Online Client Portal build for Easy Evidence submissions
STEVEN G JAMES, DIRECTOR, FEDERATION DESIGN
Streamline Processing allowing for easy Evidence Collection for a Gov Home Upgrade Scheme
For this client, the real pressure point in the customer journey was not the installation itself, but the evidence collection process that had to happen beforehand.
Our client operates in the grant-funded home improvement sector, helping low-income households and disabled residents access government-backed upgrades such as solar panels, air source heat pumps, double glazing, new boilers, and wall and roof insulation.
While delivering the upgrade work itself was relatively straightforward, the real challenge lay in the evidence collection process as it often felt like dragging a dead weight. There clearly was a need for streamline processing.
To qualify for the grant, homeowners and tenants were required to provide a range of supporting documents, including proof of earnings, council tax bills, electricity and water bills, and title deeds or tenancy agreements. Although this documentation was essential for eligibility, gathering it consistently proved to be a major operational issue as they did not have streamline Processing in place.
Internal team members were spending a significant amount of time chasing missing evidence, and surveyors and installers were often expected to collect documents during visits to the property. This created clear gaps in the process. If evidence was still missing at the point of survey or installation, team members often had to return to the property afterwards to collect the final documents.
This repeated cycle was costing the company time, money, and administrative resource, while also creating unnecessary friction for the customer whereas with streamline processing the users would not feel antagonised but instead enabled.
To solve the issue, we designed and implemented a dedicated web interface that gave customers a simple, structured way to submit the evidence required for their application.
Through the portal, each client could log in and clearly see exactly which documents they needed to provide and this streamline processing reduced manual actions from the team.
The system allowed them to upload files directly from a computer or simply take a photo on their phone and submit it that way, making the process more convenient and accessible.
Once uploaded, each file was automatically passed into the CRM, where a task was created for the administration team to review and validate the evidence. After validation, the customer received confirmation by text message and/or email to let them know their submission had been accepted.
This created a clear, trackable process for both the customer and the internal team, removing much of the manual chasing and uncertainty that had previously slowed everything down.
The new system significantly reduced the amount of admin time required to manage evidence collection, allowing the team to focus on more valuable operational tasks such as planning surveys and coordinating installations.
It also reduced the number of missing documents at later stages of the process, helping to avoid unnecessary return visits to properties and cutting down on wasted time and travel costs.
By introducing a more structured and user-friendly submission journey, we helped the client turn a fragmented and costly process into one that was efficient, transparent, and far easier to manage.
The outcome was not just a better internal workflow, but a smoother experience for the households applying for support.
