Service Plan

Finance and Business Services

May 2002

This Service Plan is produced primarily to provide members of the Resources Select Committee with details of the way this Unit proposes to deliver service improvements, and to contribute to the delivery of the Council’s priorities.

It also contains information showing members how the Unit has performed against its previous targets.

Most of the information likely to be of interest is in the body of the plan, but financial information and a full set of improvement targets are set out in appendices in case members require more detailed information.

Members are asked to:

ü Consider the Unit’s five year vision

ü Review past performance and future targets

ü Consider the proposed service improvements

ü Review achievement of last year’s planned improvement

ü Note any consultation feedback

ü Consider and prioritise any budget implications of the plan

This exercise should then form the basis for members to:

ü Suggest amendments to the plan

ü Make recommendations to the Executive for changes to service priorities

ü Provide input to the medium term budget process

ü Select specific areas for further examination

ü Consider possible responses to corporate budget options and strategies as they arise

Service Plan for Finance and Business Services

Published April 2002

Incorporating:

Accountancy, Audit, Customer Accounts, Customer Service Centre, Insurance & Risk Management, Payments, Payroll, Pensions Administration, Post Room, Print Room, Procurement, Registration of Births, Deaths & Marriages, Revenues & Benefits, Word Processing

Contents
3	Objectives & five year vision
4	Service improvement plan
7	Performance review
9	Consultation
10	Budget implications
Appendix
A	Financial information, volumes and activities
B	Detailed objectives, service improvement plan and performance measures
C	Detailed consultation

Compiled by:

Paul Wilkinson, Service Head

24^th April 2002

Key objectives:

ü Provide effective support services which add value to our clients’ business

ü Deliver high quality direct services to the public which support corporate and community priorities

ü Contribute to effective corporate governance by providing sound advice, guidance, ideas and information

ü To make finance a key enabler in the delivery of the Council’s priorities

ü To maintain and promote high standards of probity, accountability and financial control throughout the Council

The balanced scorecard:

Customer services:

ü Using ICT to produce more useful, accessible and user friendly information

ü Improving access to services for external customers

ü Consulting and working in partnership in order to deliver the right product

ü Supporting improvements in corporate governance

ü Being ready for new statutory requirements, and new freedoms

Effective processes:

ü Devolving decision making to service providers

ü Reviewing, improving and documenting processes and systems

ü Monitoring and improving performance and quality

ü Using ICT to improve performance and efficiency

Financial/Value for money:

ü Benchmarking all our services with others

ü Attendance management and stress risk assessments

Sustaining the business:

ü Focussing on training, development, networking and collaboration to build our skills base. Succession planning

ü Gaining risk management awareness, disaster planning

ü Planning for future business demands, threats and opportunities

Key performance measures and targets

	Actual 2000-01	Target 2001-02	Current 2001-02	Target 2002-03	Benchmark 2001-02		Objective
Payment of retirement benefits in 5 days %		92	93	95			Improving access to services
Registrars callers seen within 10 minutes of appointment time %		100	100	100
Average days for new benefit claim	50.91			50	51.95	NUBG avge*
Average days for change of benefit circumstances	16.64			35	17.62	NUBG avge*
Benefit renewals processed on time %	56.1			80	56.1	NUBG* avge
Switchboard calls answered in 15 seconds %			87.08
Reception calls answered in 15 seconds %			95.36
Payroll cost per employment £	34.28	36.37		38.04	43.86	SCUBG* avge	Cost effectiveness
Benefit cost per claim £	35.38			40.00	48.58	NUBG avge*
Customer accounts recovery rate %		98	95.14	96.14	98.07		Maximising resources
Council Tax collection %	97.5		98.4	97.5	96.9
NNDR collection %	98.1		99.7	98.1	98.4
Invoices paid within 30 days %	94				87	SCUBG avge*	Supporting business

* SCUBG – South Coast Unitaries Benchmarking Group; NUBG – New Unitaries Benchmarking Group

Task	Target Date	Outcome	Responsible Officer	Dependencies	Objectives to be achieved
Procurement strategy	Oct 02	Council wide strategy in use	JS	Director & member support	Consistent approach to best value procurement
Risk management	Mar 03	RM principles embedded in management culture	CS	Director & member support	Consistent approach to management of risk across the Council
Medium term budget	Dec 02	3 year rolling budget, driven by service plans	PW	Director & member support	Budget driven by Council priorities. Increased member involvement
Performance management	Jun 02	Framework in place across Unit			Monitoring service improvement
Absence management	Jun 02	Framework in place across Unit			Monitoring & managing absence
Stress audits	Dec 02	Completed for all staff			Stress management across all sections
Financial information	Mar 03	More user friendly reports and enquiries	SRF	ICT support	Improving access to services and facilities
Website development	Sep 02	On-line financial information	SRF	Staff time
Benefits advice in Newport	Jun 02	5 day presence in Customer Service Centre	MT
‘One visit’ revenues enquiry service	Sep 02	Reduction in return visits/correspondence	MT
Card payments	Apr 02 onward	Payment by card for Council services	MT

Service Improvement Plan – shaded items have budget implications

Task	Target Date	Outcome	Responsible Officer	Dependencies	Objectives to be achieved
Call centre	Mar 04	One stop shop	MG	ICT strategy	Improving access to services and facilities
Opening hours	Mar 04	Increase opening hours for enquiries	MG	CRM infrastructure in place
Switchboard improvements	Aug 02	Reliable telephone access, single contact point	MG	ICT support
Financial support to Engineering	Jun 02	Seconded finance adviser	SRF	Vacancy panel	Ensuring quality in the built environment
Registrars marketing	02/03	Enhanced facilities, new ceremonies	JE	Funding and staff availability	Developing learning skills
Staff development	Sep 02	Training & development plan	PW
Trainee grades/modern apprentices	May 02	Generic trainee scale	SRF	Vacancy panel
Benefit take-up/ anti-poverty strategy	Mar 03	Anti-poverty strategy which maximises take up in place	MT		Promoting equality
Maximising funding	Jul 02	Island apart update Capital strategy	PW GH	Co-operation of service managers	Supporting jobs & the local economy
Financial health	Feb 03	Balanced deliverable budget Treasury Strategy	PW GH	Budget pressures, grant review	Guaranteeing quality of life and sustainability
Paperless systems	On-going	Automatic data transfer, on-line remote access	MC GF LB SRF	ICT support

Service Improvement Plan (continued) – shaded items have budget implications

Last year’s service improvement targets were:
Outcome	Target Date	Date achieved	Comments
Improved telephone system – Revenues	Mar 02		Not achieved
Payment cards for post office payments	Mar 02	Feb 02
Enhance customer service area	Apr 01	Apr 01
Improve waiting room for death registrations	Sep 01		Ongoing, some progress
Promoting marriages on the Island	May 01	Apr 01	Bridal fayre/brochure complete, developing website and business links
Devolve schools accounting support	Apr 02	Sep 02	Contracts with schools agreed
Set up schools financial forum	Dec 01	Dec 01
Best value accounting code of practice implemented	Feb 01	Mar 01
Payments received via Internet	Sep 01	Feb 02
Customer services enhancements	Dec 01	Mar 02	Includes water cooler and electronic notice board
Payroll benchmarking with the private sector	Mar 02	Mar 02
Electronic transfer from SIMS to payments system	Jan 02	Mar 02	Transfer of to schools payment data
Capital resources maximised	Mar 02	Mar 02	Achieved
SRB resources maximised	Mar 02	Mar 02	Achieved
Housing Revenue Account closed	Mar 02	Mar 02	Potential £1m per annum loss avoided

Service Manager’s review of 2001-02:

Key achievements:

ü Social services/health partnership progressed

ü Successful claim for storm damage

ü Debt management savings of £400,000

ü Implementation of benefits verification framework – 10% reduction in cases

ü Braille payslips introduced

ü Service Level Agreements for payroll services introduced

ü IW lottery payroll deductions implemented

ü Bridal Fayre to promote civil marriages

ü Registration Service now open on alternate Saturday mornings

ü Customer account payments via Internet

ü Customer service centre enhancements

ü New statutory accounting requirements met

ü New Education funding requirements implemented

ü Restructuring of Island Partnership and Rural Community Council

ü Successful negotiation of Housing Revenue Account closure

ü Unqualified Statement of Accounts

ü Capital strategy acceptable to Government

Disappointments:

ü Unable to improve reliability of telephone facilities at Sandown Civic Offices

ü Customer Service Centre still unmodified

Who has been or will be consulted	When	Issues covered, key results, action taken
Customer service centre users (members, section heads, public)	Oct 01	Recommendations included links to revenues so that benefits enquiries could be dealt with directly*, extended opening hours*, ability to accept cash
Benefits stakeholders	6 - monthly	Service levels
Personal callers at Sandown office	Annually	Customer satisfaction levels
Registration venues	Jan 01	Suggestions received on the format of naming and renewal of vows
Marriage questionnaire	Jan 01 onward	Service improvement questionnaire – general and postal
Registration	Jun 02 Dec 02	Telephone survey on current service and ideas for initiatives under new legislation
Snack Bar	2001	Range of goods & services – response included request for larger and more modern location

* - see service plan

Note: A complete list of consultations are given in appendix C

Revenue Expenditure

Service Plan item	2002-03	2003-04	2004-05	2005-06	2006-07	Comment
Maintaining existing service levels
Sandown telephone exchange	?	?	?	?	?	Unreliable sytem, prone to breakdown
Call centre equipment renewal	0.5	0.5	0.5	0.5	0.5	Time expired equipment
Word processing equipment lease		1.2	1.2	1.2	1.2	Contractual
Legislative pressures
Call centre staffing	?	?	?	?	?	e-Government agenda
Education and Social Services accounting initiatives	27.0	39.0	32.0	14.0	14.0	New financial management requirements – staffing cost
Service Improvements
Deputy Registrar cover	1.2	5.0	1.0	?	?	Income potential
Registrar’s web site	5.0					Income potential
Education forum secure web page	6.0	12.0	12.0	8.0	8.0	Partnership working
Financial Information System update, including report writer		25.0	10.0	5.0	5.0	Effective financial management

Capital Expenditure

Service Plan item	2002-03	2003-04	2004-05	2005-06	2006-07	Comment
Maintaining existing services
Customer accounts ICT replacement	6.0					Time expired equipment
Sandown telephone exchange	?					Unreliable system, prone to breakdown
Word processing printer replacement		5.0				Time expired equipment
Legislative pressures
Customer service counter	17.0					Health & Safety
Call centre	?	?	?	?	?	e-Government agenda
e-procurement	?	?	?	?	?	e-Government agenda
Service improvement
Customer services foyer	30.0					IWC’s public face
Marriage room refurbishment	10.0					Income potential
Personnel/payroll system upgrade		?				Efficiency
Travel/expenses system upgrade	21.0	10.5	10.5	10.5	10.5	Efficiency