Case Study: Maidstone Borough Council achieves faster, customer-friendly benefits processing with Capita One eBenefits

Maidstone Borough Council - Customer Case Study

Maidstone Borough Council worked with Capita One to improve the speed and quality of its benefits service. The Council wanted to make claiming benefits simpler and less burdensome for residents, while reducing delays, errors, and the amount of manual form handling in a process that previously involved lengthy paper-based claims.

Capita One implemented the eBenefits solution, integrated with the Council’s Academy Benefits back office system, to streamline claims capture, assessment, and notifications. The result was a major improvement in efficiency: average processing time for new claims fell to three days versus the DWP target of 30 days, 95% of claims were complete at the first interview, and customer satisfaction reached 98%. The Council also saved around 30 minutes per claim.

Maidstone Borough Council

Gary Hunter

Benefits Manager