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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– 3rd 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