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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

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Preparing to Administer the Scottish Welfare Fund

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  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.

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