Appendix 10 (a)
CORPORATE INCOME AND DEBT RECOVERY STRATEGY
KEY MILESTONES
Task/Action
1
2
3
Capture,
monitor
and
report
income
collection/debt recovery performance on a
corporate basis.
September
2004
Implement a new corporate Sundry Debtors
system
October 2004
Automate Miscellaneous Income through the
corporate PARIS income system.
5
Evaluate “Chip” and PIN payment technology on
PARIS payments system for credit/debit card
payments.
7
8
July 2004
Review Write-Off levels and establish consistent
practice through the publication of a corporate
policy/procedure.
4
6
Time Frame
Provide parents/carers with extended options for
the payment of school meals.
Establish a comprehensive series of best
practice guidance notes and policies for all types
of Council income.
October 2004
December
2004
March 2005
March 2005
Progress To Date
Service representatives report current debt position to Corporate Income
Management Group at each meeting. Additionally, Appendix B details current
performance around key performance indicators.
Write-off levels reviewed and agreed by Executive. Corporate Write–Off
Policy approved and implemented April 2005. Framework for capturing and
reporting Write-offs in place.
Achieved in conjunction with upgrade of CEDAR e-financials to version 3.2.
Improved reporting functionality
80% of Miscellaneous Income now processed through PARIS System.
Remaining service areas including Education & Schools in the process of
being evaluated.
Evaluation carried out. No requirement for “Chip” and PIN” payment
technology to be introduced at this stage – Council not at risk from credit
card fraud.
Working Group established Extended payment options to be considered
along with a comprehensive review of processes of school meal payments.
Procedures within Primary Schools being process-mapped.
Additional flowchart mapping of all current policies and procedures for
collection and recovery activities undertaken eg Education, Technical
Services. Work continuing to improve policies/procedures and close gaps in
the framework .
Fair Debt Policy approved by HR/Business Sub-Group of SLT and published
in booklet format. Policy launched at 15 November 2005 event attended by
Stakeholders from the Public, Private, and Voluntary Sectors.
Implementation Plan agreed by Fair Debt Steering Group.
Work with the Voluntary Sector to draft a
Corporate Fair Debt Policy.
March 2005
9
Train relevant staff in Customer Care.
March 2005
Over 200 frontline staff attended Customer Care training.
10
Establish written procedures, guidance, and
criteria for all civil enforcement matters.
March 2005
Compendium of Civil Enforcement activity produced. Investigation into the
most appropriate method of signposting services to the best enforcement
route being undertaken.
Revised Time
Frame
Continuing
Completed/
Continuing
Completed
Continuing
Completed
October 2006
Continuing
Completed
Completed
Continuing
Task/Action
11
Time-Frame
Establish a corporate function to monitor and
manage income collection across the Council.
March 2006
Train relevant staff in Money Advice skills and
Welfare Benefits Awareness.
October 2005
Training Programmes delivered by Citizens Advice Bureau and Advicelink.
80% of identified staff have received Money Advice Training from Citizens
Advice Bureau and Benefits Awareness Training from Advicelink. Both
courses now available via Council Training Directory.
Continuing
Introduce self-service payment points.
March 2006
8 touch screens provided in the Customer First Centre and 3 kiosks in the
town centre. 5 kiosks installed in inner Wards.
March 2006
Cedar upgrade to v3.2 completed. Discussions being held with ITS Ltd
(PARIS system supplier) re their “on-line” payment/reconciliation system.
Business Case for system purchase prepared.
12b
Standardise Cash Receipting (via
system) at all main collection points.
13
14
17
18
Continuing
October 2005
Maximise income processed electronically via
PARIS Payments system.
16
Corporate monitoring of collection and recovery performance established.
Review of management arrangements being undertaken. SLT Sub-Group to
develop a framework of Performance Clinics to undertake quarterly
monitoring and review of Service-related debt.
Revised
Time-Frame
21 Services using PARIS Payments system. £5.47M received via
Debit/Credit Card payments in 2004/05 and £3.53M in first 6 months of
05/06. Cash Receipting System in place in Customer First Centre, Parking
Services, Leisure, Registrars, and Environmental Services. “Payment in
Advance” facility for Pest Control/Drainage Service implemented July 2005.
Review of Tourist Information Centre income procedures completed Autumn
2005.
12a
15
March 2005
Progress to Date
PARIS
Develop an interface between PARIS and
CEDAR v3.2 to allow automated transfer of data
and improve reconciliation.
Integrate personal payment/debt records within
the new Customer Relations Management
System.
March 2007
Introduce Corporate Direct Debit System
May 2005
Ensure all Council Services have robust control
over bailiffs and other external collection
agencies
March 2005
Forms part of the implementation and development of the Customer
Relations Management System. Requirement to develop interface between
business systems and CRM system
Existing BACS Boxes converted to BACSTEL-IP and new system operative
from 17 October 2005. Direct Debits being rolled out to Alarm Link and
Sundry Debtors. “Paperless” direct debit to be investigated in due course.
All Services now have written contractual agreements in place with external
and third party Bailiffs/Collection Agencies. Performance being actively
monitored across all Services. Corporate Code of Practice for Bailiffs to be
drawn up.
Completed July
2005
March 2007
March 2007
Completed/
Continuing
Continuing