revenues, benefits and customer services service plan ... · this will result in higher levels of...

Revenues, Benefits and Customer Services

Service Plan

Deputy Chief Executive Directorate 2016-17

Version 0.1

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1. UNDERSTANDING REVENUES< BENEFITS AND CUSTOMER SERVICES

1.1 Section Profile

Corporate Manager

Revenues and Customer

Services

Operational

Support Manager

Operational

Support Team

Leader - Systems

Operational

Support Team

Leader -

Enforcement

Operational

Service Delivery

Manager

Kirkby and

Hucknall

Operations Team

Leader

Sutton Operations

Team Leader

REVENUESBENEFITS, CUSTOMER

SERVICES and CASHIERS

Although the Revenues and Customer Service appears to be split into two distinct parts, the reality is that the two parts of the service are heavily dependent on each other. Neither section could function without the other. The operational side covers the services that have direct interaction with the public through Customer Services, Cashiers, Benefits and Council Tax Administration. Benefits and Council Tax Administration are delivered by staff on a generic working arrangement where staff are trained to undertake both streams of work. This is to improve the service to the customer and also provide efficiencies within the processing function. The Support team maintain the computer systems that the front facing officers require to undertake the administration of council tax and benefits. The support team also look after financial systems for the cashiers and online payment systems. Included within the Support Team is the Council Tax recovery and enforcement team who rely on the accurate administration of the council tax and benefit accounts in order to be effective in the recovery work through to Magistrates Court and the use of Bailiffs’ to recover unpaid council tax. Also with the Support team is the councils Business Rates Service. Whilst this is very much a standalone section within the team, the work they undertake mirrors the council tax recovery processes. The Support team are also responsible for the councils Sundry Debtors recovery and the councils HB Fraud team, both of which directly link to the Benefits service through the prevention and detection of Housing Benefit Fraud, and the subsequent recovery of Overpaid Benefit through the councils debtors system.

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1.2 Why do we deliver the service? Benefits

In accordance with various Social Security Acts and the Housing Benefit Regulations 2006, the Benefits Team deliver a housing benefit service on behalf of the Department of Work and Pensions, and operate to Housing Benefit Regulations.

Social Security Contributions and Benefits Act 1992

Social Security Administration Act 1992

Housing Benefit Regulations 2006 (as amended)

The Housing Benefit and Council Tax Benefit (Decisions & Appeals) regulations

2001.

The Welfare Reform Act 2012

The Localism Act 2011

Local Government Finance Act 1988

Council Tax (Administration & Enforcement Regulations) 1992

Localised Business Rates – more emphasis on finding businesses and billing –

duty to safeguard public purse

Council Tax Support Scheme

Business Rates Discretionary Relief Schemes

o Retail Relief

o Hardship Relief

o Empty Properties

o Section 44a (Partially Empty)

o Rural relief

Current Policies and Strategies

In 2013/14 Ashfield District Council introduced its Localised Council Tax Support

Scheme (amended annually)

DHP scheme - DHPs may be awarded when ADC considers that a claimant requires

further financial assistance towards housing costs and is in receipt of a social security

benefit which qualifies them for a DHP payment. – DHP Policy revised in March 2016.

Discretionary Financial Assistance Regulations 2001

Revenues

Local Government Finance Act

o Administration of Council Tax Scheme

o Administration of Business Rates Scheme ( Non Domestic Rates)

1.3 What is the purpose of the service?

Revenues- ‘To collect revenue on behalf of the authority, County, Police and Fire’

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Through ensuring that the Revenues systems (Council Tax, Business Rates and Sundry Debtors) and procedures work effectively.

Benefits - ‘To pay the right benefit to the right person at the right time, preventing homelessness and supporting the poorest and most vulnerable members of our community’ Customer Services – ‘to provide a first point of access to the Council for the public either by telephone or face to face’ Through dealing with generic queries and passing specialist queries on to the relevant service area.

1.4 Existing Drivers

Both internal and external policy can influence the way in which a service is being delivered.

Identifying these policies will enable us to challenge them or understand the impacts of

possible service change.

Driver (Local, external, govt policy) Impact of driver/ alignment

Economic climate

increased unemployment = increasing demands

Government Policy– Welfare Reform

Implementation of the government’s policy of

withdrawing the Spare Room Subsidy for

social housing tenants (also known as the

Bedroom Tax).

This policy required amendments to the

computer system and changed the method of

calculating Housing Benefit entitlement.

This resulted in a significant increase in DHP

applications from people who were unable to

meet the rent shortfall.

The Benefit Cap was introduced as part of the

Welfare Reforms which limited the total

amount of benefit a single household could

receive. Any benefit in excess of the £26,000

cap was be taken from the Housing Benefit

payment.

Localised Council Tax Support scheme, which

was introduced to replace the Council Tax

Benefit scheme from 1st April 2013. The

localised scheme requires ADC to maintain its

own scheme rules which must be reviewed

annually, and if changes are required this is

subject to a full consultation with the public

and major preceptors.

Local Policy set by Members

The Governments Discretionary Housing

Payment scheme is delivered through a local

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DHP policy agreed by members. Whilst the

national DHP guidelines dictate how the DHP

funding is to be spent, the local Policy allows

members to ensure that DHP expenditure

meets with the Council’s priorities.

Savings Strategy requirements/ Council financial position

Ashfield District Council operates a Local

Council Tax Support scheme which is largely

based on the original Council Tax Benefit

Scheme. ADC’s scheme has retained the

100% maximum award for claimants on very

low income. Although this is a more costly

scheme in terms of the direct cost, the benefits

in terms of providing maximum help for

vulnerable residents and ensuring that the

council tax collection rate is not affected are

considered to be more beneficial overall.

Universal Credit

The Universal Credit Scheme is a government

policy designed to incorporate several different

benefits into a single payment. This will

include the Housing Benefit element when the

scheme is fully implemented. This will have a

direct impact on the work that ADC staff are

required to do, however, ADC will continue to

work in partnership with the DWP in the

delivery of Universal Credit to the residents of

Ashfield after it has been fully implemented

nationally.

Localism Act

All Local Authorities continue to deliver

Government policy on Localism, as and when

the proposed changes are passed by

Parliament. This is part of an ongoing strategy

for central government.

More properties in the district Results in more council tax or NNDR Income.

Housing - New houses built within the District

are identified and details submitted to the

Valuation Office Agency for Council Tax

Banding.

Businesses - New Business properties within

the District are identified and details

submitted to the Valuation Office Agency for

valuation and inclusion in the Rating List.

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1.5 Customers/Stakeholders

Customers are integral to Ashfield District Council services. This section identifies what our

customers want from the service. An oversight of the topics that make up the customer

element of the review can be seen below.

Understanding Customers of the service and their needs.

If we understand what our customers want from our services we can ensure that we meet

these expectations. This will result in higher levels of customer satisfaction and lower levels

of failure demand.

How customers contact the service has an impact of how the service is resourced. If a

service typically receives the majority of their demand through traditional methods then the

service needs to be staffed to meet this. This section will help us to understand how

customers contact the service.

1.5.1 Who are your customers and what do you know about them?

Customers Profile/ characteristics

Citizens/ public

Council tax payers – 54,797

DD Payers – 31,182

Housing Benefit Claimants – 9,093

Council Tax Support Claimants – 12,025

Total Caseload – 12,538

Sundry Debtors

Number of Invoices raised – 6,790 (£8,709,394.34)

Balance as at 31.3.16 - £1,028,802.58

Number of Invoices outstanding – 633 (as at 31st

March 2016)

Discretionary Housing Payment scheme Claims - 751

Authority

Ashfield District Council

Other Government agencies e.g. DWP

Nottinghamshire County Council Valuation Office Agency -VOA Department for Work & Pensions - DWP Department for Communities & Local Government - DCLG HM Revenue & Customs - HMRC Valuation Tribunals - VT Ministry of Justice - MoJ

Businesses

Business rates payers – 3,139

Direct Debit Payers - 974

Members

35 Councillors

Advice agencies

Citizens Advice – www.ashfieldca.org.uk

Money Advice Agency - www.moneyadviceservice.org.uk

AHL

7,000 council tenants – 4,485 in receipt of Rent Rebate

http://www.ashfieldca.org.uk/

http://www.moneyadviceservice.org.uk/

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Council Tax Properties

Number of properties

Exemptions Disabled Relief

Single Occupant

25% disregard

50% disregard

A 29,418 290 63 19 0 2

B 11,050 94 50 12,281 271 35

C 8,553 111 51 3,151 94 11

D 3,793 31 28 1,929 79 10

E 1,303 17 12 598 26 8

F 452 5 13 180 8 7

G 125 0 17 50 3 18

H 24 0 11 12 1 13

unband 79 0 0 1 0 6

0 % discount (empty > 6 mths)

25 % discount (empty < 6 mths)

100 % discount (empty < 1 mth)

Long Term Empty Premium

2nd Home 100% charge

A 230 294 149 163 88

B 53 59 23 22 32

C 49 45 11 13 24

D 14 17 4 10 8

E 7 7 2 3 3

F 4 4 1 2 3

G 0 1 0 0 0

H 0 0 0 0 2

unband 0 0 0 0 0

Direct Debit Payers Council Tax

End of Month

Net Total Council Tax Payers

DD payers Change in Payers from

Previous Month Actual Percentage

April 2015 45,594 30,494 +490 66.88%

May 2015 45,604 30,619 +125 67.14%

June 2015 45,658 30,775 +156 67.40%

July 2015 45,747 30,867 +92 67.47%

August 2015 45,733 30,945 +78 67.66%

September 2015 45,895 31,034 +89 67.62%

October 2015 45,942 30,994 -40 67.46%

November 2015 46,022 30,980 -14 67.32%

December 2015 46,063 30,892 -88 67.06%

Private Landlords & Housing Associations

4,608 – claimants in receipt of Rent Allowance

Enforcement Agents

Bristow & Sutor Dukes

Council tax Debts with the Bailiffs – 162

Business rates Debts with the Bailiffs – 12

Total value to be collected - £141,479.25

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January 2016 46,054 30,816 -76 66.91%

February 2016 46,041 30,726 -90 66.74%

March 2016 46,129 31,182 +456 67.60%

Businesses

End of Month

Number of Business properties

Total Rateable Value

April 2015 3,118 £80,128,659

May 2015 3,116 £80,143,859

June 2015 3,114 £80,151,729

July 2015 3,116 £80,155,929

August 2015 3,112 £80.220.902

September 2015 3,114 80,240,302

October 2015 3,104 80,215,797

November 2015 3,107 80,234,331

December 2015 3,116 80,477,561

January 2016 3,123 £80,686,131

February 2016 3,123 £80,686,131

March 2016 3,139 £81,355,971

Direct Debit Payers NNDR

End of Month

Net Total Rate payers

DD payers Change in Payers from

Previous Month Actual Percentage

April 2015 3,098 997 +15 32.18%

May 2015 3,096 992 -5 32.04%

June 2015 3,093 994 +2 32.14%

July 2015 3,088 993 -1 32.16%

August 2015 3,098 993 0 32.05%

September 2015 3,103 995 +2 32.07%

October 2015 3,100 989 -6 31.90%

November 2015 3,102 992 +3 31.98%

December 2015 3,107 979 -13 31.51%

January 2016 3,108 974 -5 31.34%

February 2016 3,112 974 0 31.30%

March 2016 3111 974 0 31.31%

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1.5.2 What are your customers’ needs and how do they contact the service?

Customers Needs from the service Means of Contact

Citizens/ public

Housing Benefit Administration

Council Tax Support Administration

Council Tax Billing & Enforcement

Business Rates Billing &

Enforcement

Sundry Debtors Recovery

Discretionary Housing Payments

Scheme - Administration

Post Email Telephone Web Site Face to Face via DWP

Authority

Finance

Housing

Other ADC Services

Other Local Authorities

Telephone Email Face to Face

Other Government agencies e.g. DWP

DWP

DCLG

HMRC

MoJ

VOA

VT

Post Email Telephone Face to Face Automated Electronic Transactions Customer Information System (CIS) Public Service Network GCSX – Secure email

Businesses


Enforcement

Business rates Reliefs & Exemptions

Post Email Telephone Web Site Face to Face via VOA

Members



Council Tax Billing & Enforcement


Enforcement

Sundry Debtors Recovery

Discretionary Housing Payments

Scheme - Administration

Telephone Email Face to Face Members Reports Meetings

Advice agencies

Citizens Advice

Money Advice

Telephone Email Face to face

AHL

Housing benefit Administration Telephone Email Face to Face

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Discretionary Housing payments

Scheme

Web Site

Private Landlords

Housing benefit Administration


Scheme

Telephone Email Face to Face Web Site

Housing Associations



Scheme

Telephone Email Face to Face Web Site

Insolvency Practitioners

Council Tax Enforcement

Business rates Enforcement

Telephone Email

Enforcement Agents

Council Tax Enforcement

Business rates Enforcement

Sundry Debtors

Housing Benefits Overpayment

Recovery

Telephone Email Face to Face On-Line Enforcement Systems

1.5.3 What are your customer demand levels?

Workloads

Council Tax Post

End of Month

Active Processes

Processes > 14 days

Waiting cases Total Processes

April 2015 857 556 244 1,101

May 2015 808 495 204 1,012

June 2015 696 391 238 934

July 2015 621 265 229 850

August 2015 646 360 230 876

September 2015 632 320 263 895

October 2015 780 433 192 972

November 2015 598 303 256 854

December 2015 434 303 237 671

January 2016 536 306 214 750

February 2016 467 188 297 764

March 2016 815 335 230 1,045

Business Rates Post

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End of Month

Active Processes

Processes > 14 days


April 2015 159 123 9 168

May 2015 209 163 8 217

June 2015 147 108 5 152

July 2015 142 92 10 152

August 2015 147 110 8 155

September 2015 132 100 12 144

October 2015 124 74 25 149

November 2015 67 44 30 97

December 2015 79 14 63 93

January 2016 69 50 23 92

February 2016 68 56 26 94

March 2016 135 78 8 143

Recovery Action Council Tax

This shows the total number and values of the reminders, second reminders and final notices issued within the month with a comparison of the same period of the previous year.

End of Month

Number issued Value

Number issued 12 months ago

Value of issued 12 months ago

April 2015 2,789 £387,463 3,064 £353,514

May 2015 2,209 £494,164 2,954 £402,285

June 2015 1,489 £256,902 1,527 £179,566

July 2015 1,451 £269,171 1,549 £308,613

August 2015 1,584 £316,080 1,425 £272,702

September 2015 1,230 £227,028 1,255 £238,141

October 2015 1,225 £222,542 1,394 £258,845

November 2015 1,536 £291.953 1,321 £224,151

December 2015 1,914 £308.324 1,691 £268,716

January 2016 1,509 £246,401 1,598 £241,388

February 2016 954 £157,336 1,116 £177,989

March 2016 1,059 £203,686 811 £170,104

Recovery Action – Business Rates

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This shows the total number and values of the reminders and final notices issued within the month with a comparison of the same period of the previous year

End of Month

Number issued Value



April 2015 150 £1,101,767 172 £219,829.84

May 2015 153 £1,241,670 231 £560,426.78

June 2015 68 £272,083 88 £555,724.80

July 2015 77 £134,399 86 £162,204

August 2015 75 £369,216 83 £307,815

September 2015 41 £127,610 88 £285,915

October 2015 57 £130,996 75 £234,206

November 2015 53 £181,185 129 £494,238

December 2015 70 £198,189 82 £216,455

January 2016 71 £207,177 99 £253,349

February 2016 42 £105,268 42 £286,140

March 2016 71 £200,759 45 £64,394

Council Tax Summons’ issued

This shows the total number and values of the summonses issued within the month.

End of Month

Number issued Value



April 2015 301 £99,044.54 514 £166,578.32

May 2015 1,300 £1,073,696.99 1,038 £968,018.58

June 2015 667 £516,884.14 995 £621,251.90

July 2015 444 £306,370.54 420 £298,198.32

August 2015 405 £270,350.44 445 £288,505.55

September 2015

343 £233,173.64 420 £244,474.22

October 2015 331 £191,757.94 424 £223,497.74

November 2015

316 £166,610.77 353 £175,820.83

December 2015

399 £195,924.12 381 £161,178.41

January 2016 436 £165,433.73 435 £166,956.26

February 2016 401 £140,055.56 429 £145,468.19

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March 2016 381 £136,023.34 409 £110,105.21

Non Domestic Rates Summons’ issued

This shows the total number and values of the summonses issued within the month.

End of Month

Number issued Value



April 2015 16 £68,166.53 24 £60,968.94

May 2015 40 £111,367.41 6 £6,530.12

June 2015 65 £580,058.18 91 £902,575.39

July 2015 23 £198,374.09 32 £228,303.21

August 2015 18 £134,189.81 23 £111,757.00

September 2015

20 £157,151.03 24 £93,308.64

October 2015 20 £129,784.07 28 £200,072.88

November 2015 16 £79,054.37 23 £273,702.93

December 2015 13 £39,196.06 31 £206,490.45

January 2016 15 £45,860.60 32 £130,731.29

February 2016 30 £88,012.90 21 £91,503.62

March 2016 15 £38,515.13 18 £54,394.77

Enforcement Agency (Bailiffs) Action - Council tax & Business Rates

Bailiff cases

Referred Council Tax

Amount (£)

NNDR Amount

(£) Total no. of

cases Total amount

(£)

April 2015 48 £26,846.10 21 £60,183.88 69 £87,029.98

May 2015 66 £35,018.25 4 £14,785.54 70 £49,803.79

June 2015 57 £24,187.19 9 £19,462.92 66 £43,650.11

July 2015 247 £224,615.43 9 £13,987.60 256 £238,603.03

August 2015 183 £156,770.76 22 £75,591.46 205 £232,362.22

September 2015 110 £83,692.06 7 £10,716.35 117 £94,408.41

October 2015 155 £100,556.30 27 £126,669.71 182 £227,226.01

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November 2015 96 £80,391.42 11 £128,919.16 107 £209,310.58

December 2015 51 £35,504.65 4 £14,760.65 56 £50,265.30

January 2016 106 £71,892.02 6 £12,704.72 112 £84,596.74

February 2016 139 £84,007.05 15 £50,671.13 154 £134,678.18

March 2016 162 £81,986.56 12 £59,492.69 174 £141,479.25

Benefits Post

End of Month

Active Processes

Processes > 14 days


April 2015 964 681 607 1,571

May 2015 678 480 663 1,341

June 2015 822 549 645 1,467

July 2015 818 563 759 1.577

August 2015 651 488 816 1,467

September 2015 763 595 684 1,447

October 2015 792 584 672 1,464

November 2015 547 390 845 1,392

December 2015 540 447 678 1,218

January 2016 354 188 964 1,318

February 2016 413 228 956 1,369

March 2016 720 405 861 1,581

DWP Notifications

This is notifications received from the DWP relating to changes in DWP benefits for Automated Transfers to Local Authority Systems (ATLAS) and Electronic Transfer of Data (ETD) received per month and the amount outstanding.

End of Month

Received ATLAS per

month

Received ETD’s per

month

Total DWP Notifications Received

April 2015 4,768 1,074 5,842

May 2015 3,850 804 4,654

June 2015 4,085 435 4,520

July 2015 3,920 0 3,920

August 2015 3,696 0 3,696

September 2015 3,034 0 3,034

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October 2015 2,491 0 2,491

November 2015 1,883 0 1,883

December 2015 2,859 0 2,859

January 2016 1,461 0 1,461

February 2016 1,492 0 1,492

March 2016 1,504 0 1,504

37,356

Benefit Caseload

This measures the current caseload of the end of each month in respect of Working Age and Elderly Claimants.

Date

Rent Rebates Rent Allowances

Council Tax Support

Total Caseload Difference from

start of year

April 2015 4,584 4,717 12,401 12,943 0

May 2015 4,573 4,718 12,353 12,883 -60

June 2015 4,574 4,712 12,340 12,861 -82

July 2015 4,579 4,700 12,335 12,846 -97

August 2015 4,588 4,677 12,293 12,814 -129

September 2015 4,558 4,663 12,208 12,723 -220

October 2015 4,559 4,659 12,168 12,713 -230

November 2015 4,551 4,664 12,141 12,679 -264

December 2015 4,539 4,629 12,068 12,623 -320

January 2016 4,524 4,616 12,035 12,572 -371

February 2016 4,516 4,618 12,050 12,573 -370

March 2016 4,485 4,608 12,025 12,538 -405

1.5.4 Failure Demand

Not as high, more controlled since restructure however, failure demand could result from:-

Incorrect council tax assessments

Customers giving wrong information

System faults – Civica

“getting it right first time”

improving the quality of our letters and notifications

Processing as many claims as can at the first point of contact.

Minimise processing errors

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Improving speed of processing of change of circumstances

Minimise delays in processing New Claims.

1.5.5 Customer Service Standards

Service Level

Council Tax Benefits Business Rates Customer Services Cashiers

offer a friendly, professional and polite service;

deal with enquiries as quickly as possible; listen to the customer give the customer our name, or wear a

name badge; treat the customer fairly and with respect; adapt our communication in response to

the customer’s needs; do what we say we are going to do; try to get things right first time; keep customers informed about the

progress of their enquiry; respect our customers’ privacy; provide easy-to-understand information; keep customers informed about the

services we provide; show customers our identification card if

we visit them at home; and hold personal details safely and securely,

in line with our Information Charter.

1.5.6 Customer Access

Opening times

Kirkby in Ashfield Hucknall Sutton in Ashfield

Council Offices

Urban Road

Kirkby in Ashfield

Nottingham

NG17 8DA

Council Offices

Watnall Road

Hucknall

Nottingham

NG15 7LA

Ashfield Homes Broadway

Brook Street

Sutton in Ashfield

NG17 1AL

Kirkby in Ashfield Office Opening Hours:

Monday: 8.30am to 5.00pm

Tuesday: 8.30am to 5.00pm

Wednesday: 8.30am to 4.00pm

Thursday: 8.30am to 5.00pm

Friday: 8.30am to 4.30pm

Hucknall and Sutton in Ashfield Opening Hours:






Saturday (Payment Office only): 9.30am - 12noon

Telephone lines are open as follows:



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Selston

The Community Unit

139 Nottingham Road

Selston

NG16 6BT

Selston Opening Hours (please note this is a payment office only):

Monday 9.00am to 1.00pm

Tuesday 9.00am to 1.00pm

Thursday 9.00am to 1.00pm

Friday 9.00am to 1.00pm

Saturday 9.30am - 12noon

Out of office arrangements

24hr emergency telephone Cover provided by Newark & Sherwood District Council– under

contract

Access channels

Website

The Website provides information on key aspects of Council Tax, Business rates, Housing Benefits and the Council Tax Support Scheme. Customers are able to visit the Advice and Benefits Section of the Website for information about Council Tax, business rates, making payments, and claiming Housing Benefit and Council Tax Support.

Customers are able to:-

Make a Payment

Notify of a Change of Circumstances

Join “Open Ashfield” to view Council Tax account online

Sign up for Electronic Billing

Make a complaint

Read FAO’s concerning

View Benefit Information online through “Open Ashfield”

1.5.7 Customer satisfaction

No recent Customer Satisfaction Surveys have been undertaken

1.5.8 Type and Frequency of Received Complaints

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Most “complaints” received by the service are actually the customer disagreeing with the

outcome of a Benefits decision or not understanding the way the regulations have been

applied to their benefit claim or council tax account. These are dealt with as formal requests

for a “reconsideration” of the original decision. If the customer still does not agree with the

decision then both Benefit Claimants and Council Tax payers have the right to lodge a

formal “Appeal” against the decision with the Benefits Tribunal or Valuation Tribunal

respectively.

Challenges to other decisions such as Discretionary Housing Payments or Council Tax s13a

(1) (c) Hardship Payments are also dealt with by way of a formal “reconsideration” of the

original decision. If the customer remains dissatisfied with the decision then the matter is

passed for further reconsideration by the Head of Finance and the Finance Port-folio holder.

1.6 Service Functions

Functions

Council Tax Administration

Council Tax Billing

Council tax Recovery & Enforcement

Council Tax Visiting Officers

Business rates Administration

Business rates Billing

Business rates Recovery & Enforcement

Business rates Visiting Officers



Benefits Visiting Officers

Discretionary Housing Payments Administration

Benefit Appeals

Housing benefits Overpayment Recovery

Sundry Debtors Administration & Recovery

Cash Offices – Service Delivery at Kirkby, Sutton, Hucknall and Selston

Corporate Customer Services Telephony

Customer Services – Kirkby, Sutton, Hucknall and Selston

Electronic Payments System – Internet

Electronic Payments – Telephone

Revenues Systems Support

Council Tax System

Benefits System

Business Rates System

W2 Document Management System

Cash Office System - ICON

Netcall Telephone Payments System

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2. SERVICE PERFORMANCE 2015/16

2.1 Performance Data

Performance Indicators

Ref Description 2015/16 Target

2015/16 Actual

Benchmarking (where appl)

Revenues

KPI043 % Council Tax collected in current year 97.5% 97.18% n/a

KPI044 % NNDR collected in current year 98.0% 98.44% n/a Recovery of HB Overpayments 28.7% 23.4% n/a % Council Tax arrears 38.5% 37.0% n/a Council Tax direct debits 67.0% 67.6% n/a NNDR direct debits 40.0% 31.3% n/a

Council tax post dealt with in less than 14 days

n/a 41.10% n/a

NNDR post dealt with in less than 14 days

n/a 57.78% n/a

Benefits

KPI075 Average time to deal with all claims 15 days 10.67 days n/a KPI075a Average time to process new claims 18 days 17.66 days n/a

KPI075b Average time to process changes of circumstances

12 days 10 days n/a

SPI144 Accuracy of processing HB/ CTB support claims

90% 86.77% n/a

Benefits post dealt with in less than 14 days

n/a 56.25% n/a

ATLAS items dealt with in less than 14 days

n/a 75.00% n/a

ETD items dealt with in less than 14 days

n/a Ended n/a

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Council Tax 2015/16 Collection

This shows the number of properties and the amount of charges that have been recovered against the total amounts raised for the current financial year.

End of Month

Total Net Debit

Current Outstanding

Debt Net Payments

Collection Target

Actual Collection To

Date

Number of

Properties

April 2015 £52,429,814 £46,738.636 £5,691,178 10.85% 10.85% 54,298

May 2015 £52,472,664 £42,040,458 £10,480,974 20.15% 19.97% 54,352

June 2015 £52,560,584 £37,234,806 £15,325,784 29.33% 29.16% 54,393

July 2015 £52,599,530 £32,483,424 £20,185,735 38.59% 38.38% 54,429

August 2015 £52,636,442 £27,808,787 £24,904,583 47.67% 47.31% 54,472

September 2015 £52,707,212 £23,062,869 £29,721,756 56.92% 56.39% 54,477

October 2015 £52,770,827 £18,214,614 £34,636,461 66.13% 65.64% 54,535

November 2015 £52,818,056 £13,431,976 £39,466,634 75.16% 74.72% 54,566

December 2015 £52,846,128 £8,673,254 £44,262,524 84.22% 83.76% 54,590

January 2016 £52,854,566 £4,064,516 £48,884,733 93.06% 92.49% 54,605

February 2016 £52,844,515 £2,737,583 £50,207,230 95.37% 95.01% 54,667

March 2016 £52,849,862 £1,571,109 £51,359,944 97.50% 97.18% 54,723

NNDR 2015/16 Collection

This shows the number of hereditaments and the rateable value of businesses to day, and the amount of business rates that have been recovered against the total amounts raised for the current financial year.

End of Month

Total Net Debit

Current Outstanding

Debt

Net Payments

Collection Target

Actual Collection

To Date

Number of hereditaments

Value of RVs

April 2015 £34,568,177 £31,249,477 £3,318,700 10.46% 9.60% 3,118 £80,128,659

May 2015 £34,552,346 £28,354,710 £6,197,636 19.34% 17.94% 3,116 £80,143,859

June 2015 £34,345,933 £24,574,036 £9,771,898 29.82% 28.45% 3,114 £80,151,729

July 2015 £34,169,675 £21,182,199 £12,991,955 38.51% 38.02% 3,116 £80,155,929

August 2015 £34,343,090 £18,296,601 £16,050,438 46.59% 46.74% 3,112 £80.220.902

September 2015 £34,461,913 £15.196.956 £19,269,298 56.18% 55.92% 3,114 80,240,302

October 2015 £34,433,329 £12,036,492 £22,401,098 64.46% 65.06% 3,104 80,215,797

November 2015 £34,430,236 £8,861,041 £25,572,025 72.88% 74.28% 3,107 80,234,331

December 2015 £34,481,049 £5,635,096 £28,831,737 82.07% 83.62% 3,116 80,477,561

January 2016 £34,508,060 £2,787,942 £31,705,415 90.48% 91.88% 3,123 £80,686,131

February 2016 £34,448,370 £1,627,593 £32,805,490 94.74% 95.23% 3,123 £80,686,131

March 2016 £34,394,562 £507,343 £33,856,611 98.00% 98.44% 3,139 £81,355,971

22

HB Overpayments

Housing benefit overpayments recovered as a % of total debt at the 1 April 2015 plus amount of overpayments identified since the 1 April 2015. To focus how successful we are at collecting housing benefit overpayments in a timely manner.

End of Month

Value Raised in

Month

Value Recovered in Month

Actual Percentage Collected

Collected Target

Total Value Raised YTD

Total Value Recovered

YTD

Percentage Collected

YTD

April 2015 £125,337.45 £63,463.37 2.49% 2.85% £125,337.45 £63,463.37 50.63%

May 2015 £166,779.65 £67,480.77 4.84% 6.96% £282,903.77 £130,819.93 46.24%

June 2015 £205,983.81 £70,145.96 6.99% 9.85% £466,752.39 £200,600.96 42.98%

July 2015 £141,119.88 £68,074.23 8.91% 12.11% £601,431.71 £267,409.31 44.46%

August 2015 £113,401.61 £72,773.15 10.94% 15.06% £707,160.97 £339,693.84 48.04%

September 2015 £126,040.46 £72,646.59 12.77% 16.94% £828,073.82 £411,482.67 49.69%

October 2015 £133,349.90 £70,762.23 14.47% 19.03% £954,484.85 £483,184.77 50.62%

November 2015 £145,499.78 £96,093.14 16.80% 20.55% £1,058,648.10 £579,521.82 54.74%

December 2015 £176,954.95 £91,732.87 18.56% 23.54% £1,209,052.66 £666,894.73 55.16%

January 2016 £136,329.43 £90,297.51 20.32% 26.15% £1,326,811.18 £754,446.18 56.86%

February 2016 £132,025.97 £75,923.14 21.70% 28.02% £1,433,884.91 £829,908.83 57.88%

March 2016 £93,790.35 £75,232.03 23.41% 28.70% £1,483,880.12 £906,745.87 61.11%

NI 181 (Right Time Indicator)

This is the “end to end” times of the customer experience using the average time taken, in calendar days, to process all new claims and change events in Housing Benefit and Council Tax Support.

Month Target (no. of days) In Month Actual Year

to Date Variance

April 2015

15

17.07 16.40 +1.40

May 2015 11.97 14.52 -0.48

June 2015 15.01 14.57 -0.43

July 2015 16.23 15.09 +0.09

August 2015 12.43 14.65 -0.35

September 2015 12.73 14.33 -0.67

October 2015 13.25 14.22 -0.78

November 2015 14.30 14.29 -0.71

December 2015 11.14 13.94 -1.06

January 2016 9.73 13.32 -1.68

February 2016 6.21 10.86 -4.14

March 2016 3.12 10.67 -4..33

23

Average days to Process New Claims

This measures the customer experience of “end to end” times in relation to how quickly we deal with new claims. It is calculated using the average time taken, in calendar days, to process all new claims in Housing Benefit and Council Tax Support. (HB / CTS)

Month Target (no. of days) In Month Actual Year

to Date Variance

April 2015

18

20.46 20.36 +2.36

May 2015 21.88 20.83 +2.83

June 2015 21.32 20.96 +2.96

July 2015 17.19 19.76 +1.76

August 2015 15.52 18.95 +0.95

September 2015 18.68 18.81 +0.81

October 2015 16.95 18.62 +.0.62

November 2015 16.79 18.44

+0.44

December 2015 15.27 18.11 +0.11

January 2016 16.17 17.95 -0.05

February 2016 16.14 17.81 -0.19

March 2016 16.32 17.66 -.034

Average Days to Process Changes in Circumstances

This measures the customer experience of “end to end” times in relation to how quickly we deal with changes in circumstances and is calculated using the average time taken, in calendar days, to process all Changes in Circumstances in Housing Benefit and Council Tax Support.

Month Target (no. of days) In Month Actual Year to

Date Variance

April 2015

12

16.66 15.93 +3.93

May 2015 10.95 13.80 +1.80

June 2015 14.26 13.85 +1.85

July 2015 16.11 14.54 +2.54

August 2015 12.03 14.13 +2.13

September 2015 12.10 13.80 +1.80

October 2015 12.67 13.69 +1.69

November 2015 13.98 13.77 +1.77

December 2015 10.63 13.42 +1.42

January 2016 9.30 12.79 +0.79

February 2016 5.26 10.20 -4.80

March 2016 2.65 10 -2.00

24

Local Authority Error Overpayment Monitoring

The council is allowed a specific percentage of overpayments created as a Local Authority Error and there are two thresholds, called lower and upper. The lower threshold is set at 0.48% of all expenditure attracting subsidy (£161,477 for 2015/2016), presuming the authority do not exceed this then they will received 100% subsidy on any Local Authority error overpayments. The upper limit is set at 0.54% (£181,661 for 2015/2016) and if the authority exceed the lower threshold but are below the upper threshold the authority would only receive 40% by way of subsidy, if the upper limit is reached then the authority would not receive any subsidy at all. This will be monitored to try and estimate the probability of the total overpayments created in this manner at the end of the financial year and ensure that no subsidy is lost.

Period ending Actual

Expenditure Actual LA Error Overpayments

Projected Annual

Expenditure

Projected Annual LA

Error Overpayments

Projected Lower

Threshold Variance

26 April 2015 £2,371,055 £17,821 £30,823,715 £231,673 £147,954 +£83,719

31 May 2015 £5,311,123 £26,165 £34,522,300 £194,369 £165,707 +£28,662

28 June 2015 £7,913,093 £32,065 £34,290,070 £138,948 £164,592 -£25,644

26 July 2015 £10,575,580 £37,614 £34,370,635 £122,246 £164,979 -£42,733

30 August 2015 £13,505,141 £47,987 £35,113,367 £124,766 £168,544 -£43,778

27 September 2015 £16,185,745 £51,855 £33,666,350 £107,858 £161,598 -£53,740

25 October 2015 £18,800,502 £56,449 £33,711,245 £101,219 £161,814 -£60,595

29 November 2015 £21,758,170 £67,540 £34,285,601 £106,427 £164,571 -£58,144

27 December 2015 £25,262,540 £92,417 £35,504,110 £129,883 £170,420 -£40,537

31 January 2016 £28,148,902 £119,114 £35,701,046 £151,071 £171,365 -£20,294

28 February 2016 £30,810,674 £137,039 £35,603,446 £158,356 £170,897 -£12,541

31 March 2016 £33,164,623 £136,083 £33,164,623 £136,083 £159,190 -£23,107

Discretionary Housing Payments (DHP) Allocation

The council is allocated an annual amount by Central Government in order to make awards to those in receipt of Housing Benefit. DHPs are designed as a short term measure in order to help those claimants that are in financial difficulties to find ways to overcome their problems. Additional funding is currently being provided to allow for changes in welfare reform. The Council can make awards totalling 2.5 times the Government contribution; however any funds allocated above the Government contribution must be borne by its own resources. It is important that the spend is monitored in order to establish the likely impact, if any upon the Councils budget.

Month

Number of DHP Claims Rent

Allowances Rent Rebates Total Allocated

Government Contribution

Balance Remaining

April 2015 64 £6,471 £3,494 £9,965 £187,121 £177,156

May 2015 118 £11,270 £7,016 £18,286 £187,121 £168,835

June 2015 194 £20,289 £15,793 £36,082 £187,121 £151,039

25

July 2015 280 £26,417 £21,574 £47,991 £187,121 £139,130

August 2015 333 £28,126 £25,231 £53,357 £187,121 £133,764

September 2015 328 £32,474 £30,106 £62,580 £187,121 £124,541

October 2015 368 £35,740 £34,015 £69,755 £187,121 £117,366

November 2015 477 £54,874 £48,927 £103,801 £187,121 £83,320

December 2015 626 £61,624 £55,316 £116,940 £187,121 £70,181

January 2016 666 £66,369 £58,490 £124,859 £187,121 £62,262

February 2016 710 £70,845 £61,283 £132,128 £187,121 £54,993

March 2016 751 £77,906 £65,899 £143,805 £187,121 £43,316

2.3 Service Costs

Revenues & Customer Services - 2015-16 YTD

Actual £ Budget £ Variance £

L45000 Revenues (CTax, Benefits & NDR) 2,210,988.10 2,360,100.00 149,111.90

L49000 Customer Services - 6,421.13 - 6,421.13

L49001 Cashiers - 25,139.71 - 25,139.71

2,179,427.26 2,360,100.00 180,672.74

Delivery of Housing Benefit Service is part funded by the DWP – HB Administration

Grant

Delivery of the Council Tax Support Scheme is part funded by DCLG – LCTR Scheme

Administration Grant

Delivery of the Business Rates Service is funded by DCLG – Business rates

Administration funding

DHP Grant Payment – Annual Government DHP grant allocation

Customer Services Costs – Recharged to all departments

Cashiers Costs – Recharged to all departments

Contracts

Business Rates Service is delivered on a Shared Service arrangement with Broxtowe

District Council. Broxtowe make a contribution from their own Business rates Funding to

Ashfield District Council to deliver the Business rates Administration and Enforcement

processes.

IT Systems – Main systems provider is CIVICA.

Systems provided:- Revenues and Benefits W2 Document Management System ICON Payments System

NETCALL – Telephony System

26

2.4 Reflection of Service Performance

Key Successes

Implementation of universal credit

Transfer of Fraud to Single Fraud Investigation Service

Co-location from Fox Street to Brook Street

Replaced Hucknall Team Leader with a senior officer at lower grade, more effective use of capacity

Overall performance improvement due to prioritisation of work

Reduced officer errors

Reduced Delay in processing due to backlogs

Trained and skilled staff

Key Learning

Wider staff knowledge of subsidy. Staff awareness and understanding of the impact of errors and delays

both on the customer and also the potential loss of Subsidy income to the council.

Staff awareness of the potential impact of benefit fraud. Service delivery is designed to improve the

prevention of fraud and error entering the benefits system, by ensuring that the majority of claimants are

dealt with on a face to face basis for the initial claim application.

Staff are aware that the supply and verification of supporting evidence is important in ensuring that claims

are accurate and that fraud is made more difficult due to the requirement for evidence to be supplied by

the claimant to support the claim.

Up to date knowledge of Welfare reforms and Benefit changes is a key requirement to ensure that the

Benefits Service remains compliant with current regulations.

27

3. FUTURE 3.1 Horizon scanning

Changes are required to the Local Council Tax Support Scheme due to Central

Government rule changes. Also, the council must now assess the overall affordability of

continuing to provide a scheme which still pays 100% support for claimants on very low

income. – a decision to change scheme would require significant work to design and

implement

Re-evaluation of business rates in 2017 to a new rating list

Some further changes to the localised Business Rates scheme are being considered by

central Government during a full review of the Business Rates scheme.

Fraud – when the benefits fraud team moved to DWP (Fraud and Error Service) in

November 2015, there was no capacity left to deal with the administration work that the

FES now generates as a result of their investigations. This issue is being closely

monitored and may require a change to the way FES enquiries are handled.

Universal Credit Phase 1 of the Universal Credit Scheme went live in Ashfield on 22nd June, 2015. As part of the roll-out of UC the authority is assisting DWP with the implementation of certain aspects of Universal Credit. The service provided by Ashfield includes the delivery of personal budgeting and support to people on very low income and signposting to online applications. The authority continues to have the responsibility for delivery of housing benefits claims for working age claimants at this time, however, Phase 2 of the roll-out of UC (date to be confirmed) will see “New” working age claimants moving onto UC and no longer claiming HB from the council. Pensioners will not be incorporated into the Universal Credit scheme. The government plan to introduce a separate scheme for pensioners in 2021. Pensioners represent approximately 50% of the current Housing Benefit caseload in Ashfield. There are no definitive timelines for the roll-out of Phase 2 of UC yet, however the latest information indicates the following:- 2016-17 – Phase 2 roll-out at a selected number of LA’s across the country (already notified individually – Not Ashfield) 2017-18 – Phase 2 rest of the country – ADC will be officially notified in the autumn of 2016. 2018-20 – Phase 3 – migration of remaining HB claimants from legacy systems onto UC – no details available. 2021-22 – New pensioner claimants and existing pensioner HB claimants will be moved on to a new Pensioner scheme (yet to be developed)

28

3.2 What does a ‘Good’ service look like?

Benefits

Provision of quality service to the customer:-

o Inclusive to all members of the community

o Face to Face Service delivery

o Speed of assessment

o Accuracy of assessment

Maximise subsidy

Maximise Benefit take up

Getting it Right First Time

Go extra mile to deliver excellent service to the public

Revenues

Timely bills issued to every resident or business

Accurate Billing in accordance with regulations

Instalments offered – statutory instalment scheme as prescribed in regulations

Maximise number of Businesses held on the system in order to maximise Business rates

income.

Ensure new businesses are included on the system as soon as possible.

Effective recovery processes in accordance with regulations

Efficient workforce and use of resources

Review of processes to ensure they are efficient and effective

Maximise collection rates and amounts collected

Ensure accurate records maintained

Systems work effectively and reconcile

3.3 Business Development/ Commercialism Opportunities

Should a service be deemed as already delivering what matters, this process will then identify whether there are any opportunities for business development. This would require a separate project to identify opportunities in that area in more detail

Ashfield District Council is currently in partnership with Broxtowe to deliver NDR

Services on their behalf

Ashfield District Council has a partnership agreement with Nottinghamshire County

Council to deliver the County’s customer services using Ashfield staff and premises.

Ashfield District council has a partnership agreement with the DWP to deliver

personal budgeting and support and enable customers to use council computers to

get online to claim UC

3.4 Opportunity to re shape service delivery

The service has already undertaken a significant re-structure which resulted in a service delivery model focussed around the customer’s preferences regarding speed of claim processing, accuracy and accessibility to the service.

3.5 Core Tasks for 2016/17

Describe business as usual tasks which are core elements of the service functions and the expectation/ requirement, eg volume, timescale

Ref Task Target Lead Support

Required

Council Tax - Billing 100% billing of all housing Business as

Usual Within Service resources

Council Tax - Recovery Maximise collection of

income Business as Usual

Within Service resources

Council Tax – Direct Debit Payments

Maximise DD payers Business as Usual


Business Rates - Billing 100% billing of all

businesses Business as Usual


Business Rates - Recovery Maximise collection of

income Business as Usual


Maintain Business Rates for Broxtowe

In accordance with SLA with Broxtowe

Business as Usual



Maximise Benefit take-up Business as Usual


Council Tax Reduction (Support) scheme

Maximise CTRS take-up Business as Usual


DHP Scheme Administration Spend 100 % of

government funding Business as Usual


E-Billing – Council Tax Increase take-up of E-

Billing Business as Usual


E-Billing – Business Rates Increase take-up of E-

Billing Business as Usual


Sundry Debtors - Administration

Maintain Sundry debtors system

Business as Usual


Sundry Debtors – Recovery Maximise debt collection Business as

Usual Within Service resources

Cash Offices – Service delivery

Maintain Opening hours of offices

Business as Usual


Customer Services – Service delivery

Maintain customer reception desk service

Business as Usual


Deliver NCC customer Services

In accordance with contract

Business as Usual


Maintain partnership with DWP for UC service

Maintain PBS and On-Line support

Business as Usual


3.6 New Activity for 2016/17

Ref

Project/ Action

Priority SIZE Corporate Priority

and programme or other Key Driver

Intended benefit

Project Manager

(indicate if support)

By Budget

Implication Support Required

(Corp/

Key/ Op) (Large/Med/Small)

(ADC) REV16/17-

01

E-Benefits form ( to be confirmed)

Op

Small Digitalisation of service

Improved efficiency

and improved customer access to service

D Mitchell Mar 2017

Within service budget

IT assistance

30

3.7 Performance Scorecard

Customers/ standards


Ref Description 2015/16 Actual

2016/17 Target/ Aim

KPI075 Average time to deal with all claims 15 days 14 days

KPI075a Average time to process new claims 18 days 17 days

KPI075b Average time to process changes of circumstances 12 days 11 days

Finance/ Costs/ efficiency

Processes/ productivity/ effectiveness



2016/17 Target/ Aim

SPI144 Accuracy of processing HB/ CTB support claims 86.77% 90.00%

Council tax post dealt with in less than 14 days 95.00% 95.00%

NNDR post dealt with in less than 14 days 95.00% 95.00%

Benefits post dealt with in less than 14 days 95.00% 100.00%

ATLAS items dealt with in less than 14 days 90.00% 100.00%

ETD items dealt with in less than 14 days 95.00% N/A

3.8 Service Engagement Plan

Engagement Activity

Aligned Project/

Core Task

Reason for Engagement

Type of engagement

Who will be engaged

When Resp Officer

Public Consultation

Core Task

Local Council Tax Support Scheme

Questionnaire On-line and by post

Benefit Claimants & Council Tax Payers. Nottinghamshire County Council, Nottinghamshire Police and Nottinghamshire Fire & Rescue Service.

September - October

Craig Scott



2016/17 Target/ Aim

KPI043 % Council Tax collected in current year 97.18% 97.50%

KPI044 % NNDR collected in current year 98.44% 98.50%

Recovery of HB Overpayments 23.41% 25.00%

% Council Tax arrears 36.95% 37.00%

Council Tax direct debits 67.60% 68.00%

NNDR direct debits 31.31% 33.00%

31

4. RESOURCES

4.1 People

Revenues and Benefits Staffing Levels = 66 Posts (56.25 FTE’s)

Management 3

Team Leaders 3

Council Tax & Benefits 27

Business Rates 3

Enforcement 6

Visiting Officers 2

Systems & Support 7

Customer Services 7

Cashiers 8

Total 66

Service Sickness Levels – 2015-16 (snapshot as at end of Feb 2016)

MONTHLY TOTAL Feb STS YTD STS Feb LTS YTD LTS YTD Performance

Target 9.625 FTE

Feb days per FTE

STS days per FTE

YTD STS per FTE

LTS days per FTE

YTD LTS per FTE

Revenues & Customer Services 1.25 0.47 4.52 0.78 1.69 6.21

The knowledge and experience levels across the service are generally very good due to the

large number of long serving staff in all areas.

The service structure allows staff progression to “senior” and “team leader” positions in most

areas therefore increasing the opportunities for future management posts to be filled from

internal candidates.

4.2 Budgets

o Budget changes to reflect MTFS – None specified o Highlight of future efficiencies identified which have been previously unknown – None

specified

o Procurement opportunities – contracts due for renewal – None specified

o External funding – DWP grant funding for “New Burdens” as necessary. No new DCLG “New Burdens” funding announced. – However, this is dependent upon government policy changes.

o Service failure budget implications – N/A

32

4.3 Organisational Support

Consideration also needs to be given to the requirements from other services within the

organisation to support effective service delivery, such as ICT, office accommodation, legal,

HR, Health and Safety etc. Timing/ scheduling of this support may also be a consideration.

What Support is Required for the service from Internal Services?

When

HR – training needs to be booked quickly as places go

As Required

HR Support – to support and advice on all manner of functions to do with staffing, sickness, recruitment etc.

As and when required

Legal – FOI requests – regular same information but still get asked to provide it again? Charging orders – Registration of Order Fraud support in court

Weekly Average Once per month Ad Hoc

IT Support – To support the department as and when required for a manner of IT issues and upgrades.

E-Benefits Form As and when required

Housing Options – Information upon tenants etc


Asset Management – dealing with manner of building issues etc


Finance/ accountancy

As required – support and joint working on tasks

CPIU

Assist with service planning January to April

Community Protection – Ecins

Ecins rollout plan indicates that roll-out to revenues is due in Q3 or Q4 of 2016-17.

4.4 Assets

Buildings IT Vehicles

Occupancy/usage

Kirkby Sutton Hucknall Selston No plans to downsize services at any of these locations

None specified N/A

33

Disposal / transfer of surplus opportunities

None None specified N/A

Opportunities to occupy less space

No plans to do so None specified N/A

Improvements for economic use of asset (eg sponsorship)

No plans identified None specified N/A

Partnership working opportunities – deliver wider community outcomes or better customer services

NCC Customer Services now delivered from ADC buildings by ADC staff UC on-line support available at Kirkby and Sutton – service provided by ADC staff on behalf of DWP

None specified N/A

Opportunities to reduce impact on the environment

Reduce paper consumption by promoting E-Billing and also introducing an E-Benefits form.

IT assistance required for implementation of E-Benefits Form ( subject to corporate decision to proceed with project)

N/A

Realistic Alternatives

None considered None specified N/A

5. GOVERNANCE

5.1 Risk Management Current and new risks which relate to the implementation of this service blueprint

Risk Ref Risk Name/ Description/ Vulnerability

Initial Rating

Current Rating

Target Rating

Link to Corp Obj's

Consequence of the Risk Occurring

Ability to Inf

Mitigating Actions/ Required Actions/ Controls

Responsibility for Action

Note

(ADC)

CR032b

Failure to achieve optimum resources under Business Rates Retention

12 6 6 Y Missed income

Yes

Ensure adequate resources are applied. Buy in external support for targeted projects if deemed necessary

Service manager

((ADC) REV001

Increased use of DHP

9 6 6 N Overspend on budget

Yes

Further Welfare reforms are due in 2016-17 such as the new Benefit Cap levels. This will increase the number of claimants.

Service Manager

34

Risk Ref Risk Name/ Description/ Vulnerability

Initial Rating

Current Rating

Target Rating

Link to Corp Obj's

Consequence of the Risk Occurring

Ability to Inf

Mitigating Actions/ Required Actions/ Controls

Responsibility for Action

Note

Spending will be closely monitored however, if an overspend is likely this cannot be prevented as DHP claims cannot be refused based on budget considerations.

5.2 Business Continuity

The areas of critical function for are:-

Critical function Impact of non delivery IT Systems – Main Processing System, Document Management System DWP – Customer Information System (CIS) Telephony Systems Loss of Cash Office Function Loss of Face to Face contact

Critical – Service Closure Substantial – Benefit service substantially impacted by loss of CIS Moderate – Service can continue to function using alternative method of contact. Minimal – Alternative method of payment available. Minimal – Alternative method of contact available

5.3 Equalities

Duty

What We Are Doing

To eliminate unlawful discrimination, harassment and victimisation:-

Implementing changes fairly and

transparently

Identifying any potential negative impacts of

service provision and service changes and

mitigating this impact

1. To ensure community engagement and

consultation is effective – Continued release of

information concerning Universal Credit and

other welfare reform changes that will impact on

the services provided.

35

2. Improving customer contact and access –

ensuring that service performance levels and

complaints are measured and that areas of

improvement are identified and rectified.

To advance equality of opportunity between people who share a protected characteristic and people who do not

3. To ensure vulnerable people and protected

groups have access to the services and support

they need, by delivering a face to face service

(including home visits as required)

4. Staff are aware of and are authorised to use

interpreter service if required.

To foster good relations between people who share a protected characteristic and people who do not

projects that bring neighbourhoods together

Engagement and consultations with groups

representative of the protected

characteristics

5. Working in partnership with the DWP in the

delivery of UC – helping to ensure vulnerable

and protected groups receive personal support

to access services.

6. Providing Benefits expertise to ADC’s

Community Based projects as required.

7. Consultation planned for 2016-17 Q2 regarding

proposed changes to Local Council Tax

Support Scheme.

Objectives To develop a modern and diverse workforce that is reflective of the local community and whose employees feel valued and treated fairly.

To ensure community engagement and consultation is effective

To ensure vulnerable people have access to the services and support they need.

To improve customer contact and access

To embed equality and diversity throughout the organisation

Helping to make Ashfield a district where visitors and residents from all backgrounds feel

safe and secure.

The Service works towards the council Equality Aims and Objectives through:

The service will ensure that its customer service is accessible, as far as is reasonable, to

everyone.

36

Key documents explaining how to use the service will be available in large print and easy

read on its website.

We will explain, on the website and in key documents, how to request documents in other

formats and how to get help to use the service.

The Service will ensure that users who are not fluent in written or spoken English are still

able to access the service or make a complaint and can adequately present information

relevant to their needs or complaint.

The Revenues and Customer Service s staff have access to translating and interpreting

facilities. Staff will know how to access these facilities and where appropriate be trained on

how to use them.

The Customer Service offices and cash offices will, as far as is reasonable, be made

accessible to disabled people and people with small children.

Staff will make alternative arrangements to see people if an office is not reasonably

accessible. Accessibility will be reviewed when changes are made to the offices.

Outreach

Revenues and Customer Services aims to work with a range of local agencies which, at a

national and local level, work with disadvantaged people. It will inform these agencies about

our service and provide them with appropriate publicity material.

The Service welcomes suggestions about how we can raise awareness with target groups

and will consult as appropriate when considering new publicity material.

Encountering discrimination and abusive behaviour from residents

Staff may from time to time encounter discrimination against themselves from members of

the public. The Service will seek to provide support and guidance to its staff about what to

do when meeting abuse from residents.

Staff should report any bullying or harassment by other staff members, customers, suppliers

or visitors or others to their manager who will take appropriate action in accordance with

Ashfield District Council’s Equality and Diversity Policy.

Objectives To develop a modern and diverse workforce that is reflective of the local community and whose employees feel valued and treated fairly.

To ensure community engagement and consultation is effective – Continued release of

information concerning Universal Credit and other welfare reform changes that will impact

on the services provided.

To ensure vulnerable people have access to the services and support they need – to

continue to ensure that access and equity is applied when contacting customer services

37

To improve customer contact and access – ensuring that service levels are measured and

that areas of improvement are identified and rectified.

To embed equality and diversity throughout the organisation – to ensure that access and

equity is promoted by the leadership team and that staff embrace the objectives and

principles

Sign Off

Name Signature Date

Service

Manager Craig Scott

Service

Director Dave Greenwood

revenues, benefits and customer services service plan ... · this will result in higher levels of...

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