Capping IT Off

Capping IT Off

Opinions expressed on this blog reflect the writer’s views and not the position of the Capgemini Group

The race to digital in social welfare

Category : User Experience
There’s a new kid on the block when it comes to social welfare administration. I am, of course, talking about digital and the role it is playing in the transformation of welfare benefits provision. Digital is nothing new in the public sector. However, with millions of citizen interactions being dealt with by global welfare agencies day in, day out, we’re now seeing an urgency in the pursuit of digital enablement in social welfare.

A key driver of this urgency is the growing demand for welfare payments in the face of budgetary constraint. Agencies recognize that they have an opportunity to do more with less by improving processes using automation and digital capabilities. This will require investment in the appropriate digital solution, for which process improvement plays a key part in the business case.

One way to improve processing and lower costs would be to implement ready-to-use assets which support the automation of repeatable processes, leading to improved and more efficient digital citizen interaction. As well as supporting real-time processing of citizen interactions and increasing the throughput of claims, notifications, and updates.

Preventing welfare fraud is another way to bring down costs. The need to counter the growing threat of organized crime demands new approaches, such as real-time transaction monitoring and pattern recognition. This will enable the welfare agency to assure both the identity of an individual accessing online services directly within the transaction, and the legitimacy of their interaction. It will also smooth the customer journey for legitimate claimants.

As you’d expect, this is just the start. Our EnablesWel solution is built on modular architecture, so that agencies can work within available budgets and accelerate their business transformation in line with strategic priorities.

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About the author

Marcel van Breeden
Marcel van Breeden

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