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Agenda Context.
Welfare Reform impact on City West.
Our response.
Processes and systems developed and how they work.
How we've used the data – “So What?” factor.
Impacts we're having.
Context - Welfare Reform Single biggest, most significant and wide-ranging change in
more than a generation.
Increased levels of risk and significant financial implications.
Challenging wider environment (unemployment, recession).
Hard hitting impact on customers.
Still great levels of uncertainty (Universal Credit).
Welfare Reform in Numbers
£2,000,00
0
1981 1568 £1.025m
£46711,000
7,000 (63%)
2,307
£423,618£250.2
3
Our Response
Our ResponseDeveloping Intelligence
Critical part of City West response from the beginning, developed with 3 principle aims:
1. ‘Understand what is going on’.
2. Communicate information and impact to customers and staff.
3. Direct activity, resources and support.
City West has developed new processes and integrated systems to achieve this.
How new processes have helped us understand Welfare
Reform Capturing data from customers.
Data sharing with Council.
Improved interdepartmental working.
Embedding of ‘Making Every Contact Count’.
Surveys on Welfare Reform.
Qlikview
Business Intelligence Software.
Analyse data to provide unprecedented levels of insight.
Technical and skilled internal team to develop
functionality.
How we use the data.The “So What?” factor
Target communication
Direct strategy and activity as well as resources (identify hotspots)
Monitor and evaluate impact
Impact we are havingUnderstanding of Welfare Reform
Customers (down to individuals). Business (arrears, collection).
Managing impact of Welfare Reform
Customer affected less. Targeted communication. Helped 250 customers ‘right size’. Helped customers access £300,000 of additional benefits. Helped 250 customers receive DHP.
Questions?
Chris Fray
0161 605 7236
