Annual Report and Accounts 2009-10 - Welfare Reform impact ...

Delivering a high quality service
to our users that achieves key
performance targets.
Strategic aim 1
We took giant steps towards excellence in service delivery for
our users this year. A number of key changes have improved our
service, and a comparison of our delivery performance against
our targets illustrates just how well we have done.
Significant changes throughout
the ILF this year led to some real
improvements in how we operate.
The two pillars of our success
were the restructuring of our
delivery service and a streamlining
of our processes.
Our internal service delivery teams
were restructured in alignment
with local Government regions
– making it easier for us to link
more fully with our local authority
partners and provide a more locally
responsive service.
Our new streamlined application
process – rolled out across the whole
organisation – had an immediate
impact, cutting the time for new
applications by a third.
Applications are now processed in
approximately eight weeks, down
from 12 weeks at the beginning of
the year. Applications times were as
high as 14 weeks in January 2009.
For the first time this year new
users also benefited from an
additional application review
stage after six months.
The new half-year review, carried
out in addition to the two-yearly
review, allows our assessors to
make sure we are doing all we can
for our users at an earlier stage.
It also helps us identify potential
over-payments more quickly.
A new IT system is currently being
introduced to allow assessors to
access the ILF system remotely.
Assessors will be able to upload and
download reports and information.
This web-based portal will speed
up response times, increase data
security and reduce mistakes – the
online form leads assessors clearly
through the process.
We continue to monitor and
appraise our work to maintain and
improve our standards. This year
we introduced additional checks of
the work of more than 80 assessors.
Assessors are observed during
user visits. The appraisal covers
knowledge and application of ILF
policy, professional competence
and communication skills.
Phone calls and user
meetings in 2009-10
185,300.
Emails received and
dealt with in 2009-10
165,000
User payments
processed
281,000
13 Annual Report and Accounts 2009-10