It is up to each council to set their own targets.
We have set two key performance measures:
National Indicator 180 the Right Benefit Indicator - this measures the number of changes in circumstances that we receive and process.
Our target for 2008/09 was 20000 per year = 1666 per month.
We achieved 26184.
We will aim to receive and process 55000 changes in circumstance during 2009/10. This increase in our target is due to a change in how the indicator is measured.
From April to January we have reached 54016
National Indicator 181 the Right Time indicator - this measures the time it takes to process new claims and changes in circumstances.
Our target for 2008/09 was to process new claims and changes in circumstances within 22 days.
We achieved 17 days.
We have revised our targets for 2009/10
We will aim to process new claims and changes in circumstances within 17 days. We have taken into account the increase in the volumes of work that we are receiving due to the recession and feel that this target is reasonable and achievable. Targets are reviewed each year.
From April to January we have achieved an average of 18.5 days
To achieve our targets we are going to introduce changes to the way that you can access our services. During 2009/10 we will aim to provide customers with a facility to claim on line and are looking at the feasibility of providing a new claims service by phone without having to complete a paper form
We are also looking to contact customers more by phone to discuss what information you need to supply to help us process your claim and reduce the number of letters.
We expect these improvements to help speed up processing times.
If you have any comments about these targets, our performance or our ideas for improving our service please contact us using any of the contact details listed below.
