staff bidder briefing - customer services and revs and bens - 221112

7/30/2019 Staff Bidder Briefing - Customer Services and Revs and Bens - 221112

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New Support and Customer Service Organisation

Business Case and Preferred bidderRecommendation

22 November 2012


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Context for NSCSO

National picture of other councils making extensive cuts to services andstaff

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Adults Social Care Children's Social Services

Net budget incl. SR 2013 Growth Opportunity


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Recommended preferred bidder

The preferred bidder recommendation based upon the evaluation

scores is CapitaThis means:

A guaranteed saving to the Council of 125.4m

This recommendation will be put to Cabinet on 6 December 2012

Mobilisation will start in the new year with an intention to transfer

the services at the end of March 2013

A guaranteed saving to the Council of 125.4m


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Benefits to the Council

Investment in staff development, services and technology of

c17m to transform services and achieve guaranteed performance

standards

Better services and information for residents

Improved insight to help design new services around individual

needs and with other public sector partners


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What happens now? democratic process

Overview and Scrutiny 29 November Cabinet 6 December

Overview and Scrutinycall-in 13 December

ALCATEL (Standstill period) this is part of the procurement process

when we pause to allow any of the unsuccessful bidders to challenge

the decision.

General Function Committee

Pension Function Committee

Contract signed


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Inform and Consult

Following Alcatel:

Tripartite meetings (TU, LBB & Capita) will begin from 7January 2013 where the Council, Unions and the preferredbidder meet

Consultation with staff will begin on measures (knownchanges)

In early January 2013 the preferred bidder will come in tomeet with staff for the first time and will give staff the

latest detailed information

The contract is scheduled to be signed by the end of January2013


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What does this mean for you?

Location:

Darwen, Lancs: All Contact Centres apart from Social Care DirectCTax and Benefits processing (inc CTax Support) and billing

Bromley: NNDR billing, collection and recovery

SME activity (Valuation, Bailiff liaison and enforcement), plus

Support & Control activities

Barnet: Face to Face, home visits and inspections

Adult Social Care Direct (ensure on-site professional supportmaintained)

Commissioned services, eg from community groups

Timescales:

Relocate CS Contact Centre to Darwen 1 November 2013

Relocate Revs & Bens processing to Darwen 1 November 2013

Migrate Revs & Bens SME functions to Bromley 1 April 2014


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What does this mean for you?

Staffing levels Customer Services

Transferring FTE Dec2013

2014 2015 2016 2023

Barnet 83.84 19.60 19.20 18.50 18.50 18.50

Darwen - 61.90 59.20 54.25 53.25 52.25

Staffing levels Revs & Bens

Transferring FTE Dec2013

2014 2015 2016 2023

Barnet 126.53 3.0 3.0 2.0 2.0 2.0

Bromley - 25.38 25.38 22.88 22.88 22.88

Blackburn - 83.68 83.68 80.68 75.68 65.68



Capita Supporting Change

Consultation with trade union and staff

representatives

Redeployment/Relocation Job exploration and trial opportunities

Engagement with Capita Resourcing and Group HR to identify

suitable opportunities Re-skilling & retraining including vocational qualifications

Strong regional and national presence

Outplacement Support

Supporting employees locally to explore opportunities outside theorganisation

Competency development and skill realignment to enableopportunities for work, education and development



Outplacement Support

Employee Support

Career Guidance

Career Counselling

Provision of Capita Career Manager via online support

Discussion with local recruitment agencies/employers

Time off for interviews



What does this mean for you? Staff training and development

Continuous professional development and skills enhancement

Provide staff with the right tools so they can excel in their roles

Manager Care and Leader Care programmes

Vocational learning programme

Skills mapping to identify training needs

Full roll out of performance appraisal process and setting of clear objectives

clearly linked to KPIs Focus on professional accreditation and support existing professional

development plans

Opportunities within the new provider

Post-transfer offer of opportunities to work on innovative and new projectsacross Capita

Succession planning and talent management

Career development


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NSCSO employee and manager support

Emotional support

1-1 Counselling

Employee Assistance Programme Workplace Options

Change and Me workshops

Practical Support

TUPE Answers 1-1, run by HR, 2 hours everyday, bookable [email protected]. Starts Monday 26 November

Workshops - bookable through [email protected] Change and Me

Accessing the Hidden Job Market

FAQs updated weekly

Line Manager and Employee 1-1s

Single intranet page under NSCSO for all support matters

In box for comments and concerns [email protected]

Manager Support

1 hour briefing sessions on 26 and 27 November 2012 sessions can bebooked through [email protected]
mailto:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]


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Important Contacts

Workplace Options:

Free and Confidential 24/7 Employee Assistance and Counselling

Service:

T: 0800 243 458.

E: [email protected]

W: www.workplaceoptions.com

username barnet

password - employee

Urgent 1:1 Counselling support:

Maria Goldsmith

T: 07908 245072


On Friday 23 November Maria will be available for confidentialdrop in sessions. Located in HR by pillar C1.

Queries and Questions: [email protected]
mailto:[email protected]://www.workplaceoptions.com/mailto:[email protected]:[email protected]:[email protected]:[email protected]://www.workplaceoptions.com/mailto:[email protected]


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How will we keep you updated?

Weekly message

Will let you know what has happened at Committees and

Cabinet

We will provide more detail about what will happen during

transition and mobilisation

Staff Group

Ask your representative for updates

Intranet

frequently asked questions

key documents such as business case

We want to hearyour questions please ask

Your manager

Your staff group representative

Email [email protected]
mailto:[email protected]:[email protected]


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Questions?


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Important Contacts

Workplace Options:

Free and Confidential 24/7 Employee Assistance and Counselling

Service:

T: 0800 243 458.


W: www.workplaceoptions.com

username barnet

password - employee

Urgent 1:1 Counselling support:

Maria Goldsmith

T: 07908 245072


On Friday 23 November Maria will be available for confidentialdrop in sessions. Located in HR by pillar C1.

Queries and Questions: [email protected]
mailto:[email protected]://www.workplaceoptions.com/mailto:[email protected]:[email protected]:[email protected]:[email protected]://www.workplaceoptions.com/mailto:[email protected]

staff bidder briefing - customer services and revs and bens - 221112

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