Case Studies

CNR worked with the Department of Trade & Industry supporting  the UK online for Business e-SME scheme. This programme was designed to help SMEs finance their migration from non-trading websites to fully e-commerce sites. 

For the first round of the scheme the application, vetting and management processes were manual and this created an inordinate administrative load at the Department of Trade & Industry. CNR subsequently identified a number of significant time saving benefits that could be achieved by moving the grant application and administration process online. We developed, implemented, managed and supported a secure on-line tool for the scheme's second round. This enabled applicants, intermediaries and administrators to use a central website to gain information on the scheme; manage the grant application process; track the progress of applications; and generate management information and reports. 

The tool, which we managed, produced substantial efficiency gains for the Department of Trade & Industry by reducing administrative time spent on routine enquiries. This was further enhanced by providing a secure platform through which to make available all briefing information, and to collect, process and managed individual applications. Administrators were able to reduce the burden of responding to repetitive queries and set triggers to create standard documents throughout the process. Furthermore, the tool's management information system provides a powerful mechanism to analyse data and produce standard and customised reports.

It was from this project that we developed our Grant Administration Tool, the benefits of which are summarised below.

Key benefits 

- 24/7 accessibility to all categories of users and transparency of process:

• Applicants are able to apply online and obtain all the required documentation and information 
• The application procedure can include automated criterion checking as required, such as post-code eligibility
• Applicants can use the web to check the status of their application as often as they wish, without the need to contact the administrative staff
• The tracking system is set up to provide a 'public' and 'private' view: applicants see limited tracking information, and administrators have extra tracking fields which allow them to maintain information of which the client does not need to be aware and/or to update records
• Local intermediaries/advisers are able to log in to the system and check on the progress of specific applications placed by their clients

- Administrative efficiencies - the tool significantly reduces load by being set up to:

• Respond to applicants and/or intermediary queries
• Distributing documentation and generating standard or bespoke correspondence
• Updating individual applications 
• Collating management information and generating standard reports
• Providing audit trail information

- Security:

• All data is automatically backed-up on a routine basis and is held in a secure environment

- Administrators' workload can be further reduced through:

• Provision of a telephone helpdesk
• Provision of online pro-active help, (enabling an applicant to enter into a text-based, live conversation with a help-desk operator who can see the current state and content of the application. The operator is able to 'push' documents, URLs etc to the applicant, as required. This conversation can be captured for audit purposes and/or emailed to other appropriate parties)
  
  A demonstration version of the site is available for viewing.