Runnymede Borough Council


Summary of Submission

Improvement is the goal of the benefits team at Runnymede Borough Council.

The team has gone through a complete restructure in 2018, to place it in the best possible position to meet the needs of our residents and the challenges faced by the service. Most of the new team had little or no experience of welfare benefits but through our programme of training and development we have faced the challenges and grasped new opportunities thrown up during the last year of turmoil. We have embarked on a digital transformation journey with Citizen Access at the centre, building on the expertise and dedication of the team as we look to do things better, this includes improved processing times and have dedicated more resources to data matching, appeals and quality assurance to ensure our residents receive the right entitlement.

This transformation has allowed a change in culture where improvement is sought and achieved.


IRRV, 167 - 169 Great Portland Street, 5th Floor, London, W1W 5PF
+44 (0) 207 831 35 05