Case studies
Blue Badge Application & Processing System
The challenge
NNC was already committed to digital transformation, having successfully implemented Placecube’s Customer Contact Management and Formal Enquiries solutions. In early 2024, the council faced an imminent challenge with its Blue Badge service: the existing system was reaching its end-of-life, with deprecation scheduled for Spring 2025. This posed a significant service delivery risk, as the Blue Badge scheme is not only a statutory service but also a vital service for residents with mobility issues, requiring continuous, reliable operation. Following a full review of market options, NNC required a future-proof, robust replacement that could be rapidly deployed and tightly integrated with its established digital infrastructure. The key necessity was a system that could handle the complexity of eligibility criteria, automate administrative tasks, and provide a clear, accessible interface for applicants.
Governing this project was a fantastic experience in effective partnership. From an operational governance perspective, the collaboration between our in-house team and Placecube was marked by exceptional professionalism and a shared commitment to a rapid, high-quality outcome. The project timeline was challenging due to the legacy system's deprecation deadline, but through continuous, open communication and a highly collaborative approach to problem-solving, we were able to leverage the best skills from both organisations. Placecube's technical expertise in their Case Management toolset, combined with our deep statutory knowledge of the Blue Badge scheme, created a highly efficient delivery team. This strong collaboration ensured the new solution was delivered ahead of schedule, not only meeting all compliance requirements but also immediately enhancing our operational capability.
The solution
NNC commissioned Placecube to custom-build a complete Blue Badge Application Management system on the Digital Place platform. The solution was strategically significant as it was the first comprehensive system built using the new low-code Digital Place Case Management (CM) toolset. This choice was crucial for achieving rapid development and deployment. Work on the system commenced in Autumn 2024.
The technical architecture was designed to fully integrate the application process across the core Digital Place products used by NNC:
- Case Management (CM): This low-code toolset was used to model the entire, complex Blue Badge application workflow, from initial submission and evidence verification to decision-making and badge issuance. The CM capabilities enabled NNC staff to manage cases efficiently, automate conditional tasks, and maintain a complete audit trail.
- Digital Experience Platform (DXP): The DXP ensured that the citizen-facing application forms were accessible, responsive, and intuitive across all devices, providing a seamless user experience for new applications and renewals.
By utilising the low-code capabilities of the new Case Management toolset, Placecube delivered a highly tailored solution that met the specific statutory requirements of the Blue Badge scheme, while ensuring compatibility with NNC’s existing digital services.
The results
The implementation of the new Blue Badge solution delivered immediate and critical operational continuity. The system successfully went live in advance of the existing solution being switched off in Spring 2025. This planned early deployment allowed NNC to conduct a short period of parallel running, enabling a secure and smooth operational transition for staff and minimising the risk of service disruption for citizens.
Key benefits of the new system include:
- Guaranteed Service Continuity: The timely deployment ensured NNC’s compliance and continuous ability to process Blue Badge applications following the deprecation of the legacy system, providing a seamless integration with department for transport suppliers used for production of badges.
- Improved Efficiency and Accuracy: The Case Management toolset significantly streamlined back-office processing by automating workflow stages, decision flows, and data validation, reducing manual handling and errors.
- Enhanced User Experience: Integration with the DXP provided a modern, accessible, and user-friendly online application portal, making it simpler and faster for citizens to apply and submit required documentation.
The critical operational efficiency we've gained from the new Blue Badge system is substantial. As a senior representative for Customer Services, my primary concern is reliable delivery and minimising administrative burden. The automation built into Placecube's Case Management toolset has streamlined complex statutory workflows and data validation, which directly translates to improved processing accuracy and reduced manual errors in the back office. This guaranteed service continuity, combined with the uplift in efficiency, allows our team to better focus on supporting our residents with the most complex needs.
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