By centralising Concessionary Travel data, including Blue Badge, Freedom Pass and Taxi Card systems, our CMS simplifies processes for users and administrators. It reduces errors, improves efficiency and ensures security. Centralised access ensures compliance with data protection regulations, streamlining processes and delivering a cohesive experience for users. Citizens benefit from a unified platform, simplifying applications, renewals, and communication.
Waltham Forest Council, processing 4,000 Blue Badge applications annually, faced challenges with visibility, high call volumes and paperwork. After implementing IEG4’s system, applicants could track their status and staff could manage applications. Norfolk County Council also benefits from being a user, and after adopting IEG4’s CMS, their processing times decreased from several weeks to a matter of minutes. The system’s integration with GOV.UK and automated workflows reduced administrative burdens. These success stories serve as inspiration, demonstrating the tangible benefits of our digital transformation solutions.
Our CMS supports scalability, enabling councils to integrate with new technologies, generate reports, and optimise services. This adaptability ensures councils can meet evolving needs without system overhauls. Recent features include Blue Badge Organisation integration, allowing care facilities, hospitals, or support groups to manage applications on behalf of the people they support. The CMS is designed with the user in mind, making it easy for family members to be included, facilitating communication during the process, and making it easier for appointed advocates to act on behalf of the Blue Badge holder.
For Waltham Forest, implementing our solution transformed workflows. A self-service portal allowed applicants to track their applications 24/7, reducing call volumes and improving transparency. This change boosted resident confidence and freed staff to focus on higher-value tasks. Similarly, Norfolk County Council saw fewer customer service inquiries despite a 30% increase in applications due to the introduction of eligibility for hidden disabilities. The automated system provided proactive updates, reducing calls, and integrated customer satisfaction surveys for continuous improvement.
By reducing administrative burdens and enabling staff to focus on exceptions, our Concessionary Travel system saves time and costs for councils while enhancing the citizen experience. Digitisation allows residents to access services 24/7, submit applications and make payments without relying on paper or phone calls, accelerating processes and fostering trust. Kent County Council saw savings within six months of acquiring the solution. The Council already saw a reduction in case administration time by at least eight minutes per case, with greater savings as the system streamlines operations. These efficiencies help Kent County Council manage increasing application volumes without the need for additional resources, providing a sense of relief and optimism about the financial impact of our solution.
Waltham Forest’s experience highlights the impact of a well-designed digital solution that makes a difference to users and gives customers the quality of service that is expected, including a reduction in standard processing times (with many local authorities recommending 12 weeks processing time). The team at Waltham Forest looked to see how they could track performance against processing times and set internal targets to ensure that every time an application was touched the wait for feedback didn’t exceed two days, thereby significantly improving efficiency. Similarly, Norfolk implemented IEG4’s system in just seven weeks, benefiting from collaborative working and rigorous testing, improving customer experience, and future-proofing their service.
At IEG4, we are committed to digital innovation and collaboration, paving the way for a better future in Concessionary Travel services. Our scalable, future-proof technology streamlines processes, ensures compliance, and adapts to evolving needs, enabling local authorities to enhance service delivery. By driving digital innovation, we empower councils to make public services more accessible, efficient, and user-friendly, ultimately improving experiences for both administrators and citizens.
