Helen Shacklock Housing Benefits Service 26 October 2004

Helen Shacklock Housing Benefits Service 26 October 2004

Introduction

• Lessons learnt from outsourcing • Current challenges • Current performance • Service planning • Moving into Response Council

Lessons learnt from outsourcing • Contractual Relationship • Operational constraints • Contract Management – Ealing & Vertex • Impact on business • Business culture • Setting clear objectives

Current challenges • Implementation of new system • Data Cleansing • Managing the change • After implementation – Support team – Planned “recovery phase” – Maintaining and improving performance

Current Performance • New Claims • Changes of circumstances • Accuracy • Reception • Call Centre • Outstanding documents (triggers) • Appeals • Progress on BFI Action Plan

Service Planning • Current service plan for Response Channels • Consolidation of action plans • Identifying priorities • Changes to Performance Standards • Forward planning - link to performance standards & CPA • CPA - consolidation/improvement of performance through a period of change

Moving into Response Council • Benefits in tranche 3 • Change Champion and SME’s identified • Business engineering starting in January • PIAT – review of overpayment and debt recovery process (consequence of BFI review).

Improvements for customers • Quicker claims processing • Accuracy of decisions • Shorter waiting times for enquiries • Joint initiative on benefit take-up • Meeting more performance standards