The Pension Service Customer Survey 2007
The Pension Service Customer Survey 2007

Author: Nicholas Howat

Publisher:

Published: 2008

Total Pages: 196

ISBN-13:

DOWNLOAD EBOOK

"This report presents findings from a survey of Pension Service customers, all of whom had experienced recent contact with the Service. The face-to-face interviews with a representative sample of current pensioners, future pensioners and their representatives, explored customers' experiences of, attitudes towards and satisfaction with the service they had received from The Pension Service. This survey was a follow up to previous studies in 2005 and 2003, identifying progress made over the interim period."--Website.

Progress on Tackling Pensioner Poverty
Progress on Tackling Pensioner Poverty

Author: Great Britain: National Audit Office

Publisher: The Stationery Office

Published: 2006-07-21

Total Pages: 72

ISBN-13: 0102942404

DOWNLOAD EBOOK

The main report is also available (HCP 1178-I, ISBN 0102942315). A previous NAO report on this topic (HCP 37, session 2002-03) (ISBN 0102919577) and a report by the Committee of Public Accounts (HCP 565, session 2002-03) (ISBN 0215009347) are also available.

Delivering Effective Services Through Contact Centres
Delivering Effective Services Through Contact Centres

Author: Great Britain: National Audit Office

Publisher: The Stationery Office

Published: 2006-03-15

Total Pages: 88

ISBN-13: 0102937184

DOWNLOAD EBOOK

This NAO report examines the role and cost effectiveness of contact services for customers from the Department for Work and Pensions. During the 2004-05 period the Department spent £190 million on running contact centres. The centres themselves answered more than 33 million incoming calls, and made 7 million outgoing calls, as well as handling 300,000 e-mails, 30,000 faxes and 4 million incoming letters and application forms. The Department serves a wide range of customers, including 28 million pensioners and benefit recipients, paying out £112 billion a year in benefits and pensions. This report sets out a number of recommendations: that the Department should develop its understanding of customer demand and improve its forecasting processes; that the Department should aim to offer a seamless service, by reducing the number of telephone contact points, as well as sharing good practice techniques across such areas as forecasting and training; that contractual arrangements for staff should match the demand needs of customers, and that contact centre targets should therefore focus on customer need; that the Department should advance initiatives to improve its information on costs.

Understanding social security (Second edition)
Understanding social security (Second edition)

Author: Millar, Jane

Publisher: Policy Press

Published: 2009-02-02

Total Pages: 311

ISBN-13: 1447319974

DOWNLOAD EBOOK

In an increasingly risky world the need for social security support is greater than ever. Benefits and tax credits aim to provide protection against economic risks, help families with the costs of bringing up children, enable people to save for retirement, and provide support in old age. Key goals are to redistribute income to alleviate poverty and help people maintain living standards across the lifecourse. Reform of the social security and tax systems has been at the heart of the UK Labour government's aspirations to modernise the welfare state since 1997 with major changes in both policy and administration. This second edition of the important text, Understanding Social Security, reviews these policy developments, giving readers the information and analytical tools to make sense of policy debates and reforms and to evaluate options for the future. The chapters have been extensively updated since the first edition, with new chapters on social security reform, inequalities and social security, and the new 'welfare market'. The main topics covered include: · the social security safety net · racism, ethnicity, migration · social security governance · global social security · social security and the life course · the challenge of childhood poverty · reforming pensions · welfare to work · sickness, incapacity and disability · tax credits · service delivery information technology The book provides a critical examination of social security policy and practice and is essential reading for students of social policy, social work and sociology, as well as policy-makers and practitioners in the fields of social security, welfare-to-work, employment, anti-poverty strategies and welfare rights. It will be of interest to those interested in recent policy developments in these areas, emerging issues and debates, and in wider issues of the modernisation of the welfare state.

Department for Work and Pensions
Department for Work and Pensions

Author: Great Britain. National Audit Office

Publisher: The Stationery Office

Published: 2008

Total Pages: 48

ISBN-13: 9780102954289

DOWNLOAD EBOOK

Jobcentre Plus, The Pension Service, and the Disability and Carers Service provided services to 22 million customers in 2007-08, over 80 per cent of whom were satisfied with the services they received. However, 70,000 complaints were recorded in 2007-08. This report finds that over 40 per cent of complainants remain dissatisfied.

Implementing an Inclusive and Equitable Pension Reform
Implementing an Inclusive and Equitable Pension Reform

Author: Cheolsu Kim

Publisher: Routledge

Published: 2012-05-31

Total Pages: 279

ISBN-13: 1136325204

DOWNLOAD EBOOK

India is ageing. One response of Indian policy makers has been introduction of the New Pension Scheme (NPS), a defined contribution pension scheme which is mandatory for civil servants and voluntary for the rest of the population. Given the size of the target population, even if take up is modest, NPS savings may soon provide huge amounts of capital to the Indian economy. However, challenges are abound. What governance structure will best achieve the ultimate policy goal of serving the needs of savers? What business processes and information technology design will serve members best? How effectively will the NPS attack the problem of old-age poverty? In this book, a multi-disciplinary international team, comprised of economists, lawyers, pension management experts, and capital market experts, attempt to answer these and other questions. The book proposes significant legal, regulatory, and governance reforms for the NPS and other existing pension schemes, as well. It finds that current NPS business practices cannot keep pace with potential growth of the system and makes suggestions on how to take better advantage of information technology. Based on review of experience elsewhere and state-of-the-art economic-demographic modelling, it warns that the NPS in its current form does not address the retirement income needs of the lifelong very poor, suggesting that it is only one in a range of responses needed to cope with the challenges of population ageing in India.