eChanges

IEG4’s eChanges service was designed in 2012 and still provides an unrivalled user experience for citizens wishing to report a change in circumstances to their benefit claim. Unparalleled in terms of its functionality, the eChanges solution:

• Authenticates the citizen with the back-office application in real-time based upon their:

  • Name

  • Date of Birth

  • National Insurance Number

  • Post Code

• Retrieves their claim information

• Personalises the questions asked the citizen is asked about based upon the details held in the back-office system at that specific moment in time:

• Pushes the details of the change(s) directly into Capita, Civica, Northgate systems and all major document management solutions.

In terms of some examples of personalisation, the eChanges form will dynamically:

• not ask a claimant ‘Have you had a change in rent’ where no housing benefit is present on the claim

• ask “Do you still work for ASDA?” where the employment information in the back-office shows they currently work for ASDA

• list the household members present on the claim where someone is being moved out

• show rent service charges where these are included in the calculation of their rent

• ask if someone is no longer a student where a full-time student is present on the claim

• show the children where a change in childcare costs is being reported

The following are the change types catered for:

• Change of address

• Changes in household

• Changes in income

• Changes in capital

• Changes in pension (paid into and received)

• Changes in childcare costs

• Changes in rent

In essence, the eChanges form only asks questions contextual to the citizen's circumstances which means the form is inherently shorter and error is minimised - because they cannot report a change that is out-with their circumstances.