ICE Creates was commissioned to support the Revenues & Benefits team at Tewkesbury Borough Council to review the way they delivered their services in light of the national changes around welfare. The aim was to release capacity to focus on a more joined up approach around financial inclusion. Against a range of local and national performance targets, it was shown that the service was at bottom quartile levels and that staff were struggling to cope with a never-ending backlog and rising customer complaints.
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