Decision details

Appoint Meritec Limited to provide benefits processing service for a period of 8 months as allowed under Contract Standing Order 10.01.2b)

There is a growing backlog of work within the Benefits service. If this is not addressed in a timely manner, it will cause delays in processing new claims or change of circumstances, which will have a negative impact on residents.

Meritec Limited is used by a number of other local authorities to support their benefits service. The Council has taken verbal references from two local authorities who have both confirmed that the company delivers a good quality and accurate benefits processing service.

The Benefits service has previously engaged additional temporary agency workers at peak periods to clear the backlog of work. This approach has had mixed results. Although the backlog of work was cleared, the quality has been poor and has led to significant problems with Benefits Subsidy Claims and financial losses for the Council.