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Advice Services Measuring Performance. The Leicester Experience Best Value Review 2001 Best Value Review 2001 Poor Service, probably going to improve.

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Presentation on theme: "Advice Services Measuring Performance. The Leicester Experience Best Value Review 2001 Best Value Review 2001 Poor Service, probably going to improve."— Presentation transcript:

1 Advice Services Measuring Performance

2 The Leicester Experience Best Value Review 2001 Best Value Review 2001 Poor Service, probably going to improve Poor Service, probably going to improve Not clear how services linked to corporate priorities, and why the services were delivered in the way that they were… Not clear how services linked to corporate priorities, and why the services were delivered in the way that they were…

3 Advice Strategy 2002 Set out the intention to introduce a common performance monitoring framework for directly delivered & voluntary sector advice services Set out the intention to introduce a common performance monitoring framework for directly delivered & voluntary sector advice services Signed up to the Quality Mark Signed up to the Quality Mark Single commissioning point for voluntary sector advice services Single commissioning point for voluntary sector advice services

4 Work on performance measures Participation in national pilot lead by Citizens Advice Participation in national pilot lead by Citizens Advice Need to progress quickly in light of BVR Need to progress quickly in light of BVR Focus on outcomes rather than throughput measurement Focus on outcomes rather than throughput measurement What tangible results from advice and how to compare services? What tangible results from advice and how to compare services?

5 The Monitoring System Common definitions – levels of advice, cases and enquiries Common definitions – levels of advice, cases and enquiries Monitoring requirements scaled to level of advice Monitoring requirements scaled to level of advice Outcomes of advice at specialist level Outcomes of advice at specialist level Customer feedback information Customer feedback information Mystery shopping Mystery shopping Financial information Financial information

6 New Monitoring Scheme Started in Leicester 2003/04 Started in Leicester 2003/04 Nottingham 2004/05 Nottingham 2004/05 Amended prior to introduction in Nottingham Amended prior to introduction in Nottingham Supported by set of guidelines and Access Database Supported by set of guidelines and Access Database Further work on IT support required Further work on IT support required

7 What does it Measure? Information Requests Information Requests The number of people requesting information (e.g. leaflets) but not the number of leaflets The number of people requesting information (e.g. leaflets) but not the number of leaflets Enquiries Enquiries A headcount of enquirers, not the number of issues A headcount of enquirers, not the number of issues Cases Cases Specialist casework on which outcome monitoring takes place Specialist casework on which outcome monitoring takes place

8 Equal Opportunities Information For both enquiries and cases For both enquiries and cases Gender Gender Disability Disability Ethnicity monitoring Ethnicity monitoring But… But… For cases we use the CRE full codes (includes mixed race) For cases we use the CRE full codes (includes mixed race) For enquiries we use the CRE short codes (Black, Asian, White, Chinese, Other) For enquiries we use the CRE short codes (Black, Asian, White, Chinese, Other)

9 Ward information Again, for both enquiries and cases Again, for both enquiries and cases Records the ward residency of the service user Records the ward residency of the service user Some City coding if of no fixed abode Some City coding if of no fixed abode High levels of City coding not accepted unless the service is particularly geared to serving homeless users. High levels of City coding not accepted unless the service is particularly geared to serving homeless users.

10 Case Recording Case Recording Numbers of cases Numbers of cases Opened in the quarter Opened in the quarter Closed in the quarter Closed in the quarter Case outcomes Case outcomes Advice specific outcomes (e.g. benefit raised, debt rescheduled) Advice specific outcomes (e.g. benefit raised, debt rescheduled) General outcomes (won, lost, no further contacts) General outcomes (won, lost, no further contacts)

11 Claims At the present time completion of claims for DLA/AA are classed together with cases At the present time completion of claims for DLA/AA are classed together with cases Some work in Leicester to separate these where a General Help with Casework service is provided (e.g. where claim outcomes are known to the agency) Some work in Leicester to separate these where a General Help with Casework service is provided (e.g. where claim outcomes are known to the agency)

12 Case Outcomes Welfare Benefits Welfare Benefits Amount raised (annualised & lump sums) Amount raised (annualised & lump sums) Debt Debt Amount of debt managed Amount of debt managed Housing outcomes (see next slide) Housing outcomes (see next slide) Welfare benefit outcomes Welfare benefit outcomes

13 Housing Outcomes Housing Housing Possession prevented Possession prevented Possession suspended Possession suspended Eviction prevented Eviction prevented Eviction suspended Eviction suspended Adverse homelessness decision overturned Adverse homelessness decision overturned Money gained in damages Money gained in damages Welfare Benefit outcomes Welfare Benefit outcomes

14 Case Outcomes (continued…) Employment Employment Amount of award/ settlement Amount of award/ settlement Other employment outcomes (e.g. reinstatement) – not required to be broken down Other employment outcomes (e.g. reinstatement) – not required to be broken down Immigration & Nationality Immigration & Nationality Immigration status determined positively Immigration status determined positively Welfare benefit outcomes Welfare benefit outcomes

15 Other Areas of Advice Health & Community Care Health & Community Care Education Education No outcomes set in the current monitoring scheme. No outcomes set in the current monitoring scheme.

16 Financial Monitoring Information is specific to the advice contract – not the organisation as a whole Information is specific to the advice contract – not the organisation as a whole Requires apportionment of organisational costs to the various contracts (e.g. how much is Council, how much LSC?) Requires apportionment of organisational costs to the various contracts (e.g. how much is Council, how much LSC?) Requires cost centring where more than one type of advice service is provided (e.g. housing casework, initial generalist advice services) Requires cost centring where more than one type of advice service is provided (e.g. housing casework, initial generalist advice services)

17 Procedural Monitoring Replaced by one requirement to hold the Community Legal Service Quality Mark Replaced by one requirement to hold the Community Legal Service Quality Mark No Council auditing of procedures governed by the Quality Mark No Council auditing of procedures governed by the Quality Mark

18 Customer Feedback Three areas of assessment Three areas of assessment Access to the service Access to the service Quality of service received Quality of service received Impact of the service Impact of the service Set questions in each of the areas which must be included in surveys Set questions in each of the areas which must be included in surveys Set standard for numbers of returns Set standard for numbers of returns Must be done for individual aspects of the service (e.g. telephone help-line, casework service = 2 customer feedback exercises) Must be done for individual aspects of the service (e.g. telephone help-line, casework service = 2 customer feedback exercises)

19 One Year On – how is it used? Good information on the relative use of Information, General Help and Specialist services Good information on the relative use of Information, General Help and Specialist services 13,000 information 13,000 information 14,000 enquiries 14,000 enquiries 1,400 cases 1,400 cases Information on Case Outcomes Information on Case Outcomes 48% won, 19% no further contact 48% won, 19% no further contact Available by agency Available by agency

20 Information on Service Users Difference in client groups across agencies Difference in client groups across agencies Higher levels of BME access to face to face advice services Higher levels of BME access to face to face advice services But proportionate access to phone (generally reflecting make-up of population) But proportionate access to phone (generally reflecting make-up of population) Total of 51% BME, 49% White Total of 51% BME, 49% White 23% Disabled, 57% Female 23% Disabled, 57% Female

21 Ward Information on Users Two wards in the city account for 31% of all advice service users Two wards in the city account for 31% of all advice service users Based on need or configuration of the supply of services? Based on need or configuration of the supply of services? Overlay with the IMD – some areas clearly not provided for. Overlay with the IMD – some areas clearly not provided for.

22 Outcome Information Specialist welfare rights services raised £1,100,000 in 571 cases (average of £1,926 per user) Specialist welfare rights services raised £1,100,000 in 571 cases (average of £1,926 per user) General Help with Casework claims raised over £2 million General Help with Casework claims raised over £2 million Some contentious comparisons made between these types of service. Some contentious comparisons made between these types of service. Issues relating to not including gains achieved under LSC contracts by specialist agencies. Issues relating to not including gains achieved under LSC contracts by specialist agencies.

23 Debt and Housing Outcomes Over £2.5 million of debts rescheduled Over £2.5 million of debts rescheduled 38 possessions prevented 38 possessions prevented 140 possessions suspended 140 possessions suspended 111 evictions suspended 111 evictions suspended 94 closed housing cases, 369 debt cases. 94 closed housing cases, 369 debt cases.

24 Employment Outcomes £217,288 raised in awards and settlements £217,288 raised in awards and settlements 40 other employment benefits 40 other employment benefits Likely to be affected by Dispute Resolution Rules in the future. Likely to be affected by Dispute Resolution Rules in the future. 212 specialist cases closed 212 specialist cases closed

25 Assisting in Service Planning Leicesters Advice Services Review Leicesters Advice Services Review A challenging context - reduction of 35% in the Advice Services Budget A challenging context - reduction of 35% in the Advice Services Budget Information from the monitoring system used in the review to assess performance of internal and voluntary sector teams Information from the monitoring system used in the review to assess performance of internal and voluntary sector teams No performance case for outsourcing advice services – broadly comparable productivity and outcomes No performance case for outsourcing advice services – broadly comparable productivity and outcomes

26 Identifying Gaps Problems with access limited to fixed points of the city Problems with access limited to fixed points of the city Those areas historically funded were well served, others not Those areas historically funded were well served, others not Outer estates in particular neglected Outer estates in particular neglected Range of different client criteria a potential barrier to access (mystery shopping) Range of different client criteria a potential barrier to access (mystery shopping)

27 Conclusion This is far from perfect, but… This is far from perfect, but… It is helpful and gives solid information on who is accessing services and where; It is helpful and gives solid information on who is accessing services and where; Provides for comparison of specialist casework services and teams; Provides for comparison of specialist casework services and teams; Gives solid information on gains to help build political support for advice; Gives solid information on gains to help build political support for advice; Provides a starting point for informed debate about future priorities. Provides a starting point for informed debate about future priorities.

28 Next Steps… Nottingham and Leicester benchmarking performance this year Nottingham and Leicester benchmarking performance this year Group of LAs and LSC developing a toolkit - including Manchester and Sunderland Group of LAs and LSC developing a toolkit - including Manchester and Sunderland Toolkit available to other LAs in early 2005 for discussion Toolkit available to other LAs in early 2005 for discussion


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