Agenda item

O&S.17/17     

The Panel considered a report that sought to give Members a greater insight into the current performance of the Revenue and Benefits service areas.  In addition, the report also provided an update and assurances about how these key areas of business, with high levels of customer interaction, were continuing to develop, using innovative new products that would improve customer service and drive through efficiency.

During the introduction into this agenda item, the Case Management Manager demonstrated the new self-service process for residents to register on the Council website.

In discussion, the following points were raised:-

(a)   Members were informed that there was an error in the published agenda report.  Specifically regarding the current backlogs in the Revenues service, the Panel noted that the oldest backlog should read ‘2 May 2017’ and not ‘2 May 2016’as had been published.  Whilst noting the error, Members still expressed some concerns at the extent of the current backlog of cases within the service;

(b)   In respect of Universal Credits, officers advised that it was intended that those households in the South Hams with a Plymouth area postcode would go live in November 2017, with the remainder of the district then going live in May 2018.  As a cause for concern to officers, the Panel noted that early indications were that Universal Credits would result in an additional workload in the Housing Benefits team which would be coupled with a reduction in grant funding.  Moreover, a further challenge to the service would result from the Homelessness Reduction Act coming into effect at the same time as Universal Credits;

(c)    When questioned, officers expressed their optimism that the channel shift initiatives that would result in residents having the increased ability to self-serve would help to reduce the work pressures on the service.  By way of progress in this regard, officers confirmed that the Council was currently working on developing some automated software that would be able to compute forms itself rather than having to be inputted by an officer.  Finally, it was confirmed that promotion of the self-serve initiatives was to be undertaken by the Council’s Locality Officers and at upcoming community events.

As a further suggestion, some Members felt that there was scope to reduce the number of letters being sent from the service to residents and send text messages instead.  In accepting the point, officers advised that part of the claim form asked responders to express a preference over how they wished to be contacted in the future;

(d)   To provide some context regarding performance, the Panel acknowledged that the Council had traditionally had very high collection rates.  Whilst collection rates had reduced slightly in recent years, it was noted that the Council remained in the top half of performing authorities in the county and the top quartile nationwide;

(e)   Some Members expressed their concerns at the potential for the corporate debt recovery function to be undertaken by a third party supplier.  In citing reasons such as a potential lack of empathy and additional costs, the Panel formally requested that if such a proposal did emerge, then it be in receipt of a report prior to any final decision being taken.

RESOLVED

That the Panel:

1.      recognises the current position and accepts the performance of the Revenue and Benefits Services, whilst expressing some concerns over the current level of backlog;

2.      endorses the initiatives and improvements that are currently under development;

3.      requests that, in the event of a proposal emerging whereby the debt recovery function is to be undertaken by a third party supplier, it be in receipt of a report prior to any final decision being taken.