14. ADJUDICATION
How adjudication arising from the fieldwork was
dealt with
14.1 The project team felt that it was vital
to preserve the independence of adjudication officers. All adjudication
that resulted from the Benefit Review was therefore carried out
completely separately from the helpdesk.
14.2 Interviewers were instructed, therefore,
not to attempt to assess the effect on entitlement of any discrepancies
they found but to record all information about the case and refer
all queries to the helpdesk which was manned, in addition to BA
Security staff, by adjudication staff on loan from FAMC Unit.
14.3 From the information provided by the interviewer
on the questionnaire, narrative report and customer's
statement, the helpdesk decided whether it appeared appropriate
to review the case. All cases where a review seemed appropriate
were referred to FAMC Unit.
14.4 A dedicated team was set up at FAMC Unit
to handle adjudication arising from the Benefit Review. All cases
referred by the helpdesk were scrutinised by adjudication staff
and, where appropriate, reviewed and revised awards issued. Where
an award was revised FAMC Unit issued a notification of the new
award to the customer.
14.5 Where there were no grounds for review a
"no
change"
letter was issued to the customer by the helpdesk.
14.6 A total of 102 cases were referred to FAMC
Unit for adjudication over the period of the fieldwork. Of these,
78 resulted in revised awards being issued.
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