The Benefit Fraud Inspectorate has today published an inspection report on St Edmundsbury Borough Council. It concentrates specifically on customer care and processing claims.
In the report, the inspectors acknowledge improvements have been made to the service, with particular note given to the speed with which new claims are processed. This reduced from 44 days in August 2005 to 25 days by December and compares with a Department for Work and Pensions (DWP) standard of 36 days. The inspectors noted progress had also been made in the time taken to process reported changes of circumstances.
The council’s willingness to take on board suggestions and its commitment to further improvement was highlighted in the report. Inspectors also said disruption and difficulties arising from an upgrade of the IT system have now been resolved. As a result, the DWP do not require any further action to be taken by St Edmundsbury.
However, some areas for improvement have been identified. These include the need for annual user satisfaction surveys to gauge the effectiveness of the service and setting a range of targets to monitor performance. The council will use these recommendations to make constructive changes to the service in the future.
Cllr Sara Mildmay-White, Portfolio Holder for Resources, said:
“We are always pleased to work with the inspectors and welcome their report. Significant improvements have recently been made to the service and it is gratifying that this hard work has been recognised.
We acknowledge there are always ways in which we can work more effectively and we will use the inspectors’ comments as a basis for improving still further in the future.”
ENDS
ISSUED BY LIZ HEARNSHAW, COMMUNICATIONS UNIT, ST EDMUNDSBURY BOROUGH COUNCIL. Tel 01284 757033. liz.hearnshaw@stedsbc.gov.uk
