For social policy customers, circumstances can change throughout the year, resulting in multiple contacts between Inland Revenue and customers, or no contact at all.
The intent is to design a social policy system that works for the customer. The system needs to reflect the family’s circumstances and income (and therefore need) to ensure payments meet that need.
Reviewing the administration of these areas should consider the suitability of the annual cycle and how to make better use of information from other sources.
More accurate and timely information, on a more regular basis, could be achieved by advances in technology to ensure easy, low-cost interactions with the people involved. A system designed on the ability to make frequent adjustments because of changing circumstances will mean there is less chance of going into debt.
Do you agree with the proposed direction of re-designing processes for administering social policies in the future?