User focus
Customer service
4.1 Customer service is important. Local authorities should aim to:
- deliver modern, efficient and secure customer-focused public services, and empower individuals to influence them
- ensure that customers are not deterred from claiming because the Benefits Service does not address their particular need
- make sure that relationships with stakeholders support good customer service while reducing administrative costs and fraud and error.
Performance Enablers
Dealing with enquiries
4.2 Haringey council did not meet enabler 43.
4.3 The council’s HB and CTB claim form provided specific information to customers about the evidence needed to support a claim. It also publicised the addresses of its 4 Customer Service Centres where it provided an over-the-counter service for customers presenting completed claim forms and supporting evidence.
4.4 It is important that all documentary evidence submitted in support of a claim is thoroughly checked for authenticity and that staff involved in verifying evidence are fully trained in how to identify forged documents.
4.5 We were told that the council would be extending its over-the-counter service in July 2007, when it introduces a pilot scheme allowing staff at Stadium Housing Association to receive and verify documents on the council’s behalf.
4.6 During our visit to the council’s main Customer Service Centre in Wood Green, we confirmed that ultraviolet scanners were used to check the validity of documents. We were told that the other 3 Customer Service Centres also had ultraviolet scanners.
4.7 However, we found that some Customer Services staff had not received initial training or refresher training on how to:
- operate ultraviolet scanners
- identify false documents
- follow up discrepancies.
4.8 The council produced guidance and checklists for staff to use when checking documents. However, the guidance and forms had not been updated at the same time as they had been updated separately over a number of years from 2001 to 2006. Its Quick guide to the Verification Framework did not advise staff to authenticate passports and other relevant documents using an ultraviolet scanner. See recommendation 16.
4.9 Because of the weaknesses we have identified we conclude that the gateway to the Benefits system was not as secure as it could be.