Part Two - Good practice
This section contains all of the good practice guidance.
Signposting
We have used a signposting system in this part of the guide to help you quickly find good practice that either helps improve efficiencies and/or drives good performance.
You can go straight to this information by following the appropriate links in the good practice key drivers boxes that appear at the top of each section of good practice.
Key system
We have also used a simple key system using graphic symbols to help you identify which element of good practice is being covered.
Good practice that helps to improve efficiencies
Good practice that drives good performance- Good practice that both helps to improve efficiencies and drives good performance
You can see all of the key performance and all of the efficiency drivers on the following pages:
Please note that these are condensed versions of the Part Two documents above and we recommend that you read all documents in full to see each driver in context
This section is divided into the following parts
- Right benefit: How to maximise performance against the indicator
- Right time: How to maximise performance against the indicator
- What has the service aimed to achieve
- Keeping the gateway secure by thorough checking of evidence on new claim
- Carrying out management checks to ensure staff are processing claims accurate
- Pursuing overpayment recovery to deter non-reporting of changes in future
- Carrying out counter-fraud activities to identify customers who set out to defraud the system
- Using sanctions to deter fraudsters from re-offending
- Working with other organisation
- Is the service meeting the need of the community and or users
- Is the service delivering value for money
- Performance management
- Maintaining a skilled and competent work force