New claims
During our workshops with processing staff at Ebbw Vale they confirmed that they do not check form NHB1 for date stamping. At Newtown the processing staff hand write the date of receipt on form NHB1 if they notice it is not date stamped. This was evidenced by our sample.
|
Fig. E.9: SLA target achievement – NHB1 date stamping |
||
|
NHB1s received |
Date stamped |
|
|
Ebbw Vale |
5 |
3 |
|
Newtown |
5 |
4 |
This small sample does not illustrate the true level of error, but it indicates that SLA targets are not being met. Monitoring of the SLA would reveal where problems are occurring and processes could then be put in place to achieve SLA targets.
|
Fig. E.10: SLA target achievement – linked NHB1 and system prints |
||
|
NHB1s received |
With print |
|
|
Ebbw Vale |
5 |
5 |
|
Newtown |
5 |
2 |
We have already commented on how the supervisor at Ebbw Vale BA monitors this area of work. Since our visit, Newtown BA now ensures that all NHB1s are linked to system prints before dispatch to Powys. Any outstanding are passed to the supervisor to control.
|
Fig. E.11: SLA target achievement – forwarding of form NHB1 and system print |
||||
|
NHB1 with prints |
Unlinked prints |
1 to 2 days |
3 to 5 days |
|
|
Ebbw Vale |
5 |
0 |
0 |
5 |
|
Newtown |
2 |
8 |
8 |
2 |
|
Total outside target |
7 |
|||
Both BA sites report problems with the service Royal Mail provides. Although this small sample is not representative, it reinforces the need to tailor SLAs to local requirements and the need for ongoing monitoring.
Change of circumstances and claim closure
In the SLA, both parties agree to respond to queries within 5 days. In our sample, Powys received only one NHB5. Although this is not a representative sample, it may indicate that not all NHB5s are dealt with as quickly as staff believe.
|
Fig. E.12: SLA target achievement – responding to NHB5 enquiry |
|||
|
Date sent |
Date returned |
Total days |
|
|
Ebbw Vale |
10 March 1999 |
28 April 1999 |
35 |
In the SLA, BA undertakes to notify prescribed changes of circumstances within 2 days of processing the change. Similarly, it undertakes to notify the end of entitlement within 2 days of actioning the claim closure. Figure E.13 and Figure E.14 detail the time taken to forward the relevant system prints.
|
Fig. E.13: SLA target achievement – forwarding system prints (changes) |
|||||
|
2 days |
3 days |
11 days |
12 days |
Total |
|
|
Ebbw Vale |
0 |
4 |
8 |
2 |
14 |
|
Newtown |
14 |
0 |
0 |
0 |
14 |
|
Fig. E.14: SLA target achievement – forwarding termination prints |
|||
|
Number in sample |
2 days |
Total |
|
|
Ebbw Vale |
0 |
0 |
0 |
|
Newtown |
11 |
11 |
11 |
In this small sample, Newtown BA forwarded all system prints within the SLA target. Although there were no termination prints from Ebbw Vale in this sample, all the prints notifying changes of circumstances were received outside the SLA target.
Recommendations
We found that there are areas where improvements would provide a higher level of service and formalise liaison between BA and Powys. We have provided a recommended action plan for Powys and BA at Figure E.15.
|
Fig. E.15: Powys/BA recommended interface action plan |
|||||
|
Item |
Issue |
Corrective action |
Lead responsibility |
Priority |
|
|
SLA |
The SLAs do not contain agreed methods of performance measurement nor are they actively monitored. |
The SLAs between BA and Powys should be refined by:
|
Powys/BA |
High |
|
|
Liaison and meetings |
Operational staff are to be congratulated for their work in this area and should be given management support to formalise the established good relationship. |
A member of the senior management team should be assigned responsibility for liaison with Powys to give more status to this area. |
BA |
High |
|
|
Formal quarterly meetings do not always take place. |
We recommend that all parties should formalise arrangements
for the quarterly meetings and that they should be the platform for discussing
performance and agreeing methods to aid improvement where required. We also recommend that consideration is given to establishing joint meetings between BA, Powys and ES. |
Powys/BA |
High |
||
|
Exchange of information |
Forms NHB1A are not always issued on notification of a change of address. |
We recommend that ES, BA and Powys develop procedures to formalise the arrangements in this area of work. |
Powys/BA/ES |
Medium |
|
|
Extended payments |
Form NHB1-EP is not always issued when appropriate. |
Discussion should take place between BA, ES and Powys to address the issue of NHB1-EP to all claimants if appropriate. In particular BA should ensure that processes are in place to identify all possible recipients who stop claiming IS when they return to work. |
Powys/BA/ES |
Medium |
|
|
Forms NHB1-EP are not forwarded to Powys within the SLA target. |
Discussion should take place between BA, ES and Powys to address the forwarding of NHB1-EP forms within target timescales. Awareness training for BA/ES staff may further assist this process. |
Powys/BA/ES |
Medium |
||
