Remaking the deal – our approach to organisational change
Major initiatives of the last few years
- Centralisation of the benefits service from 11 area locations to single benefits administration
- Integration of benefits call handling within Salford Direct’s corporate Call Centre
- Verification Framework which feeds into Best Value Performance Indicators
Improvements that make a difference to people’s lives
- Increased number of payment outlets and longer opening hours delivered through partnerships with the Post Office and Paypoint
- Extended opening hours through the council’s Call Centre
- On-line benefit claim forms
- Customer email query facility
- Assistance from meet-and-greet staff
- Extra reception area to fast track standard enquiries and so minimise customer waiting times
- Home visiting service
- Translation services, text-phone, Braille, audio cassettes and computer disk facilities for people with disabilities
Improvements for staff
- Working from home project (23 staff, rising to 50 in April next year)
- Introduction of four day week
- Introduction of staff breaks (for those working in Customer Services and Call Centre)
- Introduction of staff training and development plan (all staff receive minimum of 5 days training & development annually)
- Major training programme (70 staff attained NVQ level 3)
Improved communications
- Appointment of Business Development and Communications Manager
- Press releases
- Literature issued with council tax bills
- Council’s web site and Intranet
- Publications including Salford People, Retired and living in Salford, regional Health Directory etc
- Monthly performance report
This page was last updated on 14 November 2008
Email this page to a friend
Bookmark this page using:
Find out more about social bookmarking.
These sites allow you to store, tag and share links across the internet. You can share these links both with friends and people with similar interests. You can also access your links from any computer you happen to be using.
If you come across a page on our site that you find interesting and want to save for future reference or share it with other people, simply click on one of these links to add to your list.
All of these sites are free to use but do require you to register. Once you have registered you can begin bookmarking. Each of the sites works slightly differently so use the links below to find out which service best suits your needs.
Find out more about social bookmarking at Wikipedia.
