Civica OnDemand Ben Gittins, OnDemand Sales Manager Amy O’Kane, OnDemand Account Manager, ASC

Agenda Our background – Ever-increasing capabilities Our work – What we do Our survey – What you told us Our commitment – What separates us Our success Case studies Short term projects Direct Payment Financial Reviews

Our background – ever-increasing capabilities 2011: 15-20 highly trained R&B Practitioners form the foundation of Civica OnDemand Gloucester City Council 2013: Our 2nd Partnership deal commits a further 30 Staff to OnDemand South Worcestershire Partnership 2015: A further jobs commitment ensures that OnDemand continues to flourish Denbighshire County Council 2015: The 2nd partnership of 2015. OnDemand grows to 150 team members Hull City Council A further 60 employees with mixed skillsets are currently joining OD East Kent Services 2018: Civica OnDemand has a dedicated resilience team of over 220 members of staff, and has achieved 100% client retention rate across over 115 public sector clients

Our work – what we do ASC financial assessments Parking administration Blue Badge Clinical Coding resilience services Appeals & reconsiderations New claims Change in circs RBI processing Council Tax reduction SPD monitoring NNDR Call handling Revenues Processing Benefits Processing Social Care & Concessionary Travel National Health Service Civica OnDemand uses a flexible approach to enable us to meet the needs of our clients. Whether it be on an ongoing basis, or just to get you through the busy periods, OnDemand will tailor a solution to your needs

ASC survey – what you told us 51 responses indicated the following: 45% struggle to recruit staff 44% struggle to administer work in a timely manner 25% have implemented a new system in the last 12 months, 50% of these required additional resource 33% plan to implement a new ASC system in the next 3 years

Our commitments – what separates us Accurate & efficient Quality is everything for us; We achieve above 95% accuracy in every piece of work we take on Experienced In order to join our team of highly trained processors, you must have a minimum of 5 years experience, and a recommendation Procurement friendly Our Hull framework allows for easy procurement in a risk free, OJEU compliant environment

Our success Just a few of our testimonials… “Financial assessments for Adult Social Care is a niche business. We contacted a number of agencies but none of them could provide any staff with financial assessment knowledge or experience.” David Jackson, Resource and Transformation Manager, North Lincolnshire Council North Lincolnshire Council, ASC Financial Assessments “Civica’s staff are more experienced which gives our team confidence in the work they deliver. Or maybe they’re just better at it than other providers.” Karen Ironside, Revenues & Benefits Manager, East Ayrshire Council East Ayrshire Council, Revenues & Benefits Processing “In the new local government environment, the days of knowing exactly what you need and when you’re going to need it are long gone. Demand is changing virtually by the week. To have the real flexibility offered by OnDemand Resource is invaluable.” Alison Blount, Head of Revenues & Benefits, Stockport MBC Stockport Metropolitan Borough Council, Revenues & Benefits Processing If you would like to speak to anyone of our clients about Civica OnDemand, please get in touch and we will be happy to provide you with an introduction

Civica OnDemand ASC Financial Assessment Processing Amy O’Kane, OnDemand Account Manager

North Lincolnshire Council – case study Key highlights Reduction in write-offs Increase of income due to quick turnaround of assessments Cost neutral exercise Backlog removed within 9 weeks – 2FTE Reduction in customer complaints/queries Backlog removed Implementation of Annual Financial Re-Assessment Module; Reviewing/uprating financial assessments due to a change to the existing charging policy Support with other projects

Dorset County Council – case study Key highlights Dedicated telephone support – end to end case handling Managing workload spikes Case management 1,000 reviews completed within 12 weeks Updated records in place for the start of the new financial year Completed within the given deadline Difficult to achieve deadline Business as usual support – financial assessment for non-residential and residential Support for peaks in workload or staff sickness/vacancies Ongoing support

Some other examples Short term projects “The experience for us has been very positive. Rachel and Joanne have provided a seamless service for our customers, and have assisted in getting the work finished on time. The interaction both have had with their contact, Serena, has ensured that the most difficult or complex reviews have been completed” Sharon Calline, Financial Assessments Manager City of York Council “We found the assessors (Mathew and Rebecca) to be efficient and effective in helping us clear our backlog of assessments in a relatively short space of time. Any queries were dealt with professionally and quickly. It also helped that the assessors had prior knowledge and experience of the systems we use which made it that much easier adapt to our process and to pass on our work and get the ball rolling quickly” Javed Allibhaye, Financial Services Manager Bolton Council Explain what we did in York and Bolton We can also support you with Direct Payment Financial Reviews

Adult Social Care – Financial Reviews for Direct Payments Accounts not reviewed for 2+ years North Lincolnshire Council £260k to be repaid of surplus funds 350 caseload allocated that required a financial review Care Package Reviews Direct Payment Financial Reviews Communicating with care workers to ensure care packages were reviewed due to under or over allocation and possible abuse of DP funds Ensuring the funds allocated were/are being spent in accordance with the care and support plan What we’ve achieved in North Lincs