IRRV PERFORMANCE AWARDS 2009
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SUMMARY OF SUBMISSION
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Revenues Team of the Year
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Dumfries & Galloway Council
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Despite having the lowest mainland council tax and the second largest geographical area to serve in Scotland, Dumfries and Galloway Council are organised to meet the ever increasing expectations of our customers by providing high quality services which are continually improving.
This we do by putting our customers first, placing quality at the heart of everything we do, making the best use of our staff, developing partnerships and seeking out and implementing the best technology available. The Council has implemented a number of initiatives including providing an improved enquiry service via its call centre and network of 15 local offices, leading edge systems for workflow, debt management, e-payments and performance management which have all served to improve the customer experience as well as our performance.
Although excellent progress has been achieved to date, the process of reviewing services continues as we constantly seek to find further areas for improvement.
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IRRV PERFORMANCE AWARDS 2009
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SUMMARY OF SUBMISSION
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Revenues Team of the Year
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Ealing London Borough Council
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The team has a strong focus on Customer Service with excellent reception / telephone services, achieving high satisfaction ratings. The Service is the first Revenues Team to be awarded three Charter Marks. It is a top quartile performer with high collection rates that have generated £3m additional income each year for Council Services.
The service has gained £14.2 million of LABGI funding – the third highest in the Country. Debtor’s collections are at record levels and Housing Benefits Overpayment collections have increased by 38%, providing £643,000 income above budgeted target. Staff have effective working arrangements with internal partners, and work in excellent modern facilities. They play a key role in partnership workings with London Boroughs and participate on national and other working groups, helping to develop good practice and improve service delivery. They have been recognised as the Best Support Team at Ealing, itself a Four Star – improving strongly Council.
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IRRV PERFORMANCE AWARDS 2009
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SUMMARY OF SUBMISSION
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Revenues Team of the Year
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Staffordshire Moorlands District Council
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The Team has continuously improved since April 2006. Each year brings further success with 2008/09 featuring:- High performance
Efficiency and effectivenessCustomer Service
A ‘virtuous circle’ exists with improving performance and increasing efficiency, effectiveness and customer satisfaction.
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IRRV PERFORMANCE AWARDS 2009
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SUMMARY OF SUBMISSION
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Revenues Team of the Year
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Sutton London Borough Council
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We are proud of our performance. Over the years we have adapted to many changes and maintained an excellent performance record; our collection results are some of the highest in the country. We are a lean but effective team with high levels of experience coupled with enthusiastic career graded posts for new starters.
The low number of letters, enquiries and ombudsman letters received reflect the excellent team communication and stakeholder engagement. They deal with relatively few contentious cases, particularly in relation to the accounts administered and the current financial climate. The team participate in the IPF benchmarking clubs to compare for performance and cost effectiveness and compare favourably against the comparator group costs per dwelling. Sutton’s costs being £11.80 against £15.22 the group average in 2008/09.
We are excited at being nominated for Team of the Year; this endorses our proven track record of efficiency, effectiveness and value for money. |
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IRRV PERFORMANCE AWARDS 2009
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SUMMARY OF SUBMISSION
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Benefits Team of the Year
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Crawley Borough Council
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Crawley Borough Council is a district council located in Sussex. It is a compact urban area with a population of 100,000 of which over 15% are from ethnic minorities.
Since 2007 we have been looking at more radical and innovative ideas to improve performance and customer service. We looked at ways of reducing the number of calls and visits, many of which could be avoided. The key change was to put the customer at the centre of our processes. This was achieved by assessors handling the whole claim process in a face to face environment, ensuring customers receive the correct information and a decision on their claim at the initial point of contact, thus reducing repeat contacts.
The Team is proud of the success of the changes, both from the customers’ perspective and their own. The benefits can be seen in improved customer satisfaction, efficiency savings and performance indicators.
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IRRV PERFORMANCE AWARDS 2009
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SUMMARY OF SUBMISSION
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Benefits Team of the Year
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Denbighshire County Council
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Denbighshire County Council is a Welsh unitary authority, which covers a large geographic area including coastal resorts and rural communities with high levels of deprivation.
Our ethos is to provide exceptional service within budget which has led to strong working partnerships with external bodies. The Department is structured as 3 overlapping interdependent functions of Management, Performance and Process with an emphasis on staff development this ensures staff have transferable skills and are able to fulfil any role within the organisation. To ensure value for money we use a targeted approach in all our actions, our current take up campaign is targeted at working age with the intention to increase the profile of Benefit eligibility and promote other DWP and Council benefits including free school meals which we administer.
The team constantly challenges our processes to produce further delivery improvements and cost efficiencies to improve the service to our customers.
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IRRV PERFORMANCE AWARDS 2009
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SUMMARY OF SUBMISSION
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Benefits Team of the Year
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South Norfolk Council
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At South Norfolk we translate the drive for high achievement in performance into meaningful outcomes for the customer. We focus on performance and the customer at all times, we constantly challenge every process and do not get sidetracked. We ask – is this as slick as it can be? How can technology help us? We view double handling as the ‘enemy’ and as a result have cut out many processes.
We visit all new customers’ homes, and the officer who carries out the visit also processes that work. By working this way we have stripped out many processes – we have cut scanning, cut the postal ping pong, cut the need for the ‘back office/front office’ handover, improved the customer journey as well as job satisfaction for the officers.
Our team approach is proven through our excellent service delivery and our motivation continues despite a year that has presented many challenges.
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IRRV PERFORMANCE AWARDS 2009
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SUMMARY OF SUBMISSION
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Benefits Team of the Year
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Waltham Forest London Borough Council
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In 2005, Waltham Forest’s Benefits Service was disjointed and fragmented, teams were entrenched in competing silos, our priorities determined by indicators and targets. The statistics said we were providing a good service; our customers said otherwise. To respond to the growing level of complaints, we adopted a systems thinking approach: putting the customer at the centre of everything we do. We now seek to be a visionary service aspiring to excellence not only in national indicators, but more importantly, in terms of the customer experience.
Empowering and involving our staff, customers and stakeholders has been central to developing the Benefits Service. We have demonstrated year-on-year improvements in turn-around times for new claims and change events, eliminated subsidy loss on overpayments, and increased accuracy and customer satisfaction.
We are delighted and proud to have our efforts recognised by being selected as finalists in the “Benefits Team of the Year” category.
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IRRV PERFORMANCE AWARDS 2009
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SUMMARY OF SUBMISSION
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Most Improved Team of the Year
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Glasgow City Council
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The key achievement underpinning Glasgow City Council’s submission is a 2% increase in council tax collection in both 2007/08 and 2008/09. However, this one statistic does not do justice to the planning and hard work that now empowers the Revenues and Benefits Team.
Transformational improvements in correspondence and telephone call handling, with an innovative approach to the use of external debt management partners, have contributed to improvements in customer service. Our achievements stem from a recognition that changes were required if our aspirations for the service were to be met. We recognised the importance of consulting and communicating with citizens and with staff. We adopted a carefully planned, incremental approach that took time to deliver results. These results are now very visible.
Glasgow City Council is confident it will continue to offer its citizens a constantly improving, customer-focused service. This confidence characterises our Revenues and Benefits Team.
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IRRV PERFORMANCE AWARDS 2009
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SUMMARY OF SUBMISSION
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Most Improved Team of the Year
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Great Yarmouth Borough Council
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Great Yarmouth Borough Council’s Revenues Service has over the past three years made major improvements over a range of performance indicators across the whole service.
We have achieved our best ever benefit processing times, reducing the average number of days to assess new claims from 95 to 25 days and for processing changes in circumstances from 36 to 8 days. For the new combined national indicator 181 we achieved an excellent 9 days. We have also registered our highest council tax and business rate collection results whilst delivering first class benefit overpayment recovery rates and counter fraud work outcomes.
This has been accomplished by effective team work and performance management with the joint commitment of Elected Members, managers and most importantly staff who no longer accept average performance.
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IRRV PERFORMANCE AWARDS 2009
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SUMMARY OF SUBMISSION
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Most Improved Team of the Year
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Kettering Borough Council
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Kettering Borough Council is a rural area covering 90.3 square miles situated in North Northamptonshire with a population of just over 90,000. We are not a wealthy authority, however in spite of this, we have consistently been identified through external inspection as a Council with the commitment to excellence.
The ethos within Kettering is very much a one- team approach and this is led and supported by the Chief Executive and Council Members. The journey for improvement commenced in 2006 for the Income and Debt Team at Kettering Borough Council. With Senior Management buy in a decision was made for the long term improvements necessary our performance would need to go backwards before moving forwards, taking that decision has helped our continued improvement in an environment where our case load continues to increase.
The quality of the Income and Debt Team has devised from the journey we have taken together, our team spirit and the trust of the team has been built on firm foundations with total buy in from all staff.
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IRRV PERFORMANCE AWARDS 2009
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SUMMARY OF SUBMISSION
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Most Improved Team of the Year
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Shepway District Council
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In May 2008, with an increasing backlog of work, very low staff morale and against a backdrop of years of benefits processing underperformance and significant investment, the Shepway Corporate Management Team instigated a project to improve benefits processing performance.
Within a year, and with no additional resources, the Benefits Service has been transformed and the team has delivered:
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IRRV PERFORMANCE AWARDS 2009
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SUMMARY OF SUBMISSION
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Most Improved Team of the Year
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South Staffordshire Council
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Summary: South Staffordshire’s Benefits Team has, since 2006, improved performance across a range of key indicators by over 300%. Time taken to assess new claims has reduced from 75 days to 18 days – changes of circumstances from 23 days to 7 days.
More than that, the Team has changed its culture: Workflow and performance are closely controlled and monitored; staff are informed and involved in decisions about Team operations; they are well-trained – reflected by high quality work and the improved subsidy claim which, in 2008, saw LA overpayments reduced to well below the threshold for the first time in several years, generating much-needed additional income for the service.
The Team has worked with, and learnt from, partners in both the public and private sectors, building the capacity to work with stakeholders in the Local Strategic Partnerships and beyond, adding value to the services delivered to the Council’s customers.
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IRRV PERFORMANCE AWARDS 2009
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SUMMARY OF SUBMISSION
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Excellence in Anti-Fraud
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Coventry City Council (in Partnership with North Warwickshire Borough Council and Rugby Borough Council)
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Coventry City Council, in partnership with North Warwickshire and Rugby Borough Council’s, has developed an innovative and collaborative approach to the delivery of anti-fraud services.
From intelligence officers to PINS-qualified investigators to an accredited financial investigator, the fraud team are dedicated, well trained and highly motivated. The extensive range of skills and experience in the partnership facilitates a multifaceted approach to fraud detection and prevention. Collaborative working enables Coventry’s fraud team to transcend traditional geographical and cultural boundaries in combating benefit fraud. Pooled resources, experience and knowledge, combined with cutting-edge technologies, allows for the delivery of a consistent, seamless and sustainable high-quality fraud service.
At a time when it is more important than ever that public funds are directed to those in our communities who genuinely need them, Coventry and it’s partners have developed a model of good practice to which other authorities can aspire.
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IRRV PERFORMANCE AWARDS 2009
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SUMMARY OF SUBMISSION
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Excellence in Anti-Fraud
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Huntingdonshire District Council
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Huntingdonshire District Council is a large rural district council in Cambridgeshire. The fraud team achieves better results than many authorities fraud teams who have far higher staffing and financial resources.
We operate professionally, and focus on:-
Our inspection by the Office of the Information Commissioner described our use of RIPA powers as ‘exemplary’. By providing a professional and efficient fraud service, we are benefiting our council, the residents of Huntingdonshire and the public purse.
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IRRV PERFORMANCE AWARDS 2009
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SUMMARY OF SUBMISSION
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Excellence in Anti-Fraud
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Southwark London Borough Council (in Partnership with Liberata)
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Southwark Council is the 26th most deprived area in the country. At the end of March 2009, there were approximately 38,000 Housing and Council Tax Benefit claimants. The loss due to fraud and error is estimated to be £5M.
The Council is fully committed to tackle poverty, drive down debt, reduce the risk of fraud and error and investigate and punish those who commit fraud. Some of the achievements in the area of Anti-Fraud are:-
The Service is delivered in partnership with Liberata.
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IRRV PERFORMANCE AWARDS 2009
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SUMMARY OF SUBMISSION
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Excellence in Customer Service
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Lambeth London Borough Council
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Lambeth Council’s Revenues and Benefits service is putting local people at the forefront of delivery and its excellence in customer care and pioneering development work means it is one of Britain’s top performers.
Lambeth is one of London’s most diverse and deprived boroughs and shaping our services to meet that need is a major challenge, but we are meeting it. For example, we are paying out benefit in 12 days on average, achieved London’s biggest increase in council tax collection and our customers report 99 per cent satisfaction.
We have also launched a number of innovative projects to support those citizens that are most hard to reach, which thanks to our enthusiastic, motivated and highly trained staff has made Lambeth Revenues and Benefits a first-rate service.
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IRRV PERFORMANCE AWARDS 2009
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SUMMARY OF SUBMISSION
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Excellence in Customer Service
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Merton London Borough Council
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London Borough of Merton is a 4 star authority. We do not believe that good customer service centres on a one-off initiative. We believe it is the sum of all the parts that demonstrates excellent customer care. We believe in putting the customer first and our business plans are devised to address the needs of our customers. The Benefits Service is a customer focused service area that uses innovative ideas and technology to provide excellent customer service to our customers. The most recent surveys of 2009 saw a significant increase in satisfaction. The key initiatives in achieving excellence are:- 1 Basic Bank Accounts information pack and Local Authority toolkit. 2 Merton Outreach Visiting Team (MOViT). 3 Benefits Communications strategy. 4 RSL VF scheme. 5 Increased on-line facilities. 6 Employability toolkit. 7 Revised customer charter. 8 Error checking _ training cycle. 9 Real time monitoring of telephone and reception queues.
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IRRV PERFORMANCE AWARDS 2009
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SUMMARY OF SUBMISSION
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Excellence in Customer Service
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Stirling Council
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Our team strive to always provide a professional, sensitive and responsive service to our internal and external customers.
Our resolve is “To Be The Best At What We Do”. We take pride in continually improving our service – influenced by our customers. We strive for business excellence, encompassing development of our people, constant refinement of our processes and unrelenting focus on customer needs. We organise ourselves to serve our customers effectively with our customer advisers adopting the role of specialists in key areas. We use technology to serve our customers more efficiently, developing our ICT capability to enhance service and customer choice in a sustained and systematic way. We check the results through successive customer satisfaction surveys and then make many more improvements!
Best of all we have a 93.9% satisfaction rating from our customers.
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IRRV PERFORMANCE AWARDS 2009
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SUMMARY OF SUBMISSION
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Excellence in Customer Service
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Waltham Forest London Borough Council
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In 2005, Waltham Forest’s Benefits Service was the very definition of a statistics-driven service. Theoretically, we were providing a good service although our customers, quite rightly, held a very different view.
We responded to the growing level of customer complaints by adopting a systems thinking approach – putting the customer at the centre of everything we do. Customers now receive a service that treats their needs as being paramount. As a result the service is responsive to changing customer needs and effective in meeting those needs, a change which is demonstrated by ever-increasing levels of customer satisfaction.
The implementation of a systems thinking approach is a radical departure from the traditional management of service delivery. It has been easy and has, on occasions, been painful. We are delighted and proud to have received the accolade of being selected as finalists in the “Excellence in Customer Services” category, which recognises our efforts.
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IRRV PERFORMANCE AWARDS 2009
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SUMMARY OF SUBMISSION
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Excellence in Education, Training & Development
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Fife Council
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New employees to the team were historically slotted in where the vacancy occurred and training was provided “on the job” with no consistency in quality or quantity. Barriers to good performance were identified and we went back to basics to train new and existing staff with a training programme that would provide skills, knowledge and confidence to deliver a high quality service.
By investing in a consistent approach to training and development with access to learning, qualifications and a career pathway we are securing a workforce for the future delivering excellent customer service. The structure is enhanced by the contribution management process and individual monthly meetings to discuss performance and provide support.
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IRRV PERFORMANCE AWARDS 2009
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SUMMARY OF SUBMISSION
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Excellence in Education, Training & Development
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Waltham Forest London Borough Council
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We believe that our approach to educating, training and developing our Revenues staff is unique for a Metropolitan Authority. All our training is carried out in house by our own officers and managers on live systems and live accounts to give that ‘real world’ experience.
Our generic working between council tax and business rates develops the knowledge and skills of staff to an extremely high level which enables us to continually evolve our working practices to best meet the needs of our customers. We are an IRRV approved assessment centre to deliver, assess and verify IRRV Local Taxation NVQs. This demonstrates our commitment to the development and education of our staff and to our service as a whole.
Our approach to our business is innovative and forward thinking; we are not only delighted that this is recognised by the IRRV but we are proud to be finalists for this award.
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IRRV PERFORMANCE AWARDS 2009
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SUMMARY OF SUBMISSION
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Excellence in Education, Training & Development
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West Oxfordshire District Council
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We are a small Revenues Service within a small rural District Council. We know that nobody should really have heard of us – but we also know that they have. The reason for this is that we truly are committed to ensuring that our people, our greatest resource, are excellently equipped to provide the efficient, effective, joined up service that the community wants and deserves.
We punch well above our weight in promoting that message to other services and organisations – and helping them achieve excellence too. The contents of this submission barely touch a great deal of what we achieve and what we strive to do on a daily basis. But we hope it will help people to understand how we achieve our successes and our vision of ongoing education, training and development
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IRRV PERFORMANCE AWARDS 2009
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SUMMARY OF SUBMISSION
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Excellence in I.T.
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Dundee City Council
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The Corporate Visiting System (CVS) is a Revenues practitioner led in-house developed IT application which interfaces both from and to our DIP system, collating required information from other existing applications enabling delivery of a seamless automated visiting process.
It is designed to evolve to user needs without IT intervention and is programmed to facilitate mobile working and home-based working by visiting officers. With visit reporting and scanned images of evidence being taken at the visit locations and automatic uploading of the data to our DIP system at the end of each day, the information is ready for immediate processing. The system allows for visiting parameter control at the point of use and is suitable for expansion to other departments.
Providing comprehensive management information on work and staff performance the CVS enables in-depth analysis of the visiting service which facilitates ongoing improvements to service provision.
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IRRV PERFORMANCE AWARDS 2009
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SUMMARY OF SUBMISSION
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Excellence in I.T.
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Sandwell Metropolitan Borough Council
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In November 2006, Sandwell’s Revenues and Benefits Service began working with a company called Govtech. Our aim was to develop a solution which would capture handwriting from a benefit claim form, pass this data into the benefits system and automatically create a new benefit claim thus removing the need for data entry. Working together, we became the first local authority to successfully use intelligent data capture (IDCS) in the benefits arena.
This solution has enabled us to maintain and improve our new claims performance despite an 18% increase in the number of new claims received during 2008/9. .
The improvements we expected to achieve have been fully realised, along with a number of unexpected gains along the way. Authorities now introducing Govtech are benefiting enormously from our extensive development work. We are exceptionally proud of our achievements and to be recognised by our professional body would be the ultimate accolade.
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IRRV PERFORMANCE AWARDS 2009
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SUMMARY OF SUBMISSION
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Excellence in I.T.
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Southwark London Borough Council (in Partnership with Vangent)
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Since 2008 Vangent have delivered the One Touch Service to over 15,000 Southwark residents. The principle of One Touch is very simple…to utilise a single contact with the customer to qualify and complete all relevant services to which the client is entitled. One Touch provides a significantly improved service to the customer, whilst reducing avoidable contacts – a key driver of UK Government, both central and local, whilst delivering efficiency and cost savings.
Vangent uniquely developed a new system to dynamically create and update new benefit claims to dramatically speed the process and technically enable the One Touch team in order to facilitate faster processing times of new claims. This bi-directional integration technologically enables a true ‘One Touch’ experience for the citizen, delivering an unprecedented solution for the residents of Southwark.
One Touch provides a much simpler and faster benefits process to the residents of Southwark through integrated systems improving customer satisfaction with significant cost savings.
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IRRV PERFORMANCE AWARDS 2009
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SUMMARY OF SUBMISSION
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Excellence in Social Inclusion
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Coventry City Council
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Social Inclusion is a Corporate Ethos in Coventry. It is a culture and a vision which enables the authority to make a difference. Coventry is working together with partners and other Local Authorities to make Coventry a better council and the city a bolder place.
Innovative approaches have been taken across Revenues and Benefits. They have a joint approach to address some of the communication challenges and recognise that one size does not fit all. The initiatives include:-
The determination, hard work and focus of all members of staff and the inspired vision of the customer journey, has created a culture in which the future remains bright.
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IRRV PERFORMANCE AWARDS 2009
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SUMMARY OF SUBMISSION
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Excellence in Social Inclusion
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Dumfries & Galloway Council
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Dumfries and Galloway Council’s Financial Inclusion & Benefit Advice Team provides a holistic approach to issues of poverty, financial hardship and support for independent living in a way that reaches out to as many groups as possible including the elderly, disabled, families, tenants, households, children, young people, etc. This has been done by developing partnerships with key stakeholders including the Pension Service, the National Health Service, Landlords and other Council Departments e.g. Revenues, Social Services & Education and the Voluntary Sector.
A Joint Council/Pension Service Benefit Maximisation team forms the core of the service. This team has access to both Council and DWP systems and records enabling a single contact to be used to obtain all benefits to which a claimant is entitled to receive. The team provides a valued facility at Dumfries and Galloway Royal Infirmary which enables enquiries to be received from patients, relatives and medical staff.
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IRRV PERFORMANCE AWARDS 2009
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SUMMARY OF SUBMISSION
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Excellence in Social Inclusion
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Greater Manchester Revenues and Benefits Consortium
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The Greater Manchester Revenues and Benefits Consortium (GMRBC) plus Blackpool, St. Helens and Warrington use a Mobile Advice Centre (MAC) to get out and about in local communities promoting take-up of Housing Benefit, Council Tax Benefit and other benefits.
The Mobile Advice Centre (MAC) is shared amongst the local authorities primarily to increase take-up of Housing Benefit and Council Tax Benefit but also to work with partner organisations and other Local Authority colleagues to promote a range of benefits and services. We believe this has made a significant contribution to the lives of the residents in the areas the MAC has visited.
The way we have used the MAC has really improved the lives of people experiencing poverty and deprivation. It has also increased the visibility of the Council and promotes access to a range of services.
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IRRV PERFORMANCE AWARDS 2009
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SUMMARY OF SUBMISSION
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Excellence in Social Inclusion
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Liverpool Direct Ltd
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Liverpool Direct Limited’s Benefits Service has developed an innovative and far reaching strategy for benefit take-up. The key to maximising customers’ benefits has been identified as:-
In three years the service has delivered £14.5M additional annual income for often vulnerable citizens. It has developed a flexible model for benefit take-up which can respond to high-demand situations and continue to build sustainable capacity. This has been achieved through:-
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IRRV PERFORMANCE AWARDS 2009
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SUMMARY OF SUBMISSION
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Excellence in Valuation
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Devas Project
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The purpose of this project is to invest resources in the preparation of detailed guidance notes and information papers to support European Valuation Standards and to encourage best practice in valuation. This will be achieved by expanding sections, updating others in the European Valuation Standards and, crucially, introducing local practice manuals and case studies as a series of papers, available online and in hardcopy, which will enable them to be used both in a training context and as a guide for professional practice in the industry.
The modules will concentrate on competence-based training, building on existing training and qualifications material currently available and transferable. The crucial point is that these modules will form a transferable core of training which can be adapted to the requirements of any participating EU member state or any other participating country.
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IRRV PERFORMANCE AWARDS 2009
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SUMMARY OF SUBMISSION
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Excellence in Valuation
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International Property Tax Institute (IPTI)
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| The International Property Tax Institute (IPTI) has developed the International Property Tax and Assessment Information Resource Library, hosted on the wiki platform.
This unique product, known as IPTIpedia provides a consolidated source of property tax and assessment information for a number of countries around the world. Initial entries have been completed it is intended to add to and update this list on an ongoing basis to create the most effective information resource available in this field. Information collected for the database includes the following areas:-
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IRRV PERFORMANCE AWARDS 2009
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SUMMARY OF SUBMISSION
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Excellence in Valuation
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Pictometry
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About the Property Valuation Administration (PVA)
It is a statutory duty to discover, list, and value all property in the county. The Property Valuation Administration (PVA) is required to inspect all property at least once every 4 years. These number approximately 240,000 residential parcels (excluding condos) in Jefferson County. The office relies heavily on Field Assessors to collect property information
There are 6 staff of to inspect all residential parcels. Field Assessors gather property characteristics, sketch the structures, photograph the properties, and return data to the PVA’s Residential Department. Since the Jefferson County PVA Office began using Pictometry in conjunction with physical property inspections in the Fall of 2007 they have achieved the following:-
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