Hertfordshire County Council
Registration and Citizenship
Service
ANNUAL STEWARDSHIP REPORT
PUBLICATION SCHEDULE NUMBER:
HRCS 0022
PUBLICATION DATE:
MAY 2012
AUTHORISING OFFICER:
STEVEN CHARTERIS
HEAD OF STATUTORY SERVICES
AUTHORISING OFFICER SIGNATURE:
AUTHOR OF PUBLICATION:
STEVEN CHARTERIS
POST:
HEAD OF STATUTORY SERVICES
UNIT:
REGISTRATION & CITIZENSHIP
SERVICE
MAY 2013
REVIEW DATE:
TARGET AUDIENCE:
SERVICE STAFF
HEAD OF STATUTORY SERVICES
CHIEF LEGAL OFFICER
PUBLISHED BY Hertfordshire Registration & Citizenship Service
1
HERTFORDSHIRE COUNTY COUNCIL
REGISTRATION AND CITIZENSHIP SERVICES
ANNUAL STEWARDSHIP REPORT 2011/12
2
INTRODUCTION
Hertfordshire Registration Service records the key life events of Hertfordshire’s
residents, as required by law. The service also provides a number of other
associated services to our customers.
The Registration Service is part of Statutory Services Department which reports
to the Performance and Resources Directorate of Hertfordshire County Council.
Statutory Services includes the following services:





Registration & Citizenship Services
Coroner Service.
Local Land Charges Unit
Highways Network Support Services Team
County Council Elections Unit
The Statutory Services management team is:
Steve Charteris
Corinne Edwards
Michelle Brinkley
Tom Godfrey
Georgine Whiting
Charlotte O’Shea
Vivienne Anstey
Barry Livesey
Jolanta Duraj
(SC)
(CE)
(MB)
(TG)
(GW)
(SO)
(VA)
(BL)
(JD)
Head of Statutory Services
Head of Registration & Citizenship Service
Head of Coroner Service
Registration Manager (West)
Registration Manager (East)
Registration Manager (Central)
Citizenship Unit Manager
Head of Land Charges and Administration Manager
HNSST Teamleader
Statutory Services delivers services in the context of:
1. Hertfordshire County Council’s Corporate Plan.
2. Performance and Resources Directorate Service Plan 20012/13
VISION: To continue to be a top performing innovative Registration Service by:
 Fulfilling HCC’s statutory registration responsibilities.
 Delivering inclusive and accessible customer focussed services.
 Delivering efficient and responsive services.
 Supporting customers professionally and empathetically.
 Maximising use of technology.
APPROACH & DELIVERABLES: The achievement of the vision assessed
against the following vision principles:
1. Customer focus
2. Value for money
3. Consistency and organisation
3
BACKGROUND
Service Delivery
Hertfordshire Registration and Citizenship Service can be contacted via a
centralised registration administration centre:
For all registration enquiries and services 0300 123 4045 or email
registrars.admin@hertscc.gov.uk
For Citizenship services and change of name deeds service 01707 897396 or
email citizenshipunit@hertscc.gov.uk
There are 9 delivery points across the County:
Hertfordshire Register Office
19b St Albans Road East
Hatfield
Hertfordshire
AL10 0NG
Tel: 0300 123 4045
Fax: 01707 283924
Email: hatfield.registrars@hertscc.gov.uk
Monday to Thursday - 9.00am to 5.00pm
Friday - 9.00am to 4.00pm
Bishops Stortford Registration Office
Riverside House
2 Hockerill Street
Bishops Stortford
Hertfordshire
CM23 2DL
Tel: 0300 123 4045
Fax: 01279 461492
Email: bstortford.registrars@hertscc.gov.uk
Mondays, Tuesdays and Fridays - 9.00am to 4.00pm
Wednesdays and Thursdays - 9.00am to 12.30pm
Broxbourne Registration Office
Bishops College
Churchgate
Cheshunt
Hertfordshire
EN8 9XH
Tel: 0300 123 4045
Fax: 01992 627605
Email: broxbourne.registrars@hertscc.gov.uk
Monday and Friday - 9.00am to 4.00pm
Tuesday, Wednesday and Thursday - 9.00am to 12.00pm
4
Dacorum Registration Office
The Bury
Queensway
Hemel Hempstead
Herts
HP1 1HR
Tel: 0300 123 4045
Fax: 01442 426741
Email: dacorum.registrars@hertscc.gov.uk
Monday to Thursday - 9.00am to 5.00pm
Friday - 9.00am to 4.00pm
Hertford Registration Office
County Hall
Pegs Lane
Hertford
Herts
SG13 8DE
Tel: 0300 123 4045
Fax: 01992 555493
Email: hertford.registrars@hertscc.gov.uk
Monday to Thursday - 9.00am to 5.00pm
Friday - 9.00am to 4.00pm
St Albans Registration Office
The Gatehouse
1 Victoria Square
Victoria Street
St Albans
Herts
AL1 3TF
Tel: 0300 123 4045
Fax: 01727 774032
Email: stalbans.registrars@hertscc.gov.uk
Monday to Thursday - 9.00am - 12.30pm and 1.30pm - 5.00pm
Friday - 9.00am -12.30pm and 1.00pm - 4.00pm
Stevenage Registration Office
Danesgate
Stevenage
Hertfordshire
SG1 1WW
Tel: 0300 123 4045
Fax: 01438 357197
Email: stevenage.registrars@hertscc.gov.uk
Monday to Thursday - 9.00am to 5.00pm
Friday - 9.00am to 4.00pm
5
Watford Registration Office
31 Hempstead Road
Watford
Hertfordshire
WD17 3EY
Tel: 0300 123 4045
Fax: 01923 630904
Email: watford.registrars@hertscc.gov.uk
Monday to Thursday - 9.00am to 5.00pm
Friday - 9.00am to 4.00pm
Citizenship Unit
The Old Courthouse
St. Albans Road East
Hatfield
Hertfordshire AL10 OES.
Telephone: 01707 897396
Fax: 01707 897379
Hours of Opening:
8.30 - 5.00 Monday - Thursday 9.00 - 4.30 Friday.
6
Local Authority HERTFORDSHIRE COUNTY COUNCIL
Part A. Level of service
Has the delivery of the local registration
service been undertaken in line with the
Good Practice Guide?
Yes
No
Comments
X
If no, please comment
Part B. Good Practice Attainment
B1. Key Performance Indicators
Level of performance measured against the following key performance indicators for registration
Activity (NS = National Standard)
1 Events registered within statutory
timescales
(i) % births registered within 42 days
(NS 98%)
Compliancy
Level %
Comments
99%
(ii) % still-births registered within 42 days
(NS 98%)
100%
(iii) % deaths registered within 5 days,
excluding registrations following post
mortems and inquests (NS 95%)
(iv) % deaths after post mortem
registered within 7 days (NS 95%)
91%
81%
This continues to be a challenging KPI.
Monitoring methodology used RON extracts
2
Waiting times
A. Offices with appointment system
1. Waiting times for appointment (NS
95%) for:
(i) birth registration/declaration within 5
working days
(ii) still-birth registration/declaration within
2 working days
(iii) death registration/declaration within 2
working days
(iv) notices for marriage and civil
partnership within 5 working days
2. % of customers seen within 10 minutes
of appointment time (NS 90%)
Compliancy
Level %
Comments
100%
100%
100%
100%
89.1%
Sample office
Monitoring methodology used Zipporah appointment booking system
Compliancy
Waiting times
Level %
B. Offices without appointment
system
% of customers seen within 30 minutes of
arrival (NS 90%) for:
(i) birth registration/declaration
NA
Comments
7
3
(ii) still-birth registration/declaration
NA
(iii) death registration/declaration
NA
(iv) notices for marriage and civil
partnership
Monitoring methodology used
NA
Certificate applications
% dealt with within 7 days of receipt (from
deposited registers) (NS 95%)
Compliancy
Level %
Comments
100%
Monitoring methodology used All certificate applications logged and timescales recorded.
4
Compliancy Comments
Customer satisfaction
Level %
% of satisfied customers, evidenced from
response to customer satisfaction surveys 98.5%
and actual number of returned forms
(NS above 90%, or corporate standard, in
which case, identify corporate standard)
Monitoring methodology used All customers are offered customer comment cards. 4 or 5 out of 5
indicates satisfaction.
5
Complaints
Total number of upheld formal complaints
received (actual and as % of all
registrations) (NS 0.5%)
Monitoring methodology used
Compliancy
Level %
Comments (including total number of complaints)
0.06%
11 formal complaints received in 2011/12
B2. Statutory Standards relating to tasks not in KPI Table
Summary of performance against the statutory standards in the Good Practice Guide as a whole. Please include
details of any work planned, in progress or undertaken to address any issues of areas of weakness.
The service has performed well against the statutory standards detailed in the Good Practice Guide. There
continues to be a challenge in meeting the % deaths registered within 5 days, excluding registrations
following post mortems and inquests (91%) and % deaths after post mortem registered within 7 days
(81%). We believe that these figures are consistent with the national trend and are not due to lack of
availability of appointments.
Please see performance summary below.
8
TASK
Statutory Requirement
1. Ensure that sufficient
staff and resources are
available in order to
accurately register events
within statutory timescales
All deaths after inquest
registered on receipt of the
coroner’s certificate
[Not a KPI]
2. Accurately record birth,
still-birth and death
information on forms of
declaration
Completed forms sent to
receiving authority for
registration on receipt
3. Requisitioning of unregistered births
Responsible person
requisitioned to attend
registrar’s office
4. Scrutiny of medical
certificate of cause of
death
Reportable deaths referred
to Coroner prior to
registration
5. Collection of official
statistics
All relevant information
requested and recorded
6. Burial or cremation
certificates issued
Relevant docs accurately
completed and issued at
the appropriate time
Applications for corrections
and re-registrations
processed and effected in
accordance with statute
7. Timely and accurate
corrections and reregistrations
Standard achieved /
evidence
95% to be registered
National Standard
within 24 hours of receipt 100% deaths following
of coroner’s certificate
receipt of coroner’s
after inquest [Not a KPI] certificate after inquest
registered within 24
hours.
National Standard
Completed declarations
National Standard
sent to receiving authority 100% completed
on the same day
declarations sent to
receiving authority on
95% of incoming
same day.
declarations registered
100% incoming
within 24 hours of receipt
declarations registered
on same day as receipt.
Procedure in place for
National Standard
reminding of outstanding Centralised process in
registration after 28 days place including issuing
and issuing formal
of formal requisition.
requisition after 42 days
Referral to coroner
National Standard
followed up by
All referrals to coroner
completion of form 52
followed up by
completion of form 52.
Local agreement with
Hertfordshire Coroner
Service in place.
Basis of request for
National Standard
information clearly
Clear scripts are used in
explained to informants
informing informants.
Same
National Standard
Clear scripts are used in
informing informants.
90% of applicants offered National Standard
appointment that is within 100% of applicants
10 days of Registration
offered appointment
Officer receiving GRO
within 10 days.
notification
9
Statutory Standards
TASK
Statutory Requirement
National Standard
8. Taking notices of
marriage and civil
partnership.
Couples to give notice
In time to allow the
marriage or civil
partnership to take place
as planned
Accurate completion and
processing of notices
9. Marriage ceremonies
and civil partnership
formations
Preliminaries completed in
accordance with legal
requirements
Provision of a room within
the register office to
accommodate the couple
and two witnesses for the
statutory fee
Same
Same
10. Marriages accurately
registered in the marriage
register
Civil Partnership recorded
on RON
Civil partnerships recorded
as soon as is practicable
11. Administration of
Approved Premises
Applications for approval
processed in accordance
with Marriages and Civil
Partnerships (Approved
Premises) Regulations
2005
12. Register Office
Approvals
Local authority maintains
the Approved Premises
register
Plans approved by RG
Consists of at least SR’s
office, strong room (unless
SR’s office used to house
deposited registers or
Annex exists), and display
area for marriage/civil
partnership notices
National Standard
Statutory room available
at Hertfordshire Register
Office.
Room identified and
approved.
Room identified on plan
approved by the RG
Couples offered choice of
legal words of declaration
for marriage ceremonies
Marriages registered
immediately following the
ceremony.
Standard achieved /
evidence
National Standard
System in place to
ensure compliance.
Couples have choice.
Same
Civil partnerships
recorded on RON within 2
[working] days of the
formation
Procedures in place for
approval process
Controls in place to
manage the expiry and
renewal of licences
Arrangements for housing
deposited registers in a
separate Annex agreed
by the RG
National Standard
Marriages registered
following ceremony.
CP recorded on RON
within 2 working days.
National Standard
Centralised system in
place and controls in
place.
National Standard
Plans approved and up
to date.
Plan to also include any
other rooms used for RO
marriage ceremonies and
civil partnership
formations
10
Statutory Standards
TASK
Statutory Requirement
National Standard
13. Custody and care of
Registers to be kept in
suitable fireproof
repository or strong fireresisting boxes for the safe
custody of the records
Current registers
deposited in strong fireresisting boxes.
Deposited registers stored
to prevent deterioration
and in secure and
accessible location
registers





14. Prepare, store and
make available indexes to
registers
Index to be prepared from
deposited registration
records. Index made
available for the public to
search through and obtain
certified copies
15. Issue certificates from
deposited registers ( KPI
3)
Certificates from entries in
deposited registers issued
in response to application
Good Practice
Registers stored in
accommodation with
environmental controls to
limit fluctuation in humidity
and temperature
Registers shelved so
as to avoid damage in
handling; little-used
volumes stored in archivequality boxes
Conservation survey
of physical state of
registers undertaken
Better Practice
Registers stored in
accommodation meeting
BS 5454
Program of
conservation and
rebinding for damaged
registers
Provide public access to
indexes on request
95% of applications dealt
with within 7 days of
application
Standard achieved /
evidence
National Standard
Good / Better Practice
All registers stored in
suitable fireproof safes /
strongrooms.
Deposited registers
stored at central archive.
Program of conservation
and re-binding being
developed.
National Standard
Indexes prepared but no
public access at this
time.
National Standard
(see KPI)
11
Statutory Standards
TASK
Statutory Requirement
National Standard
16. Submission of
certified copies to GRO
Quarterly copies certified
and submitted to RG on a
prescribed form or an
approved electronic form
on such days appointed by
the RG
Registrars to certify Birth,
Death and Still Birth RON
registrations immediately
following the registration
Occasional copies of
corrected entries not on
RON submitted to RG
within 7 days of correction
Check certified marriage
entries from clergy and
authorised persons, etc.
and submit to the RG on or
before the last day of April,
July, October and January
17. Submission of
statutory returns
Notifications to Health
Authority, tax, electoral
and education authorities,
and to Local Safeguarding
Children Boards made in
accordance with statutory
timescales.
Suspected sham
marriages or civil
partnerships reported to
Home Office
18. Citizenship
Provision of or make
Ceremonies
arrangements for premises
where citizenship
ceremonies may be held.
Ceremony must take place
within 3 months of the
applicant being informed
that the application has
been successful and must
be conducted by a
superintendent registrar or
deputy
19. Citizenship certificates Certificates to be dated
accurately completed and correctly and notification
Home Office informed
sent to Home Office within
14 days of ceremony
Registrars to enter
marriage registrations
onto RON and certify
within 7 days of the event
Superintendent registrars
to certify electronic
registrations on a rolling
basis, at least fortnightly,
ensuring all quarterly
statutory targets are
adhered to
To submit certified
marriage entries from
clergy and authorised
persons on or as soon
after these dates
All returns made in
accordance with statutory
requirements and
timescales
Standard achieved /
evidence
National Standard
Registrars certify Birth,
Death and Still Birth
RON registrations
immediately after
registration.
Marriage registrations
onto RON next working
day.
Superintendent
registrars electronically
certify monthly.
Working towards full
compliance with regards
submission to RG.
National Standard
All returns are made in
accordance with
statutory timescales.
Same
National Standard
100% of ceremonies
offered within 3 months.
Premises and services
available.
Same
National Standard
Certificates dated
correctly and Home
Office notified within 14
days.
12
Statutory Standards
TASK
Statutory Requirement
National Standard
20. Appointing
registration officers and
civil partnership registrars
GRO notified of all
principal and deputy
appointments
GRO notified of all
appointments,
resignations, long term
sick and retirements
GRO notified of all civil
partnership registrar
appointments and the
ending of any such
designation
Suggested Monitoring
Methodology
National Standard
Notifications up to date.
All notifications made
electronically
Access to RON amended
as necessary
B3. Operational and Service Delivery Standards relating to activities not in KPI Table
Summary of performance against the non-statutory standards in the Good Practice Guide as a whole. Please include
details of any work planned, in progress or undertaken to address any issues of areas of weakness, and details of
significant achievements and measures taken to improve customer service standards.
Please see summary of performance below.
Work planned:
1. ISO 9001:2008 application. The service has developed a quality management system, including
Best Practice Standards and is being inspected in May 2012.
2. Channel shift. The service is developing on-line presence including electronic payments and
service booking facilities.
3. Reviewing provision of Civil Funeral services. The service is considering the current market place
and the role of the private sector in providing this service.
13
Operational and Service Delivery Standards
1. Customer Service
Key Activity
National Standard
Improving
1.1 Consultation
Demonstrate and
document in the service
delivery plan that you have
taken into account
public/staff consultation,
and the actions taken or to
be taken as a result
Demonstrate a
proactive approach to
consultation using a
variety of mediums eg
focus groups, feedback
channels, and
newsletters
Documented consultation
policy that outlines who,
how, where and when we
consult with our
customers/staff, which is
reviewed on a regular
basis
Wider publication of
results through timely
and appropriate media
releases
Who
How
Where
When
To include Staff, Customers,
Stakeholders.
Standard
achieved and
evidence
National Standard
Service plan takes
into account views
of staff and
customers.
Publication = service
delivery plan
1.2 Waiting Times for
Appointments (KPI 2a(i))
Where an appointment system is
operated, ensure availability of an
appointment within the agreed
timescales for:
Birth registration/declaration
Still-births registration/declaration
Death registration/declaration
Marriage and civil partnership
notice)
Customers who arrive without an
appointment
Identify and investigate
any areas of
dissatisfaction with a view
to establish if
improvements can be
made to appointment
availability. Demonstrate
action taken to address
these concerns
Provided demand is not
excessive, ensure all
customers are able to
complete their business on
the same day if they
choose to wait
Improving
Management data
in analysed to
examine trends in
demand and
remedial action
taken.
Ensure all customers
are able to complete
their business on the
same day if they
choose to wait
Customers who
choose to attend
the office without
an appointment are
seen.
14
Operational and Service Delivery Standards
1. Customer Service
Key Activity
1.3 On arrival - waiting times
(KPI 2aii and 2b)
Ensure customers seen early, on
time or within 10 minutes of
appointment. Where an
appointment system doesn’t
operate, arrange for customer to
be seen within 30 minutes of
arrival
1.4 Information about Services
provided
National Standard
Improving
Identification of reasons
why the national standard
is not met, and actions
taken to improve the level
of performance
Identification and
formal documentation
of reasons why the
national standard is not
met, and actions taken
to improve the level of
performance.
Standard
achieved and
evidence
National Standard
High compliance
rates. Waiting
times reviewed.
Remedial action
taken.
Investigate instances
where customers arrive
late. Take action to
address if due to
internal processes (e.g.
poor quality directions)
Available for statutory
functions and non
statutory services where
available
Obtainable at
appropriate outlets
Publications produced
to a corporate local
standard in various
formats and
encouraging the use of
on line resources
Available in various
formats on request
Improving
Appropriate
information leaflets
available to a high
standard and
reviewed annually
in accordance with
the Quality
Management
System.
Different formats
available on
request.
Annually review content to
ensure up to date
information
15
Operational and Service Delivery Standards
1. Customer Service
Key Activity
National Standard
Improving
1.5 e-facilities
Web site that gives up to
date information on your
service with the ability to
update the information
quickly and which is
maintained and reviewed
on a regular basis
Provide contact details
of all approved
premises
Provide links to all related
websites and other linked
authority services
Credit/debit card payment
facilities available to
clients
Clients have the option
to order and pay for
services by credit/debit
card in person, via the
telephone or on-line
On-line appointment
booking facility plus
statistical and
performance
information. E appointment system
available to public 24-7
Standard
achieved and
evidence
National Standard
/ Improving
Good web
presence with full
information
available.
Appointment
booking and
payment systems
available. This is
being expanded to
include Nationality
Checking Service
etc.
In-house supported
electronic cashbook
1.6 Customer Satisfaction (KPI
4)
The customer should be dealt
with courteously, with sensitivity
and in a personalised manner. To
evaluate this, the customer should
be asked a set of service delivery
questions
Publish summary customer
satisfaction survey results and
outcomes of any areas of
dissatisfaction
Identify and investigate
areas of service delivery
dissatisfaction with a view
to establish if
improvements can be
made. Demonstrate
action taken to address
these concerns
Publish results and
improvements to
satisfaction levels
Add proactive question:
‘What can we do to
improve service?’
Publish results to
show continuous
improvement
National Standard
System of analysis
of Customer
Comment Cards
and Complaints/
Compliments and
e-comments.
98.5% of Customer
Comment Cards
rated the service 4
or 5 out of 5.
Results published
through service
plan.
Quality
management
system developed
and is currently
being ISO
9001:2008
inspected.
16
Operational and Service Delivery Standards
1. Customer Service
Key Activity
1.7 Compliments and
Complaints (KPI 5)
Develop and publicise a corporate
compliments and complaints
policy
Standard
achieved and
evidence
National Standard
Corporate
procedure in place.
National Standard
Improving
Have in place a clear
compliments and
complaints policy which is
accessible and available in
different formats on
request
Contact complainant
and staff after 3-6
months to investigate Results published.
if the complaint could
have been handled in
a more appropriate
manner. (Checking
procedure not
outcome)
As part of the
corporate/service reporting
procedures publish the
results of compliments and
complaints on an annual
basis
Publish year on year
results to
demonstrate learning
recorded and action
taken along with any
improvements to the
customer journey
17
2. Business Continuity and Resources
Key Activity
National Standard
Improving
2.1 Business Continuity
Owning a Business
Continuity plan that links
with the Local Authority’s
Emergency Plans and
other key stakeholders.
Ensure staff are aware of
the plan
Business Continuity
plan reviewed and
updated on a regular
basis
Suggested evidence
and frequency of
assessment
National Standard
Business Continuity
Plan in place and
tested.
All above reviewed and
tested regularly at least
every six months. Contact
details kept up to date
Business Critical levels
agreed with IT
departments
Local Authority data
security protocols in place
with a written policy or
reference to the corporate
policy
2.2 Resources
Risk Register and flu
pandemic plan in place
Sufficient levels of
appropriately trained staff
employed to meet service
delivery plan commitments
Sufficient levels of
appropriately trained
staff employed to meet
service delivery plan
commitments and new
initiatives
National Standard
All standards met.
Part C. Wider service achievements and developments
Summary of attainment against wider service delivery plans and any other significant developments.
Hertfordshire Registration and Citizenship Service underwent a review which reported to and was agreed
by Cabinet in October 2010. The review established 7 work streams to be delivered by March 2013:
1. Improve customer access to appointment bookings.
2. Improve customer access to copy certificates.
3. Rationalise the delivery of ceremonial services.
4. Develop demand led services.
5. Reviewed delivery points.
6. Deliver the DWP ‘Tell us once’ programme.
7. Improve consistency and organisation.
Specific work completed under each work stream are as follows:
Improve customer access to appointment bookings.
 24 hour on-line appointment bookings are now available for birth and death registrations and notice
of marriage and civil partnerships.
 Extended telephone access to the service has been achieved by establishing a centralised
Registration Administration team who deal with all first point enquiries and bookings. This facility is
supplemented by contact through Hertfordshire County Council’s Customer Service Centre outside
office hours and at weekends.
18
UPDATE: specific workstream fully delivered.
Improve customer access to copy certificates.
 A centralised Registration Certificate Archive has been established for the whole county.
 Applications for copy certificates can now be made on-line, by telephone, by post or in person.
 Scanned copies of original entries are now available.
UPDATE: specific workstream fully delivered.
Rationalise the delivery of ceremonial services.
 A centralised ceremony booking service is now available through the Registration Administration
team, thus increasing the availability of telephone access to bookings.
 Resources are focussed according to demand to ensure the fullest choice for customers.
UPDATE: specific workstream fully delivered.
Develop demand led services.
 A review of the management structure of the service has clarified responsibilities and reporting
structures and delivered financial efficiencies.
 A review of staffing arrangements has ensured appropriate use of resources in accordance with
demand at each delivery point.
UPDATE: specific workstream fully delivered.
Reviewed delivery points.
 The service has withdrawn from the out-station at Hitchin and the services have returned to
Stevenage Registration Office.
 Reduced use of accommodation and sharing facilities is being explored at Broxbourne Registration
Office.
 Reduced use of accommodation and sharing facilities is being explored at Dacorum Registration
Office.
UPDATE: Lease for accommodation at Broxbourne Registration Office has been renegotiated.
Discussions about the future of Dacorum Registration Office are on-going.
Deliver the DWP ‘Tell us once’ programme.
 The ‘Tell us once’ programme will go-live in Hertfordshire on 27th June 2011.
UPDATE: Tell Us Once programme in Hertfordshire is fully operational.
Improve consistency and organisation.
 A policy register has been established for the service containing local policies, procedures and
guidance.
 Best practice standards and a quality commitment are being developed for the service.
 Application for ISO 9001:2008 is due to be made by the end of 2011.
UPDATE: Quality Management system is in place including Best Practice Standards.
Application for ISO 9001:2008 has been made. Stage 1 inspection complete. Stage 2 inspection
underway May 2012.
Part D. Scheme related issues
D1 Service delivery plan
Has the service delivery plan for the
registration service for the forthcoming
year been produced?
Yes
No
Comments
X
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D2 Service delivery plan – prescribed content
Please confirm that the following information, which is required for scheme purposes, has or will
be included in your 2012/13 service delivery plan, and has not been subject to change since
submission of your previous plan to GRO.
Confirm
Included
The number, names and boundaries of
registration districts and sub-districts
within the local authority
The number of principal officer posts
appointed within each district and subdistrict
The location of register offices, head
offices and other service delivery points
within each registration district (e.g.
including hospitals and other outstations)
Access and service availability times
including emergency ‘out of hours’
arrangements; telephone numbers
Confirm
No
Change
Change – (please provide details at D3 or D4 as
appropriate)
X
X
See attached list
X
X
D3 Registration service provision changes
made during the reporting period
If changes made, provide details with dates.
Yes
Comments
X
(i) Boundaries and districts
(ii) Posts abolished and/or created
No
X
See attached list.
(iii) Service point locations
X
(iv) Service opening times; telephone
numbers
X
D4 Registration service provision future
changes
If changes planned, provide details with dates.
Yes
No
(i) Boundaries and districts
X
(ii) Posts abolished and/or created
X
(iii) Service point locations
X
(iv) Service opening times; telephone
numbers
X
Comments
D 5 Service Delivery Plan Summary - 2012/13.
Please provide details of the key developments and deliverables planned for the local registration service for
2012/13.
Key Actions identified for the Hertfordshire Registration & Citizenship Service within the Statutory
Services Service Plan 2012/13 are as follows:
1. Deliver birth, still-birth & death registrations and the civil preliminaries to marriage and civil partnerships
in accordance with legislation.
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2. Deliver statutory and non-statutory ceremonies in accordance with legislation, including marriages, civil
partnerships, civil namings, civil funerals and renewal of vows
3. Deliver Citizenship Services in accordance with Nationality, Immigration and Asylum Act 2002,
including citizenship Ceremonies, Nationality Checking Service (NCS) and Settlement Checking
Service (SCS).
4. Develop the quality management system to include electronic policy register, service circulars, internal
BPS audit process and Quality Management Team.
5. Complete and review the objectives of the Review of Registration Service (Phase II) year 3.
6. Deliver Registration & Citizenship Service within budget and maintain / improve income generation.
7. Review Civil Funeral service delivery to ensure cost recovery.
8. Review the ‘customer journey’ with regards initial contact with the service, particularly focussing upon
on-line customer access to the services. Review marketing of income generating services and the
maximisation of income opportunities.
9. Ensure that all Registration and Citizenship services’ staff are trained, motivated and developed.
10. Maintain and develop robust benchmarking with other local authorities, including financial and practice
comparisons.
11. Ensure that all customers are able to access services.
D6 Business Continuity Plan
Please confirm that a business continuity
plan is in place and has been reviewed
and updated as necessary?
Yes
No
Comments
No
Comments
X
If no, when will this action be taken?
D7 Register storage
Are all registration records in the charge of
the superintendent registrar stored
centrally at the district register office?
Yes
X
If no, provide details.
If changes planned, provide details with dates.
Part E. Acknowledgement
Yes
The local authority continues to commit to meeting the national standards contained
in the Good Practice Guide.
The local authority continues to commit to the principles of the Code of Practice
The local authority agrees to sharing statistical data contained in this report with
other local authorities.
No
X
X
X
Date 14.05.2012
Signed
(Proper Officer Representative for Registration Matters)
The completed report should be returned to dpsupport@ips.gsi.gov.uk by
21
OFFICIAL LIST AND STAFFING FOR HERTFORDSHIRE DISTRICT (538)
Superintendent
Registrar
Hertfordshire Register Office
Hatfield
Corinne Edwards
Registrar
A
Registrar
B
Registrar
C
Registrar
D
Registrar
E
Registrar
F
Registrar
G
Registrar
H
Registrar
I
Registrar
J
Registrar
K
Registrar
R
Registrar
L
Registrar
M
Hertfordshire Register Office
Hatfield
Vivienne Fielden
Registrar
N
Registrar
O
Registrar
P
Registrar
Q
Registrar
S
Registrar
T
Tamsyn Martin
Stephanie Dean
Watford Registration Office
Watford
Eric Harvey
Lorraine Quinn
Kay Burbridge
Richard Doggett
Hemel Hempstead Registration Office
Hemel Hempstead
Denise Stagg
Janet Gillard
Bridget Warren
St Albans Registration Office
St Albans
Claire Cook
Carol Gittings
Hertford Registration Office
Hertford
Broxbourne Registration
Office
Cheshunt
Bishop’s Stortford Registration
Office
Bishop’s Stortford
Stevenage Registration Office
Stevenage
Josephine Prosser
Nadia Wistow
Mary Bunyard
Sandra Highsted
Derek Goodall
Susanna Buxton
Patricia Norton
Pamela Bowman
22
DEPUTY SUPERINTENDENT REGISTRAR/ DEPUTY REGISTRAR
APPOINTMENTS FOR THE DISTRICT OF HERTFORDSHIRE (538)
Hertfordshire Register Office
Watford Registration Office
Hemel Hempstead Registration Office
St Albans Registration Office
Hertford Registration Office
Broxbourne Registration Office
Bishop’s Stortford Registration Office
Stevenage Registration Office
Citizenship Unit
Corinne Edwards
Charlotte O’Shea
Thelma Fas
Dawn Ryder
Vivienne Fielden
Stephanie Dean
Tamsyn Martin
Vanessa O’Donnell
Carol Evans
Eric Harvey
Richard Doggett
Kay Burbridge
Lorraine Quinn
Helen Riley
Roshni Rayvedera
June Norman
Joe Donovan
Madelaine Banks
Hilary Sheppard
Denise Stagg
Janet Gillard
Linda Smith
Fraser Miller
Jill Birch
Robert Johnson
Claire Cook
Carol Gittings
Glynis Coasby
Hazel Steward
Mary Evans
Anne Lloyd-Skinner
Josephine Prosser
Jacqueline Earle
Linda Fuller
Kim Noakes
Richard Edwards
Margaret Kotting
Nigel McNaught
Nadia Wistow
Annette Burnage
Laura Mason
Janet Shaw
Mary Bunyard
Liz Garwood
Geoffrey Marshall
Georgine Whiting
Eleanor Jardine
Sandra Highsted
Derek Goodall
Susanna Buxton
Patricia Norton
Pamela Bowman
Alison Poynter
Danielle Gannon
Deborah Baker
Barry Livesey
Ann Reid
Graham Howard
Patricia Flitney
Michael Cunningham
Vivienne Anstey
Denise Murless
Stephen Young
23
Registration Certificate Archive
Registration Admin Team
Theresa Baker
Angela Warner-Smith
Tracey Bridgewater
Janet Howe
Vivien Chandler
June Wiggins
Carol Holland
Rosemary Freeland
Richard Duckworth
Clare Gooden
Liam Hallaghan
Eileen Hart
Joanna Sugg
Kirsty Phin
Linda Tarlton
Laraine Blakeley
Gaynor Fox
24