Case Study: North Lincolnshire Council eliminates Adult Social Care financial assessment backlog with Civica OnDemand Resource

OnDemand Resource helps North Lincolnshire Council

North Lincolnshire Council faced a growing backlog in Adult Social Care financial assessments in 2016 after staff shortages (sickness, holidays and departures) left assessment delays of more than 12 weeks, causing lost revenue and unhappy service users. The Council engaged Civica and its OnDemand Resource of experienced financial assessment officers to clear the backlog and stabilise service delivery.

Civica deployed OnDemand personnel within two weeks and, using tools such as DWP’s CIS where the Council lacked access, eliminated the backlog within nine weeks—processing more than 417 assessments—while maintaining high accuracy (checks reduced from 100% to one-in-three). Civica’s work was cost neutral: quicker assessments increased income, reduced debtor days and complaints, freed up council staff to redesign processes and train internally, and identified automation and process improvements for longer‑term efficiency.

North Lincolnshire Council

Stuart Towse

Financial Support Manager