Overview of Tell Us Once

Transcription

1 Overview of Tell Us Once 8 th November 2012

2 Purpose To provide an introduction to the concept of Tell Us Once; an overview of our success to date; a summary of future opportunities in the context of how it could be used to support more citizen centric services.

3 What is Tell Us Once? The Tell Us Once Service: - Winner of The Guardian Partnership Working Award 2009 and 2012 Innovation Nation Award. The award - sponsored by Virgin Media and the Guardian (in the Innovation in Frontline Services category) was decided by combination of public vote and an expert judging panel allows citizens to inform central and local government just once of changes in circumstances such as a birth or bereavement.

4 Partnership Working The cross-government service is led by DWP and provides information relating to death and birth notifications across government on benefits and services - including: Local Authorities Housing Benefit, Council Tax Benefit, Children s Services, Electoral Services, Blue Badge; Her Majesty s Revenue & Customs Child/Working Tax Credits, Personal Taxation; Identity and Passport Service UK Passport; Driver and Vehicle Licensing Agency Driving Licence; Department for Work and Pensions Pension Credit, Income Support, Disability Living Allowance, Jobseeker's Allowance

5 The Tell Us Once Approach We aim to fit in with existing processes of the partner organisation, though some will become naturally more efficient as a result of joined-up working and the effective sharing of common customer data. We aim to: go where customers expect to find services such as local authorities and hospitals. We offer a choice of channels for people to use such as face-toface, telephone and online; re-use established infrastructure, such as existing business process and IS/IT systems; recognise that staff skills already exist to deliver such a service and provide additional development and support in providing the TUO service.

6 Delivering the Service The face to face service is delivered by Local Authority staff usually in the Registrar s Office after death is registered but can also be offered in hospitals and other council offices. 85% of LAs are either already delivering or signed up to take the service. DWP deliver the call centre facility for those who prefer to use the phone after the death has been recorded by the Registrar. An On-Line service was made available from April 2012.

7 General Benefits On completion of the national roll out for the current Birth, Death & Bereavement service to all Local Authorities significant benefits are expected across local and central government and savings in citizen s time Citizens receive faster, cheaper and easier access to government services. Central and local government benefit from: easier verification; reductions in error, duplication and fraud; and quicker processing times leading to savings to the economy Frontline staff get improved job satisfaction from delivering a personalised service that makes a real difference to people

8 TUO Public Reaction 307,000 people have already used the service 99.5% of responses to a customer survey were positive Typical feedback includes. Thank you so much for a wonderful service at a difficult time. A compassionate service, it was great to be able to deal with everything in one place.

9 Examples of Feedback Tell Us Once Tell Us Once is a valuable service with great potential to improve process efficiency and save the public sector significant amounts of money. Staff member, Lambeth The gratitude shown by customers is unprecedented and clearly demonstrates the true value of this ground breaking service. Tell Us Once is a valuable step forward in the End of Life Care pathway and should become an integral part of the model for future service delivery within other NHS Trusts Eileen Sills, Chief Nurse and Director of Clinical Services, Guy s & St Thomas's NHS Foundation Trust Front line staff member, Rotherham Please do make this service available countrywide. It is so helpful and useful in a time of great distress thank you so much. Bereaved customer, Southwark

10 Headline News Tell Us Once: Guardian Public Leaders Network - 12th December 2011 How the public sector can give more satisfaction Recent research shows many people are pleased with government delivery of services, but there is scope for improvement, says Craig Baker (Head of public sector practice at the Boston Consulting Group) Citizens, are you being served?" was the question the Boston Consulting Group asked in recent research into satisfaction levels with the delivery of public services around the world. No" was the answer: Only one in three citizens is satisfied with government services according to our survey of 9,000 people in nine countries. And in all nine countries, the majority of people felt that the quality of private sector services is better than those from the public sector - but Britain fared better than the rest around the world. One service in the UK that has already heralded the new dawn is the Tell Us Once scheme led by the Department for Work and Pensions that enables users to report events such as births or deaths to government just once, for it then to flow through to all other public agencies. This is truly revolutionary and is being studied and copied by governments worldwide.

11 Future Ambitions Work is underway to: Explore the development of other key life events and changes which could benefit from the TUO service (for example - change of marital status); Establish TUO services in other areas of the public sector within all areas of government and potentially (where customers have requested) within the private and 3 rd sectors where this would add value for the individual citizen; the taxpayer and the data consumer / TUO business partner. For more information come and meet the Tell Us Once Team; visit our stand here today or contact me at: Tell Us Once - because your time matters New Business Team, TB013a, Tyneview Park, Newcastle upon Tyne, NE98 1BA T M E steve.scott@dwp.gsi.gov.uk