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.