Northumberland County Council

  • Claim Control
  • Local Government Authority
  • Northumberland Council

The brief

Northumberland County Council (NCC) required ClaimControl to replace their existing claims management system, including the need to migrate just short of 15,000 existing claim records, with historic details, notes and financials.

In addition to resource constraints within the council, the COVID-19 pandemic impacted everyone’s capability for normal working, further exacerbating the situation.

About the client

Northumberland County Council is a unitary authority in North East England serving over 300,000 residents and local area councils of Ashington & Blyth, Castle Morpeth, Cramlington, Bedlington & Seaton Valley, North Northumberland and Tynedale.

The solution

Close collaboration between NCC and Alphatec established a way forward to accommodate the extenuating circumstances:
• consultancy from Alphatec to undertake the business data mapping analysis from the existing system to ClaimControl, using example extract files.
• joint reviews, held virtually, to agree the final data mapping.
• creation of a migration schedule to allow month end financial updates followed by data extractions.
• consultancy from Alphatec to undertake the transfer of the raw data extractions to formats for bulk upload into ClaimControl, based on the agreed data mapping.
• flexible communication channels to address and resolve data queries promptly.
• dedicated Alphatec resource to undertake the account set-up and bulk claim upload, to minimise the elapsed time between final data extraction and go-live.
• remote virtual training for the whole NCC team, including addition of new claims, updates on existing claims and reporting to reconcile that volume and value figures transferred successfully.

The results

Careful planning, analysis and constant communication enabled a focused, smooth migration and implementation, which took only 2 weeks elapsed time from final bulk data extract to go-live.
Following implementation, Alphatec worked with NCC to immediately enhance their configuration and optional features, to further improve business process efficiency wherever possible, for example workflow, email in and out and monthly financial uploads.

Customer Feedback

“ClaimControl was installed in July 2020; we found the pre-installation smooth, considering the significant amount of data that was to be migrated. We were supported by Alphatec throughout the process and notified of the capabilities of the system. Training was provided to the team via and online call, which worked perfectly as the team were working remotely from home. The training was insightful and gave a well-rounded showcase of how the system’s functionality worked, using case studies across all claim types.

When the system went live there were no issues and the team has reported feedback, having used the system for over two months: user friendly, fast, and well set out, allowing all information to be read on one page. A significant amount of time has been saved since the system was installed; users have found the ‘outstanding actions’ feature especially helpful to prioritise and co-ordinate workloads.

We look forward to working with Alphatec to further develop the functionality of the system for our future needs.”

Derek Brown, Finance Manager

Software Solutions