Overpayments

REPORT RECOMMENDATION

ACTIONS

BY WHEN

OUTCOME

PROGRESS

Reviews current policies and procedures to ensure they reflect current legislation and the Department’s debt management guidance.

Commenced work with PIAT to develop plans - 23 Feb 04

June.04

Up to date procedures

In progress

Introduces performance targets that cover all areas of overpayment work.

Commenced work with PIAT to develop plans - 23 Feb 04

June.04

Improved recovery rate

Already in place as a BVPI but needs expanding

Makes all its documented policies and procedures readily accessible to staff.

Each team have their own copy

June.04

Greater understanding of role

In progress

Provides specific training for staff involved in overpayments recovery and debt management.

Training schedule to be agreed and monitored

Sept.04

Improved recovery rate

In progress

Sets a target to reduce the number of cases that result in a local authority error classification.

Commenced work with PIAT to develop plans - 23 Feb 04

May-04

Monitor for reduction in amounts on subsidy claim

In progress

Introduces monitoring arrangements that systematically collect and analyse information about the types of overpayments that occur and link this to training needs both on an individual and corporate level.

Commenced work with PIAT to develop plans - 23 Feb 04

Jul-04

Reduction in number of overpayments

Ensures that changes of circumstances likely to result in an overpayment are identified and the gross overpayment is processed on average within 7 days following receipt of all relevant information. Where possible, these should be processed before the next benefit payment date following the date of change.

Part of the overall improvement plan to improve processing times, In place from 1 April 04

Apr-04

Reduction in number of overpayments

Completed

Provides additional training and written guidance to staff on local authority error overpayments.

Commenced work with PIAT to develop plans - 23 Feb 04

Apr-04

Less overpayments

In progress

Formally records on its Benefits IT system all decisions whether an overpayment is recoverable and from whom and factors that support the decision.

Procedure needed with proforma on Dip system

Apr-04

Improved customer service

In progress

Ensures that all decision notices tell the claimant whether the overpayment is recoverable and why the overpayment is recoverable.

New notification letters in software due early April

Awaiting SX3 software changes

Better service for customers

In progress

Identifies through management checking why overpayments are being incorrectly classified and takes corrective action

Commenced work with PIAT to develop plans - 23 Feb 04

May-04

Increased subsidy

In progress

Ensures that there is a clear audit trail for all overpayment classifications and the reasons for them.

Procedure needed

Jun-04

Improved customer service

In progress

Sets a budget to achieve top quartile performance against Best Value Performance Indicators.

Additional resources allocated from Feb 2004

Sept.04

Improved service quality

In progress

REPORT RECOMMENDATION

ACTIONS

BY WHEN

OUTCOME

PROGRESS

Produces a policy on the approach that Isle of Wight Council will take to overpayment recovery

All procedures to be reviewed, working with PIAT to develop plans

Apr-04

Better overpayment recovery

In progress

Prioritises fraud overpayments to enable them to be pursued vigorously.

Procedure to be prepared by Investigation Supervisor

Apr-04

Improved recovery rate

In progress

Introduces and systematically reports to Members and senior officers on the amount of benefit overpayment debt:

Include as part of overall reporting of progress on action plan and BVPI's

Oct-04

Improved performance information

In progress

Defines and publicises a formal strategy for continuous improvement in reducing the level and age of HB debt and link this to the overall strategic vision of the council.

Procedure required

Jun-04

Reduced levels of debt

In progress

Undertakes regular and systematic monitoring of all debt to ensure that appropriate and timely action is being taken.

Commenced work with PIAT to develop plans - 23 Feb 04

Jun-04

Improved recovery rate

In progress

Sets targets for a reduction in the level and amounts of inactive debt, and undertakes an annual review of outstanding debt to determine whether write-off action would be appropriate

Commenced work with PIAT to develop plans - 23 Feb 04

Jun-04

Improved performance information

Effectiveness of current arrangements being reviewed

Best Value Review

In progress

Revise procedures to Improve collection of sundry debt

Review Customer Accounts role

Apr-04

Less outstanding debt

In progress