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Torfaen County Borough Council Performance Management / Quality Assurance (PMQA) case study

Performance Management / Quality Assurance (PMQA)

Torfaen County Borough Council’s aspiration is to move from a traditional service based organisation into a modern and responsive organisation that delivers real and beneficial change, and has worked with Northgate Public Services for many years.

Since implementing the PMQA software six years ago, the council has been able to measure and manage work output more effectively.

Read more in the PMQA case study.

Discretionary Assistance Fund contract renewed with Northgate Public Services

  • Contract for software and services with NPS extended for a further year
  • £22.5 in emergency funds distributed to date
  • Since April 2013 more than 95,000 of the most vulnerable people in Wales have been supported

The Welsh Government has contracted Northgate Public Services to administer the multi-million pound Discretionary Assistance Fund for a fourth year.

Under the contract NPS will administer the fund’s £7.4 million annual budget, which provides crisis payments or in kind support for people in emergency situations. The contact centre, back office processing and software are provided by the company.

Created following the Welfare Reform Act of 2012, to date the DAF has successfully evaluated over 147,000 applications and distributed some £22.5 million in support. The fund is administered as an all Wales scheme, and has been managed by NPS in partnership with The Family Fund Trading Ltd and Wrexham County Borough Council.

Joe Bradley, Executive Director, Northgate Public Services said:

“We think this is devolution at its best. It’s clear that emergency assistance needs local and regional partners to be truly effective. This is why DAF works – it utilises networks of partners who have built up a clear knowledge of what the scheme does, how it works and who qualifies.

“We’re really pleased to continue our work on such a scheme of vital importance to so many who are at risk.”

NPS’s work on the fund also builds on the wider NPS Local Welfare Assistance programme, which delivers managed services to 4 authorities in England, and software as a service to over 75 UK authorities.