Remote Processing

RB Solutions provides a cost effective remote processing service to clients with a proven track record of significantly improving service levels. We work in partnership with our clients who at all times are in full control of the service.

Our business processing centre is based in Ashton under Lyne, Manchester and uses the latest technology to ensure reliability and security. Clients retain their own system which we access remotely.

By using CRM solutions we are able to process cases from enquiry through to resolution. Our best practice and quality procedures ensure that cases are dealt with both timely and importantly; accurately.

The service is fully flexible and we can offer:
• to deal with immediate backlogs
• flexible resourcing to maintain a consistently high level of service 52 weeks a year
• long term arrangements
• service management (London Borough of Islington).

For this service to be successful and of value to an Authority, RB Solutions has based its solution on the following principles:
• Quality – Agreed service levels, referenceability
• Flexibility – Backlog, change or demand led
• Consistency – Dedicated teams and resources, permanent staff
• Cost Effective – Different types of Models i.e. FTE based or Fixed
• Measurable – Daily/Weekly Statement of Work completed
• Seamless – ‘Virtual’ teams work on customer’s systems using their processes
• Secure – Virtual Private Network (VPN) using firewalls

The Concept

An overview of how the service would

typically be delivered is outlined below:
1. Your front office staff continues to deal face to face with the public’s claim/account enquiries.
2. Once checked, logged and scanned, the claim forms or files are batched into an agreed worktray(s), which can be accessed from our processing centre in Ashton, Manchester.
3. Our staff then process claims onto the Benefits or Revenues system to agreed service levels.
4. The forms/claims/files are completed as appropriate when they have been fully processed.
5. Daily we will e-mail you with a statement of work completed.

We appoint a dedicated manager to look after the relationship between your office and ours, ensuring clear lines of communication at all times.

Your location, current working practices and technology, present no barrier to the smooth running of the operation.

The service would be monitored through an agreed Service Level Agreement.

The Quality

Our prime objective is to provide a quality service ensuring that the output we provide is of a very high and accurate standard.

The main reason we can meet this objective is that all the staff employed by RB Solutions are highly qualified and experienced benefit processors.

To ensure a high level of quality we undertake a stringent selection process for all potential staff which includes in-depth interviews and a practical Benefits knowledge test, which requires a 100% pass rate in order for an offer of employment to be made.

In addition we will and have only employed team leaders who have had previous supervisory experience in the Benefits environment.

Our estimates of the amount of accurate work that we believe a member of our staff can achieve per day is based on prior experience through utilising what we consider to be the best pool of resources available in the UK today.

As part of our service we will fully adhere to the Authorities standard working practices, and therefore in advance of the contract being awarded we would encourage that a joint scoping exercise be undertaken.

This exercise will involve on-site consultancy, followed by meetings to agree the working practices and to confirm the appropriate throughput levels for the contract. Quality Procedures are critical in this scoping exercise so that we can meet your expectations.

In addition to the scoping exercise we would propose a trial run of processing a number of claims prior to the contract commencement either remotely or on-site.This would ensure that we are adhering to your working practices correctly.This will have the added benefit of ensuring we can ‘hit the ground running’ for the commencement of the contract.

Within RB Solutions each Benefits team leader is responsible for the day to day management of a maximum of 8 Benefits processing staff monitoring and allocating the appropriate type and amount of work to each individual on a daily basis.Targets for both throughput and accuracy are set for staff, and is monitored in-flight by team leaders and daily by managers.The team leader managing the staff will also carry out continual spot checks to ensure that the appropriate quality is achieved. Through this method we can monitor the accuracy and throughput of staff.

To further ensure that staff perform to a consistent and accurate level we utilise checklists for both new claims and change of circumstances on all contracts we operate.We have created standard Quality Checklist for New Claims and Quality Checklist for Change of Circumstances templates; this is a Best Practice guideline to maintain accuracy, and overall efficiency.

We perform a standard quality check of over 10% of the work that is carried out. A nominated account manager will regularly review the performance with the Council’s contract manager.

Our processing centre is developing a true “ONE TEAM” Culture – with daily team briefings, weekly structured meetings and a weekly training session using both internal and external resources, to keep up with and share best practice procedures.

A specific monthly “Legislation Workshop” ensures that we can be confident in our staff ’s knowledge of regulations and other initiatives.

Key Benefits of service to customers:

• Improved BVPI results
• Flexibility to allow for peaks in work or staff shortages
• Reduction in processing times and errors
• Improved service levels your customers