Case Study: Dorset County Council achieves timely, accurate adult social care charging reviews with Civica OnDemand

Dorset County Council makes charges fairer for adult social care

Dorset County Council needed to implement a new Care Act–aligned charging policy, “Making Charges Fairer,” which required personalised financial reassessments for 2,900 adult social care (ASC) service users. Facing a spike in workload, internal restructuring, ongoing recruitment and a rollout of a new financial system, the council engaged Civica’s OnDemand Adult Social Care service to support the reassessment programme.

Civica’s DBS-checked ASC financial assessors took an end-to-end case-management approach, familiarised themselves with Dorset’s processes, and completed 1,000 reviews in 12 weeks (initial 500 in seven weeks) with a 100% reassessment accuracy rate. The Civica team freed council staff to focus on business-as-usual and system migration, ensured changes took immediate effect to help maximise the ASC budget, and left Dorset County Council on track to complete all 2,900 reviews in time for the new financial year.

Dorset County Council

Julie Caswell

Financial Support Manager — Adult and Community Services