In 2004, Rushmoor Borough Council was experiencing backlogs of work with new claims taking on average 80 days to process.
The Council engaged a consultancy to assist in its re-design of business processes. This work involved the Council identifying all its processes in benefit claims and identifying the delays in the system. New processes were applied with an emphasis on the importance of front line staff receiving and processing all the correct information when ever possible.
Through this, the council is now able to turn claims round in around 20 days on average (unaudited figures). It has shifted resources from dealing with associated problems with delays in claims, such as answering follow-up phone calls and letters. Two staff have been moved to deal with benefit take-up and two are now additional assessment staff.
In relation to the efficiency challenge, what barriers did they encounter?
- Risk aversion
- Service policies
- Staffing issues
- IT systems