Sunderland City Council :Tell Us Once

1. SunderlandCityCouncil:Tell Us Once Tell Us Once for Birth and Bereavement Sunderland South Forum 26 September 2012 Karen Lounton Deputy Registration Services Manager

2. SunderlandCityCouncil:Tell Us Once Tell Us Once ‘Tell us Once’ is a major programme, being led by DWP on behalf of Government as a whole, to transform the way in which people can tell Government (central and local) about changes to their circumstances. At its heart – as it says on the tin – is the proposition that people should only have to tell us things – like a birth or death – once and we will make sure that information reaches all the Government Departments and Agencies that need to know. That sounds an utterly obvious thing to do – and it is – but making it a reality is very challenging.” Sir Leigh Lewis, Permanent Secretary Department for Work and Pensions (2006 – 2011)

3. SunderlandCityCouncil:Tell Us Once A brief history • Sunderland City Council chosen as a ‘Pathfinder’ authority by the Department for Work and Pensions (DWP) January 2010 • Project Team established to work with DWP to develop and launch TUO for Birth and Bereavement in Sunderland • Tell Us Once Birth launched November 2010 • Tell Us Once Bereavement launched October 2011 • Tell Us Once Coroners launched June 2012

4. SunderlandCityCouncil:Tell Us Once Tell Us Once Birth • The following organisations will be contacted with information on the birth:- • Department for Work and Pensions • Jobcentre Plus • Housing Benefit and Council Tax Benefit Office • Library Services • Children’s Services • HM Revenue & Customers (HMRC) • Child Benefit • Child Tax Credit or Working Tax Credit

5. SunderlandCityCouncil:Tell Us Once Customer Feedback • 100% of customers agreed that the Tell Us Once Birth service was easy and convenient to use. • 100% of customers agreed that they trusted the service provided. • 92% of customers agreed that the service had saved them time in notifying other parties about the birth. • 99% of customers who used the Tell Us Once Birth service would recommend it to other new parents.

6. SunderlandCityCouncil:Tell Us Once Tell Us Once Bereavement • The following organisations will be contacted with information regarding the death:- • Department for Work and Pensions • Pension, Disability and Carers Service • Jobcentre Plus • Oversees Health Team • Ministry of Defence, Service Personnel and Veterans Agency • War Pensions Scheme • HM Revenue & Customs • Child Benefit • Child Tax & Working Tax Credit • Personal Taxation

7. SunderlandCityCouncil:Tell Us Once Tell Us Once Bereavement • Identity and Passport Office • Driver and Vehicle Licensing Agency • Sunderland City Council • Council Tax • Libraries • Blue Badges • Adult Services • Children’s Services • Collection of payment for council services • Electoral Services

8. SunderlandCityCouncil:Tell Us Once Customer Feedback • 100% of customers agreed that the TUO Bereavement service was easy and convenient to use. • 100% of customers agreed the service was provided promptly when they needed it. • 100% of customers agreed the service had saved them time and money notifying other parties about the bereavement. • 100% of customers were satisfied with the TUO Bereavement service.

9. SunderlandCityCouncil:Tell Us Once Customer Comments • Really helpful service as such a difficult time. • Such a convenient service, I can’t understand why it isn’t compulsory. • We had enough on our plate at the time of my brother’s death, and this service definitely helped. • 100% recommend the service to any family at such a stressful time. Thanks so much. • Fantastic! I had no experience of what to do in a bereavement, my mind was not in the right place but the Registrar was so helpful. The Tell Us Once service saved me from having a headache notifying others.

10. SunderlandCityCouncil:Tell Us Once Any questions? Contact details:- Karen Lounton Deputy Registration Services Manager Telephone: 0191 5617931 Email: karen.lounton@sunderland.gov.uk