We are currently creating a Servie Assurance team which will monitor all aspects of the Benefits service from Assessors to Cusotmer Service, visiting officer etc. (Hopefully to help us with our KLOE score).
What I am in need of is if anyone has any advice on creating such a team and how it should/would best work, as opposed to a quality control team, (that would only be concerned with the assessment accuracy).
Does anyone know of anywhere that offers training in this area?
Or if anyone is currently devloping this side of things, maybe we could swop ideas.
Any help/Advice gratefully received.
