Issue - decisions
Benefits Fundamental Service Review
08/12/2011 - Benefits Fundamental Service Review
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.