Performance
8. Performance - Pay at the right time
Constantly review working practices to refine procedures
8.1 A key measure of performance for Housing Benefit and Council Tax Support, is turn around times of assessments. Both for new claims and changes in circumstances. The Benefit Service carries out benchmarking against other local authorities to ensure it is in the upper quartile and offering value for money.
8.2 Performance targets for the service and individuals are reviewed annually. This is to ensure they are realistic given the available resources and to ensure they enable a high standard of delivered service. This is supported by a robust Performance Management Policy which sets targets for all members of staff and provides improvement plans where appropriate.
8.3 Regular training also assists with efficient processing by the Benefit Assessment team. It also reduces the risk of error.
8.4 Procedures are reviewed regularly to identify efficiencies. The Service works closely with West London Councils to share and implement best practice.
8.5 The Service has implemented a high level of automation across the assessment process to reduce error and increase efficiency. It continues to investigate new opportunities to advance this further, ensuring service standards remain high as funding is reduced.
8.6 The Service’s resources are reviewed annually as part of the budget setting process. This is to ensure there is sufficient capacity to deliver the service. It also considers any potential budget reductions that come from any implemented service efficiencies.
8.7 Performance of the Service is monitored for individuals on a monthly basis. The turnaround times for new claims and changes in circumstances are also monitored by the Service on a monthly basis. They are reported quarterly to Members. Data is submitted to the Department of Work and Pensions on a monthly basis for publication. This allows councils to be benchmarked against each other nationally.