RPA Wins Customer Service Award for North Tyneside Council

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Editor Coda
Nov 1, 2016

A project to implement robotic process automation has seen dramatic improvements to revenues and benefits services for North Tyneside Council.

At this week's UK Customer Satisfaction Awards, the council and its service delivery partner, ENGIE, won 'Best Application of Technology'. The judges concluded that “work to develop the council’s digital presence has been enormously successful, resulting in a vast improvement in customer service”.

Of the benefits, North Tyneside Council now register the following improvements:

  • The number of days to process new benefits claims has now reduced from 36 days in 2014 to just 25 days in September 2016
  • 83% of new claims for benefits are now made via online forms
  • 91.4% of customers report no difficulty using the e-form
  • Customer satisfaction overall continues to regularly exceed 85%

Ben Kaner, Head of Digital Strategy at the council, said “We've got an ever increasing workload for the council with ever reducing resources and it's going to be impossible to achieve that with our existing range of budgets,”.

“Using RPA is one of the ways that will help us meet demand within our financial constraints by allowing us to speed up service to the customer whilst improving its quality and consistency - whilst not requiring us to spend three or four years integrating the back end of some quite difficult and old-fashioned systems.”

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