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LB Ealing

Appendix 2. LB Ealing. Overpayments - suggested improvements. Kevin Sutch. Overview. Current situation using HBIS system for HB using Ash debtors for invoicing and reminders difficulty in getting MIS from HBIS moving to SX3 in the New Year no appreciable processing backlogs.

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LB Ealing

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  1. Appendix 2 LB Ealing Overpayments - suggested improvements Kevin Sutch

  2. Overview Current situation • using HBIS system for HB • using Ash debtors for invoicing and reminders • difficulty in getting MIS from HBIS • moving to SX3 in the New Year • no appreciable processing backlogs

  3. Current situation (1) • no delays at the start of the process • no apparent delays once a change of circumstances hits a case worker’s tray • delays occur once a customer has asked for either a statement or has queried the overpayment

  4. Current situation (2) • delay of 14 days between sending a decision notice and an invoice being sent • checking of decision notices increases the delay in the overall process

  5. Potential issues • scanning and indexing relies on the accuracy and skill of those doing the job • new SX3 system due to be implemented and improvement is expected once implemented • lack of staff at corporate collection level

  6. Suggested changes • reduce time between the decision notice and Invoice is sent - send in same envelope • change reminders to reflect the amount of time outstanding to appeal - this will improve customer care • utilise all recovery options

  7. Simple Process map Change of Circumstance received Scanned and Indexed within 2 days Passed to case worker who actions change in 5 days Total of 40 days Debt Team take over send decision letter and Invoice in 2 days, they also deal with all queries relating to the overpayment Debt Team send out a number of reminders informing customer about appeal rights and how much they owe One calendar month later the case is passed to corporate collection team to utilise their collection skills

  8. Quick wins • raise caseworkers’ awareness of the knock on effect their actions have on the Debt Team • reduce the amount of time spent on checking • identify accountability and responsibility between all teams involved in overpayment recovery • reduce the time an appeal stays within the appeal team

  9. Next steps • create action plan for change • identify who will be the champion for change • agree milestones and monitoring arrangements

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