Case Study: Fenland District Council reduces benefit change processing times with Capita One ATLAS Automation

How ATLAS Automation helped Fenland District Council improve benefit change processing times

Fenland District Council needed to speed up its benefits change in circumstances (CiC) processing, which in 2012 averaged 15 days, left around 3,200 items outstanding, and required staff overtime. Working with Capita One, the council looked for a more efficient way to handle the growing volume of notifications.

Capita One implemented ATLAS Automation to automate much of the notification processing and tailor rules to the council’s needs. As a result, 75% of the council’s 500 weekly ATLAS notifications are now automated, manual effort has fallen to 18.5 hours per week, processing time has dropped to less than 7 days with no backlog, overtime has ended, and financial losses from overpayments and admin delay have been significantly reduced.

Fenland District Council

Martyn Wardle

Customer Services Support Manager