1. Dr Lianne Hawkins Product Owner lianne.hawkins@lookinglocal.gov.uk

2. Kirklees Analysis Jul 2016 Linear Process
Unable to process 98% of FA’s 1st time
Financial Assessment: 100 days average
Backlog of 650 cases
25% failed care packages
£620 per Care Needs Assessment home visit
£120 per Financial Assessment home visit
Poor customer experience & large outstanding debt!

3. Core Principles
Bring financial assessment to front of the customer journey and allow them to self-serve
User centred design
Product suite designed with real end users
Mobile first development
Works seamlessly across all browsers
Bespoke data capture and calculations
Organisation by organisation basis - Residential, Non-Res, Respite
Care Act compliant
Safeguarding safety nets, customers in charge of their decision making & income maximisation.

4. Self-service Assessments
For use by customers and staff
Early indication of maximum contributions (or actual contribution if indicative personal budget is known)
Social Work informed of customers opting to drop out of the process
Integrated with backoffice
Captures all data required to process a financial assessment
Evidence upload

5. Key features Expert written/video guidance Text/email reminders
Prompting customers to complete applications and send in evidence
Offline use
Lack of connectivity (eg home visits)
Advocacy use
Users can complete applications alone or with help of friends, family & staff
Dynamic personalised evidence lists and evidence upload
Cloning of applications
Editing customers submitted form following evidence check
Review process
Income Maximisation
Ensuring customers are assessed for other benefits they are entitled to

8. Implementation at Kirklees
80% of customers are fully self-serve; Advisors have more free time and resources to dedicate to complex and vulnerable cases
Recovered £1.2 million of debt in 8 months
Number of cases requiring a home visit dropped from 100% to 2%
Care package failure rate halved and continues to fall
Initial backlog of 650 cases completely eliminated
Reduced traffic in customer contact centres
Levels of customer satisfaction have increased across the board

9. Road Map Direct Debit capture Online compliant DD
Integration with DWP data
Customer data from CIS platform
Deferred Payments Application
Introduction of DPA form
Care phones assessment
Lighter assessment for customers requiring a care phone