Title
Contents
Acknowledgements 7
The Authors 8
Summary 9
1. Introduction 14
1.1 Background 14
1.2 Structure of the report 14
2. Methodology 16
2.1 Aims of the review 16
2.1.1 Stage One: IDT post-implementation review 16
2.1.2 Stage Two: IDT stock-take review 16
2.2 Fieldwork 17
2.2.1 Selection of sites 17
2.2.2 Staff interviewed as part of the study 18
3. Staff awareness and understanding of the Interventions Delivery Target 20
3.1 Levels of staff awareness 20
3.2 Implementation of the Interventions Delivery Target 21
3.2.1 Interventions delivery - KMI to target 21
3.2.2 Informing staff about IDT 21
3.2.3 IDT implementation guidance 22
3.2.4 Targeting communications 23
3.2.5 Timing of communications 24
3.2.6 Communication methods 24
3.2.7 Operational support for implementation 25
3.3 Ownership of the target 25
3.3.1 Shared organisational responsibility 26
3.3.2 Developing operational cohesion 26
3.4 Conclusions 27
4. Staff perceptions 29
4.1 Positive perceptions of the Intervention Delivery Target 29
4.1.1 The focus on priority customers 29
4.2 Links with other targets 30
4.2.1 Supporting the JOT 30
4.2.2 JOT performance levels 31
4.2.3 Customer groups and recording job outcomes 32
4.2.4 JOT performance data 32
4.2.5 The IDT and other targets 33
4.2.6 Customer Service 33
4.2.7 MVFE 34
4.2.8 AACT 34
4.3 Staff concerns and suggestions for improvement 34
4.3.1 IDT resource requirements 34
4.3.2 Timing and content of interventions 34
4.3.3 Areas for improvement 35
4.3.4 The IB window 35
4.3.5 JSA case checks 36
4.4 Conclusions 36
5. Working with the Interventions Delivery Target in Contact Centres and Benefit Delivery Centres 38
5.1 The process of managing new Incapacity Benefit claims 38
5.2 Contact Centre process 39
5.2.1 JP Markers 39
5.2.2 Contact Centre performance constraints 40
5.2.3 Complexity of the FCO role 40
5.2.4 Multiple initiatives 41
5.2.5 Contact Centre performance improvement activities 42
5.3 Benefit Delivery Centre process 42
5.3.1 BDC performance constraints 43
5.3.2 Information to support IB claims 43
5.3.3 IT support for IB processing 43
5.3.4 Staffing limitations 44
5.3.5 BDC performance improvement activities 44
5.4 Conclusions 45
6. Working with the Interventions Delivery Target in Jobcentres 46
6.1 Interview attendance 46
6.2 Booking processes 47
6.2.1 Pre-calls 47
6.2.2 Re-booking interviews 47
6.2.3 Interview waivers and deferrals 47
6.2.4 Carrying out 'overdue' interviews 48
6.2.5 Centralised administration 48
6.2.6 IT issues 49
6.2.7 Lone parent window 49
6.3 Customer behaviour and failure to attend interviews 49
6.3.1 Home visits 50
6.3.2 Telephone interviews 50
6.4 Jobcentre Advisers and the Intervention Delivery Target 51
6.4.1 Management of Adviser time 51
6.4.2 Staff flexibility 51
6.4.3 Quality concerns 52
6.5 Management of performance 53
6.5.1 Performance improvement 54
6.5.2 Performance data 55
6.5.3 Policy intent vs. hitting the target 55
6.6 Conclusions 56
7. Conclusions 58
7.1 Staff awareness and understanding of the Interventional Delivery Target 58
7.1.1 Investment in new target launch activities 58
7.1.2 Coordination across operational areas 59
7.2 Working with the Interventional Delivery Target 59
7.2.1 Jobcentres 59
7.2.2 Contact Centres and BDCs 60
7.3 Staff perceptions of the Interventional Delivery Target 61
7.3.1 The IDT and customer service 61
7.3.2 The IDT and JOT - monitor the emerging picture 62
7.3.3 The IDT - 'process over outcome' and 'quantity versus quality' 62
Appendix A. Topic guides 64
Appendix B. Staff interviews 84
Table B.1 Details of the numbers of staff interviewed 84