REDUNDANCY PAYMENTS SERVICE

CUSTOMER SURVEY 2001-2002
 

Positive findings

• Our customer service is viewed by our users quite positively. Customers are generally satisfied with the help, advice and information they receive from our claims offices and our helpline.

• Over the last year most customers received a copy of our citizens charter with their claim, but we want to improve on this.

• 93 out of every 100 customers who received our charter found it easy to understand.

• Most customers surveyed said RPS service was better or a lot better than that of other public services.

Negative findings

• We still need to pay claims faster.

• We need to reply quicker and more clearly to letters.

Solutions

• We will continue to build on the improvements and good practice introduced in customer service over the last year. Each office now has a customer service officer to deal with complaints.

• We will make sure that a copy of this document is issued with every RP1 claim form.

• We will continue to consult staff about improving the quality of our work procedures.

OUR 2001-2002 PERFORMANCE

In 2001-2002 we

• dealt with 111,445 claims from ex-employees;

• paid 86 out of every 100 claims within six weeks of receipt of first information from employers' records;

• dealt with 62,868 phone enquiries on our helpline; and

• answered 93 out of 100 written enquiries within 10 working days.

Our 2002-2003 payment target

• Our 2002 payment target is to achieve payment of 8 out of 10 claims within six weeks of receipt of first information from employers' records.

• We pay most claims within six weeks, but some can take longer, especially if a business is changing hands.

Redundancy Payments Service charter
 

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Last updated 10 December 2002