Graham Heard

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Graham Heard
Customer Services Director
National Association of Welfare Rights Advisors
Conference Blackpool 11/06/04
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• Successful year

• Areas for improvements

• Efficiency challenges

• Executive Agency Status

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Delivering Disability and Carer Benefits
Our achievements in 2003-04 were

• We paid over 11 Billion in DLA and AA to 4.1
  million severely disabled people.

• We paid over 1 Billion in Carers Allowance to
  620,000 Carers

• We decided 858,000 claims for DLA and AA and
  226,00 claims for CA, and handled over 109,000
  appeals.

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We also

• Introduced shorter claim forms for AA and are
  working on similar forms for DLA

• Launched interactive e-learning for CA

• Published new guidance on accessibility

• Made 780 Outreach visits

• Received first ever MIND award for Customer
  service

• Customer survey 90 very or quiet satisfied

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Four key areas

• Customer experience

• Efficiency of our services

• Staff experience

• Partner stakeholders experience

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Customer Experience
Accessible meeting customer needs

• electronic claiming and reporting changes over
  the phone and internet 24/7

• Decision makers more accessible and accountable
  to the customer

Responsive real time

• Quicker response times to claims and enquiries

• In a manner consistent with customer requirements

Professional quality decision making

• Empathy and greater understanding

• Decisions resulting in fewer appeals/overturn
  rate

• Services accessible via TPS and JCP

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Partner/stakeholder Experience
Accessible

• Organisations able to contact us in a variety of
  ways

• More of our needs electronically requested and
  supplied

• Payments for service electronically made

Responsive

• Performance and costs available phone or click
  away

• Customer and stakeholder comments systematically
  analysed and acted upon

• In a manner consistent with customer requirements

Professional

• Non-Executives on the Board to hold us to account

• Relationships with consumer groups enhanced to
  provide involvement in the development of our
  service

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In summary by 2007/8

• Regarded for Excellence in customer service

• Regarded internationally as a leading public
  service in organisation and efficiency

• Entered The Times 100 Top Organisation to
  work for as voted by staff

• Regarded by you and other external partners as a
  model of consultation and delivery for others to
  adopt

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ANY QUESTIONS ?