Decision details

RESOLVED:       That option 2 in the report be approved – to agree to offer Acomb residents wider access to the Benefits Service and information during full council opening hours in a cost-effective way at 3 out of the 4 venues whilst improving the face to face offer at the venue that is currently most used.  Option 2 in the report consists of:

·        Continuing to provide face to face access to Benefits Service at Gateway Centre on a Monday with extended hours, to become effective during December 2012.  This will enable the council to continue to provide face to face access to Benefits Service at Gateway Centre on a Monday.  From the data capture analysis there is the highest take up of accessing Benefits Services face to face at this venue on a Monday.

·        Withdrawing face to face access from Foxwood and Sanderson Community Centres on a Wednesday and Thursday and seek approval for provision of dedicated direct phone contact access at these community venues.  The data analysis shows a very low take up of face to face access to Benefits Services at these venues.  Phone line ports for internal phone usage which can be used by customers to contact the Benefits Service phone team direct have already been installed.  Dependent on the venue opening hours, and with the Residents Committee’s agreement, this could potentially open up access via the phone, during the existing opening hours of 8:30am to 5:00pm Monday to Friday at these venues.

·        Dedicated direct phone contact access at Acomb Explore to the Benefits Service phone team.  The deadline to vacate the room provision at Acomb Explore has been reached and the data analysis shows a low take up of face to face Benefits Services at Acomb Explore as well as a continuing downward trend in customer footfall.  The existing phone line ports have already been reopened at this venue and so can be used by customers now to contact the Benefits Service phone team direct from this venue during existing opening hours of 8:30am to 5:00pm Monday to Friday.

·        There may be other venues that will better meet customer requirements for fact to face access to Benefits Service in Acomb and this will be kept under review using customer insight data.

REASONS:         This approach fits in and will further inform financial inclusion activity which is intended to increase the scope and build the capacity of City of York Council and other partners to deliver a more co-ordinated approach to financial inclusion across the city, bringing about the following outcomes:

·        The creation of a citywide financial safety net, with good information and advice available for all residents.

·        The identification of a programme of proactive outreach campaigns in areas of specific need.

In addition the continuing fall in customers accessing the services at all four venues, and the resulting impact on processing and assessment of benefit claims in the wider York team which is already under pressure from reduced funding and increased workloads.  This is in addition to the space in Acomb Explore becoming unavailable for this use.