Case Study: LGSS achieves faster Blue Badge processing, 3× digital uptake and £60k savings with NorthRow

LGSS - Customer Case Study

LGSS, a major UK public-sector shared services provider, commissioned a redesign of the Blue Badge application process for Cambridgeshire (and Northamptonshire) County Councils after finding only 20% of applicants used the online form, heavy reliance on post/fax, and thousands of support calls for about 10,000 applications a year. LGSS awarded a 6‑month pilot to NorthRow to provide an automated identity and address verification layer (the NorthRow API) between the online form and the council CRM to reduce manual checks and improve online completion rates.

NorthRow’s API verifies identity and proof of address in under 5 seconds against the electoral roll and credit data, returns a Red/Amber/Green result with a risk score, and stores an auditable, encrypted trail. As a result of NorthRow’s solution, customer service agents now spend an average 2 minutes per application (saving up to 30 minutes of data entry per applicant), the council saved £60k in year one, digital applications increased threefold, supported telephone and postal communications fell dramatically, NorthRow matches over 90% of applicants, and successful applicants now receive badges in an average of 10 days (down from 30).

LGSS

Kat Sexton

Digital Service Architect