1 Benefit Cap Rollout London Borough of Croydon Going live!

Go live plan and process –Initial engagement - who –Key elements of the plan –The customer journey –Notifications –Monitoring and reviewing –Testing and sign-off for go-live

The reality of the first few weeks –Phasing –The first cases –IT - timing –Benefits –Project liaison and communication –Monitoring, feedback and correcting issues –Ramping up the rollout –What does success look like

A single approach to welfare reform –A single view of customer impact –Handling customer contact holistically –Utilising existing customer relationships –A brand and continuous message –3 rd sector and local partnership –A single resolution/offer –Monitoring demand and potential pinch-points

Media and FOI –The types of request –Political position –Keeping senior managers and members in the loop –Management of cases as they arise –What data to hold (and not hold) –Using the media to help customers – turning to our advantage