Transforming the Customer Experience Melanie Scott

Tell Us Once Secondary information Sir David Varney Changes of circumstances Pilot sites Southwark Council Wolverhampton City Council Rotherham Metropolitan Borough Council

Bereavement Secondary information Who do I tell? What do they need? When shall I do it? What difference does it make?

Bereavement – Initial Findings Secondary information Customer insight -Nationally -Locally Duplication Registration of death

Southwarks Bereavement Support Service Secondary information Bereavement Support Officers (BSOs) Initially based in registrars Local Hospitals Closing the loop

Death Registered elsewhere Visit to Southwark registrar Contact via CSC Appointment with BSO Southwark Council DWP HMRC DVLA Appointment with BSO 3 rd & Private Sector Bereavement Support Service Notification and who else to tell Benefits & other service entitlement check Signposting Counselling and other support services Council friend Local Hospitals

Results so far Secondary information 60% take up of service Reduction in avoidable contacts Additional Benefits & services Improvement in back office process Out of borough help

Our Customers Secondary information

Lessons Learnt Secondary information Time scales Understanding the customer Existing services Staff knowledge & commitment Training & Support Sustainable Solutions Future development

Any questions? Secondary information