One Stop Shops for DWP

Project

To develop a multi agency approach to customer services within the community, working with local organisations from the public, private and voluntary sector.

Background

The network of 11 One Stop Shops provides a broad range of services including appointment and drop in facilities for advice, referral, assessment, appointment, consultation, documentation verification and checking for up to half a million visitors each year. Staff are highly trained in all aspects of customer service include cultural and mental health awareness. Facilities include private interview rooms, mini loop, British Sign Language, Language Line translation, wheelchair/pushchair access and information in large print, Braille and audio.

Brief

To administer and transform face-to-face services, develop surgeries and increase the richness of provision through a single access channel.

Results

A range of partners presently work closely with the One Stop Shops including; South Liverpool Housing, CDS Housing, Lee Valley Housing, Berrybridge, Community Police, Fire Brigade, Trading Standards, Domestic Violence Unit, Jobs Employment Training initiative, Fag Ends, Anti Social Behaviour Unit and  Liverpool Local Services Department for Works and Pensions. 

Liverpool Local Services has operated fortnightly pension entitlement surgeries for the past four years. The interviews are for people aged 60 and over and customers are booked in for an interview by the One Stop Shop staff. The surgeries have proved very popular and are held on different days throughout the network of One Stop Shops to ensure service continuity.
 

Testimonial

"Our customers find the One Stop Shops very customer focused and accessible, and are pleased that the Pension Service has a presence. Referrals are always of a high quality and Pension Service staff often comment how helpful and friendly the staff are. Liverpool Local Service has helped a lot of customers via the One Stop Shops which has made a significant improvement to the quality of their life."

Johnson Jane, Customer Liaison Manager Liverpool Local Services, Department for Works and Pensions