1 Introduction
1.1 In July 2010, the Audit Commission conducted a Benefits Service Inspection of Oldham Metropolitan Borough Council. One of the recommendations arising from this inspection (recommendation 5) highlighted the need to “clarify the strategic aims for the service and its priorities for improvement over the next three years.” This Benefits Service Strategy is the result of this recommendation.
1.2 This Benefits Service Strategy supports the council in delivering its corporate objectives as outlined in the Corporate Plan 2009-13, in particular to deliver corporate objective 4, to deliver services of choice.
1.3 This Benefits Service Strategy sits under the council’s Customer Service Strategy 2009-13 and supports the council to deliver on the objectives outlined within it.
1.4 The Benefits Service Strategy will support the council through service transformation, as the council adapts its benefits service in line with government proposals for change to the calculation and administration of benefits, as outlined the white paper Universal Credit: welfare that works, which is anticipated for implementation in 2012-2013.
This Benefits Service Strategy is subject to regular review and update to ensure that it aligns with government proposals and council objectives.
1.5 Oldham Metropolitan Borough Council’s benefits service is delivered by Unity Partnership, together with the council’s Exchequer Client team.
2 Our vision for the Benefits Service
2.1 Services of choice
2.1.1 Our benefits service was rated as “fair” with “promising” prospects for improvement by the Audit Commission. To meet the challenge of improvement, our benefits service must align with the goals for improvement set out in our corporate objectives, in our Corporate Plan 2009-13, focusing on our objective to deliver services of choice.
2.2 Vision
2.1.1 In line with our Customer Service Strategy 2009-2013, our benefits service will improve by offering customers:
- A range of access channels providing greater choice and convenience
- Increased resolution of queries as the first point of contact
- Improved quality of service delivers through a consistent approach to delivery
- More proactive personalised services to address their needs
- Increased opportunity to provide feedback and insight to improve overall service, with Page 3 Benefits Service Strategy 2010-2013 08/03/2011 increased assurance that we are listening and responding.
2.3 Achieving our vision
2.1.2 To be successful in delivering our plans for transforming our service delivery, we need to deliver:
- Accessible and responsive service
- Quality services that are valued
- A one place approach to service delivery.
3 Corporate objective 4.1 – Accessible and responsive services
3.1 Achieving accessible and responsive benefits services
3.1.1 The benefits service will help to fulfil our corporate objective 4.1 to provide accessible and responsive services by:
- Increasing the number of benefits services accessible via the telephone through a single point of contact
- Improving access and reach of the benefits service by enhancing face to face provision
- Extending the hours of operation based on customer need
- Improving our online services
- Improving the quality of the benefits service based on customer feedback
- Being recognised as performing strongly in relation to the National Equality Standard by 2012.
4 Corporate objective 4.2 – Quality services that are valued
4.1 Creating quality benefits services that are valued
4.1.1 The benefits service will help to fulfil our corporate objective 4.2 to provide quality services that are valued by:
- Increasing the number of times we get it right first time and therefore reduce the numbers of times when people have to contact us unnecessarily (reducing avoidable contact)
- Achieving a 4% efficiency target for each of the years in the plan period
- Increasing the percentage of Oldham residents who are satisfied with the benefits service. Page 4 Benefits Service Strategy 2010-2013 08/03/2011.
5 Corporate objective 4.3 – One place approach to service delivery
5.1 Delivering a one place approach to benefits service delivery
5.1.1 The benefits service will help to fulfil our corporate objective 4.3 to provide a one place approach to service delivery by:
- Working with our partners to deliver joined up benefits service that meets customer need.
6 Conclusion
6.1 This document sets out our ambitions for improved and enhanced benefits service delivery over the period of the council’s Corporate Plan. We recognise our responsibility to provide excellent services and value for money to the people of Oldham.
6.2 It is everyone’s responsibility – leaders, managers, partners, officers and customers – to help make this a reality, so that we can work together to deliver a benefits service that makes a difference to people’s lives. We will therefore invest in training and development to ensure that our leaders, managers, partners and officers are well placed to deliver excellent customer service and benefits provision, through a benefits service that improves the quality of life of the people of Oldham.