Digital MPs

Understanding casework

We mapped out the journey of a case to show the complexity and stages involved.

MPs are often contacted by constituents as a last port of call in an urgent situation. Their issue often relates to other organisations such as local authorities, health trusts and citizen advice services. This example shows the case of Priyah, a parent of a child with a disability. Priyah has received a bill from the council that she has previously been exempt from paying.

Experience map introduction: An image showing Priyah, a single mother aged 42 whose son has a disability. Priyah receives a request for spare room subsidy, which she has previously been exempt from paying
Experience map: Priyah receives a bill from the council

She is unable to prove to the council that she is exempt from paying, and contacts her MP. She can contact her MP in different ways, but in this case attends the MP’s local surgery.

Experience map: An image showing that Priyah contacts her council, and then her MP by choosing to attend a surgery
Experience map: Priyah can contact her MP in a range of ways

After the surgery visit, a caseworker in the MP’s team meets Priyah and together they agree how to move forward on the issue.

Experience map: An image showing that a caseworker is assigned to meet with Priyah to decide on the best course of action.
Experience map: Priyah meets with a caseworker to agree the best approach.

The caseworker manages the case with support from the MP, working with other organisations to resolve the case. This includes emails and correspondence and time waiting for a reply, which can take three weeks. These replies must be chased when other organisations fail to respond.

Experience map: An image showing how the caseworker and MP correspond with other organisations to resolve Priyah's case.
Experience map: Priyah's caseworker and MP correspond with other organisations to resolve her case.

Once communication is received, the caseworker checks all the details until the case is resolved.

Experience map: An imahe showing that communication resolving the case is received by the MP and checked by the caseworker.
Experience map: The caseworker checks communication to resolve the case.

The caseworker then contacts Priyah to let her know the outcome. A record is kept of the case for future reference.

Experience map: An image showing that the caseworker contacts Priyah to let her know the outcome. She feels it is a fair resolution, the case is closed and a record is kept.
Experience map: Priyah meets with the caseworker to agree the resolution, and a record is kept.