We hold significant data in our systems which can improve collection. It’s clear to me that there is a need to harness this data together with behavioural insights, data science and intelligent automation to lead to increased collection levels
Whilst there is a race to find efficiencies and digital solutions, opportunities such as AI and chatbots may appear to be the answer. However, I think we need to keep this quote from the ombudsman in the back of our minds
Remember “No amount of automation, no matter how sophisticated, can replace that human judgement when things go seriously wrong”.
Verify is to be replaced but with what and when?
After so many attempts by successive governments to produce an identification system fit for purpose, it will be interesting to see how the Verify replacement develops and more importantly how long any new system will last. RIP Verify.
By pooling resources can LAs create a new non-commercial Revenues and Benefits system
The pandemic is a wake-up call for authorities to refocus their attention on the day-to-day methods of operation and invest in clever digital solutions that will be fit for the future but hopefully not another pandemic.
Should councils allow tracking cookies on their benefit web pages? Probably not if they are going to target high interest loans.
People visit council benefit web pages for help and information and not to be targeted for a high interest credit card.
It may be reasoned that Revenues and Benefits software is too big or too complicated to be replaced with open source software, but this may not be the case. If it is good enough for Facebook its good enough for collecting Council Tax
Simon investigates whether open source in-house systems can be developed and successfully supported by local authorities.
The feasibility of writing a non commercial system for local authorities is now being investigated. Teignbridge, Exeter, East Devon, Basildon, Brentwood and Sedgemoor councils are partnering to explore the feasibility of creating what they describe as a true customer focused, configurable, cost effective IT system for processing Revenue and Benefits.
Bots are being developed to review Universal Credit applications and, to ensure details about childcare and housing costs are accurate when applications are being made. There is a danger that an increasing use of algorithms may leave vulnerable people being disadvantaged by the decision of an automated bot
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