This report will seek agreement to the principles for redesigning the Benefits Service following the review of the service and consultation with customers and stakeholders.

The Head of Customer Services submitted a report (previously circulated, now appended) updating the Board on the ongoing review of the Benefits Service.

Resolved to:-

(1)   Approve the Benefits performance standards as follows:-

                                                              i.      To process new benefit claims within 14 days

                                                            ii.      To process changes in circumstance within 10 days;

(2)   Note the proposed reconfiguration of the Service to achieve the efficiency savings in the budget and meet customers’ reasonable expectations; and

(3)   Note that the processing of new benefit claims in 2010/11 was in the top quartile for performance nationally according to the Department of Work and Pensions and that this position had been maintained in Quarter 1 of 2011/12.