Lambeth Council
Mosaic Social Care System - Discovery Findings
Finance Configuration
& Process Review
Discovery Overview
Purpose, scope and engagement approach
Purpose & Methodology
🎯 Discovery Objectives
Comprehensive review of how Lambeth Council uses the Mosaic Social Care and Finance system for Adults' and Children's services payments, including supplier, carer, and individual payments, as well as adults' financial assessments and billing. Focus on identifying opportunities for improvement in both operational processes and system configuration.
📊 Approach
- Mosaic system configuration analysis
- Process mapping and review
- Team workshops (purchasing, payment, billing)
- One-on-one sessions with SMEs and directors
- Review of previous audit findings (June 2025)
- Analysis of current pain points and risks
🗓️ Timeline
Discovery Period: July - September 2025
- July: Initial workshops and data gathering
- August: Deep-dive analysis and SME sessions
- September: Findings synthesis and recommendations
👥 Stakeholder Engagement
30+ stakeholders consulted across Adults Finance, Children's Finance, Corporate Finance, Brokerage, IT, and Senior Leadership including Corporate Directors of Finance, Children's Social Care, Adult Social Care, and Integrated Commissioning. Multiple workshops and 1:1s with finance officers, accountants, group managers, and operational teams.
Children's: Placements (fostering, residential), purchasing processes, payment cycles, overpayment management
Cross-cutting: System configuration, reporting, interfaces (CM2000, Kefron, Oracle), and governance
Current State: Key Issues
Significant operational and financial risks identified
Critical Challenges Impacting Operations
🔴 Financial Risk
Significant debt management issues, loss of income from delayed/inaccurate financial assessments, and overpayment risks particularly in high-cost Children's placements.
⚙️ Process Complexity
Overly complex, manual processes across multiple systems (CM2000, Kefron, Oracle, bespoke "black box"). Heavy reliance on spreadsheets and manual checks creating bottlenecks.
👥 Unclear Accountability
Fragmented responsibilities across Adults, Children's, and Corporate Finance teams. Several hundred open resident queries with no clear ownership.
📊 Limited Visibility
Fragmented reporting, limited access to Mosaic reports, and no proactive dashboards. Reduces oversight and control of critical financial activity.
Proposed Solution
Comprehensive modernization programme across 28 workstreams
Four Strategic Themes
💰 Streamline Payments & Suppliers
- Implement Mosaic Provider Portal to replace CM2000 homecare system
- Automate client contributions
- Retire "black box" application
- Enable remittance emails from Mosaic
👔 Clarify Roles & Operations
- Develop Target Operating Model
- Automate Financial Assessment (FA) annual uplifts
- Review end-to-end Financial Assessment process
- Create dedicated Payments & Billing teams
⚙️ Optimize Mosaic Configuration
- Simplify purchasing elements
- Rationalize payment cycle types
- Review report permissions
- Implement Power BI dashboards
🌐 Improve Resident Engagement
- Enhance digital Financial Assessment portal
- Integrate with Mosaic APIs
- Reduce manual data entry
- Improve billing transparency
Expected Benefits & ROI
Quantified efficiency gains and financial improvements
Business Case for Investment
⏱️ Estimated Annual Time Savings
Staff days reclaimed per year through process automation, reduced manual interventions, and streamlined workflows across finance teams.
💷 Financial Impact
Estimated annual benefit from improved income collection, reduced bad debts (modest 2.5% improvement), and minimized overpayments.
Key Benefit Areas
Risk Reduction
Better debt management, accurate billing, reduced overpayments, and stronger financial governance across high-value placements and packages.
Operational Efficiency
Elimination of manual processes, reduced IT dependencies, faster invoice processing, and streamlined payment cycles benefiting all stakeholders.
Enhanced Experience
Improved supplier/carer communications, clearer resident billing, reduced query volumes, and better digital self-service capabilities.
Delivery Approach & Timeline
Phased implementation over 12 months
Indicative Programme Timeline
Decision Required
- Approve the programme to proceed with full implementation
- Confirm prioritization of High vs Medium priority workstreams
- Assign programme governance and dedicated SME resources
- Release budget for specialist delivery and TAG interface work