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

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We also continue to broaden our staff’s understanding of the needs of our users. Each year we give 25% of our service delivery staff the chance to accompany our assessors on visits or to work with a local disability organisation. Over the years, the ILF has established many links with disability groups. In particular, we work closely with Portland College, the specialist residential college for people with disabilities and learning difficulties. This year we have also introduced work placements at the ILF for disabled people, giving them valuable work experience and also helping our staff understand first-hand the challenges facing disabled people. Overall, we continually strive to deliver a high quality service to our users. Indeed, we now bear the Customer Service Excellence standard following assessment this year. This Government standard for public service bodies is a replacement for the Charter Mark. How have we performed? Our figures for the year show our high level of achievement and prove that we are operating substantially better than our targets. Measure Target 2009-10 Application clearance 10 weeks User visit clearance 12 weeks Review clearance 12 weeks 2009-10 2008-09 Target for 2010-11 8.7 weeks 10.0 weeks 10.3 weeks 12.9 weeks 12.9 weeks 12.4 weeks 10 weeks (from application to offer) 12 weeks (from visit referral to review outcome) 11 weeks (from initial contact to outcome) Award accuracy 95% 98.7% 95.9% 96% (at pre-authorisation stage) User satisfaction 90% 94.1% 90.1% 90% (rated ‘good’ or ‘excellent’) 14 Independent Living Fund (2006)
Strategic aim 1 Our application clearance is a key achievement. But our results reflect significant improvement all round, driven by better management and the new systems introduced last year across all parts of the business. Performance against all our targets is regularly reviewed in detail to ensure that we remain focused and identify further improvements in our systems and processes. Upcoming improvements – such as a new diary system – aim to reduce internal process times even further. This year we took significant steps towards including disabled people more widely in helping develop our policies. We also worked closer than ever before with local authority partners and our sponsoring Department, DWP. After 21 years in business, we understand what independent living means for disabled people. Our national perspective is a unique feature of how we help disabled people live independently across the whole of the UK. Whilst our core business as service provider remains the same, increasingly we are using our knowledge and experience in driving forward the wider social care agenda. This year we took significant steps forward to include disabled people more widely in helping develop our policies. 15 Annual Report and Accounts 2009-10
Page 1 and 2: Independent Living Fund (2006) Annu
Page 3 and 4: Independent Living Fund (2006). Ann
Page 5 and 6: Contents. About us 4 Engaging effec
Page 7 and 8: 5 Annual Report and Accounts 2009-1
Page 9 and 10: A message from the Chairman and the
Page 11 and 12: Our values and behaviours. The ILF
Page 13 and 14: 11 Annual Report and Accounts 2009-
Page 15: Delivering a high quality service t
Page 19 and 20: A new advisory group supports our T
Page 21 and 22: Strategic aim 2 At the event, we la
Page 23 and 24: Strategic aim 3. Engaging proactive
Page 27 and 28: Strategic aim 4 Finally, our commit
Page 29 and 30: Audit service The Comptroller and A
Page 31 and 32: Strategic aim 5 Business continuity
Page 33 and 34: Increasingly, the experiences and n
Page 35 and 36: The ILF prides itself in placing us
Page 37 and 38: Introducing the people behind the I
Page 39 and 40: Introducing the people behind the I
Page 43 and 44: Trustees’ appointments, training
Page 45 and 46: Management Commentary • Biannual
Page 47 and 48: Management Commentary The ILF reque
Page 49 and 50: Statement of Accounting Officer’s
Page 51 and 52: • to be appraised by the Chief Ex
Page 53 and 54: Remuneration Report for the year en
Page 63 and 64: Capacity to handle risk Whilst ever
Page 65 and 66: Statement on Internal Control for t
Page 67 and 68:
Statement on Internal Control for t
Page 69 and 70:
The Certificate and Report of the C
Page 71 and 72:
The Certificate and Report of the C
Page 73 and 74:
Statement of Financial Position as
Page 75 and 76:
Statement of Cash Flows for the yea
Page 77 and 78:
Transferred Assets Reserve - relate
Page 79 and 80:
In the current year the FReM includ
Page 81 and 82:
Notes to the Accounts for the year
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Published by TSO (The Stationery Of
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