Welfare benefits service scrutiny report

The subject of the third CIG scrutiny report focused on the Welfare Benefits service. It concentrated on a review of policies, processes, performance information and customer feedback, together with colleague interviews focusing on a broad cross section of roles within the Welfare Benefits team and Customer Experience directorate. A new customer satisfaction survey was also shared with customers who had previously used the service.

We’ve produced a summary report which is available to read here –  CIG Scrutiny Report - Welfare benefits service.pdf [pdf] 1MB

CIG’s recommendations included:

• Customer engagement – introduce drop-in sessions for advice and support before issues escalate and post case follow up checks.
• Data and continuous improvement – prompt customers to notify us of any changes in their health and personal circumstances so we can provide the right support.
• Awareness and accessibility – greater visibility of support services through the website, noticeboards and leaflet.