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Centre for Policy on Ageing | |
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| Involving users - improving the delivery of benefits | | Corporate Author | Service First Unit, Cabinet Office; Consumer Congress; National Consumer Council - NCC |
| Publisher | Cabinet Office, London, 1999 |
| Pages | 34 pp |
| Source | Service First Unit, Horse Guards Road, London SW1P 3AL. |
| Keywords | Central government departments and agencies ; Social security benefits ; Consumer ; Standards of provision ; Projects ; Warrington. |
| Annotation | Public service providers increasingly accept the need to consult and involve their users. This project is one of a number of local pilots, funded by the Service First Unit of the Cabinet Office, to see how users could be more effectively involved in drawing up new standards and priorities, and how this has affected service providers. This report describes how the North Cheshire District Benefits Agency based at branch offices in Warrington and Widnes worked with local users and user representatives to draw up a document backed up by an action plan to improve local service delivery. It examines defining and planning the project, and the process of finding out what customers want. It presents an evaluation of the consultation methods used, the principal concerns and suggestions, and drawing up of the charter. It concludes with the key lessons emerging from the consultations with customers. (RH). |
| Accession Number | CPA-990707215 B |
| Classmark | PC: JH: WY: 583: 3E: 8CHA |
Data © Centre for Policy on Ageing |
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| ...from the Ageinfo database published by Centre for Policy on Ageing. |
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