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					                                                                             High Level Action plans 01.03.04.xls



Working with
Landlords

                                                                      Ease of                                                      Responsible Officer/
DWP Standard Action Required to Meet Standards                        Implementation       Priority        Target Date        Year Member / Committee Notes/Progress
              Communication Effectively with Landlords
  Standard
          5.1 Produce specialist pack/leaflets for landlords          Moderate             High                     Oct-04   Year 1 Assistant Benefits
                                                                                                                                    Manager
            5.2 Review design of application form to include          Moderate             High                     Jun-04   Year 1 Assistant Benefits
                consent arrangements                                                                                                Manager
            5.6 Consider sending copy of letter to landlord at                                                                                           Renewal claims cease in Apr
                renewal and/or reminder stage                                                                                                            04. Standard will no longer be
                                                                                                                                                         required
   Above
  Standard
         5.10 Benchmark standards of communication with other         Moderate             Low                      Mar-07   Year 3 Head of Benefits
              Local Authorities
         5.11 Improve consultation with landlords on priorities for   Moderate             Medium                   Jun-06   Year 2 Assistant Benefits
              improvement                                                                                                           Manager
         5.13 Develop SLA with RSL landlords and ensure SLAs          Moderate             Medium                   Mar-06   Year 2 Head of Benefits
              are regularly reviewed and updated
         5.14 Develop IT System to allow payment to all RSLs by       Moderate             Medium                   Oct-05   Year 2 Head of Benefits
              electronic transfer:
              Paying Landlords Preventing Evictions
  Standard
         5.18 Review procedure manuals with regard to                 Easy                 High                     Oct-04   Year 1 Head of Benefits/
              prioritising cases with regard to eviction                                                                            Assitant Benefit
                                                                                                                                    Manager
              Minimising and Recovering Overpayments
   Above
  Standard
         5.21 Engage in dialogue with landlords to encourage     Moderate                  Medium                   Apr-05   Year 2 Assistant Benefits
              better understanding on overpayments. Encourage                                                                       Manager
              partnership with good landlords based on reporting
              and minimising overpayments as well as recovering
              overpayments
                                                                High Level Action plans 01.03.04.xls




Over
payments
DWP                 Action Required to Meet Standards                                                          Responsible
Standard                                                        Ease of                         Target         Officer/ Member /
                                                                Implementation     Priority      Date     Year Committee               Notes/Progress
              Overpayment policies and procedures

Above
Standard
           8.4 Develop corporate debt recovery policy           Difficult          Low          Mar-07   Year 3 Director of Finance/
                                                                                                                Head of Benefits

           8.5 Ensure overpayments policy is endorsed by        Difficult          Low          Mar-07   Year 3 Director of Finance/
               members                                                                                          Head of Benefits

              Identification of Overpayments
Standard
           8.6 Review working procedures to ensure change       Easy               High         Oct-04   Year 1 Assistant Benefits
               of circumstances are prioritised and processed                                                   Manager/ Senior
               within 7 calendar days                                                                           Benefit Officer
Above
Standard
           8.7 Develop exception reports to set standards for   Difficult          Low          Mar-07   Year 3 Assistant Benefits
               reducing change of circumstances processing                                                      Manager/Technical
               times                                                                                            Officer
               Calculation of Overpayments
Standard
       8.80 Formalise process to establish any underlying       Moderate           Medium       Oct-04   Year 1 Assistant Benefits
            entitlement and issue full guidance to staff                                                        Manager
                                                               High Level Action plans 01.03.04.xls




             Decision Notices
Above
Standard
       8.19 Develop computer system to ensure the              Difficult          Low          Mar-07   Year 3 Head of Benefits
            minimum number of decision notices are
            produced
            Recovery of Overpayment Debt
Standard
       8.26 Ensure a central list of all current CTB debtors   Difficult          Medium       Oct-06   Year 2 Head of
            is maintained, separate from other debts to the                                                    Benefits/Team
            authority                                                                                          Leader (Fraud and
                                                                                                               Overpayments)
             Classification of Overpayments
Above
Standard
       8.39 Consider whether computer system should            Easy               Low          Mar-07   Year 3 Head of Benefits
            automatically default to LA error overpayment
            Management of Debt
Standard
       8.40 Develop a strategy for continuous improvement Moderate                High         Mar-05   Year 1 Head of Benefits
            in the level of debt and age of debt

        8.41 Develop monitoring arrangements for the level     Moderate           High         Mar-05   Year 1 Head of
             of debt and age of debt                                                                           Benefits/Team
                                                                                                               Leader (Fraud and
                                                                                                               Overpayments)

        8.42 Ensure members are informed at least annually Easy                   High         Mar-05   Year 1 Head of Benefits
             on the level of debt and age of debt
        8.47 Set a target for reducing the amount of inactive Easy                High         Mar-05   Year 1 Head of Benefits
             debt
                                                         High Level Action plans 01.03.04.xls




Customer
Services
DWP         Action Required to Meet Standards                 Ease of    Priority        Target    Year Responsible
Standard                                                      Implementa                  Date          Officer/
                                                              tion                                      Member/
                                                                                                        Committee           Notes/Progress
            Clear, Simple,accessible claim forms
 Standard
        3.2 Develop claim form in line with DWP H/CTB1        Easy         High          Jun-04   Year 1 Head of Benefits
            form
  Above
 Standard
        3.4 Include more groups in consultation regarding     Moderate     Medium        Apr-05   Year 2 Head of Benefits
            the claim form to extend market research
        3.5 Ensure claim form available on LA website for     Unknown      Medium        Apr-06   Year 3 Head of Benefits
            printing and returning to the designated local
            authority office
            Timely,helpful response to public enquiries

 Standard
        3.7 Introduce system for monitoring telephone calls   Moderate     High          Oct-04   Year 1 Head of Benefits
            in line with Performance Standard requirements

        3.9 Introduce an electronic system for monitoring      Moderate    Medium        Oct-04   Year 1 Head of Benefits
            time customers wait to be seen at enquiry
            counter
       3.13 Introduce a formal target for benefits service for Moderate    Medium        Mar-05   Year 1 Head of Benefits
            responding to correspondence and develop
            monitoring procedures on he quality of responses
                                                        High Level Action plans 01.03.04.xls




DWP         Action Required to Meet Standards                Ease of    Priority        Target    Year Responsible
Standard                                                     Implementa                  Date           Officer/
                                                             tion                                       Member/
                                                                                                        Committee        Notes/Progress
       3.18 Carry out customer surveys specific to the        Moderate    Medium        Oct-05   Year 2 Head of Benefits
            benefits service . Ensure problems with service
            are formally reported to senior officers, and any
            action taken is formally recorded and
            communicated to staff
  Above
 Standard
       3.20 Benchmark performance of customer service         Moderate    Medium        Oct-05   Year 2 Head of Benefits
            standards with other Local Authorities ( e.g.
            neighbouring authorities) and record findings.
            Effective training and development for
            customer service
 Standard
       3.21 Develop a training and development programme Moderate         Medium        Oct-04   Year 1 Assistant
            for existing staff who deal with the public                                                 Benefits
                                                                                                        Manager/ Senior
                                                                                                        Benefits Officer

       3.22 Review job descriptions and person               Easy         Medium        Mar-05   Year 1 All Team
            specifications to ensure that they include SMART                                            Leaders
            customer service objectives
       3.23 Review standards for training and development Easy            Medium        Mar-06   Year 2 Head of Benefits
            set out in the strategic management book for
            customer service
       3.24 Produce a programme of refresher trainng for     Moderate     Medium        Oct-04   Year 1 Assistant Benefit
            existing staff                                                                              Manager
                                                           High Level Action plans 01.03.04.xls




DWP          Action Required to Meet Standards                   Ease of    Priority       Target    Year Responsible
Standard                                                         Implementa                 Date          Officer/
                                                                 tion                                     Member/
                                                                                                          Committee            Notes/Progress
Above
Standard
 3.25 & 3.27 Ensure the development of a specific training       Easy        Medium        Oct-04   Year 1 Head of Benefits
             plan for customer service staff and ensure that
             they are linked to individual training plans.
             Ensure that they are then empowered to makle
             decisions
        3.26 Carry out customer surveys. Have a suggestion       Moderate    Medium        Mar-07   Year 3 Head of Benefits
             box at the enquiry counter
             Clear, informative decision notices
   Above
 Standard
        3.29 Apply for Plain English Award for letters and any   Moderate    Medium        Mar-07   Year 3 Head of Benefits
             new leaflets etc
        3.30 Amend letters to include text on where to get       Easy        Medium        Apr-05   Year 2 Head of Benefits
             independent advice. Ensure that alternative
             formats are available , and upon request.
             Accessible quality service for claimants with
             specific needs
 Standard
        3.34 Develop an action fully to meet the needs of        Moderate    High          Mar-05   Year 1 Head of
             foreign language claimants and ethnic minority                                                Benefits/Senior
             groups                                                                                        Benefits Officer
        3.35 Improve consultation with customer                  Moderate    Medium        Oct-05   Year 2 Head of
             representative groups                                                                         Benefits/Assistan
                                                                                                           t Benefits
                                                                                                           Manager
                                                          High Level Action plans 01.03.04.xls




DWP           Action Required to Meet Standards                Ease of    Priority        Target    Year Responsible
Standard                                                       Implementa                  Date          Officer/
                                                               tion                                      Member/
                                                                                                         Committee           Notes/Progress
  Above
 Standard
      3.36 Develop documented procedure for liaison with       Moderate     Medium        Oct-06   Year 2 Assistant
           social services                                                                                Benefits
                                                                                                          Manager
              Accessible quality service for those in work

 Standard
3.38 - 3.39   Develop procedure to formally review needs of in- Moderate    Medium        Oct-05   Year 2 Head of Benefits
              work claimants
              Encouraging benefit take- up, reducing
              poverty
 Standard
 3.42 - 3.44 Fully develop an effective strategy for benefit   Moderate Medium            Mar-05   Year 1 Head of Benefits
             take-up
                                                               Moderate Medium
        3.47 Improve liaison with the local DWP service regarding take-up campaigns       Mar-06   Year 2 Head of Benefits

      3.49 Ensure appropriate display of leaflets and posters Easy          High          Oct-04   Year 1 Senior Benefits
           at key public access points throughout the                                                     Officer
           Borough
  Above
 Standard
      3.51 Develop procedure to identify and follow up        Moderate      Medium        Jun-05   Year 2 Head of Benefits
           potential hardship or failure to take up benefit
      3.52 Develop procedure to analyse reasons why           Easy          High          Jun-05   Year 2 Head of Benefits
           people do not claim etc, even if only on a sample
           basis
                                                           High Level Action plans 01.03.04.xls




DWP          Action Required to Meet Standards                   Ease of    Priority       Target    Year Responsible
Standard                                                         Implementa                 Date           Officer/
                                                                 tion                                      Member/
                                                                                                           Committee        Notes/Progress
       3.53 Liaise with DWP to raise awareness of HB/CTB         Moderate    Medium        Jun-06   Year 3 Head of Benefits
            for those in work, and ensure staff carry out
            better- off calculations when appropriate

        3.54 Ensure appropriate internal and external            Moderate    Medium        Jun-05   Year 2 Head of Benefits
             organisations are involved in increasing the take
             up of benefits
        3.55 Apply for Plain English Award for letters and any   Moderate    Medium        Mar-07   Year 3 Head of Benefits
             new leaflets etc
             Addressing complaints about the service
             effectively
 Standard
 3.56 - 3.58 Set up benefit service target for dealing with      Moderate    Medium        Dec-04   Year 1 Assistant
             complaints and monitor information on the                                                     Benefits
             progress of complaints and the number of                                                      Manager
             complaints dealt with inside local target times
  Above
 Standard
        3.59 Set public targets for handling complaints with     Moderate    Medium        Mar-06   Year 2 Head of Benefits
             times for response                                                                            /Assistant
                                                                                                           Benefits
                                                                                                           Manager

       3.60 Take effective action to address and reduce the      Moderate    Medium        Mar-06   Year 2 Head of Benefits
            cause of complaints                                                                            /Assistant
                                                                                                           Benefits
                                                                                                           Manager
                                               High Level Action plans 01.03.04.xls




DWP        Action Required to Meet Standards        Ease of    Priority        Target   Year Responsible
Standard                                            Implementa                  Date         Officer/
                                                    tion                                     Member/
                                                                                             Committee     Notes/Progress
                                                                               High Level Action plans 01.03.04.xls



Internal
 Security
DWP Standard Action Required to Meet Standards                      Ease of            Priority             Target Date         Year Responsible Officer/
                                                                    Implementation                                                   Member / Committee
                                                                                                                                                            Notes/Progress
                Internal Security
                Recruitment
    Above
   Standard
           6.7 Consider the introduction of an internal guide       Moderate           Medium                     Mar-05       Year 2 Head of Benefits/HR
               identifying the checks needed on new recruits
           6.8 Ensure that the vetting procedures are reviewed      Easy               Medium                         Oct-06   Year 3 Head of Benefits/
               at least annually                                                                                                      Internal Audit
           6.9 Where relevant monitor and test a contractors        Moderate           Medium                         Oct-06   Year 3 Head of Benefits/
               compliance with procedures to vet new staff                                                                            Internal Audit/ HR
               Internal control mechanisms
Standard
          6.10 Ensure procedures are put into place to ensure       Moderate           Medium                         Oct-06   Year 3 Head of
               the review of all recruitment and vetting                                                                              Benefits/Internal
               procedures                                                                                                             Audit/HR
Above
Standard
          6.17 Ensure that process is set up for random spot        Moderate           Medium                         Oct-06   Year 3 Internal Audit
               checks on how key controls operate
               Payment and accounting
Above
Standard
          6.28 Set up a process to ensure that, where direct        Moderate           High                       Oct-04       Year1 Head of Benefits/
               payments are made, that tenants are still resident                                                                    Assistant Benefit
                                                                                                                                     Manager
                                                                    High Level Action plans 01.03.04.xls




Strategic
Management

                                                                                                                    Responsible
DWP                                                                Ease of                           Target         Officer/ Member
Standard       Action Required to Meet Standards                   Implementation   Priority           Date    Year / Committee          Notes / Progress
               The Vision
  Standard
          2.1 Produce a clear statement of intent to include a     Easy             High             Apr-04   Year 1 Head of
              detailed vision statement for the effective and                                                        Benefits/S&R
              secure administration of its benefits service, to be                                                   Committee
              endorsed by members
          2.2 Ensure the vision statement includes                 Easy             High             Apr-04   Year 1 Head of Benefits
              commitments to service delivery which meets the
              requirements of the DWP performance standards

Above
Standard
           2.3 Ensure the vision statement is incorporated within Moderate          Medium           Mar-07   Year 3 Head of Benefits/
               any LA wide strategic plans and business plans                                                        Directors

           2.4 Ensure the vision statement is published both       Easy             Medium           Mar-05   Year 1 Head of Benefits
               internally and externally
           2.5 Ensure understanding of the vision statement        Easy             Medium           Sep-04   Year 1 Head of
               through staff appraisals and staff surveys                                                            Benefits/Team
                                                                                                                     Leaders
               Policy Objectives
Standard
           2.6 Develop strategic policies and objectives for the   Moderate         Medium           Oct-05   Year 2 Head of Benefits
               benefits service which meet DWP performance
               standards
                                                                       High Level Action plans 01.03.04.xls




                                                                                                                        Responsible
DWP                                                                   Ease of                           Target          Officer/ Member
Standard       Action Required to Meet Standards                      Implementation   Priority           Date    Year / Committee         Notes / Progress
2.7 & 2.8 &2.9 Ensure any strategic policies and objectives take      Moderate         Medium           Oct-05   Year 2 Head of Benefits
               into account interim targets , follow Best Value
               principles, and minimise backlogs of work




Above
Standard
           2.10 Ensure business results are linked to the             Moderate         Medium           Apr-06   Year 3 Head of Benefits
                effectiveness of policies and strategies
           2.11 Ensure that policy objectives take into account       Moderate         Medium           Apr-06   Year 3 Head of Benefits
                external and external stakeholders
                Operational Planning
Standard
           2.19 Ensure any Business / Service Improvement             Moderate         Medium           Mar-06   Year 2 Head of Benefits
                Plans are communicated to all stakeholders
           2.21 Ensure all future projects relating to the benefits   Moderate         High             Mar-05   Year 1 Head of Benefits
                service are properly resourced with commitment
                from Members and Senior Officers

           2.22 Ensure proper monitoring of progress against the Easy                  High             Mar-05   Year 1 Head of Benefits
                operational plan and this to be reported to
                members
           2.23 Develop a documented business continuity plan    Moderate              High             Dec-04   Year 1 Head of Benefits
                specifically for the benefits service.
Above
Standard
           2.24 Ensure performance is measured against future         Easy             Medium           Apr-05   Year 2 Head of Benefits
                vision statement
                Performance Monitoring
Standard
                                                                   High Level Action plans 01.03.04.xls




                                                                                                                    Responsible
DWP                                                               Ease of                           Target          Officer/ Member
Standard        Action Required to Meet Standards                 Implementation   Priority           Date    Year / Committee         Notes / Progress
2.37 & 2.38     Ensure management information on performance Easy                  High             Apr-05   Year 2 Head of Benefits
                is regularly provided to members and interested
                third parties to support the LAs strategic vision
                and policy objectives on the benefits service

Above
Standard
           2.41 Develop a performance monitoring framework to     Moderate         Medium           Apr-06   Year 3 Head of Benefits
                meet DWP standards, including trend analysis

                Organisational Structure
Standard
           2.47 The organisational Structure needs to provide    Moderate          Medium           Jun-05   Year 3 Head of Benefits
                clear lines of communication between the HB and
                CTB staff and other parts of the LA organisation

                Procedural Guidance
Above
Standard
           2.55 Ensure all documented procedures are written in   Moderate         High             Jun-05   Year 2 Head of Benefits
                plain English
                Management Assurance
Standard
           2.57 Improve management checking procedure and         Moderate         High             Apr-05   Year 2 Head of Benefits
                report the results of management checks to senior
                officers and members
Above
Standard
                                                                     High Level Action plans 01.03.04.xls




                                                                                                                      Responsible
DWP                                                                Ease of                            Target          Officer/ Member
Standard        Action Required to Meet Standards                  Implementation    Priority           Date    Year / Committee          Notes / Progress
           2.58 Publish results of checking e.g. include in staff   Easy             Medium           Oct-05   Year 2 Head of Benefits
                newsletter display results in graphical form around
                the office


                 Management Information
Standard
           2.61 Use the HB/CTB management infomaion systems Moderate                 Medium           Apr-06   Year 2 Head of Benefits
                to predict trends and patterns, identify risks and
                establish areas of low take-up

Above
Standard
           2.64 Develop a process where officers, members and      Easy              High             Apr-05   Year 2 Head of
                managers determine their information needs                                                            Benefits/Director
                                                                                                                      of Finance/S&R
                                                                                                                      Committee

           2.65 Set up process to regularly review formal          Easy              High             Apr-05   Year 2 Head of Benefits
                management information framework
                Training and Development
Above Standard
           2.78 Consider applying for IiP training accreditation   Moderate          Low              Mar-07   Year 3 Head of Benefits
                Internal Audit
Standard
          2.95 Ensure future Internal Audit plans assess           Moderate          High             Apr-04   Year 1 Director of
               performance against the DWP performance                                                                Finance / IA
               standards                                                                                              manager
         2.100 Audit reports need to be considered by members      Moderate          Medium           Mar-06   Year 2 Head of Benefits/
                                                                                                                      Director of
                                                                                                                      Finance
                                                                      High Level Action plans 01.03.04.xls




                                                                                                                      Responsible
DWP                                                             Ease of                                Target         Officer/ Member
Standard       Action Required to Meet Standards                Implementation Priority                  Date    Year / Committee          Notes / Progress
Above
Standard
  2101 - 2.102 Confirm whether members consider it appropriate Easy            Medium                  Mar-07   Year 3 Director of
               to benchmark Internal Audit resources devoted to                                                        Finance / IA
               benefits against other LAs                                                                              manager

           2.105 Consider whether to introduce a dedicated Audit Easy                 Medium           Mar-07   Year 3 Director of
                 Committee                                                                                             Finance
           2.106 Part of the IA work plan should include a review of Easy             High             Mar-07   Year 3 Director of
                 recruitment polices and practises                                                                     Finance / Head of
                                                                                                                       Benefits
                Cost of Benefit Administration
Above
Standard
   2.117 -2.118 Develop costings for each type of claim and use     Moderate          Medium           Mar-07   Year 3 Head of Benefits
                for budgetting and planning purposes
                Compliance with Race Relations Act (RRA)
Standard
          2.119 Monitor existing policies for the impact on race    Moderate          Medium           Mar-05   Year 1 Head of Benefits
                equality and assess and consult on the impact of
                proposed policies
  2.121 - 2.122 Set up a training programme for all new and         Moderate          Medium           Mar-05   Year 1 Head of Benefits
                existing HB/CTB staff on their responsiblities
                under RRA , including cultural awareness
                sessions
          2.123 Set up procedures to conduct an annual review of    Moderate          Medium           Mar-05   Year 1 Head of Benefits
                all facilities provided for ethnic groups

Above
Standard
                                                                       High Level Action plans 01.03.04.xls




                                                                                                                        Responsible
DWP                                                             Ease of                                 Target          Officer/ Member
Standard      Action Required to Meet Standards                 Implementation Priority                   Date    Year / Committee         Notes / Progress
        2.125 Monitor the status of claims/appeals and          Difficult      Medium                   Mar-07   Year 3 Head of Benefits
              complaints by racia group and analyse the results

                Internal Working Arrangements
Standard
  2.129 &2.130 Develop a monitoring and reviewing mechanism           Easy             Medium           Apr-06   Year 3 Head of Benefits
                for the effectiveness of the arrangements for
                cooperation and liaison
Above
Standard
  2.131 - 2.132 Develop formal written agreements with other          Moderate         Low              Mar-07   Year 3 Head of Benefits
                internal sections with which the benefits service
                have regular working arrangements and
                monitor/review them annually
                External Working arrangements
Standard
2.133 -2.134    Develop an SLA with the Rent Service                  Easy             High             Jun-04   Year 1 Head of Benefits
          2.136 Review working arrangements to ensure that any        Easy             Medium           Mar-06   Year 2 Head of Benefits
                other possibilities for formalised arrangements are
                considered
2.137 -2.138    Ensure that formalised arrangements are               Easy             Medium           Mar-06   Year 2 Head of Benefits
                monitored at least annually, and corrective action
                taken where necessary
Above
Standard
          2.140 Ensure that SLAs tailor local circumstances           Moderate         Medium           Apr-06          Head of Benefits
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Fraud
DWP Standard Action Required to Meet Standards                     Ease of          Priority      Target Date        Year Responsible Officer/    Notes/Progress
                                                                   Implementation                                         Member / Committee
              Policies and procedures
  Standard
          7.3 Ensure fraud policy is widely publicised and        Easy              High                Oct-04     Year 1 Team Leader (Fraud
              communicated to all benefit and housing staff and                                                           and Overpayments)
              other appropriate LA staff
          7.4 Develop a business plan specifically for fraud that Moderate          Medium             Mar-05      Year 1 Head of Benefits/Team
              meets the performance standards                                                                             Leader (Fraud and
                                                                                                                          Overpayments)

    Above
   Standard
7.11 & 7.12    Develop strategy to achieve IS09000                 Moderate         Low                Mar-07      Year 3 Head of Benefits
               Fraud Referrals
  Standard
         7.15 Develop written guidance on making a fraud           Moderate         Medium              Oct-04     Year 1 Team Leader (Fraud
              referral for all LA staff                                                                                   and Overpayments)
        7.16a Provide fraud awareness sessions to all LA           Moderate         Medium             Jun-05      Year 2 Team Leader (Fraud
              employees in Housing, Council Tax and Benefits                                                              and Overpayments)
              at induction and refresher training annually.

        7.16b Provide quarterly feedback to Benefit and Housing Moderate            Medium             Jun-05      Year 2 Team Leader (Fraud
              staff on the activities and success of fraud                                                                and Overpayments)
              investigations
          7.18 Ensure that counter- fraud activity is publicised   Moderate         Medium             Jun-05      Year 2 Team Leader (Fraud
               quarterly, agree format of publicity                                                                       and Overpayments)
          7.19 Develop procedure for monitoring the                Moderate         Medium             Jun-05      Year 2 Team Leader (Fraud
               effectiveness of referrals received by source                                                              and Overpayments)
               quarterly

          7.20 Develop procedure to ensure adequate sifting of     Moderate         High                Oct-04     Year 1 Team Leader (Fraud
               fraud referrals in line with risk analysis                                                                 and Overpayments)
   Above
  Standard
         7.22 Identify expectations on the expected number of      Moderate         Low                Mar-07      Year 3 Team Leader (Fraud
              fraud referrals                                                                                             and Overpayments)



               Data Matching
                                                                           5dc99f6c-2e1a-4ab2-ac70-4ea46fb9a150.xls




Standard
       7.31 Develop reporting lines to members via an annual Easy                Medium              Oct-04     Year 1 Head of Benefits
            report with regard to the outcome of NFI outcome

 Above
Standard
       7.35 Consider data matching with other LA                Moderate         Low                Mar-07      Year 3 Team Leader (Fraud
                                                                                                                       and Overpayments)
        7.36 Ensure results of data matching are fully reviewed Moderate         Medium             Mar-07      Year 3 Team Leader (Fraud
             to identify trends and patterns, and inform a risk                                                        and Overpayments)
             analysis
        7.37 Develop more formal liaison with service providers Moderate         Low                Mar-07      Year 3 Head of Benefits
             to improve performance of the matching service

            "Do not re-direct"
Standard
       7.40 Consider the use of DNR envelopes for all post      Moderate         Medium             Mar-05      Year 1 Head of Benefits/ Team
                                                                                                                       Leader (Fraud and
                                                                                                                       Overpayments)
        7.42 Nominate a specific contact person for liaison with Easy            High               Jun-04      Year 1 Team Leader (Fraud
             the Royal Mail                                                                                            and Overpayments)
        7.43 Set up procedure to liaise with the Royal Mail to   Easy            High               Jun-04      Year 1 Team Leader (Fraud
             identify the address the post would have been                                                             and Overpayments)
             delivered to
 Above
Standard
       7.45 Although only a few cases. Ensure that the results Easy              Low                Mar-07      Year 3 Team Leader (Fraud
            of DNR referrals are reviewed to identify trends                                                           and Overpayments)
            and patterns , and used to inform a risk analysis

            Authorised Individuals
 Above
Standard
       7.47 Develop a formal review of the results of           Easy             Low                Mar-07      Year 3 Team Leader (Fraud
            investigations where authorised powers are used                                                            and Overpayments)

            Quality Fraud Investigations
Standard
       7.50 Commence activity on all cases referred within 5    Moderate         High                Oct-04     Year 1 Team Leader (Fraud
            working days of the case being sifted                                                                      and Overpayments)

             Management of investigations
                                                                          5dc99f6c-2e1a-4ab2-ac70-4ea46fb9a150.xls




Standard
       7.60 Ensure the outcome of investigations are         Easy               High                Apr-06     Year 2 Team Leader (Fraud
            monitored, and measure success against the fraud                                                          and Overpayments)
            business plan
       7.67 Maintain records of all management checks on     Easy               Medium              Oct-04     Year 1 Team Leader (Fraud
            investigation cases                                                                                       and Overpayments)
       7.68 Consider restricting access to Fraud files       Easy               Medium              Oct-04     Year 1 Team Leader (Fraud
                                                                                                                      and Overpayments)
            Formal Cautions
 Above
Standard
       7.90 Develop a procedure for monitoring the offering of Moderate         Low                Mar-07      Year 3 Team Leader (Fraud
            cautions against the criteria laid down in the                                                            and Overpayments)
            Council's prosecution policy and account for any
            inconsistences and take remedial action
            Administrative Penalties
 Above
Standard
       7.96 Develop a procedure for monitoring administrative Moderate          Low                Mar-07      Year 3 Team Leader (Fraud
            penalties against the criteria laid down in the                                                           and Overpayments)
            Council's prosecution policy and account for any
            inconsistences and take remedial action

            Prosecutions
Standard
 Above
Standard
      7.100 Develop a procedure for monitoring against the    Moderate          Low                Mar-07      Year 3 Team Leader (Fraud
            criteria laid down in the Council's prosecution                                                           and Overpayments)
            policy and account for any inconsistences and
            take remedial action
                                                                       High Level Action plans 01.03.04.xls




Processing of
Claims

                                                                      Ease of                           Target         Responsible Officer/
DWP Standard Action Required to Meet Standards                        Implementation Priority            Date     Year Member / Committee     Notes/Progress
              New Claims- Speed of Processing
  Standard
          4.3 Develop computer system to produce exception            Difficult         Medium          Mar-07   Year 3 Assistant Benefit
              reports showing the length of delay and the reasons                                                       Manager /Technical
              for the delay                                                                                             Officer
Above
Standard
            4.4 Develop process for analysing and reviewing reasons Moderate            Medium          Mar-07   Year 3 Assistant Benefits
                for delays in claim processing times                                                                    Manager
                Payments on Account
Standard
      4.6 - 4.8 Review POA procedures in line with standards and      Moderate          Medium          Nov-04   Year 1 Assistant Benefits
                set up monitoring arrangements                                                                          Manager
Above
Standard
            4.9 Ensure analysis of failure to report changes in       Moderate          Low             Mar-07   Year 3 Assistant Benefit
                circumstances is reflected in working practices and                                                     Manager
                training needs
                Reported Changes in Circumstance
Standard
           4.12 Review communications with landlords in line with     Easy              High            Oct-04   Year 1 Assistant Benefits
                this standard to ensure changes in circumstances                                                        Manager
                procedures are clear
Above
Standard
     4.16-4.17 Analyse the reasons for failure to report change of    Moderate          Medium          Mar-07   Year 3 Head of Benefits
               circumstances and change working practices as
               appropriate
                                                                         High Level Action plans 01.03.04.xls




                                                                        Ease of                           Target         Responsible Officer/
DWP Standard Action Required to Meet Standards                          Implementation Priority            Date     Year Member / Committee           Notes/Progress
               Renewal Claims
Above
Standard
   4.20 & 4.22 Review and implement exception reporting for                                                                                     Renewal claims cease in Apr
               renewal claims in line with standards                                                                                            04.
                                                                                                                                                Standard will no longer be
                                                                                                                                                required
                  Verification Polices and Procedures
Above
Standard
4.24 -4.26        Analyse trends and patterns to identify failings in   Moderate          Medium          Mar-07   Year 3 Head of Benefits
                  verification work and training nees of staff                                                            /Senior Benefits
                                                                                                                          Officer
                  Verification of Identity
Above
Standard
             4.30 Monitor VF checks to identify trends and patterns,    Moderate          Medium          Mar-07   Year 3 Head of Benefits
                  and to identify training needs for staff or changes                                                     /Senior Benefits
                  needed to working practices                                                                             Officer

               Verification of Receipt of IS and JSA(IB)
Above
Standard
     4.40-4.41 Monitor VF checks to identify trends and patterns,       Moderate          Medium          Mar-07   Year 3 Head of Benefits
               and to identify training needs for staff or changes                                                        /Senior Benefits
               needed to working practices                                                                                Officer

                  Verification of Residency and Liability to pay rent

Above
Standard
    4.36 &4.37 Monitor VF checks to identify trends and patterns,       Moderate          Medium          Mar-07   Year 3 Head of Benefits
               and to identify training needs for staff or changes                                                        /Senior Benefits
               needed to working practices                                                                                Officer

                  Verification of Receipt of IS and JSA(IB)
                                                                         High Level Action plans 01.03.04.xls




                                                                        Ease of                           Target         Responsible Officer/
DWP Standard Action Required to Meet Standards                          Implementation Priority            Date     Year Member / Committee        Notes/Progress
Above
Standard
    4.40 &4.41 Monitor VF checks to identify trends and patterns,       Moderate          Medium          Mar-07   Year 3 Head of Benefits
               and to identify training needs for staff or changes                                                        /Senior Benefits
               needed to working practices                                                                                Officer
               Verification of Income and Capital
Above
Standard
   4.46 & 4.47 Monitor VF checks to identify trends and patterns,       Moderate          Medium          Mar-07   Year 3 Head of Benefits
               and to identify training needs for staff or changes                                                        /Senior Benefits
               needed to working practices                                                                                Officer
               Verification of Income and Capital
Above
Standard
   4.51 & 4.52 Monitor VF checks to identify trends and patterns,       Moderate          Medium          Mar-07   Year 3 Head of Benefits
               and to identify training needs for staff or changes                                                        /Senior Benefits
               needed to working practices                                                                                Officer
                Management Checks
Standard
           4.53 Ensure that 10% assessment check is carried out         Moderate          Medium          Mar-05   Year 1 Senior Benefit Officer
                prior to dispatch of notification letters
           4.54 Ensure that pre notification checking procedure fully   Moderate          Medium          Mar-05   Year 1 Senior Benefit Officer
                meets the requirement of this DWP standard


           4.55 Develop formal checking procedure which reflects        Moderate          Medium          Mar-05   Year 1 Assistant Benefit
                needs of less experienced staff, during periods of                                                        Manager/ Senior
                high workload or unusual circumstances                                                                    Benefit Officer

           4.58 Ensure that an audit trail is maintained of all         Moderate          Medium          Mar-05   Year 1 Senior Benefit Officer
                management checks
                                                                     High Level Action plans 01.03.04.xls




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DWP Standard Action Required to Meet Standards                      Implementation Priority            Date     Year Member / Committee     Notes/Progress
Above
Standard
   4.59 & 4.60 Set up procedure for analying results of management Moderate        Medium             Mar-07   Year 3 Assistant Benefit
               checks and use trends and patterns to change                                                           Manager/ Senior
               working practices as necesarry                                                                         Benefit Officer
               Tailoring Benefit Periods
Above
Standard
          4.63 Ensure the results of any risk management process is Moderate       Medium             Apr-06   Year 2 Head of Benefits
               used to inform on the length of benefit periods

                Risk Assessment and Checking Claimants
                Circumstances
Standard
           4.65 Develop procedure to assess the risk of fraud and   Easy              High            Apr-06   Year 2 Head of Benefits
                error attached to every claim, and conduct                                                            /Assistant Benefit
                management checks to confirm that the risk attached                                                   Manager
                to each claim has been assessed
Above
Standard
           4.68 Ensure data collected on risk management processes Easy               Medium          Mar-07   Year 3 Head of Benefits
                is used effectively

           4.69 Monitor risk management processes to identify trends Moderate         High            Mar-07   Year 3 Head of Benefits
                and patterns and to identify training needs for staff or
                changes needed to working practices

                Requirement to Refer to the Rent Officer
Standard

           4.73 Develop SLA with Rent Officer                      Moderate           High            Jun-04   Year 1 Head of Benefits
                                                                  High Level Action plans 01.03.04.xls




                                                                 Ease of                           Target         Responsible Officer/
DWP Standard Action Required to Meet Standards                   Implementation Priority            Date     Year Member / Committee     Notes/Progress
Above
Standard
         4.75 Monitor rent officer referrals to ensure legal     Moderate          Medium          Oct-06   Year 2 Assistant Benefits
              requirements are met                                                                                 Manager
         4.76 Monitor information on rent officer referrals to   Moderate          Medium          Oct-06   Year 2 Assistant Benefits
              continually improve procedures                                                                       Manager
                                                  High Level Action plans 01.03.04.xls




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