b'11.If applicable, is the take-up of related benefits maximised? Could such take-up potentially be increased? 12.Do you charge differentially for different levels of the same service, eg faster turnaround? If not, is there scope to do so? 13.Do you monitor take-up of the service by different user groups? If not, do you have plans in place to capture this information? 14.Are you aware of the potential impact upon different groups of service users of introducing or increasing charges, eg price vs. demand? In broad terms, what impact would this be likely to have?15.Do you consult with service users on the objectives of charging, value for money they feel they are receiving from the service and when proposing significant changes to charges? If so, how? 16.Have you recently benchmarked charges against other, similar providers? Can you justify any significant differences, eg in the context of higher quality of provision? 17.Are charges administered and collected efficiently? Could the administration and collection of charges be improved, and transaction costs reduced? 18.Do you have a process in place for taking remedial action if charges are not meeting their corporate/service/financial objectives? If so, how does this process operate? 18'