IEG4 Limited

New Claim Suite for Housing Benefits & Local Council Tax Support

The IEG4 eClaim for New Claim (Housing Benefit) and Local Council Tax Support is an intelligent online service that enables Councils to channel shift citizens requiring assistance paying their rent and or Council Tax.
The forms integrate with the three main back office systems and the mainstream EDMS solutions.


  • Built 'mobile-up' - works on smartphones, tablets, PCs etc
  • Content is editable by the Council
  • Online evidence upload during and after submission
  • Email receipts and reminders are given
  • Smartlink potential - autocompletion of other forms
  • Provides a compelling user experience
  • Integrates with 'big three' back office systems
  • Integrates with all mainstream EDMS systems
  • Smarter RBV integration is available


  • Any device working means maximisation of available channel shift
  • Editable content means quicker implementations
  • Online evidence removes need and cost of scanning
  • Email receipts and reminders remove need/cost of writing out
  • Compelling user experience ensures rapid uptake of service
  • Easy and quick to complete, and accurate on submission
  • Integration to back office/EDMS removes need to scan and re-key
  • Smartlink auto-completion of other forms saves time
  • Smarter RBV integration means less time spent verifying
  • Smarter RBV integration means reduction in fraud


£13200 to £63000 per licence per year

Service documents

G-Cloud 9


IEG4 Limited

Paul Tomlinson

+44 1625 584850

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Public cloud
Service constraints None.
System requirements Access to the internet via a modern browser

User support

User support
Email or online ticketing support Email or online ticketing
Support response times All tickets are acknowledged in the day they are raised the promptness of action as a result of the ticket is dependant on the severity of the business impact of the issue.
User can manage status and priority of support tickets No
Phone support Yes
Phone support availability 9 to 5 (UK time), Monday to Friday
Web chat support No
Onsite support Yes, at extra cost
Support levels Standard help-desk hours are Mon-Fri 9 - 5 excl. UK Public Holidays. There are three defined sub-sets of fault:- “Category A” - a fault which makes the Software unusable. Target response time two hours; target resolution 24 hours “Category B” - a Fault which has a material effect upon the functionality, accuracy or performance of any function of the Software upon which Customer relies. Target response time of four hours; target resolution 48 hours. “Category C” - a minor or cosmetic Fault. Target response time four hours; target resolution seven days.

Support is include in the annual cost.

We do not provide a technical account manager or cloud support engineer.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Online training, user documentation and telephone support will be used.
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction JSON extracts of all data provided.
End-of-contract process JSON extracts of all date provided at no additional cost.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 10+
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service None
Accessibility standards None or don’t know
Description of accessibility IEG4’s form technology is comprised of HTML, CSS, and javascript that underpin the internet standards. The forms can be read using screen readers and provide support for:

High Contrast options
Text resizing
Multiple language support
Accessibility testing The forms have been tested with JAWS and other screen readers.
Customisation available Yes
Description of customisation Text on forms can be customised by users and translations can be added.

Only users with the appropriate permissions can do this.

The customer is responsible for administering user permissions.


Independence of resources Azure provides the isolation between our infrastructure and other azure users. Within our azure infrastructure each of our customers database has its own guaranteed performance level via the service quota inbuilt into Azure. The same applies to web sites, where customer share a website we monitor the usage and can scale up/out as demand increases. Users with bigger demands are placed on their own dedicated server.


Service usage metrics Yes
Metrics types Usage statistics (review)
Reporting types Reports on request


Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Baseline Personnel Security Standard (BPSS)

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
User control over data storage and processing locations Yes
Datacentre security standards Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency At least once a year
Penetration testing approach Another external penetration testing organisation
Protecting data at rest Encryption of all physical media
Data sanitisation process Yes
Data sanitisation type Deleted data can’t be directly accessed
Equipment disposal approach Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

Data importing and exporting
Data export approach For users of electronic forms data collated can be sent as XML or PDF of form image. Each graphical report data van be exported as CSV. Off boarding data is supplied in JSON.
Data export formats
  • CSV
  • Other
Other data export formats
  • XML
  • JSON
Data import formats Other

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
Data protection within supplier network Other
Other protection within supplier network Microsoft Azure includes a robust networking infrastructure to support application and service connectivity requirements. Network connectivity is possible between resources located in Azure, between on-premises and Azure hosted resources, and to and from the Internet and Azure.

Availability and resilience

Availability and resilience
Guaranteed availability Availability Percentage for the relevant Service of 99.5% in each whole Month.
Service Credit of one twelfth of one percent of the annual Fees payable for the relevant Service for each 1% by which the Availability Percentage for that Service fell below the Availability SLA in the relevant Month, subject to a maximum.
Approach to resilience Services provided against SLA with Service Credits, hosted in Microsoft Azure which has certification to store and process UK OFFICIAL government data.

A process for the development and maintenance of a Services Continuity Management (SCM) is in place for the Azure environment. The process contains a strategy for the recovery of Azure assets and the resumption of key Azure business processes. The continuity solution reflects security, compliance and privacy requirements of the service production environment at the alternate site
Outage reporting Public dashboard.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication Username or password
Access restrictions in management interfaces and support channels Functionality within applications is restricted by user groups. A users username and password has one or more associated groups which limits their functionality access.
Access restriction testing frequency Less than once a year
Management access authentication Username or password

Audit information for users

Audit information for users
Access to user activity audit information You control when users can access audit information
How long user audit data is stored for At least 12 months
Access to supplier activity audit information No audit information available
How long system logs are stored for Less than 1 month

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 BSI
ISO/IEC 27001 accreditation date 21/07/2015
What the ISO/IEC 27001 doesn’t cover Services outwith Microsoft data centres.
ISO 28000:2007 certification No
CSA STAR certification Yes
CSA STAR accreditation date 29/09/2016
CSA STAR certification level Level 3: CSA STAR Certification
What the CSA STAR doesn’t cover Services outwith Azure datacentres.
PCI certification No
Other security accreditations No

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance accreditation No
Security governance approach A clearly identified, and named, representative who is responsible for the security of the cloud service. Access to cloud service is limited by role and necessary requirements to provide the service.
Information security policies and processes Access to cloud services is restricted by role and controlled by our development director, who has direct escalation procedures to the Managing Director.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach We have release and source control process's to manage cloud service provision and change management.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach Microsoft Antimalware for Azure cloud services is a real-time protection capability that helps identify and remove viruses, spyware, and other malicious software.
Distributed denial-of-service defenses. To protect its cloud services, Microsoft provides a distributed denial-of-service (DDoS) defense system that is part of the Azure continuous monitoring and penetration-testing processes. Azure uses standard detection and mitigation techniques such as SYN cookies, rate limiting, and connection limits to protect against DDoS attacks
Protective monitoring type Supplier-defined controls
Protective monitoring approach Relevant sources of information relating to threat, vulnerability and exploitation are monitored. Microsoft’s Security Response Center (MSRC) regularly monitors external security vulnerability awareness sites. As part of the routine vulnerability management process, Microsoft evaluates our exposure to these vulnerabilities and leads action across Microsoft to mitigate risks when necessary.
This is in compliance with ISO 27001. “Control of technical vulnerabilities” is covered under the ISO 27001 standards, specifically addressed in Annex A, domain 12.6.
Incident management type Supplier-defined controls
Incident management approach Microsoft has developed robust processes to facilitate a coordinated response to incidents if one was to occur and contractual obligations in the Data Processing Agreement require Microsoft to notify customers promptly in the event of a breach affecting their data. The process is validated through the ISO 27001 audit provisions provided by the service. Security incidents may include, but are not limited to: e-mail viruses, malware, worms, denial of service attacks, unauthorized access, and any other type of unauthorized, or unlawful activity involving Microsoft computer networks or data processing equipment.

Secure development

Secure development
Approach to secure software development best practice Supplier-defined process

Public sector networks

Public sector networks
Connection to public sector networks No


Price £13200 to £63000 per licence per year
Discount for educational organisations No
Free trial available No


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