Solid practitioner experience

Talking about Revenues & Benefits targets is easy.Achieving them by delivering these and othercustomer services electronically - as well asmanaging the associated culture change - presentslocal authorities with a number of issues andchallenges that few are equipped to deal with ontheir own.

Rotherham Brought Together (RBT)* can providethe required expertise and the underpinningtechnology, based on solid practitioner experiencefor Rotherham Metropolitan Borough Council. Wehave total responsibility for their ICT function,including their contact centre, along withRevenues & Benefits, Human Resource, Payrolland Procurement Services.

*A joint venture company between Rotherham Metropolitan BoroughCouncil and BT, backed by a £30 million investment from the BT Group.RBT (Connect) Ltd. has been established to provide business transformationservices for the Council and other local authorities who require them.

Outstanding results

The average time taken by RBT to process newBenefits claims for the Council’s customers hasfallen from 31 days, to 23 days. This is atremendous achievement in the context of anational upper quartile indicator of 31 days andthe national performance standard of 36 days.

Rotherham’s Revenues & Benefits serviceComprehensive Performance Assessment (CPA)score has moved from a 2* to a 4* service as aresult of RBT’s transformation programme,whilst successfully implementing the NationalVerification Framework.

A recent Benefit Fraud Inspectorate Best PracticeReview (Rotherham being one of the first localauthorities in the country to be selected for suchan evaluation) was exceptional in its praise, withseveral areas being identified for encouraging bestpractice nationally, most notably combating fraudand claims processing.

We have received a complimentary review fromInvestors in People, praising our training and thedevelopment of good practice. We have also wonthe ODPM’s Beacon Award for Fostering BusinessGrowth in recognition of outstanding performance,plus three accolades in the Local GovernmentAwards; one of which, StreetPride, is an RBTmanaged service.

But perhaps the greatest accolade for any localauthority is praise from the people it serves. RBThas received over 120 compliments fromcustomers congratulating the Council on theefficient handling of their enquiries.

Rotherham Brought Together Ltd. is a Joint Venture Companybetween British Telecommunications plc and RotherhamMetropolitan Council Council.

Designed by Jacob Bailey (06/05). Printed in England.

Professional Services– Revenues & BenefitsHigher revenue collection, better fraud managementand enhanced benefits compliance

Further information To find out how Rotherham Brought Together’sProfessional Services can help you to achievehigher revenue collection, better fraudmanagement and enhanced benefits compliance,please contact Aidan Cotterell on 07710 187845or via email at aidan.cotterell@bt.com

Professional Services– Revenues & BenefitsHigher revenue collection, better fraud managementand enhanced benefits compliance

Solid practitioner experience

Talking about Revenues & Benefits targets is easy.Achieving them by delivering these and othercustomer services electronically - as well asmanaging the associated culture change - presentslocal authorities with a number of issues andchallenges that few are equipped to deal with ontheir own.

Rotherham Brought Together (RBT)* can providethe required expertise and the underpinningtechnology, based on solid practitioner experiencefor Rotherham Metropolitan Borough Council. Wehave total responsibility for their ICT function,including their contact centre, along withRevenues & Benefits, Human Resource, Payrolland Procurement Services.

*A joint venture company between Rotherham Metropolitan BoroughCouncil and BT, backed by a £30 million investment from the BT Group.RBT (Connect) Ltd. has been established to provide business transformationservices for the Council and other local authorities who require them.

Outstanding results

The average time taken by RBT to process newBenefits claims for the Council’s customers hasfallen from 31 days, to 23 days. This is atremendous achievement in the context of anational upper quartile indicator of 31 days andthe national performance standard of 36 days.

Rotherham’s Revenues & Benefits serviceComprehensive Performance Assessment (CPA)score has moved from a 2* to a 4* service as aresult of RBT’s transformation programme,whilst successfully implementing the NationalVerification Framework.

A recent Benefit Fraud Inspectorate Best PracticeReview (Rotherham being one of the first localauthorities in the country to be selected for suchan evaluation) was exceptional in its praise, withseveral areas being identified for encouraging bestpractice nationally, most notably combating fraudand claims processing.

We have received a complimentary review fromInvestors in People, praising our training and thedevelopment of good practice. We have also wonthe ODPM’s Beacon Award for Fostering BusinessGrowth in recognition of outstanding performance,plus three accolades in the Local GovernmentAwards; one of which, StreetPride, is an RBTmanaged service.

But perhaps the greatest accolade for any localauthority is praise from the people it serves. RBThas received over 120 compliments fromcustomers congratulating the Council on theefficient handling of their enquiries.

Rotherham Brought Together Ltd. is a Joint Venture Companybetween British Telecommunications plc and RotherhamMetropolitan Council Council.

Designed by Jacob Bailey (06/05). Printed in England.

Professional Services– Revenues & BenefitsHigher revenue collection, better fraud managementand enhanced benefits compliance

Further information To find out how Rotherham Brought Together’sProfessional Services can help you to achievehigher revenue collection, better fraudmanagement and enhanced benefits compliance,please contact Aidan Cotterell on 07710 187845or via email at aidan.cotterell@bt.com

Professional Services– Revenues & BenefitsHigher revenue collection, better fraud managementand enhanced benefits compliance

Putting the customer first

These results were not achieved overnight. A greatdeal of ground work had to be completedbeforehand, starting with business transformationconsultancy and business process re-engineering.

This was followed by the implementation of a changemanagement programme, including organisationalre-design, training and skills development andknowledge transfer. We also upgraded Rotherham’ssystems and introduced and integrated documentmanagement and workflow technologies.

The RBT Business Change team excels in all thesedisciplines, as it combines the best of public andprivate sector expertise. The local authority peoplehave an in depth appreciation of the issues involved,and the BT people know how to implementbusiness transformation based on the BT Group’sown experience.

However, the key driver in all this is not technology.That’s the enabler. Our starting point would be towork closely with your authority to understand whereyou are now and what needs to change to get you towhere you want to be, whilst ensuring that thecustomer is always the focus of our proposals.

The customer has to be the driver of businesstransformation. Attempting it the other way round(i.e. by using internal metrics to create a customercentric organisation) rarely works, because thecustomer experience is being driven by existingsystems and processes that are rarely integrated.This makes it impossible for staff to obtain therequired 360 degree, single truth view of thecustomer and their transactions with local authorities.

Replicable, costeffective solutions

Will what has worked so successfully for RotherhamMetropolitan Borough Council work for your localauthority? The answer is a resounding yes.

While we are not suggesting that everyauthority forms a public-private partnership withBT, RBT have invested substantial resource toensure consistency and standardisation of alltheir customer service models, including Revenues & Benefits.

This is one of the reasons why we were chosen towork on software development and theimplementation of two national projects for theODPM - the National Benefits Project and WorkingWith Business (CRM for business).

In addition to being tried and tested, replicableand therefore cost effective, our solutions arealso designed to be flexible, in that they can berapidly adapted to respond to changinggovernment legislation.

Moreover, by maximising the efficiency of backoffice processes, our solutions focus resourcesinto front office delivery to meet the Gershonagenda, while at the same time promoting theownership of change and building relationshipsto enable its management.

Specifically, we can propose methods to assist withthe implementation and take up of change thatfocus on service improvement, as well as plan anddeliver relevant internal communication.

We can also assess the impact of shiftingrequirements on people, service design and processdesign, Service Level Agreements and even thetransformation methodology itself. And we canundertake training needs and impact analysis.

Why RBT?

We have a proven track record in businesstransformation consultancy, including businessprocess re-engineering and change management.

We can also call on BT’s unrivalled technicalprowess to implement the underpinning technologyrefresh solution, if required - re-engineering corenetworks, upgrading and integrating keyapplications within front and back office systems,including CRM systems, and standardisingdesktop environments.

TRANSFORMATION SERVICES

Whole Council Consultancy Services

ICT Revenues Benefits HR Payroll ContactCentre

Putting the customer first

These results were not achieved overnight. A greatdeal of ground work had to be completedbeforehand, starting with business transformationconsultancy and business process re-engineering.

This was followed by the implementation of a changemanagement programme, including organisationalre-design, training and skills development andknowledge transfer. We also upgraded Rotherham’ssystems and introduced and integrated documentmanagement and workflow technologies.

The RBT Business Change team excels in all thesedisciplines, as it combines the best of public andprivate sector expertise. The local authority peoplehave an in depth appreciation of the issues involved,and the BT people know how to implementbusiness transformation based on the BT Group’sown experience.

However, the key driver in all this is not technology.That’s the enabler. Our starting point would be towork closely with your authority to understand whereyou are now and what needs to change to get you towhere you want to be, whilst ensuring that thecustomer is always the focus of our proposals.

The customer has to be the driver of businesstransformation. Attempting it the other way round(i.e. by using internal metrics to create a customercentric organisation) rarely works, because thecustomer experience is being driven by existingsystems and processes that are rarely integrated.This makes it impossible for staff to obtain therequired 360 degree, single truth view of thecustomer and their transactions with local authorities.

Replicable, costeffective solutions

Will what has worked so successfully for RotherhamMetropolitan Borough Council work for your localauthority? The answer is a resounding yes.

While we are not suggesting that everyauthority forms a public-private partnership withBT, RBT have invested substantial resource toensure consistency and standardisation of alltheir customer service models, including Revenues & Benefits.

This is one of the reasons why we were chosen towork on software development and theimplementation of two national projects for theODPM - the National Benefits Project and WorkingWith Business (CRM for business).

In addition to being tried and tested, replicableand therefore cost effective, our solutions arealso designed to be flexible, in that they can berapidly adapted to respond to changinggovernment legislation.

Moreover, by maximising the efficiency of backoffice processes, our solutions focus resourcesinto front office delivery to meet the Gershonagenda, while at the same time promoting theownership of change and building relationshipsto enable its management.

Specifically, we can propose methods to assist withthe implementation and take up of change thatfocus on service improvement, as well as plan anddeliver relevant internal communication.

We can also assess the impact of shiftingrequirements on people, service design and processdesign, Service Level Agreements and even thetransformation methodology itself. And we canundertake training needs and impact analysis.

Why RBT?

We have a proven track record in businesstransformation consultancy, including businessprocess re-engineering and change management.

We can also call on BT’s unrivalled technicalprowess to implement the underpinning technologyrefresh solution, if required - re-engineering corenetworks, upgrading and integrating keyapplications within front and back office systems,including CRM systems, and standardisingdesktop environments.

TRANSFORMATION SERVICES

Whole Council Consultancy Services

ICT Revenues Benefits HR Payroll ContactCentre

Putting the customer first

These results were not achieved overnight. A greatdeal of ground work had to be completedbeforehand, starting with business transformationconsultancy and business process re-engineering.

This was followed by the implementation of a changemanagement programme, including organisationalre-design, training and skills development andknowledge transfer. We also upgraded Rotherham’ssystems and introduced and integrated documentmanagement and workflow technologies.

The RBT Business Change team excels in all thesedisciplines, as it combines the best of public andprivate sector expertise. The local authority peoplehave an in depth appreciation of the issues involved,and the BT people know how to implementbusiness transformation based on the BT Group’sown experience.

However, the key driver in all this is not technology.That’s the enabler. Our starting point would be towork closely with your authority to understand whereyou are now and what needs to change to get you towhere you want to be, whilst ensuring that thecustomer is always the focus of our proposals.

The customer has to be the driver of businesstransformation. Attempting it the other way round(i.e. by using internal metrics to create a customercentric organisation) rarely works, because thecustomer experience is being driven by existingsystems and processes that are rarely integrated.This makes it impossible for staff to obtain therequired 360 degree, single truth view of thecustomer and their transactions with local authorities.

Replicable, costeffective solutions

Will what has worked so successfully for RotherhamMetropolitan Borough Council work for your localauthority? The answer is a resounding yes.

While we are not suggesting that everyauthority forms a public-private partnership withBT, RBT have invested substantial resource toensure consistency and standardisation of alltheir customer service models, including Revenues & Benefits.

This is one of the reasons why we were chosen towork on software development and theimplementation of two national projects for theODPM - the National Benefits Project and WorkingWith Business (CRM for business).

In addition to being tried and tested, replicableand therefore cost effective, our solutions arealso designed to be flexible, in that they can berapidly adapted to respond to changinggovernment legislation.

Moreover, by maximising the efficiency of backoffice processes, our solutions focus resourcesinto front office delivery to meet the Gershonagenda, while at the same time promoting theownership of change and building relationshipsto enable its management.

Specifically, we can propose methods to assist withthe implementation and take up of change thatfocus on service improvement, as well as plan anddeliver relevant internal communication.

We can also assess the impact of shiftingrequirements on people, service design and processdesign, Service Level Agreements and even thetransformation methodology itself. And we canundertake training needs and impact analysis.

Why RBT?

We have a proven track record in businesstransformation consultancy, including businessprocess re-engineering and change management.

We can also call on BT’s unrivalled technicalprowess to implement the underpinning technologyrefresh solution, if required - re-engineering corenetworks, upgrading and integrating keyapplications within front and back office systems,including CRM systems, and standardisingdesktop environments.

TRANSFORMATION SERVICES

Whole Council Consultancy Services

ICT Revenues Benefits HR Payroll ContactCentre

Solid practitioner experience

Talking about Revenues & Benefits targets is easy.Achieving them by delivering these and othercustomer services electronically - as well asmanaging the associated culture change - presentslocal authorities with a number of issues andchallenges that few are equipped to deal with ontheir own.

Rotherham Brought Together (RBT)* can providethe required expertise and the underpinningtechnology, based on solid practitioner experiencefor Rotherham Metropolitan Borough Council. Wehave total responsibility for their ICT function,including their contact centre, along withRevenues & Benefits, Human Resource, Payrolland Procurement Services.

*A joint venture company between Rotherham Metropolitan BoroughCouncil and BT, backed by a £30 million investment from the BT Group.RBT (Connect) Ltd. has been established to provide business transformationservices for the Council and other local authorities who require them.

Outstanding results

The average time taken by RBT to process newBenefits claims for the Council’s customers hasfallen from 31 days, to 23 days. This is atremendous achievement in the context of anational upper quartile indicator of 31 days andthe national performance standard of 36 days.

Rotherham’s Revenues & Benefits serviceComprehensive Performance Assessment (CPA)score has moved from a 2* to a 4* service as aresult of RBT’s transformation programme,whilst successfully implementing the NationalVerification Framework.

A recent Benefit Fraud Inspectorate Best PracticeReview (Rotherham being one of the first localauthorities in the country to be selected for suchan evaluation) was exceptional in its praise, withseveral areas being identified for encouraging bestpractice nationally, most notably combating fraudand claims processing.

We have received a complimentary review fromInvestors in People, praising our training and thedevelopment of good practice. We have also wonthe ODPM’s Beacon Award for Fostering BusinessGrowth in recognition of outstanding performance,plus three accolades in the Local GovernmentAwards; one of which, StreetPride, is an RBTmanaged service.

But perhaps the greatest accolade for any localauthority is praise from the people it serves. RBThas received over 120 compliments fromcustomers congratulating the Council on theefficient handling of their enquiries.

Rotherham Brought Together Ltd. is a Joint Venture Companybetween British Telecommunications plc and RotherhamMetropolitan Council Council.

Designed by Jacob Bailey (06/05). Printed in England.

Professional Services– Revenues & BenefitsHigher revenue collection, better fraud managementand enhanced benefits compliance

Further information To find out how Rotherham Brought Together’sProfessional Services can help you to achievehigher revenue collection, better fraudmanagement and enhanced benefits compliance,please contact Aidan Cotterell on 07710 187845or via email at aidan.cotterell@bt.com

Professional Services– Revenues & BenefitsHigher revenue collection, better fraud managementand enhanced benefits compliance