Exchange of information
The setting of HB and/or CTB indicators on the IS or JSA computer systems is the trigger for effective exchange of information between BA and Powys. It ensures that system prints are generated throughout the IS or JSA claim to confirm awards, changes and disentitlements.
All staff know when these indicators should be set. We looked at 11 HB/CTB claims that were gatewayed through either IS or JSA and found that the indicators were correctly set in all cases.
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Fig. E.5: Changes of circumstances |
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Requirements |
Newtown BA |
Ebbw Vale BA |
Powys |
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Issue NHB1A claim forms to customers on notification of change of address in 100% of cases |
It appears that BA staff do not always issue NHB1As. |
IS and JSA processors issue NHB1As. |
Not applicable |
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Respond to queries to the satisfaction of both
parties |
The Customer Service team completes NHB5s and sends back tear-offs to the LA. If the appropriate system indicators have not been set, the NHB5 is passed to the processors to do so. The previous liaison officer kept records of clearance of NHB5s, but this ceased in October 1998. However, these did not provide a complete audit trail. |
All 7 maintenance staff action NHB5s. All staff consider that they are easy to clear, so they are actioned quickly. Staff check for HB/CTB indicators and set them if required. In our mail sample, only one NHB5 was received. It had taken a total of 35 working days from date of dispatch to date of return. Although this is not a representative sample, it may indicate that not all NHB5s are dealt with as promptly as staff believe. |
Ebbw Vale and Newtown BA both consider that Powys is extremely helpful at providing information. However, timescales were not tested. |
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Notify the LA when IS/JSA is disallowed or withheld/suspended
and entitlement recommences or is reinstated |
Staff stated that all prints are dispatched without delay. No such prints were included in our sample. |
Staff stated that all prints are dispatched without delay. No such prints were included in our sample. |
Not applicable |
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Notify reported changes of circumstances to the
other party with the relevant date of change |
Our sample of 14 system prints notifying changes showed that all 14 had been received at Powys within 2 working days. |
Our sample of 14 system prints showed that it took between 3 and 12 working days to notify reported changes of circumstances to Powys. |
Changes of circumstances are not notified automatically. |
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Fig. E.6: Claim closure |
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Requirements |
Newtown BA |
Ebbw Vale BA |
Powys |
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Notify the appropriate benefit section(s) when
entitlement to IS/JSA(IB) and/or HB/CTB ceases with the date payment and
entitlement ceased, along with the reason |
Staff interviewed were of the opinion that system prints are sent to Powys immediately. In our sample of 11 termination prints, all were dispatched within the SLA target. |
Staff interviewed were of the opinion that system prints are sent to Powys immediately. No termination prints were received on the day we sampled the mail at Brecknockshire. |
There was evidence in our sample of Powys notifying the cessation of HB/CTB, but the time taken to do so was not determined. |
Extended payments
BA staff are aware of the conditions of entitlement to EPs and the associated compensation scheme. Most were aware of the need to process form NHB1-EP within the SLA target.
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Fig. E.7: Extended payments |
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SLA requirements |
Newtown BA |
Ebbw Vale BA |
Powys |
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Issue NHB1-EP to customer on demand or upon cessation of IS/JSA where the customer satisfies the conditions for claiming extended payments |
Staff do not automatically issue NHB1-EP. |
Staff issue NHB1-EP if requested, but see this as the role of ES staff to invite a claim. |
Not applicable |
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Forward returned NHB1-EP to the LA date stamped
and certificate of entitlement completed accurately |
Staff were fully aware of the clearance targets for NHB1-EP. In our sample of 10 cases, all were received at Powys between one and 7 working days after receipt at BA. |
Because of a recent backlog of work, the IS supervisor
identifies all NHB1-EPs in the incoming mail and they are distributed
for immediate clearance. |
Not applicable |
Our sample clearly shows that SLA targets are not being achieved in this area.
Mail sampling
To further test the interface between BA and Powys, we examined all post received from Newtown BA at Radnorshire and Montgomeryshire on 27 April and 29 April respectively. Similarly on 28 April we examined all post received at Brecknockshire from Ebbw Vale BA. We noted:
- the type of correspondence
- the date of dispatch
- the linking of system prints
- date stamping.
We set out our findings in Figure E.8.
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Fig. E.8: Mail intake |
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From Newtown |
From Ebbw Vale |
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To Radnorshire |
To Montgomeryshire |
Total |
To Brecknockshire |
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NHB1 |
1 |
4 |
5 |
5 |
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IS system print |
9 |
15 |
24 |
14 |
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JSA system print |
3 |
8 |
11 |
5 |
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NHB5 |
0 |
0 |
0 |
1 |
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IS NHB1-EP |
0 |
0 |
0 |
0 |
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JSA NHB1-EP |
0 |
0 |
0 |
0 |
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Other |
1 |
0 |
1 |
6 |
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Total |
14 |
27 |
41 |
31 |
