Using Leaflets To Communicate With The Public About Services And Entitlements
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Using Leaflets To Communicate With The Public About Services And Entitlements
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Author : Great Britain: National Audit Office
language : en
Publisher: The Stationery Office
Release Date : 2006-01-25
Using Leaflets To Communicate With The Public About Services And Entitlements written by Great Britain: National Audit Office and has been published by The Stationery Office this book supported file pdf, txt, epub, kindle and other format this book has been release on 2006-01-25 with Business & Economics categories.
The Department for Work and Pensions (DWP) provides services to some 28 million people. Despite the development of new technology, printed materials, in particular leaflets, play an important role in ensuring that customers are informed of services and entitlements. This NAO report examines how effectively the DWP manages the provision of accurate information in its leaflets issued to customers, as well as communicating clearly and effectively about benefits and services. It focuses on how the DWP manages the risks associated with producing and issuing inaccurate leaflets; whether it can ensure that the information in leaflets is accurate and accessible; and whether leaflets are easily available for customers. Findings include that although the DWP has made progress in improving the design of some leaflets, it could go further to make them easier for the public to understand and get hold of, as well as improving checks on the accuracy of leaflets and its supply and printing arrangements so that the most recent versions are widely available.
Delivering Effective Services Through Contact Centres
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Author : Great Britain: National Audit Office
language : en
Publisher: The Stationery Office
Release Date : 2006-03-15
Delivering Effective Services Through Contact Centres written by Great Britain: National Audit Office and has been published by The Stationery Office this book supported file pdf, txt, epub, kindle and other format this book has been release on 2006-03-15 with Business & Economics categories.
This NAO report examines the role and cost effectiveness of contact services for customers from the Department for Work and Pensions. During the 2004-05 period the Department spent £190 million on running contact centres. The centres themselves answered more than 33 million incoming calls, and made 7 million outgoing calls, as well as handling 300,000 e-mails, 30,000 faxes and 4 million incoming letters and application forms. The Department serves a wide range of customers, including 28 million pensioners and benefit recipients, paying out £112 billion a year in benefits and pensions. This report sets out a number of recommendations: that the Department should develop its understanding of customer demand and improve its forecasting processes; that the Department should aim to offer a seamless service, by reducing the number of telephone contact points, as well as sharing good practice techniques across such areas as forecasting and training; that contractual arrangements for staff should match the demand needs of customers, and that contact centre targets should therefore focus on customer need; that the Department should advance initiatives to improve its information on costs.
Department For Work And Pensions
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Author : Great Britain. National Audit Office
language : en
Publisher: The Stationery Office
Release Date : 2009
Department For Work And Pensions written by Great Britain. National Audit Office and has been published by The Stationery Office this book supported file pdf, txt, epub, kindle and other format this book has been release on 2009 with Business & Economics categories.
The Department for Work and Pensions has made progress in reducing the number of leaflets that it produces for its customers and in making application forms simpler and shorter. The Department has significantly changed the way in which it provides information in recent years with a growth in telephone enquiries and in online provision. The Department has reduced the quantity of leaflets that it produces for customers, from 208 different leaflets in 2005 at a cost of �10.3 million to 53 leaflets in 2008 costing �1.7 million. It has also reduced the length of most of its forms, though some are unnecessarily long and guidance notes are complicated and the Department's computer generated letters are overly long and confusing for customers. The Department has put telephone calls at the centre of its application process. It is also increasingly using the internet to communicate with customers. In response to the rise in applications for the Jobseeker's Allowance, up by 81 per cent in the six months to January 2009, the Department plans to implement systems giving customers the option of full online applications for contributory Jobseeker's Allowance from summer 2009, rather than February 2010 as originally planned. Cost efficiencies from online provision have still to be realised fully. Though forms can be downloaded from the internet it is not yet possible to apply for most benefits online, meaning that staff and customer time is taken up handling claims over the telephone or face to face.
Department For Work And Pensions
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Author : Great Britain: Parliament: House of Commons: Committee of Public Accounts
language : en
Publisher: The Stationery Office
Release Date : 2007-01-23
Department For Work And Pensions written by Great Britain: Parliament: House of Commons: Committee of Public Accounts and has been published by The Stationery Office this book supported file pdf, txt, epub, kindle and other format this book has been release on 2007-01-23 with Political Science categories.
The Department for Work and Pensions (DWP) provides services to some 28 million people and, despite the development of new technology, printed materials such as leaflets play an important role in ensuring that customers are informed of services and entitlements. Following on from a NAO report (HC 797, session 2005-06; ISBN 9780102936728) published in January 2006, the Committee's report focuses on three issues: managing the process for producing accurate leaflets; accessibility of information for a diverse range of customers; and making information available to the public. Findings include: i) the DWP has reduced its total number of published leaflets from 245 to 178 and is committed to making an overall reduction of 100; ii) the DWP is unable to determine the exact cost of producing leaflets, which has been estimated at £31 million in 2004-05; iii) around 40 per cent of the 27 different leaflets tested by the NAO across the country were out of date, and all 13 of the Department's key leaflets tested required a reading age higher than the national average; and iv) leaflets are not easily accessible to groups such as those with disabilities or non-English speakers, and copies of four core departmental leaflets examined were available at only 11 per cent of key non-departmental locations such as libraries and Citizens' Advice offices visited by the NAO.
Understanding Social Security Second Edition
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Author : Millar, Jane
language : en
Publisher: Policy Press
Release Date : 2009-02-02
Understanding Social Security Second Edition written by Millar, Jane and has been published by Policy Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2009-02-02 with Political Science categories.
In an increasingly risky world the need for social security support is greater than ever. Benefits and tax credits aim to provide protection against economic risks, help families with the costs of bringing up children, enable people to save for retirement, and provide support in old age. Key goals are to redistribute income to alleviate poverty and help people maintain living standards across the lifecourse. Reform of the social security and tax systems has been at the heart of the UK Labour government's aspirations to modernise the welfare state since 1997 with major changes in both policy and administration. This second edition of the important text, Understanding Social Security, reviews these policy developments, giving readers the information and analytical tools to make sense of policy debates and reforms and to evaluate options for the future. The chapters have been extensively updated since the first edition, with new chapters on social security reform, inequalities and social security, and the new 'welfare market'. The main topics covered include: · the social security safety net · racism, ethnicity, migration · social security governance · global social security · social security and the life course · the challenge of childhood poverty · reforming pensions · welfare to work · sickness, incapacity and disability · tax credits · service delivery information technology The book provides a critical examination of social security policy and practice and is essential reading for students of social policy, social work and sociology, as well as policy-makers and practitioners in the fields of social security, welfare-to-work, employment, anti-poverty strategies and welfare rights. It will be of interest to those interested in recent policy developments in these areas, emerging issues and debates, and in wider issues of the modernisation of the welfare state.
Public Sector Auditing
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Author : Sir John Bourn
language : en
Publisher: John Wiley & Sons
Release Date : 2008-07-31
Public Sector Auditing written by Sir John Bourn and has been published by John Wiley & Sons this book supported file pdf, txt, epub, kindle and other format this book has been release on 2008-07-31 with Business & Economics categories.
Drawing on 20 years of experience as Comptroller and Auditor General, and head of the United Kingdom National Audit Office, Public Sector Auditing: Is it Value for Money? is Sir John Bourn’s own account of the role and influence value for money auditing has in holding governments to account and in helping public bodies improve the ways in which they deliver services. Key features include: In-depth case studies from UK, US, Canada, China, India and Australia; Detailed analysis of complex areas of public expenditure such as health, education, privatisation, regulation, defence and IT; Examples of how auditing can promote positive outcomes rather than negative post mortems. This book is relevant for people working in both the public and private sectors, and should be essential reading for the staff of public sector audit institutions around the world, as well as commercial accountancy firms and students of accountancy, politics, economics and public management.
Legal Services Commission
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Author : Great Britain: Parliament: House of Commons: Committee of Public Accounts
language : en
Publisher: The Stationery Office
Release Date : 2007-10-16
Legal Services Commission written by Great Britain: Parliament: House of Commons: Committee of Public Accounts and has been published by The Stationery Office this book supported file pdf, txt, epub, kindle and other format this book has been release on 2007-10-16 with Law categories.
Family disputes that are resolved through mediation are cheaper, quicker and, according to academic research, less acrimonious than those that are settled through the courts. Despite these advantages, only some 20 per cent of people who are funded by legal aid for family breakdown cases (excluding those involving domestic violence) currently opt for mediation. Following on from a NAO report on this topic (HCP 256, session 2006-07; ISBN 9780102944525), the Committee's report examines the shortcomings of the current system for referring clients to mediation, and the actions the Legal Services Commission has in train to increase referrals to and take-up of mediation services, to improve the quality of mediation offered, and to strengthen the Commission's oversight of solicitors and mediation providers.
Pension Reform
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Author : Great Britain: Parliament: House of Commons: Work and Pensions Committee
language : en
Publisher: The Stationery Office
Release Date : 2006-07-22
Pension Reform written by Great Britain: Parliament: House of Commons: Work and Pensions Committee and has been published by The Stationery Office this book supported file pdf, txt, epub, kindle and other format this book has been release on 2006-07-22 with Business & Economics categories.
The Government proposed a significant reform of the pensions system in the White Paper 'Security in retirement: towards a new pensions system' (ISBN 0101684126). This report sets out the Committee's response to the proposals. It looks at: personal accounts; existing occupational and private pensions; state pension reform; the state second pension; whether the state pension should remain two-tier; means-testing; how much it will cost; increasing the state pension age; working longer; and public engagement with pensions. Their conclusion is that on the whole the Government's measures are the right way forward.
The Shareholder Executive And Public Sector Businesses
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Author : Great Britain: Parliament: House of Commons: Committee of Public Accounts
language : en
Publisher: The Stationery Office
Release Date : 2007-09-20
The Shareholder Executive And Public Sector Businesses written by Great Britain: Parliament: House of Commons: Committee of Public Accounts and has been published by The Stationery Office this book supported file pdf, txt, epub, kindle and other format this book has been release on 2007-09-20 with Business & Economics categories.
This particular report follows on from an earlier NAO report on the same topic, see (HCP 255, 06/07 ISBN 9780102944518), published February 2007. The Shareholder Executive was established in 2003, to act as an effective owner of businesses that are owned or part-owned by government. It is now an operational group within the Department of Trade and Industry, with a portfolio covering 27 businesses and a combined turnover of £21 billion. The Committee notes that the role of the Executive marries both public and private objectives, setting out to both achieve public policy objectives through the most cost effective means and provide a satisfactory return on the public money invested through the shareholder value. The Committee states that the Executive has delivered value for the taxpayer by adopting a business criteria through a framework that sets out clear priorities for the businesses, alongside performance monitoring and, with management held to account for their delivery. The Committee sets out a number of conclusions and recommendations, including: that the Department of Trade & Industry is setting up a Board to provide direction and accountability for the Executive; that there should be a presumption that all government businesses come within the Executive's portfolio; that the Executive should market its services comprehensively and seek to be more visible across government; that the Executive should be given an explicit responsibility for advising sponsor departments on the investment needs of their businesses; that the performance management of the Executive needs to include wider measures that are based on the results of individual businesses; also, that the Executive needs sufficient pay flexibility to continue to recruit high calibre staff; that the Executive's responsibility for the postal services industry extends beyond shareholder value issues, and the Committee believes the Department should identify options for relieving the Executive of responsibility for Royal Mail policy; that the Executive should set business-level dividend targets, which take into account the risks faced by the business and the Executive should systematically undertake valuations of the businesses in its portfolio.
Identity And Passport Service
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Author : Great Britain: Parliament: House of Commons: Committee of Public Accounts
language : en
Publisher: The Stationery Office
Release Date : 2007-10-10
Identity And Passport Service written by Great Britain: Parliament: House of Commons: Committee of Public Accounts and has been published by The Stationery Office this book supported file pdf, txt, epub, kindle and other format this book has been release on 2007-10-10 with Computers categories.
This report examines how lessons learnt from the introduction of ePassports will be incorporated into future projects; the cost of authenticating applicants' identities; passport fee trends; the measures being taken by the Identity and Passport Service (IPS) to hold down passport fees; and working with others to reduce costs and improve border security. An ePassport contains an electronic chip storing biographical data and a digital facial image of the passport holder. From 2009 new second generation ePassports will incorporate the fingerprints of the passport holder. Passport fees have risen ahead of inflation since September 2003 to fund ePassport technology and other projects intended to improve the security of the UK passport. From 2009 all passport applicants will have to attend in person to provide fingerprints for inclusion in second generation ePassports. The set-up cost of data collection, validation and storage necessary to introduce these changes will be substantial. During 2007 IPS has been introducing personal interviews at its 69 new interviewing offices for first time adult passport applicants. At least one of the 69 offices is intended to be within an hour's travel by public or private transport for 95% of the UK population (except in remote locations). But elderly and disabled people may still face difficulties in making the journey. With the introduction of second generation ePassports, all applicants will need to attend a local office to give their fingerprints. The long term durability of the chip embedded in the ePassport book is unproven.