Dated 10 December 2008 Revenues, Benefits and Cashiering Service Schedule 25 RESTATED – V8.0 Eversheds LLP 1 Standard Place Nottingham NG1 6FZ Tel 0845 497 9797 Fax 0115 950 7111 Int +44 115 950 7000 DX 10031 Nottingham www.eversheds.com
‘CSA’ Customer Service ‘IVR’ Interactive Voice Response (Call Directory Options) ‘EDMS’ Electronic Document Management System (Anite) ‘SMI’ Severe Mental Impairment ‘CTS’ Council Tax Support Scheme ‘CSAT’ Customer Satisfaction ‘Academy’ Revenues and Benefits CRM / Workflow System Front office - Activities and Functions The following Front Office functions are to transfer from the Partner to the Council, these include: The Call Centre Function The Face to Face Function The Cashiers Function The following activities shall become the responsibility of the Council and will be delivered by the Front Office. The specific processes within each function are listed below: Functional Unit Process No Description Face to Face FF.4 Face to Face: Terminals Face to Face FF.3 Face to Face: Fast Track Transactions Face to Face FF.2 Face to Face Appointments Face to Face FF.1 Face to Face Enquiries Cashiers CS.1 Cashiers – Processing Pay Ins Cashiers CS.2 Cashiers – Order Money From the Bank Cashiers CS.3 Cashiers – Cash Pay-out & Advances Cashiers CS.4 Cashiers – RD Cheques Cashiers CS.5 Cashiers - Reimbursements Cashiers CS.6 Cashiers – Car Parking Cashiers CS.7 Cashiers – Cheques for The Education Service
Table: Activity Customer Services Dependency on Back Office Metric Balance enquiries - Access to Anite@Work and Academy (& Citrix environment) systems - Ensure information contained on the Academy is up to date and accurate. - System SLA - Case QC Metric Verification and scanning of supporting information/documents - Access to Anite@Work - System SLA Setting up payment arrangements - Clearly define when the request for a payment arrangement must be handed off to the back office for action - Communicate any changes to arrangements policy - Policy Update Metric Taking Payments - Access to Anite@Work - Access to Academy (& Citrix environment) - Paye.net access - System SLA Resourcing to manage potential changes to customer contact volumes - Provide Front Office with advanced notification of any Back Office initiatives that has the potential to cause an increase in Front Office customer contact. - Notifications Metric Issuing forms - Back Office need to maintain Anite templates and provide the Front Office with copies of application forms and advise when forms move from hardcopy to online. Issuing copies of correspondence - Back Office need to ensure that all correspondence issued is captured in a timely manner, in electronic form on either the Academy or EDMS database for effective recall by customer service agents. - Case QC Metric
Initiating refund process - Back Office needs to provide clear guidelines, procedures and training on when and how to initiate a refund request and what checks need to be completed in order to satisfy that no other debts remain outstanding - Policy Update Metric 2nd line support (contacting back office) - Provide clear guidance on contact channels triggers and points of hand-off for 2nd line support - Adherence to SLA - 2nd Line Support SLA Reasonable assistance with the completion or checking of forms or requests for further information - Clear guidance and instruction in relation to claim and documentation requirements including regular feedback and liaison to ensure issues are identified and resolved. - Policy Update Metric Identification and provision of assistance to vulnerable customers e.g. completion of request for further information - Clear guidance on how to identify “vulnerable” customers and what provisions are available to such customers. - Keep such guidance updated as policy and provision changes. - Policy Update Metric Verification of supporting information/documents - Clear guidance and instruction in relation to verification requirements. - Policy Update Metric Advising on claim status - Up to date system details and information relating to work position so that realistic and accurate information can be provided - System SLA Resolving customer/landlord queries & clarification. - Clear system notes advising of current position of a case - Maintain and provide a glossary of terms used in notebook. - Provision of up to date training to ensure CS can accurately respond to queries - Case QC Metric - Policy Update Metric
Providing general entitlement letters. - Appropriate system access and training to ensure correct notices are issued - System SLA Taking change of circumstance information / suspension of claims. - Appropriate system access and training to ensure CS can obtain all relevant information and suspend claims accurately. - Update on changes to policy or procedure - System SLA - Policy Update Metric Receipt of customer disputes/appeals and supporting information. - Appropriate system access and training to ensure CS can obtain all relevant information and provide accurate advice regarding the process - Updates on expected timescales - Action management memos for escalation purposes as per policy - System SLA - Policy Update Metric Home Visits -Provide home visits as required of interview/claim notes on system including claim data e.g. authority to discuss, telephone/email details etc. - Appropriate system access and training - Input “Authority to Discuss” marker on Academy when received. - System SLA - Case QC Metric Referrals/Liaising with back office teams including specialist teams e.g. appeals/overpayments, urgent claims, escalating outstanding activity etc. - Clear processes, via SLA, for the referral/escalation of urgent claims. - 2nd Line Support SLA Referrals/Liaising with back office teams to arrange home visits - Clear criteria, via SLA, for the referral/escalation of visit requests - Home SLA