Customer Services
REPORT RECOMMENDATION ACTIONS BY WHEN OUTCOME PROGRESS
Introduces a system to capture feedback about the claim form from customers and staff. Best Value Review has looked at and further consultation planned! Jul-04 Analyse results and agree changes  
Ensures that it performs the required management checks on 10% of completed claim forms before the decisions on them are notified to the claimants. Procedures being updated Jun-04 Result of checks  
Enhances the evidence it maintains on these management checks to record  all information in an analysable format                                                    Procedures being updated Jun-04 Result of checks  
Researches and introduces processes to monitor its telephone service to record the volumes of lost calls, call waiting times, number of calls diverted and the number of calls which require a call-back. Current telephone software does not allow this. Develop procedures for manual checking Sep-04 Improved telephone service  
Researches and introduces processes to manage and monitor waiting times for personal callers at all Benefits service public locations                                           Currently measured using a manual system- Draft procedure by Jun- 04    Agree with staff  Sep - 04 Oct-04 Reduced waiting times  
Develops processes to analyse and exploit the telephone and queue information gathered. Procedure required to utilise results Oct-04 Improved service  
Undertakes research amongst customers to identify their needs and expectations in order to inform the Great Access to Great Services strategy of the requirements of the Benefits service. This has already started through the best value review Sep-04 Annual Survey  
Standardise the content and presentation of the information displayed at every public location to ensure that the key messages are clear and that all relevant information is easily visible. Review all posters and leaflets Jun-04 Management checks  
Ensures that all staff who have not yet done so receive formal customer care training and that this training includes the recognition and handling of potentially violent customers and those with special needs.  Identify suitable course and include in overall training plan Sep-04 Better trained staff  
Implements new decision notices at the earliest opportunity that explain the decision, and the reason for it, in plain English and contain the explanations of claimants' rights and responsibilities within the main text of the decision notice. Seek assurances from software supplier that planned changes will be released in April 2004 Jun-04 Better information for claimants resulting in less enquiries  
Ensures that management checks include a check on the structure, content and wording of letters produced by the document image processing system to maintain their quality. Include in list of checks Jun-04 Better letters which improve claimant awareness  
Assesses its services against the requirements of the Disability Discrimination Act. Carry out full assessment and prepare report Aug-04 Meet DDA requirements  
Ensures that any special needs issues identified are formally brought together and actioned and/or monitored as a whole. Assess and implement findings Aug-04 Special needs facilities available  
Informs all staff of the facilities that the Social Inclusion Unit can make available to assist benefits customers. Provide information list for all staff Aug-04 Meet social Inclusion needs  
Publicises the availability of its services for those claimants with special needs. Prepare publicity and distribute Aug-04 Raise awareness of special needs services  
Produces written procedures specifying contact details and arrangements for handling customers with special needs. Prepare procedure Aug-04 Better customer service  
REPORT RECOMMENDATION ACTIONS BY WHEN OUTCOME PROGRESS
Reviews the access and service needs of customers who work and develops an action plan to address identified shortfalls. More consultation to establish need Aug-04 Improved access to service  
Develops a clear system to demonstrate that it acted promptly on information received from Jobcentre Plus to make extended payments or fast-track claims for those who find work. These cases are currently being prioritised but we need to review procedures to ensure they are complete Jun-04 Monitor as part of management checks  
Develops the take-up strategy outlined in its 2003/04 Service Plan to meet the requirements of Performance Standards. Best Value review has looked at this. Joint campaign with other organisations underway Jun-04 Monitor results of campaigns  
Includes benefit take-up as a standing agenda item for the Benefits Forum and also if it can be agreed with them, the Disability and Landlord Forum. Forum meetings being held in March when agreement will be sought Jun-04 Agreed for future meetings Completed - but ongoing
Includes benefit take-up when discussing joint action with Jobcentre Plus and The Pension Service liaison officers. Being developed as part of best value review Jul-04 Leaflet distributed end of March Ongoing process established
Provides all staff with a clear definition of what constitutes a complaint and introduces procedures to ensure that all such complaints are recorded. Draft procedure Jun- 04             Agree with staff Sep - 04 Oct-04 All complaints identified and recorded  
Expands the information it collects when monitoring complaints to include specific reasons and corrective actions. Draft procedure Jun- 04             Agree with staff Sep - 04 Sep-04 All complaints acted on  
Introduces a procedure for capturing verbal and informal complaints that customers do not wish to pursue through the formal complaints process. Draft procedure Aug- 04             Agree with staff Sep - 04 Oct-04 All complaints identified and recorded  
Urgently introduces a procedure whereby all disputes from all sources, including all requests for explanations and reconsiderations and all intentions to appeal, are monitored so that data can be analysed.  Procedures required Apr-04 Prompt and effective resolution of disputes  
Examines and improves the existing monitoring information to establish the reasons for the long delays in responding to requests and to take corrective action as necessary. Procedures required Sep-04 Quicker response to requests  
Urgently introduces policies for dealing with cases that are to be sent to the Appeals service which set out the grounds for determining whether to seek paper or oral hearings, the grounds for whether to attend oral hearings or not and the requirement to review cases before submission to the Appeals Service. Appeals officer now in post, Procedures required - Draft by May -04 Jun-04 Better management of the appeals process  
Empowers the appeals officer(s) to check the progress of explanations and reconsiderations where the monitoring data indicates the need for this to ensure the overall effectiveness of the appeals process. Training & Appeals Officer has full responsibility for all appeals Apr-04 Improved appeals process Completed
         
BEST VALUE        
Poor phone access Technical issues with numbers Mar-04 less calls going to wrong place Completed
  Internal practice Mar-04 on-going consultation with users Completed & monitoring in place
  Calls put through incorrectly by Customer Services Apr-04 less calls going to wrong place Completed & monitoring in place
BEST VALUE        
  Allow Revenues to set messages in busy periods May-04 Messages used effectively  
  Monitor effects of the above Jun-04 then quarterly less calls lost more calls answered in 14 seconds  
  Review phone team approach or the use of Freephone Oct-04 Introduction, or not, of new initiatives  
  Review specification for phone system at Sandown Dec-04 Specification in place - work towards achieving it  
Better information Clarity over who to contact Jun-04 on-going consultation with users  
Availability and quality of information Where & how to provide information Feb-04 + ongoing on-going consultation with users  
  More explanations of information required Jul-04 on-going consultation with users  
  Advertising - access points & times Mar-04 More use of offices other than Sandown & Newport  
  Different languages  & formats Oct-04 Translators, translations & other formats available at each office  
  Develop better Customer perceptions of the service on-going on-going consultation with users  
  Investigate the viability of more home visits Oct Clarity over the need for home visits  
Investigate Benefits being taught in school under Citizenship Work with High Schools, and with Connexions / Police  May-04 + ongoing Better knowledge of Benefits among young people  
Increase the level of take-up  Review the success of the PR campaign Jun-04 + ongoing Increased applications Nos attending events  
Web-site & e-applications         Training in Conman May-04 training done  
  Basic information on-line Jul-04 Web-site up and running  
  Publicise the web-site Jul-04 No of hits  
  Further development of the web-site Oct-04    
BEST VALUE        
Improve the Application form Investigate the development of more than 1 form Sep-04 All forms available at each office  
  Change layout to fit screen input Dec-04 Staff consultation  
  Signage - "Don't leave without a receipt" Apr-04    
Evidence / proof required Evaluate the use of secure envelopes v recorded delivery Jun-04    
  FAB team pilot to collect proofs Mar-04   Completed
Extended opening hours Consider extending in evenings & Sat am Jun-04 user consultation & no. of visits in extended hours  
Improve the Help Centres Better facilities Oct-04 More use of offices other than Sandown & Newport  
  Wider use of staff Apr-04 Staff consultation  
Reduced waiting times Monitor the waiting times Jul-04 Monitoring results  
More interim payments Introduce procedures to achieve this May-04 21 day turnaround will reduce numbers affected  
Estimate of possible Benefit Agree a common calculator Apr-04   Completed
  Training for landlords and support agencies Jun-04 Eventually less arrears for HA's  
  Available on web-site Aug-04 Number of hits  
Ongoing consultation Annual satisfaction survey each year Survey results  
  3 yearly BVPI survey Jun-04 Survey results  
  Benefits & Landlords Forums on-going Nos attending Review of effectiveness  
Communication - Greater use of e-mails Mar-04 user consultation Completed
  Testing Sep-04 on-going consultation with users