BEST VALUE REVIEW
Internal Issues
REPORT RECOMMENDATION	ACTIONS	BY WHEN	OUTCOME	PROGRESS
			Effectiveness of most of the actions will be measured by on-going staff questionnaire	In progress
Address the Sickness issue	Raise awareness, develop procedures, monitor progress	Jun-04	Reduced sickness levels	In progress
	Look at long-term sickness on individual basis	Jun-04		In progress
	Apply return to work procedures	Mar-04		Already in place
	Investigate stress audit	Sep-04
Flexi-system	Apply the corporate rules uniformly	Mar-04		Completed
Training	Communicate Jenny's role			Completed
	Individual training issues	Jun-04 + ongoing	days of training  + training evaluation + results of management checks - less errors, less complaints	In progress
What info can be shared with other sections / organisations	Develop clear rules for staff	Jun-04		In progress
Internal communications	Fixed dates for team meetings & PDP's	Apr-04	Monthly meetings with regular agenda items	Completed
	Continue with e-mail updates	On-going	No. Sent	In progress
	Away day	On-going		In progress
	Ongoing consultation & staff involvement	On-going
Working relationships	Develop a more open & honest atmosphere	On-going
Personnel rep for Sandown	Allocate Avril as the personnel rep	Already in place		Completed
Closer working with other IWC sections	Improved procedures with customer accounts & homeless sections	Apr-04
	Training	Apr-04 + ongoing		Plan being developed in response to requests
	Role of other forums	Jul-04
	Sharing information	Sep-04
Changing workloads	Restructure	Apr-04		In progress
	Assess the use of temps	Apr-04
Changing workloads	Home working - consider options	Possible May bid		In progress
	Home working - staff awareness/consultation	May-04		In progress
	Consider Benefits staff working in C Tax	Oct-04		In progress
	Assess the impact of data matching & loss of renewals	01-Mar		Completed
	Assess the possible impact of the Pathfinders project(no payments to landlords etc)	ongoing		In progress
				In progress
Issues raised during the review, but not acted on
Too many forms of id required	Must have a national Insurance No. but not seen as a major issue
Take support workers evidence of proof of identity etc	Not possible, but can do more training
HA tenants have to provide proof of rent + amount of Ctax	Not true for council tax - an awareness issue
Cross-check info with library cards / WL cards etc	No saving as Benefits would still need the basic evidence
Develop staff specialisms (young, old , hard of hearing)	Difficult to organise & better to be generalists
Named member of staff for an individual claimant	Not practical  - would inhibit quality service
Single help point for all Benefits	A long-term aim, but not feasible with current resources
Fast track for genuine eviction cases	Very few of them, and felt that new prioritisation processes make it unnecessary