Benefit maximisation service

Project

Benefit Maximisation Service.

Background

The Benefit Maximisation Service (BMS) aims to provide high quality benefits advice and casework support to reduce the effects of poverty, prevent homelessness and improve the quality of life for one local authority's residents.

Brief

A local authority asked Liverpool Direct Limited to develop a single, corporate benefits advice service to be run within, and as part of, a single corporate Benefits Service.

Results

Liverpool Direct Limited recognised that the key to developing the new service was ensuring clear service objectives, supported by effective performance management and a clear operational model.

Highlights include:

  • Recruiting and training a new team of 16 specialist staff.
  • Establishing service level measurement and reporting.
  • Common systems of casework, supported by electronic case management software.
  • Structured referral e-forms.
  • Establishing key referral “triggers” for the authorty's One Stop Shops and Contact Centre staff.
  • Roll-out of benefit calculator software to the One Stop Shops.
  • Enhanced web-based service, including self-referral and benefit fact sheets.
  • Joint working with the Local Pension Service.

Testimonial

'LDL has transformed the council’s benefits advice function from a collection of low-key, fragmented activities into a high-performing corporate service of which the City can be rightly proud.' 

Brian Borthwick, Revenues and Benefits Client Officer.