Train L, Williams C
The International Journal of Public Sector Management, (UK), 2000 Vol 13 No 6
Start page: 526. No of pages: 14
Focuses on the introduction of a variety of quality initiatives with regard to the UK benefit enquiry line (BEL) – an advice and information service for people with disabilities. Looks at whether it is possible to maintain customer satisfaction whilst implementing efficiency measures. Refers to the various quality frameworks utilized; discusses the main features of the European Foundation for Quality Measurement that the Benefits Agency and BEL have adopted since 1999. Reports on the fact that BEL gained the Charter Mark award in 1994 and 1997 and the Investors in People (IIP) in 1995. Describes how in 1996-1997 the service was put out to tender and various processes were undertaken to down grade jobs at BEL and reduce the average call length target to those using the service. Argues that this has not meant a reduction in service delivery, touches on the attitude of staff and suggests that these developments are part of developing a ‘learning organization’.
Subject(s): QUALITY MANAGEMENT, DISABLED PEOPLE, BENCHMARKING, SERVICE LEVELS, BENEFITS, LEARNING ORGANIZATIONS
Style: Case study. ISSN: 0951-3558. Reference: 29BA346
Reproduced by permission of Anbar Management Intelligence