Overpayments
BFI REF REPORT RECOMMENDATION ACTIONS BY WHEN OUTCOME PROGRESS
8.21 Reviews current policies and procedures to ensure they reflect current legislation and the Department’s debt management guidance. Review and update overpayment policy and procedures Jun-04 Up to date procedures Completed
8.21 Introduces performance targets that cover all areas of overpayment work. Perofrmance monitored monthly Jun-04 Improved recovery rate Completed
8.21 Makes all its documented policies and procedures readily accessible to staff. Each team have their own copyn with copy on acrobat accessible to all Jun-04 Greater understanding of role Completed
8.21 Provides specific training for staff involved in overpayments recovery and debt management. Training agreed for 7 July - monitoring arrangments put in place Sept.04 Improved recovery rate Completed
8.27 Sets a target to reduce the number of cases that result in a local authority error classification. Target set as part of accuracy BVPI May-04 Monitor for reduction in amounts on subsidy claim Completed
8.27 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. System reports required to identify breakdown Jul-04 Reduction in number of overpayments, training needs identified Completed
8.31 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
8.39 Provides additional training and written guidance to staff on local authority error overpayments. Training agreed for 7 July 2004 Jul-04 Less overpayments Completed
8.39 Formally records on its Benefits IT system all decisions whether an overpayment is recoverable and from whom and factors that support the decision.  Overpayment letters with resons why they are recoverable are held on the Dip system Apr-04 Improved customer service Completed
8.45 Ensures that all decision notices tell the claimant whether the overpayment is recoverable and why the overpayment is recoverable. Included in letters from the DIP system. New SX3 letters to be implemented by september By Sept 04 Better service for customers Ongoing
8.49 Identifies through management checking why overpayments are being incorrectly classified and takes corrective action Management chekcs in place, additional training 7 July Jul-04 Increased subsidy Completed
8.49 Ensures that there is a clear audit trail for all overpayment classifications and the reasons for them. Included in the SX3 software and on letters held on the DIP system Jun-04 Improved customer service Completed
8.68 Sets a budget to achieve top quartile performance against Best Value Performance Indicators. Additional resources allocated from Feb 2004 Sept.04 Improved service quality Completed
  REPORT RECOMMENDATION ACTIONS BY WHEN OUTCOME PROGRESS
8.68 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 Jun-04 Better overpayment recovery Completed
8.68 Prioritises fraud overpayments to enable them to be pursued vigorously. Procedure to be prepared by Investigation Supervisor Apr-04 Improved recovery rate Completed
8.68 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 Ongoing
8.84 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 Sept.04 Reduced levels of debt Ongoing
8.84 Undertakes regular and systematic monitoring of all debt to ensure that appropriate and timely action is being taken. Monthly report of all oustanding overpayments Jun-04 Improved recovery rate Completed
8.84 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 Included in the debt management policy with monthly monitoring of levels of debt. Jun-04 Improved performance information Effectiveness of current arrangements being reviewed - new monitoring reports being tested
           
  Best Value Review        
  Revise procedures to Improve collection of sundry debt Review Customer Accounts role Apr-04 Less outstanding debt Completed