Telephone claims-Does anyone have any processes?

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    Chris Cook

    Following a BPR exercise on new claims processing, I have a colleague who is being tasked with setting up a process of ringing claimants and completing an online HB/CTB claim form. Is anyone currently doing this?
    If so do you have any forms, procedures that we can look at.

    I would be most grateful for any advice, examples of forms etc.

    e-mail c h r i s . c o o k @ b a b e r g h . g o v . u k (without gaps)


    I know from a spell of work at Hounslow they complete forms for HB?CTB on the phone, however only for customers who call in. You may wish to have a chat with their customer service department this may help for a starting point

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