Introduction
High Level Fundamentals
The key fundamentals of the design of Digital Concessionary Travel platform are:
Case management that’s smart and automated
Streamlines progress tracking of all cases from application to order
Intuitive user interface
A carefully designed, easy to navigate, user interface that decreases on-boarding time and effectively minimises staff training costs
Dynamic workflows
Powerful workflows enable standardisation and automation of processes maximising efficiency.
These include for Blue Badge:
Applications
Renewals
Badge or Application No Longer Needed
Replacements
Fast Track
Appeals
These include for Freedom Pass:
Applications
Renewals
Fast Track
These include for Taxi Cards:
Applications
Fast Track
Timeline
Recording all application & workflow interactions & note facility for quick customer updates
Integrated auto-generated communications
Significantly reduce time spent on unnecessary internal & external correspondence by automatically triggering communication
GOV.UK Pay (Blue Badge only) & GOV.UK Notify
Full integration with GOV.UK Pay enabling payments / refunds to happen automatically (Blue Badge only). GOV.UK Notify can be used to communicate with applicants via SMS / Letter / Email throughout the entire process
Full document repository
Upon application you can ask your customers to upload documents locally so your council can include evidence & other additional documentation required for assessment approval. All documents are linked to cases and customer records
Self Service Platform
To reduce customer/Council interaction there is a self-service platform for customers to:
check application status
upload evidence
make payments using GOV.UK Pay (Blue Badge only)
Advanced reporting and audit
Analyse the entire application process to effectively plan and manage all the Concessionary Travel services. Advanced operational audit and reporting adds powerful insight into day to day operations
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