1 year evaluation of the Direct Payments (DP) Pre-paid card

Transcription

1 Executive Summary; 1 year evaluation of the Direct Payments (DP) Pre-paid card The pre-paid card for adult DP service users was launched in Islington on 3 December Islington HASS provides the card via a contract with the pre-paid card provider Advanced Payments Solutions (APS). 153 cards have been issued as of 2 December This is the one year evaluation of the card, informed by progress following the 2 earlier evaluations completed at the 3 and 6 months stages of implementation monthly pre-paid project group meetings telephone interviews with pre-paid card service users ( please see appendix 3 for the questions asked) an anonymous online feedback survey completed by card holders, DP service users and carers council staff and staff from partner organisations ( please see appendix 4 for full details) 2 public information sessions held on and The evaluation framework was developed by the pre-paid card project group. The report makes recommendations for the future implementation of the pre-paid card in Islington. The overarching aim of the DP pre-paid card is to support the increase of DP uptake for adult service users and to help Islington Social Services work more efficiently. Pros Makes it easier for service users to make payments for support and services. Supports lighter touch financial monitoring, as finance staff do not need to request statements and paperwork from service users as they can both view transactions on line Removes the need for service users to open a separate bank account, which has been a barrier for some people accessing DP. Assists with safeguarding service user funds Ppc 1 year evaluation summary 1

2 Cons Approach There is no cheque book facility Represents a change for existing DP service users who have been used to managing their DP in a personal bank account There are new transaction costs for individual card holders ( but these can be costed within the individual s DP administration budget within the support plan) In the first year of implementation Islington has chosen to make payments to all new DP service users via the card and to offer the card to existing DP service users at the review stage ( unless the LBI Holding account is needed). Individual card transaction costs are budgeted for within individual s support plan costs. However, the annual APS account set up and maintenance and 5 card costs for each individual were not explicitly included in communication or literature initially so have not been costed within individual s support plans. These costs are currently met by Social Services directly. The card is also being used successfully by the two Individual Service Fund providers to receive and manage payments for learning disabled service users plus a small Holding account card pilot is underway to test the efficiencies of the card. The card has not been set up for carers DPs to date because of the additional administration costs. The two previous card evaluations also highlighted that whereas new DP service users have been accepting of the card, existing DP users in general have been reluctant to start using the card. The card represents a change and this trend could be intrinsically linked to our approach and how the card is explained and promoted to individuals by social workers and support advisors. Key feedback is to keep the card as one option to make payments. Lighter Touch Financial Monitoring The DP Finance team have found the card has made financial monitoring so much easier and quicker. Although the council promotes the card as a lighter touch approach to financial monitoring, the card is not perceived as such by all service users. The card is perceived by as the council having more control over how service users can use their DP budgets and service users having less by some existing service users. Service User experience Several card holders have shared their positive experiences of DP and the pre-paid card to help with the card s promotion and these have been shared with Social Services staff to enhance their learning and understanding of the card. Additional Ppc 1 year evaluation summary 2

3 written information on using the card has been developed to promote self management of the card where possible. Most card holders have reported successful experiences of using the card following good set up co-ordinated support from the DP finance team and DP team.a clear support offer for the card has been developed. Set Up Times Protracted DP set up times continue to be a key concern to Social Services staff. Although the internal card set up process itself has become quicker over the course of the year, as DP staff have become more knowledgeable and confident with how the card works, there are still delays to setting up DPs Key Recommendations for future practice Card Offer 1. To continue to make the card the default payment method for new on-going direct payments set up for service users, unless individuals require the LBI Holding Account, in order to support social services to work more efficiently. New card holders could total 200 a year at current DP set up rate. 2. Existing DP service users to continue to have the option of receiving payments onto the pre-paid card at the time of their scheduled review. 3. Carers DPs to continue to be paid into separate bank accounts, unless individuals require the LBI Holding Account. As the weekly amount given to carers is relatively small, very little financial monitoring administration is carried out and therefore no efficiencies would be generated in the Financial Administration Team from the card being rolled out to Carers. Costs 4. Card transactions costs to continue to be included in individual s support plan budgets. Ensure card information and guidance highlights that the card transaction costs can be covered by individual s DP administration budgets 5. The annual account fee plus 5 for the cost of a card to now also be included in individual service user support plans as part of the DP administrative budget. This represents a cost of 67p a week over the year. Administration costs are already factored into the RAS unit cost of from 1 April 2014, however this admin cost will be an acceptable reason for a final personal budget to be higher than the indicative budget where needed. Process and support 6. APS/ Mastercard to send the card direct to the service user (instead of Social Services receiving it first and then issuing it,) in order to help speed up the set up process. Ppc 1 year evaluation summary 3

4 7. The card support APS is contracted to provide, via their website or helpline, needs to be promoted as the primary support for card holders in communications/ literature and in face to face card conversations with service users by social services staff. APS Customer service helpline costs can be reimbursed from individual s DP administration budgets. (10p a minute). The aim is to provide support, as needed for individuals, and ultimately promote self- management of the cards for DP service users. 8. DP finance team to continue to provide individual set up support via phone or in the office or via home visit as needed 9. DP set up process to be reviewed as part of Making It Real 10. In line with Bury Council, explore how IAS can support a quick card e- request to DP finance team once a DP support plan is authorised to support a more streamlined set up process. Communications 11. In line with other authorities, to refer to the pre-paid card as a current account with a card in communications and information guidance so it does not sound far removed from using a bank account to receive and make payments from. 12. Review service user guidance on financial monitoring requirements for pre-paid card users and bank account users 13. Review card information to include an outline how the card can promote the safeguarding of service user s funds 14. Launch the LBI step by step detailed card user guide in order to promote self-management of the card for card holders who are able to complete telephone or internet banking. This written guide compliments the support available from APS and Social services staff. 15. Review card communications to ensure card support and internet training opportunities are clearly promoted 16. DP Learning development peer support officer to co-produce with service users and carers a 'Getting the most out of your Personal Budget' course/ briefing, to include using the pre-paid card. Future Monitoring 17. Quarterly project meetings to replace monthly meetings during in order to continue to monitor the reasons for why the card is declined and over see the re-tendering of a contract with a card provider 18. Revise the card decline reasons options in IAS in order to be able to more accurately monitor the decline reasons to then inform future practice Ppc 1 year evaluation summary 4

5 19. DP Finance team and DP team to continue to investigate card set up delays in order to review the set up process. Pre-paid card provider contract Month contract meeting to be held with APS April Re-tendering of card provider to commence April APS forum to be set up in 2014 to provide peer support and a trouble shooting forum for Social services who contract with APS to provide the DP prepaid card service Mary Keats, Making It Real Project Manager Ppc 1 year evaluation summary 5

6 1, How many cards have been set up since ( target 100)? Learning Disability Service User Group Number of cards issued 32 (30 are ISFs) Older people (65 and over) 30 Younger physically disabled (18-64) 30 Mental Health (under 65) 12 Sensory impairment 1 Substance misuse 1 Continuing health care 2 Re-ablement 2 TOTAL 110 plus 43 companion cards =153 In addition 43 companion cards have been issued.i.e. nominees or individuals who will manage cards jointly with the service user or third party. The monthly card set up target is cards in total are now not in use reasons include; incorrect spelling of the service user s name (highlights the need to correctly input this information onto IAS at initial assessment/contact stage and for service users to confirm spelling via passport/documentation proof as needed). incorrect issue of card to service user rather than nominee, death of a service user, Service user/carer could not manage the card and required LBI Holding account support Monthly average DP set up is as follows Service users DPs set up per month Carers DPs set up per month Card decline reasons The majority of card holders are new to DP. The Holding Account is still an option for individuals who are unable to manage the card or money. The table below outlines the reasons why service users have declined the card and so as a consequence use or continue to use a separate bank account to receive and manage their payments from. Ppc 1 year evaluation summary 6

7 Reason for card decline ( Inputted on IAS by SW/SA) No of Service users Service user unable to make payments from card to specific provider/s 35 Service user requires LBI holding account 42 Service user perceives the card as reducing choice and control - please detail 7 Service user wishes to maintain current direct payments arrangements. 210 Total The table highlights that perhaps many existing DP service users do not want to change their current DP arrangements or it may reflect that social workers /assessors are not promoting the card as it is not a mandatory payment method. Following closer analysis there is no evidence that providers are not able to accept payments via the card so this option may be misinterpreted by practitioners. Mandatory or optional? A mandatory approach to the card as the only payment mechanism for DP is not supported by the survey responses. 67% of those who completed the card survey agree the card should remain optional and should be one way of receiving a DP. Comments include, It is a good option. But it should not be the only option. Personalisation is about Choice and Control. Therefore people have to be able to choose how they manage their DP service rather than have one method imposed on them. There is still a belief that the card is not accessible for all service users. It is not clear if this is referencing individuals who cannot manage money or individuals who can t use telephone or internet banking but highlights the continued need for support and access to training as needed. The pre-paid card is not suitable for all DP users. Imposing it as the only way to receive a DP would restrict service user's choice and stop many of them from being able to access DP. At the same time it is a much better way to manage DP and financial monitoring for users and carers who are able to use it efficiently so it should remain an option. However setting-up times and available training need to improve in order for it to be an adequate option. Carers DPs Carers DPs have not been included in the card implementation to date.this because the annual account fee per card of and transaction costs would represent a financial pressure for Adult Social Services due to Personal Budget allocations needing to be increased to cover the costs of the card above current Carer s Personal Budget allocations. As carer s DPs amounts are only up to 30 a week plus very little financial monitoring administration is carried out no efficiencies would be generated in the Financial Administration Team from the card being rolled out to Carers. Ppc 1 year evaluation summary 7

8 One off DPs It is more cost effective to use the Holding account provision to administer a one off payment or for service users to use their own personal bank account than issue the card. LBI Holding account trial A trial of using the cards with the LBI Holding account is underway. The initial results are positive but further time is still needed to accurately review this, including input from Audit. Individual Service Funds (ISFs) All Payments for ISFs are now set up on the card. Feedback on the card has been positive from the two Learning disabled providers. I m a really big fan of the card, Munpreet Centre 404, as it streamlines the Centre 404 invoicing /payments process. Sue Powell, ILDP Service Manager, is confident the card helps the ISF Management, plus ISFs reduce the need to spot purchase and support service users/carers to access personalised flexible support where English is not their first language. Service user feedback At the Islington Personal Budget Network on 9 September 2013 the following concerns on the card were reported; It s Social Services snooping too closely- people need to be accountable but it s too close. Worried about costs for transactions and phone calls people were told they had to use their own money to cover these at an earlier IPBN. However, these costs can be covered by individual s DP administration budgets Fear of financial abuse and card security. Date protection - What user information does the pre-paid company receive and how safe is it? APS outline how they share service user information in a consent share disclaimer. This is incorporated into the back of the LBI DP agreement and each card holder needs to read and sign this before a card is issued. APS are registered with the Financial Services Authority (FSA) and the funds are part of a ring fenced trust fund so if APS were to ever go into administration the DP money cannot be touched. Recommendations/ Actions to increase pre-paid card take up; Ppc 1 year evaluation summary 8

9 To continue to make the card the default payment method for new direct payments service users, unless individuals require the Holding account, in order to support social services to work more efficiently. Existing dp service users to have the option of receiving payments onto the prepaid card at the time of their scheduled review. Revise the card decline reasons options in IAS in order to be able to more accurately monitor the decline reasons to then inform future practice In line with other authorities, to refer to the pre-paid card as a current account with a card in communications and information guidance so it does not sound too far removed from using a bank account to receive and make payments from. Ensure card information and guidance highlights that the card transaction costs can be covered by individual s DP administration budgets. Card information to outline LBI s lighter touch financial monitoring approach with the card. Card information to outline how the card can promote the safeguarding of service user s funds 2, Has the rate of overall user DP take up increased and virtual budget take up decreased? No. The number of service users receiving a Virtual budget (council commissioned or managed service) is increasing at a faster rate than DP take up overall. As of 30 November 2013, 553 service users receive a DP and 1819 service users receive council commissioned services (aka a virtual budget.) DPs are being promoted as the first on-going service option during the Re-ablement service and N19 project for eligible service users but it remains challenging to transfer existing service users with established support over to DPs. The pre-paid card alone cannot accelerate DP take up and a wider review of the service user journey and Islington service and support offer is needed. However, the figures above must be put into context and it is important to highlight that Islington was lead for service user and carer DP take up in London in Recommendations/ Action to increase DP take up; To continue promoting DP as the first on-going service following Re-ablement via DP Express model and N19 Recovery and Rehabilitation pilot Wider actions to be included in the separate Making It Real action plan in order to increase DP take up Ppc 1 year evaluation summary 9

10 3, Is the DP set up process now quicker, more straightforward, efficient and effective and completed within 4 weeks of support plan sign off? The DP set up process is not consistently completed within 4 weeks of support plan sign off. Although guidance on setting service start dates and exceptional circumstances requirements for backdating DP has been developed and circulated to managers, the set up time for payments onto the card remains an area of concern to practitioners as it is taking too long. Card survey responses include; The concept is great but the reality seems to be that it takes a long time for them to be received, in the case of one client it took several weeks. Bureaucratic procedures demand tightening up/streamlining otherwise this will not be taken up by staff due to profound impact on use of staff time when there are many other tasks care-coordinators have to perform on top of DP applications/management/monitoring. Make it as simple as possible to avoid unnecessary bottle necks or delays. In the phone interviews, card holders were asked how long it took for payments to be made onto the card once the support plan had been agreed. The times ranged from 1 week to 9 months. However, upon investigation delays could not be attributed to just the card set up part of the DP process. It should be highlighted that many social work staff are still learning about direct payments and understanding the DP set up process that was mainstreamed and delegated to teams to lead on between February and September Once payments are made, all card holders need access to information and support to start using the card and additional DP support is required where the service user has employment responsibilities. Examples of reasons for payment delays include; incomplete service user referral /set up information being sent to finance delay in service users providing all relevant financial information in order for the assessed contribution to be confirmed services starting before support plan sign off delay in support plan sign off on IAS staff unclear of process and set up time scales A staff member commented that, There are FAR too many Bureaucratic issues with DP's in general. All benefits have so far been overshadowed by Bureaucratic difficulties with application process. The card is currently sent by Mastercard/APS to Islington Social Services finance staff who then need to contact the service user to arrange a face to face visit to issue the card.staff and service user availability could delay the card issue. Mastercard /APS post the card direct to the card holder in all other authorities they contract with, which could speed up the set up process by a few days. Ppc 1 year evaluation summary 10

11 The DP team fed back how effective joint visits with finance staff have been for card holders who are also DP employers. This is in line with the general experience of card holders who reported via the telephone interviews, successful experiences of using the card following excellent set up co-ordinated support from the DP finance team and DP team, I was supported to use the DP pre-paid card when my DP started and my personal assistants are paid by standing order, set up on line. It was a bit overwhelming at first, understanding all the different bills that need to be paid and which accounts the money would be coming from, (card holder) Recommendations to improve set up process DP Finance team and DP team to continue to investigate card set up delays in order to review the set up process. APS/Mastercard to post the card direct to the DP service user or carer in order to streamline the set up process from April The card support APS is contracted to provide, via their website or helpline, needs to be promoted as the primary support for card holders in communications/ literature and in face to face card conversations with service users by social services staff. APS Customer service helpline costs can be reimbursed from individual s DP administration budgets. (10p a minute). The aim is to provide support, as needed for individuals, and ultimately promote self- management of the cards for DP service users. DP finance team to continue to provide individual set up support via phone or in the office or via home visit as needed DP team to continue to provide support for DP employers In line with Bury Council, explore how IAS can support a quick card e-request to DP finance team once a DP support plan is authorised to support a more streamlined set up process. Launch the LBI step by step detailed card user guide in order to promote self management of the card for card holders who are able to complete telephone or internet banking. This written guide compliments the support available from APS and Social services staff. The Service User journey to be reviewed as part of the Moving Forward Transformation programme. 4, How easy is the card to use? Ppc 1 year evaluation summary 11

12 Over the12 months of implementation 36 card holders have been interviewed on the telephone for their feedback. Summary of key feedback is as follows; Numbers of card Feed-back holders/% 23 or 64% stated the card was very easy to use 3 or 0.0.8% stated the card was easy to use 1 or 0.0.3% did not know what to use money on so had not used the card 5 or 14 % had not received their card to date at the time of interview 21 or 58% Information provided was useful 28 or 78% Would recommend the card to other users. Key reasons I didn t think it would be so easy Excellent support received from LBI staff To sum up I would recommend the pre-paid card to others as it's; Secure, efficient, decidedly less stressful than managing DP via a bank account, plus it s eco friendly! 6 or 17 % Would not recommend the card to other users.key reasons It s a complicated and time consuming system, I would not have taken this up if I d known how much work was involved I want a clearer guide to using the card and would recommend a step by step guide One card holder described his experience in more detail; I receive my Direct Payments onto the pre-paid card. It s simple to use - 1, I receive a text from cash plus (the card company) to inform me when money has been paid onto the card by Social Services. 2, I then phone up cash plus and request wage payments are made to my staff via a bank transfer.i pay the London Living Wage to my staff and timesheets are completed to keep a track of hours worked each month. 3, I pay a payroll company to calculate the tax and national insurance and I have employers' liability insurance. Another card holder commented that, I know if I have any questions I just need to pick up the phone. Communications A communications plan has been developed and work has been completed on improving the quality and range of card information in order to highlight how easy the card is to use. The following has been developed; A short video on a card holder s experience in order to highlight the impact DP and the pre-paid card has on an individual s quality of life. Ppc 1 year evaluation summary 12

13 A step by step detailed guide to using the card to complement the support APS can provide A quick guide to all the card support available, who provides it and contact details Case studies of the DP service user /card holder experience. Please see appendix 1 and 2 for more information.all the above are available at Recommendations/ actions to promote ease of card use; Outstanding- DP Learning development peer support officer to co-produce with service users and carers a 'Getting the most out of your Personal Budget' course/ briefing, to include using the pre-paid card. Card holders to champion the card at service user events and in local publications so other service users can understand the card benefits and hear the user experience 5A, Is the DP financial monitoring process for LBI DP staff and users/carers quicker, more straightforward, proportionate and effective? 76% of people who completed the survey stated that a positive of the card is that Prepaid card users don t need to send in bank statements or receipts to Social Services Finance Team on a regular basis. A support advisor stated that a key selling point of the card is that you don t have to do the paperwork. For DP finance staff feedback has been very positive to date; Yes- case example where misuse of a dp was picked up very quickly via monitoring and dp arrangements were reviewed.( DP finance) Yes no need to send letters or make phone calls regarding financial monitoring as much (DP finance) We no longer have to chase f/m. Can access the account whenever. Easier and faster to notice misuse. ( DP finance) Yes we now have access to up to date transactions and it is easier to spot any issues such as non-payment of the assessed charges, unauthorised payments, etc. and discuss these with the user. (DP finance) Although the council promotes the card as a lighter touch approach to financial monitoring, the card is not perceived as such. The card is perceived as the council having more control over how service users can use their DP budgets and service users having less by some existing service users. At the Islington Personal Budget Network on 9 September 2013 the following feedback on the card was received. Ppc 1 year evaluation summary 13

14 What s good about the card? Can help people who find keeping the records and paperwork difficult What are people s concerns? Its Social Services snooping too closely- people need to be accountable but it s too close Worried about costs for transactions and phone calls people were told they had to use their own money to cover these at an earlier IPBN Needs to be consistency with how payments are monitored and clawed back by DP finance team. 5B, The number of existing DP users and family/unpaid carers, who support them to manage their DP, who report that they still retain choice and control over their direct payments arrangements and in addition have more free time as they do not need to regularly send in their financial monitoring accounts. To date most existing DP users have not opted for the card, preferring to retain their current DP arrangements as highlighted earlier in this report. Feedback has included that there is a lack of clarity and understanding of how DP financial monitoring is completed for service users and carers and how often if is completed via the card and for DP bank accounts. However, when existing service users have switched to using the card the experience has been positive. An existing DP service user fed back, I am very grateful that I have the DP Pre-paid card. It means I have one less strain to worry about.as a result of not needing to keep all the paperwork I have more storage space in my flat - I feel I am free of all the unnecessary paperwork and it s good for the environment too!. Another service user commented that, I feel reassured that the council can see what my DP is being spent on- there is less room for misinterpretation as there is more openness. And The card is fantastic as it means I can just focus on paying my workers and not worry about keeping paperwork and records. In fact I have incorporated paying the Direct Payments bills into my life. Recommendations to improve the financial monitoring process Review service user guidance on financial monitoring requirements for pre-paid card users and bank account users 6, Do Direct Payments staff, Care Management staff, independent brokers Ppc 1 year evaluation summary 14

15 /providers report that they are confident and knowledgeable of the pre-paid card when discussing direct payments with users and carers? Monthly project meetings are attended by operational representatives in order to continue to feedback on issues /barriers to understanding and selling the card plus propose improvements to process.conversations about the card often cannot be stand alone and need to be framed in the context of support planning, and the assessment of who is able to manage the DP and with what level of support. A DPSA fedback that I sell the card on the financial monitoring perk and that it can be used like a bank card. Another DPSA feedback that, users who have already opened a separate DP account do not want to use the card they see it as invasive. But that Those that already use on- line banking and are computer literate do want to use the card. A DP support advisor fed back that, users like the sound of the card when I explain it as its straightforward but they often need reminding about paying their charge. The two ISF providers are confident with using the card and all ISF payments are set up on the card. Staff briefings on the card were delivered to teams during November and December 2013 in order to refresh staff on the set up process and how the card works. ILDP requested a refresher card staff workshop with a service user presenting their experience of using the card and this is outstanding. 7, The number of new and existing dp users who request to stop using the card and return to or start using a separate bank account One service user requested to stop using the pre-paid card pending a review of the management of her general finances. A screening tool on the equality impact of the card s use was completed at the beginning of the card implementation to check the card can be accessed by all eligible service users/nominees. Key points are as follows; The pre-paid card; Will enable a greater level of DP take up by marginalised service users who might not ordinarily be able to access banking services The card can be used to pay for services by chip and pin, or bank transfer by telephone or internet, making it easier to make arrangements for support if individuals are not able to get out easily. Card balances can be checked online or via telephone or monthly paper statements are also available on request from Social Services. Core Direct Payments support from the DP Finance team and Direct Payments Team will continue to be available to all card holders on an individual basis, via face to face, telephone and . Ppc 1 year evaluation summary 15

16 Card holder support from APS is available on the telephone and via their website. APS accessible information policy is as follows. For service users with a hearing impairment APS can communicate via Sending the PIN via SMS or if users are unable to obtain it through the IVR. Receiving calls through the Telephone Relay Service ( minicom) servicing For service users with a sight Impairment APS can communicate By providing terms and conditions on Audio CD By providing Communications in larger print For service users with cognitive impairments APS can Allow third party administrators on the account Provide simplified communications Training on using computers and the internet is available free of charge from Age UK, St Luke s centre and Islington libraries. Access to interpreting and translation services in order for card holders to understand how the card works will be arranged as required as is per standard social work and direct payments support practice. The LBI Holding account can be used where service users do not speak a level of English that can be supported by such services. There are no equality issues relating to gender. There is no distinction between men and women having their direct payment paid by another method. No equality issues relating to transgender issues have been identified. For service users who lack mental capacity to consent to direct payments or manage direct payments, a suitable person can receive DP on the pre-paid card on the user s behalf. Recommendations/Actions; Project team to continue to monitor and analyse reasons for service users who stop using the card Review card communications to ensure card support and training opportunities are clearly promoted 8, Ability of APS to respond to us and provide us a level of service which we expect/need/require to run the cards efficiently / effectively. The APS annual contract meeting was held on 2 nd October 2013 to formally monitor the service specification. Key feedback /discussions included; The new IVR, Interactive Voice Recorder, started on This is a much quicker automated telephone and includes a call back facility. An optional service user feedback survey at the end of the phone service is to be developed to assist APS monitor feedback and these results will inform future APS developments. Ppc 1 year evaluation summary 16

17 APS are registered with the FSA ( Financial services authority) so APS are as safe as any bank.their funds are ring fenced in a Trust Fund so if APS go into administration the money cannot be touched. APS fed-back that it may be worth calling the card a current account with a card (not a bank account) and to focus less on the card. Other Local Authorities have benefitted from this approach. 177 calls to APS since February 2013 have been received from 43 Islington card holders. Some are frequent card callers within these 177 calls. APS Support to Social Services staff The APS client services managers have continued to provide quick and helpful advice to the DP Finance Team and project manager as requested. The service from APS once connected to a representative, has been quite satisfactory for all my users and myself. ( DP finance) Service User feedback User feedback has varied. some of my service users have found several problems accessing the account and have found the calls to APS result in having to wait over five minutes to get through to someone. (DP support worker ) Out of the card holders who responded to the APS feedback question, 5 card holders interviewed rated APS customer service as excellent, 5 card holders described it as average and 1 stated it very poor (due to premium rate call ).1 user could not get through to the APS helpline so could not comment. Recommendations/Actions 18 Month contract meeting to be held with APS April 2014 Re-tendering of card provider to commence April 2014 APS forum to be set up in 2014 to provide peer support and a trouble shooting forum for Social services who contract with APS to provide the DP prepaid card service Compiled by Mary Keats, Making It Real Project Manager Appendices Appendix 1-Case studies Appendix 2- Pre-paid card video link Appendix 3 Card holder telephone questionnaire Ppc 1 year evaluation summary 17

18 Appendix 4 Card survey DP prepaid card survey responses.docx Appendix 5 Project Plan END OF REPORT Ppc 1 year evaluation summary 18