1. Designing an Efficient Council Tax Reduction Scheme
Gary Layzell
Universal Credit Implementation Manager
Civica

2. Set Your Agenda
Who wins these head to heads?
Members vs Finance Officers
Simplicity vs Fairness
Cost of scheme vs Ability to collect
Historic Benefits vs Welfare Reforms
System Automation vs DWP Data Transfer
(Match Postponed)

3. Multiple Opportunities
Schemes still look like Council Tax Benefit
Do you still see CTR as a welfare benefit?
Are claim and controls procedures efficient?
How does the current customer journey look?
New Claims / Changes / Termination
Volume and types of contact
Actions that do not add value

4. Are Banded Schemes the Answer?
Do they change the gateway?
Do claimants know if they are moving between bands?
Are UC issues resolved?
Changes are still reported / processed
Are debts any easier to collect?
Banded schemes need other modifications to work effectively

5. The Universal Credit Conundrum
Opportunity for change and show innovation
Getting the timing rate
UC has not finished changing
Data transfer & Managing notifications
Application process & changes
Breaks in UC
UC Income / Non-Deps / S-Emp / Capital

6. Do Changes Allow Efficient Processes?
New Claims
Entry points / Information for claimants
Form design and questions
Capital / Resident Adults / Income Definitions
Changes
Definition of a change
Use of data / automation
Notifications and customer contact
Review
Targeted reviews to manage error
Savings can be made
Impact on collection

7. There are costs to consider
Changes to forms / letters / website
Need to communicate changes
Training
Mistakes
System configuration and capability
Reputation
Knock-on impacts

8. Summary
Establish a 3 to 4 year roadmap
Have clarity in what the scheme is designed to achieve
Consider the customer journey
Don’t be afraid
Fundamental change is the future
Say goodbye to Council Tax Benefit

9. Gary Layzell
Universal Credit Implementation Manager
Civica
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