partner to streamline interactions with the NEC system, reduce manual intervention and enable the benefits officers to focus on other activities.
Our Power Platform Consultants, conducted a Power BI analysis to help inform the feasibility and prioritisation of remediation automations. Working with the organisations Product Managers, subject matter experts (SMEs) and stakeholders we defined the as-is business processes. This helped us prioritise the use cases that would provide the greatest level of return on investment. From the business processes we designed and developed Power Automate Robotic Process Automation (RPA) flows. This added additional efficiencies in the remediation process steps driving consistent claimant outcomes with minimal impact to the daily routine of the Benefits Officers.
Marra reduced the amount of time Benefits Officers are manually remediating claimant discrepancies
Through automation of the use cases, we introduced consistent and efficient remediations. The outcome supports consistent and accelerated resolutions for the claimant, ultimately leading to:
- enhanced satisfaction,
- improved benefits service and,
- faster claimant outcomes.
The time saved allows the Benefits Officers to focus on the more complex cases, whilst reducing the need for human and manual remediations. Working with Marra’s Power Platform Specialists has also empowered the staff through skills transfer, methodology definition and transfer of ownership.
The client is now able to automate additional use cases and manage the anticipated increase more effectively. By using a repeatable process and technical concept guarantees increased return on investment for future remediations.
