Concessionary Travel Digital Platform

IEG4's Digital Concessionary Travel platform is an intelligent, customisable and, crucially, digital service that enables councils to manage all applications from submission to badge production (Badge production currently only applies to Blue Badges only). It has been designed to drive maximum efficiency through the streamlining and automation of processes meaning faster decisions for customers and more efficient use of officer time.

Key priorities behind the design that continue to inform the development are:

• Effective Dynamic Workflow

• Invisible Integration

• Actionable insight that aids planning

• Channel shift to digital

To create the platform the following products are all designed to work together seamlessly:

• Case Management System

• Self-Serve portal

• Reporting Suite: Reportal

The Concessionary Travel Platform has benifited a wide range of councils by:

• streamlining work progress by tracking all cases from application to order

• being intuitive with a user interface which provides quick view current status

• showing an application summary view, with links to previous badges and highlighted notes

• viewing a timeline tab which records all application & workflow interactions

• improving quality and accuracy of work carried out

• having full integration with GOV.UK PAY (Blue Badge only) with payment status and leverages

• having full integration with GOV.UK NOTIFY to communicate with applicants via SMS / Letter / Email throughout entire process

• significantly reducing time spent on unnecessary internal & external correspondence by automatically triggering communications.

• having a brandable self-service platform for applicants to check application status, upload evidence and pay using GOV.UK PAY reducing customer council interaction

• asking citizens to upload missing information locally so the council can include evidence & other additional documentation required for assessment approval - all documents are linked to cases and customer records

• having a powerful reporting mechanism including:

  • accurate management information

  • Badge/Pass/Card overview by eligibility, applicatiion type, application channel and age group

  • list of expiring badges/passes/cards by month

  • actionable insights with links directly back into applications,

  • predicting expiry dates

  • dynamic dashboards

  • team performance dashboards

• providing better customer services, with a quicker turnaround from application to notification of decision

This guide will walk you through the functionality provided within the Concessionary Travel platform areas specifically, including how to set up, configure and manage the service ongoing.