Many years ago, the first radios were referred to as wirelesses because they had no external wires. The information that they received did not require a hard physical connection, and these devices were revolutionary in that respect.
As time went on, other technological advances actually reintroduced wires in ever increasing networks. This was particularly apparent with televisions and their connections to recording devices, but even more so with desktop PCs (personal computers). By the turn of the century we could have a proliferation of wires for our home IT systems – power to the PC, terminal and modem; connection from PC to terminal; connection to the mouse, printer, scanner and keyboard. This could be reduced by having a laptop and, more recently, a netbook.
A home that seemed to have enough power points would rapidly fail that test with a desktop PC. In some circumstances, cables might cross the floor with all of the hazards associated with that. We obtained irritating network complexity in the spare bedroom or study.
Then we were saved with technology coming full-circle and again providing us with wireless technology such that cables were no longer necessary for the mouse, keyboard, printer and other peripherals. It is an interesting turn of events with wireless technology of a different kind proving to be great redeemer.
The relief from complexity is every bit as important in local government and its processes. Complexity can be disabling and disempowering in that it can restrict efficient access to services for our customers. The government has been trying to help through the introduction of universal credit which combines the six benefits most commonly received. It should also be said that there will still remain some 60 different benefits in total so there remains a way to go.
In my own experience of local government, Council Tax and Housing Benefits seem to be some of the more challenging areas of process and I salute the people who administer them on a daily basis. Equally I can see how difficult these areas can be for our customers to understand.
We face a substantial task of reform in pursuit of the Government’s welfare reform agenda, which aims to reduce benefit dependency and assist with return-to-work. One of our first opportunities to address this matter will be with a local Council Tax Benefit scheme which will become operational from April 2013.
Although central fundng for the local scheme is reduced by 10 per cent, and all pensioner claimants will be protected, we do gain discretion about some situations where benefit is currently payable. This means that we have the opportunity to reduce spending in some areas and introduce return-to-work incentives, such as prolonging the payment of Council Tax Benefit for a period after a claimant has returned to work.
We have an important opportunity and I hope that, whatever else we do, we remember that relative simplicity is empowering for our customers, and that complexity has the opposite effect.