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Local authority staff

A to Z

A
B
C
D
E
F
G
H
I
J
K
L
M
N
O
P
Q
R
S
T
U
V
W
X
Y
Z

A

Subject	Which section of the guide it appears in
Accessibility for customers	Is the service meeting the need of the community and or users?
Accessibility improvements	Right benefit - how to maximise performance against the indicator
Appeals	Is the service meeting the need of the community and or users?

B

Subject	Which section of the guide it appears in
Backlogs	Right time, how to maximise performance against the indicator
Benchmarking	Is the service delivering value for money?

C

Subject	Which section of the guide it appears in
Change of circumstance checking	Carrying out management checks to ensure staff are processing claims accurately
Changes of circumstances reporting	Right benefit - how to maximise performance against the indicator
Changes of circumstances management	Right time - how to maximise performance against the indicator
Checking of evidence	Keeping the gateway secure by thorough checking of evidence on new claims
Communications	Is the service meeting the need of the community and or users?
Complaints	Is the service meeting the need of the community and or users?
Costs of administration	Is the service delivering value for money?
Customer care	Is the service meeting the need of the community and or users?

D

Subject	Which section of the guide it appears in
Data	Right benefit - how to maximise performance against the indicator
Data-matches	Right benefit - how to maximise performance against the indicator
Debt management	Pursuing overpayments recovery to deter non-reporting of changes in future
Diversity	Is the service meeting the need of the community and or users?

E

Subject	Which section of the guide it appears in
Electronic claims forms	Right time - how to maximise performance against the indicator
Evening shift	Maintaining a skilled and competent workforce

F

Subject	Which section of the guide it appears in
Fast track process	Right time - how to maximise performance against the indicator
Fraud investigators code of conduct	Carrying out counter-fraud activities to identify customers who set out to defraud the system
Fraud policy for LAs	Carrying out counter-fraud activities to identify customers who set out to defraud the system
Fraud referrals	Carrying out counter-fraud activities to identify customers who set out to defraud the system

H

Subject	Which section of the guide it appears in
Homeworking	Maintaining a skilled and competent workforce

I

Subject	Which section of the guide it appears in
Incorrect benefit	Is the service delivering value for money?
Innovative ways of working	Is the service delivering value for money?
Internal control mechanisms	Is the service delivering value for money?
Interventions	Right benefit - how to maximise performance against the indicator
IT access	Is the service delivering value for money?
IT systems	Is the service delivering value for money?

M

Subject	Which section of the guide it appears in
Management information	Performance management
Managing the benefits service	Performance management
Managing workload	Performance management
Mobile working	Right time, how to maximise performance against the indicator
Monitoring performance	Performance management

N

Subject	Which section of the guide it appears in
New claims checking	Carrying out management checks to ensure staff are processing claims accurately
Not entitled decisions checking	Carrying out management checks to ensure staff are processing claims accurately

O

Subject	Which section of the guide it appears in
Overpayment recovery	Is the service delivering value for money?
Overpayments checking	Carrying out management checks to ensure staff are processing claims accurately
Overpayments recovery	Pursuing overpayments recovery to deter non-reporting of changes in future

P

Subject	Which section of the guide it appears in
Partnership working	Is the service delivering value for money?
Partnership working with other organisations	Working with other organisations
Process improvements	Performance management
Process Management	Right benefit - how to maximise performance against the indicator
Procurement of services and IT systems	Is the service delivering value for money?

Q

Subject	Which section of the guide it appears in
Quality checks	Carrying out management checks to ensure staff are processing claims accurately

R

Subject	Which section of the guide it appears in
Referrals	Carrying out counter-fraud activities to identify customers who set out to defraud the system
Retention of staff	Maintaining a skilled and competent workforce
Risk profiling referrals	Carrying out counter-fraud activities to identify customers who set out to defraud the system

S

Subject	Which section of the guide it appears in
Sanctions	Using sanctions to deter fraudsters from re-offending
Secure administration	Is the service delivering value for money?
Strategic management	What has the service aimed to achieve
Subsidy	Is the service delivering value for money?
System testing	Is the service delivering value for money?

T

Subject	Which section of the guide it appears in
Take-up	Is the service meeting the need of the community and or users?
Take-up campaigns	Is the service meeting the need of the community and or users?
Training	Maintaining a skilled and competent workforce

V

Subject	Which section of the guide it appears in
Value for money	Is the service delivering value for money?

W

Subject	Which section of the guide it appears in
Workflow	Right time, how to maximise performance against the indicator
Working effectively with landlords and minimising repossessions	Working with other organisations