Agenda item

Mark Gannon, Strategic Commissioning Manager, presented the submitted report which summarised RBT’s performance against contractual measures and key service delivery issues for April, 2011, 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

-              Monthly meetings had commenced between 2010 Client, 2010 Contact Centre RBT Contact Centre and Rothercare to discuss operational issues and to improve customer experience

-              Neighbourhoods and Adult Services had withdrawn the Blue Badge Service permanently from Maltby Joint Service Centre with effect from 15^th April, 2011

-              Customer Service staff to be trained in the Customer Information System due to be rolled out in May, 2011

-              1 complaint received during April, 2011 in respect of Welfare Rights.  It was closed upheld and all issues resolved

Human Resources and Payroll

-              All performance targets achieved

-              Work completed to support Aston Comprehensive School’s move to Academy status with effect from 1^st May, 2011

-              Scoping work underway with regard to shared service arrangement for payroll with Doncaster Council

ICT

-              All performance targets achieved

-              RMBC’S Emergency Planning Incident Management System now used by staff cross RMBC and SCC to co-ordinate the response to emergencies

-              Services of a specialist procured to review RMBC’s Payment Card Industry Data Security Standard

-              1 complaint received not upheld

Procurement

-              All performance targets achieved

-              Former BVP18 achieved 96.2%. 

Revenues and Benefits

-              Council Tax Collection Rate 10.12% at the end of April, 2011, 0.18% behind the same point in 2010/11 

-              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 168 Council Tax Liability Orders referred to the bailiff up to the end of February, none of which were classed as a vulnerable case

-              Average number of days taken to action a Council Tax Change of Circumstance was 13.8 days.  This was better than the performance level which the service aimed to achieve i.e. 14 days

-              As at the end of April, 2011, 68.19% of Council Tax payments were by Direct Debit

-              NNDR collection rate was 10.44% at the end of April, 2011, 6.78% behind the  same point in 2010/11

-              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

-              15 Business Rates Liability Orders had been referred to the bailiff in the current financial year up to the end of April, 2011

-              The number of cases under NNDR Deferral Scheme currently stood at 184 allowing for a deferral of £385,821

-              4 complaints were received.  3 were closed not upheld and 1 closed upheld.  Appropriate action had been taken and lessons learnt shared with wider teams to prevent recurrence of the issues

Resolved:- That RBT’s performance against contractual measures and key service delivery issues for April, 2011, be noted.