Case Study: Glasgow City Council achieves faster welfare fund payments with Capita One

How Glasgow City Council met the Scottish Welfare Fund deadline

Glasgow City Council needed to stand up the Scottish Welfare Fund quickly, with no existing market precedent and a tight launch deadline. Working with Capita One, the council evaluated Capita’s Local Welfare Assistance solution to support its Scottish Welfare Fund and integrate with its existing revenues and benefits systems so eligibility could be checked automatically and fraud reduced.

Capita One delivered a cloud-based, highly automated solution with built-in workflow, tailored application questions, secure role-based access, and a traffic-light prioritisation view. The system went live in April 2013, enabled same-day working on applications, turned crisis grant decisions around in two days, and reduced the team from 20 to 15 while helping Glasgow City Council pay customers faster and handle around 300 to 400 calls a day.

Glasgow City Council

Des Cunningham

Senior Project Manager