This week’s discussion primarily focused on the last 15 years for revenues and benefits departments.
Introduction and Attendance
Malcolm Gardner welcomed participants to the meeting, noting the upcoming bank holiday. The session began with a roll call, confirming the presence of Naomi Armstrong, Alex Clegg, Robert Fox, Laura Bessell, Paul Howarth, Gareth Morgan, and Kim Larkin, among others.
Project Overview by Alex Clegg
Alex Clegg introduced a new project led by the University of York and funded by the Nuffield Foundation. This initiative aims to study devolution and Social Security, focusing on the variations in support across different regions. The project’s goals include:
- Analysing discretionary and crisis support at the local authority level.
- Creating a new data source combining national and local authority data.
- Mapping the division of competences relevant to working-age Social Security between different government tiers.
The project, still in its early stages, seeks collaboration and input from local authorities to gather necessary data and insights.
Main Discussion: Evolution of Revenues and Benefits Over 15 Years
Malcolm Gardner initiated a discussion on the changes in revenues and benefits over the past 15 years and anticipated changes for the next 15 years.
Key Points Raised:
Technological Advancements: Bob Wagstaff highlighted the shift from paper-driven processes to digital and automated systems. This transition has increased efficiency but also the volume of work, especially with the introduction of Universal Credit.
Shift in Focus: Revenues and benefits have shifted from primarily supporting the unemployed to assisting those in work and dealing with issues related to illness and disability.
Council tax charges have risen, leading to more inquiries about payment difficulties due to economic challenges like the pandemic and austerity.
Automation and Discretion: Naomi Armstrong and Alex Clegg discussed the increased reliance on automation and data management systems, enabling local authorities to interact more efficiently between departments.
Alex emphasized the growing role of discretion at the local level, which varies significantly across councils.
Customer Interaction: Laura Bessell and Robert Fox lamented the reduction in direct customer interaction, attributing it to increased automation and cost pressures. This shift has led to a loss of personal connection and increased customer anxiety.
Impact of National Policies: Participants discussed the implications of national policies on local authorities, such as Keir Starmer’s pledges and Labour’s proposals on immigration. They noted the essential role local knowledge and direct contact play in effectively implementing these policies.
Data vs. Observational Knowledge: Gareth Morgan and Alex Clegg reflected on the balance between using data analytics and observational knowledge. While data can drive efficient decision-making, local insights remain crucial for addressing specific community needs.
Concluding Remarks
The discussion underscored the complexities local authorities face in balancing automation, discretionary support, and maintaining customer interaction. It highlighted the evolving role of local authorities in Social Security and the need for integrated approaches to meet future challenges.
Next Steps
Malcolm Gardner concluded the meeting, announcing a guest speaker for the next session to discuss a new tool for representing performance data to local authorities. He thanked all participants for their contributions and wished them a pleasant bank holiday.
The recording can be accessed from https://bit.ly/VNR240520.
Files and reports to Download
Please note that the handout contains additional slides covering other items of interest in the news and job adverts, which are provided in partnership with Business Smart (https://www.businesssmartsolutions.co.uk/).