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