Service Improvement Training for Revenues and Benefits Staff

A desire to embed improvement techniques within your in house team, a desire to develop greater flexibility within the team, or an ambition to expose your improvement team to standard consultancy methodologies; whatever your reason for wanting to want to train your staff in improvement techniques there are concrete benefits from attending one of our courses.

Drawing on our experience managing in house teams, and embedding skills transfer at the heart of our work. Our service improvement training provides a thorough and practical approach to delivering improvements, with access to tools and methodologies used by the ValueAdding.com team.

Our training is based on the practical realities of the Revenues and Benefits service, and we look wherever to use live examples provided by attendees to ensure that on leaving our training sessions staff are able to leave with clear plans and techniques which they are then able to put into practice.

Process Improvement for Revenues and Benefits staff: Rooted in practical redesign from the customer's perspective this session will introduce key methodologies and practical tools for delivering changes in service redesign from revenue and benefits stand point. Examples include streamlining the proofs process in benefits applications, and improving Council Tax collection from the initial account set-up.

Project management for Revenues and Benefits staff: Many authorities are confident in the re-design of their service, but struggle when they attempt to deliver these improvements and balance competing priorities. This session will provide an introduction to practical project management tools and techniques, and explore how staff take a re-design from concept to delivery, through the development of project plans, management of these and the tracking of benefits delivery.

Performance Management for Revenues and Benefits staff: Few services have the range of performance management measures that confront Revs and Benefits management. Often these measures do not reflect the priorities of either staff or customers. This session will explore key performance measures, root cause analysis, and how these can be used to drive improvements quickly and effectively through focussed operational management.

These sessions will be shaped by the priorities of attendees, with attendees being asked to submit areas of interest or specific issues in advance of the meeting, so that the session can be tailored around these.

Likely audience: Service development staff, project managers, team leaders and those charged with delivering change.