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Agenda

Agenda. Context. Welfare Reform impact on City West. Our response. Processes and systems developed and how they work. How we've used the data – “So What?” factor. Impacts we're having. Context - Welfare Reform.

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Agenda

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  1. Agenda • Context. • Welfare Reform impact on City West. • Our response. • Processes and systems developed and how they work. • How we've used the data – “So What?” factor. • Impacts we're having.

  2. Context - Welfare Reform • Single biggest, most significant and wide-ranging change in more than a generation. • Increased levels of risk and significant financial implications. • Challenging wider environment (unemployment, recession). • Hard hitting impact on customers. • Still great levels of uncertainty (Universal Credit).

  3. Welfare Reform in Numbers £1.025m 1568 1981 £2,000,000 11,000 £467 2,307 7,000 (63%) £250.23 £423,618

  4. Our Response

  5. Our Response Developing Intelligence • Critical part of City West response from the beginning, developed with 3 principle aims: • ‘Understand what is going on’. • Communicate information and impact to customers and staff. • Direct activity, resources and support. • City West has developed new processes and integrated systems to achieve this.

  6. How new processes have helped us understand Welfare Reform • Capturing data from customers. • Data sharing with Council. • Improved interdepartmental working. • Embedding of ‘Making Every Contact Count’. • Surveys on Welfare Reform.

  7. Qlikview • Business Intelligence Software. • Analyse data to provide unprecedented levels of insight. • Technical and skilled internal team to develop • functionality.

  8. How we use the data. The “So What?” factor • Target communication • Direct strategy and activity as well as resources (identify hotspots) • Monitor and evaluate impact

  9. Impact we are having • Understanding of Welfare Reform • Customers (down to individuals). • Business (arrears, collection). • Managing impact of Welfare Reform • Customer affected less. • Targeted communication. • Helped 250 customers ‘right size’. • Helped customers access £300,000 of additional benefits. • Helped 250 customers receive DHP.

  10. Questions? Chris Fray chris.fray@citywest.org.uk 0161 605 7236

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