customer access team staff briefing stour valley and poole partnership nddc customer services team...
TRANSCRIPT
Customer Access TeamStaff Briefing
Stour Valley and Poole PartnershipNDDC Customer Services TeamBOP Customer Services Team
November 2014
Briefing Content
• Background – process and decisions• Current delivery model• Future delivery model• New structure• Business rationale• Roles • Consultation timelines• Next steps• Question points throughout – opportunity to
email confidential questions
Background SVPP and Customer Access
• Business Case approved by all Councils to bring together SVP and Poole
• Phase 1 SVPP Management Structure established on 1st April 2014
• Phase 2 SVPP Operational Structure to be in place on 1st January 2015 by
New Structure and TUPE of all SVP (CBC / EDDC) staff
• New Phase 3 for SVPP Customer Access Team Structure to be in place 1st
April 2015.
• Phase 3 will bring together staff from BOP Customer Services Centre, SVPP
and NDDC with a proposed transfer of staff 1st April 2015 to BOP Customer
Services
• All Staff will be BOP Employees
• SVPP Accommodation Review for January 2015
Customer Access TeamSpecification and Decision Process
• SVPP – produced specification for CAT in May 2014• Customer Service Managers produced options appraisal drafting:
– Options for delivery – contact centre or customer access team– Outline structure– Principles for delivery and design– Supporting technology, infrastructure and costs
• Processed through:– Joint Scrutiny– Joint Committee– NDDC Scrutiny, Cabinet and Council– BOP Cabinet– CBC and EDDC Resources Committee
“Councils were unanimous in the support of delivering Customer Access through one centralised team”
Customer Access TeamCurrent Delivery Model
AREAStaffallocationFTE
Calls Taken
Face-to-faceenquiries
TotalEnquiries
Enquiries perFTE
CTAXBase
Enquiries per 1000
Properties
SVP 13.4 77,000 27,600 104,600 7,800 93,955 1,113
Poole 15.5 85,000 26,600 111,600 7,200 67,267 1,659
Total 28.9 162,000 54,200 216,200 7,500 161,222 1,341
• Our new delivery model will need to meet the needs of the Partnerships 161,000 Customers
• Current service provision and processes used to resolve customer contact is varied across NDDC, BOP and SVPP
• Current customer demand:
Customer Access TeamFuture Delivery Model - Specification
In scope:• Resolving 90% of all customer contact for SVPP revenues and benefits with aligned
processes• All face to face customer access – across the four (five) local authority front offices• Utilising risk based verification processes at the first point of claim • All telephony access utilising existing contact centre technology• Digital access – enabling, supporting and mediating access to digital services ‘by design ’
at the first point of contact• Customer access strategy – developing new approaches, new ways of working and
working with others• Develop new processes in line with welfare reform / universal support delivered locallyNot in scope:• Recovery action from final notice – enforcement team for main activity*• NNDR – not in scope• Sundry Debts• Social Services Financial Assessment
*ability to resolve and manage recovery enquiries will remain our responsibility to ensure we do not duplicate demand
Customer Access TeamFuture Delivery Model - Aims
“ A collaborative, specialised and dedicated team; delivering services using aligned processes across all customer access channels; achieving
excellent professional customer standards”
• To deliver a future thinking Customer and Digital Access Strategy, ensuring that customers can easily access our services across all channels
• To provide experienced customer services officers with expertise across all revenues and benefit services able to resolve general and complex enquiries
• To provide development opportunities for the team in order to retain experience and career satisfaction
• To consult with SVPP and partner authorities to review business requirements• Continually analyse and manage performance, customer satisfaction, processes
and systems to improve operationally and efficiently• Develop customer profiles to inform strategy and process design• To ensure we are continually ‘change ready’ managing welfare reforms seamlessly • To learn from the commercial sector, identifying progressions with contact centre
and digital technologies
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DIGITALLY READY
COMPLEX NEEDS
CHANNEL SHIFT STRATEGY
Customer Access Team Digital by Design
CUSTOMER INSIGHT
Any questions so far?
Customer Access Team Structure Business Rationale
Structure and Roles
So far, we have described the background to where we are now, the delivery model, the partnership specification and the responsibilities for the new Customer Access Team.
To bring forward a new delivery model, a new structure has been designed accompanied by the development of roles and new job descriptions. This will now help us to bring collaborate across three different organisations and bring staff into one team with a joint vision.
The structure has been designed using comparative contact centre models and job descriptions are generic over all areas of revenues and benefits and customer access channels – i.e. face to face, contact centre, digital access.
Customer Access Team - Structure Katie Lacey
Head of ICT and Customer Support - Borough of Poole
Customer Access ManagerGrade TBC
Customer Services Team LeaderGrade J
Customer Services Officers - level 5
Grade F
Customer Services Officers - level 3
Grade D
Customer Services Officers - level 1
Apprentice
Customer Services Business Analyst
Grade H
Customer Services Team Leader
Grade J
Customer Services Officers - level 5
Grade F
Customer Services Officers - level 3
Grade D
Customer Services Officers - level 1
Apprentice
SVPP Management
Board
SVPP Joint Committee
Customer Access Team Business Rationale
Level 1 Officers - Apprentices• NVQ 2 & 3 Business Admin / Customer Services and NVQ 3 Taxation and Benefits
Level 3 Officers• Resolving general enquiries face to face and in the contact centre• Providing digital support face to face and in the contact centre• Processing and receipting payments • Collection and monitoring of customer contact data as required• Accurately updating systems and applications with all customer information including
complaints and feedback
Level 5 Officers• Resolving all general and complex enquiries face to face and in the contact centre, including
complaints• Actively supporting and encouraging customers to transact digitally • Advising and supporting level 1 and 3 officers, taking ownership of problems• Processing information and payments within systems and applications• Managing front office services, ensuring service delivery is correctly communicated• Processing changes to accounts in accordance with agreed processes
Customer Access Team Business Rationale
Business Analyst To deliver an efficient and effective Business Improvement function to the Customer Access Team. The post holder will provide expert advice, solutions and customer focussed improvements in order for the business to deliver a forward thinking efficient public service which is proactively taking control of savings targets and reducing budgets.
Team Leader Operationally manage the delivery of a contact centre, face to face and digital revenues and benefits service to the public on behalf of all the partnership authorities. Manage a team of staff across diverse locations to ensure the correct outcomes for customers. Ensuring customers located in all partnership areas have easy and accurate access to services enabling the timely processing of benefit entitlement and council tax accountancy.
Customer Access Team Business Rationale
Customer Access Manager Provide strategic management and leadership for the delivery of a contact centre, face to face and digital revenues and benefits service to the public on behalf of all the partnership authorities in Dorset. Lead on the development and implementation of an effective channel shift programme for the partnership in order to achieve specified savings. To work directly with the partnership management team to develop and expand the SV&PP service to other areas. Fundamental review of customer access services, and their locations for Borough of Poole.
Customer Access TeamCareer Ladder
• For every Level of officer there will be a comprehensive “training pack” detailing the skills required to carry out the specific area of work they undertake
• Training identified through appraisal or by Manager will be reviewed, arranged and monitored through the Performance and Training process
• There will be training to support all career development from apprentice to management roles
• Performance Monitoring systems will be developed to support managers and all staff in their roles
• We will look to recruit trainees or apprentices with a view to providing better resilience by giving our own staff opportunities and reducing reliance on temporary roles
Customer Access Team Location and Accommodation Review
• Each local authority consulted • All five front offices will remain operational • Processing centre –likely to be at Creekmoor• Contact centre – to be confirmed – at Poole • Each authority asked to provide ‘seats’ at each
operational site for front office support or processing• Partnership and CAT both committed to supporting
homeworking – where possible and in line with flexible working policies
Any questions so far?
Next steps
• Copies of presentation will be e-mailed today
• Copies of questions and answers from all group briefings will be e-
mailed
• Copies of full job descriptions will be available on the intranet
• Your feedback about draft structure by 24.11.14 by e-mail to
SVP&[email protected] or [email protected]
• You can also discuss with your senior manager, HR and Trade Unions
• Your comments will be considered
• Final structure and feedback to staff by the end of w/c 1.12.14
Appointments to new Structure• Using the principles of North Dorset, Christchurch and East
Dorset Process in conjunction with Borough of Poole policies
• Old and new structures will be compared
• Posts ‘mapped’ according to– Job role– Status– Salary
• Consultation with the Trade Union– Structure and Mapping– Timetable
Future Briefing Detailed Briefing will cover:– The process for appointments into the new structure
– How your role has been mapped
– Appointment by slotting in or selection
– About individual consultation
– On going support
HR Arrangements for Workforce Reorganisation
• All NDDC or SVP staff in phase 3 TUPE transfer to BoP on 1st April 2015
• Any proposed changes to terms and conditions will be subject to full consultation with Trade Union Representatives
Phase ThreeTimeline Process
Initial Briefing
Consultation – structure and roles 14 November 2014
Second Briefing w/c 8 December 2014
First consultation meetings if in selection TBC late Dec / early Jan
Second consultation meetings TBC February
New structure commences 1 April 2015
Support
• BOP Counselling and Chaplaincy Services• SVP Staff support scheme available through HR• NDDC Staff support scheme available through HR
• Email: SVP&[email protected] or [email protected]
• HR Teams and Union
Questions?