Customer Case Management

Customer Case Management (CCM) supports a consistent approach to the decision-making process in claims for Disability Living Allowance (age 16 plus) and Attendance Allowance.

We aim to improve:

• the experience for our customers and our staff
• relationships with our partners
• the efficiency of our services.

The CCM approach

The CCM approach:

• Allows customers to provide information that accurately describes their care and mobility needs with the level of detail needed by the Decision Maker.
• Uses a claim form which is simpler to complete – developed with the DCS Advisory Forum and other welfare group representatives.
• Encourages a consistent approach to decision-making by providing Decision Makers with comprehensive, up to date medical guidance and guidance on evidence gathering.
• Includes clearer explanations of decisions.
• Promotes more direct contact between Decision Makers and customers.

Progress so far

The CCM approach was tested at Bootle DBC, Manchester DBC and Warbreck House from September 2005 to March 2006.

The testing has highlighted some very encouraging results:

• An increase in cases decided on customer evidence alone.
• Reduced cost of evidence gathering.
• Fewer requests for an explanation of a decision.
• Fewer appeals.
• Fewer decisions overturned at appeal.
• Approval of the improvements made to the claim form, medical guidance, decision notification and of the increased contact with customers.

There was no significant difference in the proportion of cases awarded an allowance but more decisions were based on the information in the claim form alone.

The findings also showed a shift towards evidence being requested from the most appropriate source.

What is happening now?

We are doing more work on medical guidance, evidence gathering and the overall process – because the testing suggested more improvements could be made in these areas. We continue to work closely with our key internal and external partners.

Specifically work is being taken forward to develop a notification that includes a reason for the decision.

We plan to implement the improved claim form nationally from the end of April 2007.