Revenues & Benefits IT processing core system

Tender description

London Borough of Waltham Forest utilises the Capita One software solution as the primary back office IT system for the management, support and full end-to-end administration of Revenues and Benefits functions and processes within the borough. Lot 1: Revenues & Benefits’ incumbent Capita One software solution is the primary IT system from which both departments manage and support the full end-to-end administration of, via wide ranging functions and processes across multiple contact channels, resident accounts & cases within the borough for: - billing, collection and enforcement for Council Tax, National Non-Domestic Rate (Business Rates), Business Improvement Districts (BIDs), Housing Benefit Overpayments - entitlement, assessment, and payment of Housing Benefit, Council Tax Support, Discretionary Housing Payment, Discretionary Council Tax Hardship and Local Welfare Assistance - entitlement assessment of Free School Meals For context, volumes & values for the above key service activities are: - Council Tax & Business Rates (inc. BIDs) – circa £157mill and £63mill net collectables per annum respectively, with an approx. 95% annual collection rate across 108.8K dwellings and 6.8K hereditaments respectively - Housing Benefit & Council Tax Support, Discretionary Housing Payments and Local Welfare Allowance – circa £120mill in subsidy awards per annum Capita One is also integrated with supporting third-party products for document & case workflow management, end to end payment processing & distribution, print & post services, robotics automation, third-party forms products for resident online self-service, online resident portal for real time account & bill views etc. Procurement process has been commenced to ensure best value and realise future technological and economic benefits for the services and the Council as a whole. A key driver within this is the introduction of a supplier hosted Software as a Service (SaaS) cloud-based system infrastructure and associated managed support & maintenance. This is aligned with internal, long-term IT strategy for the operation and management of line of business systems.