Agenda item

Mark Gannon, Transformation & Strategic Partnerships Manager, presented the submitted report which summarised RBT’s performance against contractual measures and key service delivery issues for September, 2010, across the areas of Customer Access, Human Resources and Payroll, ICT, Procurement and Revenues and Benefits.

Key points for this period included:-

Customer Access

-              All performance targets achieved

-              Work underway to ensure that the Contact Centre was able to successfully manage the transfer of Housing Repairs and Maintenance to externalised contractors from 1^st November, 2010

-              Successful update of Siebel CRM to enable automatic tracking of avoidable contact

-              Continuing work with Strategic Directors and management team to identify achievable benefits from the Customer Service Consolidation programme

-              3 complaints received in September; 1 inconclusive, 1 carried over to October and 1 upheld

-              Process of capturing customer e-mail and mobile telephones had commenced

Human Resources and Payroll

-              All performance targets achieved

-              Following Brinsworth and Wales Comprehensive Schools move to Academy status, new “companies” set up on the payroll system and transfer of employees

-              Further approved applications for Voluntary Early Retirement/Voluntary Severance

-              Final TUPE list provided by 2010 Ltd. for the transfer of 350 employees to the 2 new contractors

-              E-payslip became mandatory as from October, 2010

ICT

-              All performance targets achieved

-              Work underway of ICT Strategy for 2011-2016

-              Serious difficulties had been experienced by schools using the internet and e-mail products provided by RBT via the Rotherham Grid for Learning.  The problems had now largely been resolved

-              Reopening of the Town Hall which now had a wireless network

-              Suppliers had been invited to bid for the provision of a new network in preparation for the move to Riverside House

-              No complaints received

Procurement

-              All performance targets achieved.

-              Following review, PO6 (catalogue orders) had been removed from the suite of Operational Measures

-              Former BVP18 achieved 94.47%.  The current year to date position was 95.57%, an improvement on the same point during 2009/10 when performance achieved a year to date figure of 94.09%

-              Following the outsourcing of the Repairs and Maintenance Service, work between 2010 and RBT Procurement was being undertaken to finalise orders through the ROCC system by the end of October followed by payment of subsequent invoices

Revenues and Benefits

-              Council Tax Collection Rate 55.84% at the end of September, 2010, 0.1% lower than the same point in 2009/10

-              The target for 2010/11 continued to be a Council Tax Collection Rate which placed Rotherham in the upper performance quartile for Metropolitan District Councils with a minimum collection level of 97.0% regardless of quartile position

-              There had been 2,290 Council Tax Liability Orders referred to the bailiff up to the end of September, 1 of which were classed as vulnerable case

-              Average number of days taken to action a Council Tax Change of Circumstance was 11.46 days.  This was better than the performance level which the service aimed to achieve i.e. 14 days

-              NNDR collection rate was 61.06% at the end of September, 2010, 0.1% behind the  same point in 2009/10. 

-              The NNDR collection figure had been adjusted to incorporate the affect of the NNDR Deferral Scheme.  The year end target remained a collection rate which placed Rotherham in the upper performance quartile for Metropolitan District Councils with a maximum collection level of 98.5% regardless of quartile position

-              257 Business Rates Liability Orders had been referred to the bailiff in the current financial year up to the end of September, 2010

-              The number of cases under NNDR Deferral Scheme had decreased substantially due to changes in small business rate relief effective from 1^st October, 2010

-              The benefits caseload had increased to 30,292

-              3 complaints were closed during September; 2 closed not upheld, 1 closed upheld.

Resolved:-  That RBT’s performance against contractual measures and key service delivery issues for September, 2010, be noted.