Case Study - Wealden District Council Business Process Management www.des n.co.uk The Challenge Helen Steele, Manager of the Benefits Service at Wealden Council explains, “As a council service we have a responsibility to our citizens and the government to ensure that we follow proven and robust procedures to process Housing Benefit.” “Unfortunately this can stifle the desire to test new and innovative ideas for delivering the service; especially if the changes are difficult to roll back and have the potential to disrupt service delivery if they go wrong. Furthermore changes to the scheme itself also have the potential to disrupt service delivery if not implemented carefully.” “We needed a robust and proven approach to evaluate, and if required modify, initiatives befor

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