1 / 9

Preparing to Administer the Scottish Welfare Fund

Preparing to Administer the Scottish Welfare Fund. Renfrewshire Council 23 January 2013 Emma Shields: Operational Services Manager. Overview. Our Journey So Far Customer Journey Work Customer Journey Ongoing Development. SWF: Our Journey So Far. Welfare Reform Programme

taylor
Download Presentation

Preparing to Administer the Scottish Welfare Fund

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Preparing to Administer the Scottish Welfare Fund Renfrewshire Council23 January 2013Emma Shields: Operational Services Manager

  2. Overview • Our Journey So Far • Customer Journey Work • Customer Journey • Ongoing Development

  3. SWF: Our Journey So Far....... • Welfare Reform Programme • Analysis of DWP data and review of early Scottish Government guidance • Administration decision • Benefits Service • Senior Benefits Assessor & Benefits phone team • Job evaluation and recruitment complete • Developed a Customer Journey • System procurement (ongoing) • Fulfilment Options (ongoing) • Telephony (ongoing)

  4. Renfrewshire CouncilWelfare Reform Programme

  5. Customer Journey Work OBJECTIVES: • Mapping to understand the high level process • Raise questions and debate • Undertake consultation with other services • Inform decision making • Identify areas of discretion • Inform task planning

  6. Initial stages of customer journey

  7. Application Consideration

  8. Decision-making

  9. Ongoing Development • Furthering system procurement • Exploring fulfilment options • Identifying all points of discretion within guidance. • Recommending the Council’s approach to discretionary points to inform a SWF policy for consideration and approval by elected members. • Developing detailed guidance and training for staff.

More Related