All Authorities are expected by the BFI and by the Performance Standards to be able to produce concise documents showing all procedures (from the opening of mail through to the processing procedures).
Duncan Baxter of Destin worked in unison with Argyll & Bute Council to produce a Housing Benefits & Council Tax Procedure Manual, which is available to all staff from their desktops and from links from the workflow processes. The manual also includes easy access to HB/CTB circulars.
Maggie Campbell said:
‘I have known Duncan for some years and knew immediately that working with Duncan would be easy and productive. We provided Duncan with access to our workflow system and with tons of paper. From that Duncan worked remotely returning with the mid version of the manual for our review. Time was spent with processing and administration staff to get feedback, from this the final version of the manual was produced.
The overall opinion of all staff has been “great”, “very useful”. From a management point of view a large time consuming task has been completed with minimum time input from our staff, allowing them to carry on with other duties. Also the manual will satisfy the Performance Standards requirements.
A quote from one of our Fraud Officers is “The Bible we never had”.