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| Priority Outcome |
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| Reference: | R16 |
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| Title (unofficial): | Housing & Council Tax Benefit enquiries |
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| Category: | 09. Benefits |
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| Suggested Sponsor(s): | Head of Revenues & Benefits |
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| ODPM desc: | E-enabled “one stop” resolution of Housing & Council Tax Benefit enquiries via telephone, contact centres, or via one stop shops using workflow tools and CRM software to provide information at all appropriate locations and enable electronic working from front to back office. |
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| IDeA guidance: | To fulfil the requirements of this outcome councils handling Housing and Council Tax Benefit enquiries will need to implement fully e enabled processes from point of access to back office. Any member of the public making an enquiry through any mediated access channel must, in 80% of cases or greater, be able to have that enquiry resolved at the first point of contact without being asked to return later or be passed to another member of staff.
All enquiries through these channels should be logged and tracked using a CRM methodology according to the requirements of the cross-cutting priority outcomes, and the business processes involved in the resolution of the enquiry should be managed using workflow tools. Systems should be put in place to authenticate staff and customers making enquiries, and a methodology will need to be implemented to cross-reference and filter information drawn from council tax and housing systems according to the requirements of relevant legislation and the needs of the CRM methodology. |
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| ESD Toolkit: | Click here for relevant ESD-Toolkit page | |
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| Nat Projects: | Data is no longer maintained | |
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| LGSL refs: | 57, 58, 59, 60, 61, 62, 63, 64, 65, 66, 67, 68, 69, 70, 71, 72, 73, 726 | |
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| Partnerships: | Data is no longer maintained | |
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| Products: | Data is no longer maintained |
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| Other links: | |
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| Technology components: | A - Customer Database
B - Customer Tracking
C - Data Warehousing
D - Middleware & Web Services
E - Workflow, Messaging & e-Forms
F - Document & Records Management
G - Content Management
H - Security, Authentication & Smartcards
I - e-Payments
L - Local Land & Property Gazetteer
M - Access Channels |
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| URL for this page: | http://www.brent.gov.uk/egr.nsf/POByRefLP/R16 | |
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Last updated : 01/25/2006 05:03:44 PM
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