What is worse, the lack of complete information is now exacerbating the problem and could have a detrimental effect on the ability of local authorities to concentrate on improving service delivery and meeting government targets.
In response to these concerns, the Institute of Ratings Revenues and Valuation has recently brokered a meeting with the Department of Work and Pensions and the software suppliers to discuss these issues and to look at what future changes are planned.
This initiative should provide a forum for continuing discussion of potential and actual changes, and allow the software companies to plan for and meet the requirements in good time.
Local authorities currently have to administer housing benefit and council tax benefit within a myriad of schemes – particularly in relation to the private rented sector.
They have to take on board frequent changes in legislation and implement the new software these often require. They have to operate anti-fraud schemes, adhere to the rigid requirements of the verification framework and be mindful of data protection.
All this must be done against the backdrop of the targets set by the government on electronic service delivery. It is therefore no surprise that some of our customers are struggling with a growing benefits backlog.
Local authorities rely on their software suppliers to get new software implemented to meet all the legislation and statutory requirements – on time and bug free.
We have 140 council tax benefits and housing benefits customers. We have to interpret the changes, which is often extremely difficult owing to their complexity, the very tight timescales and the lack of detailed information on which to base any analysis.
The government must be courageous enough either to simplify the benefit rules entirely or leave the current system well alone
All too often we are forced into the uncomfortable position of choosing between speed and quality – if we get it wrong we are letting down our customers and potentially, in turn, some of the most vulnerable members of the community our customers serve.
Some of the most costly and disruptive changes relate to management information requirements – there seems to be a lack of understanding of the way that information is stored. The range and quantity of information being asked for is immense, and much of it overlaps or conflicts.
In periods of relative calm, a software supplier works with a local authority as a team to meet the requirements of the customer. When the government sends through change after change with little regard to the time and cost these involve, it is easy for the relationship between supplier and local authority to suffer in the race to implement the changes.
The performance of a local authority can be improved dramatically if it is allowed some breathing space.
With the help of its software suppliers it can concentrate on how to improve the quality of its assessments, thus improving the provision to the community.
And it can take steps to combat fraud. The information it provides will be more accurate and more meaningful and therefore give the bodies that analyse it more sensible data on which to base results and planning.
The cycle of disruption must be broken – the government must be courageous enough either to simplify the benefit rules entirely or leave the current system well alone. Unfortunately the tax and pension credit changes being brought in for 2003 will mean further system redevelopment and staff retraining.
Source
Housing Today
Postscript
Yasmin Cade is assistant product manager, benefits, at SX3.
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