This report explains that it is the Council’s intention to deliver a robust benefits service that achieves upper quartile performance in terms of the time taken to process all claims, reducing the overall cost to the local tax payer, reducing the unit cost of the process and improving the quality of the service to the end user.  To this end the report:-

v     Looks at potential design principles and concepts for the fundamental service review

v     Seeks agreement to the benefits service standards as informed by the customer and stakeholder consultation

The report recommends the Board to:-

1.   Approve the Benefits performance standards as follows -

v                 Process new benefit claims within 14 days

v                 Process changes in circumstances within 10 days

2.      Note the proposed reconfiguration of the service to achieve the efficiency savings in the budget and meet customers’ reasonable expectations.

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

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.