Eligibility claim
The scenario
A parent requires support for their child who has special educational needs (SEN) and decides to make a claim to the council. The council will assess this claim and then make a decision for funding or creating a package of care.
The challenge
The moment a parent rings the council they are advised that they must first write explain their situation. Once the letter is received, the council post a form which the parent completes and returns. Every 6 weeks the Children and Families Unit have a team meeting to sift and assess each claim, where the decision is made to decline the claim or approve it and assess the required package of care or support. However most of the time is spent declining 80% of the claims leaving little time to focus on the 20% who requite support. This means that it can take 6 weeks for a parent to be declined and even longer for a package of care to be created for those children who have needs.
How the Transformational Government Accelerator can help
The parent can either create a case by phoning the call centre who use CRM or they can access an InfoPath claim form from the website (within MOSS). The form has specific fields and as soon as these are completed and submitted a process is kicked off to route the task to the appropriate professional. As the drop down fields are completed, the workflow can start to filter out some of the claims that are eligible and those that are not. Forms are held in the council portal (within MOSS) and once a case is closed all related documentation is locked down as a record in EDRMS. The end result is that parents are notified within a week rather than 6 about a claim and more time is spent focused on those children with special educational needs rather than those that don’t.