Performance Management 2014/ 15: Pre 4 th Quarter End Policy and Resources Committee Director of Finance and Corporate Resources
Finance & Corporate Resources: Accountancy Business Plan Outcome 4 actions reported on this quarter, 2 completed, 2 on target: • Produce Annual Accounts by statutory deadline with no • qualifications - completed; Fully implement the Asset Accounting and Budgeting modules of • Authority Financials; Ongoing Service Accountancy provision; and • Complete contract review and renewal for Financial Management • System - completed. Performance Indicators None to report this quarter. •
Finance & Corporate Resources: Customer Services & IT Business Plan Outcome 27 actions reported this quarter: • Customer Services Continue to maintain accurate Registration figures; • Manage internal SLA’s in line with target operating model; • Support channel shift and promotion of self service; • Implement the Customer Relationship Management action plan, go • Live by April 2015; Develop a contact strategy, channelling customer contact across • the customer services locations; Promote and develop shared service opportunities with Partners • (external SLA’s); and Implement the Comhairle’s Customer Service Strategy 2012-16. •
Finance & Corporate Resources: Customer Services & IT IT Agree extension to Connected Communities contract with • HIE; Co-ordinate the Comhairle’s participation in the Scottish • Wide Area Network (SWAN) procurement, work underway for rollout; Manage the rollout of electronic forms on the website to • assist with channel shift; Manage implementation of the IT strategy; • Information security action plan, being maintained and • developed in line with PSN compliance; Apply automatic encryption to e-mail attachments, • software ready for implementation;
Finance & Corporate Resources: Customer Services & IT IT Upgrade corporate windows servers to 2008, DRM system • upgraded; Desktop virtualisation, project currently postponed; • Implement Government Protective Marking Scheme; • Replace central firewalls, all now replaced; • Implementation of Live audio feed from the Council • Chamber; Preparation of tender document for IPT; • Update Data Sharing Partnership on messaging solutions; • and Maintain PSN compliance. •
Finance & Corporate Resources: Customer Services & IT Performance Indicators 2 indicators to report this quarter • Customer satisfaction with IT services 83.33% (target 75% • actual ); and Percentage of helpdesk calls responded to within agreed • time 87.20% (target 95% , 84% Q3-13/ 14).
Finance & Corporate Resources: Exchequer Services Business Plan Outcome 5 actions reported on this quarter • Revenues and Benefits Welfare Reform changes so far implemented (Bedroom tax, • Benefits Cap & Scottish Welfare Fund, no further changes planned as Universal Credit delayed); Ensure resilience cover arrangements in place; • Business Managem ent Ensure resilience cover arrangements in place; • Procurem ent and Creditors Deliver the Comhairle’s Purchase to Pay strategy -completed • action plan being implemented; and Develop an effective Change Management Plan to ensure • successful implementation of organisational changes and provide support to Services by achieving sustained improvement in Asset Management, Risk Management and Procurement
Business Performance Exchequer Services Performance Indicators 18 indicators reported this quarter • Business Management Reduction in the number of overpayments due to payroll error • 69.05% (target 25% , 8% Q3 2013-14); Amount of income generated from external lets to the Town Hall • £10k (target £8.8k, £5.8k Q3 2013-14); Percentage of pay advice provided as paper payslip 60.74% • (target 60% ); Reduction in the number of payroll advances due to payroll error • 18.76% (target 25% , 26.68% Q3 2013-14); Percentage compliance with billing timetable 100% ; and • Percentage of financial transactions paid on time to employees and • members 99.63% (target 99.5% , Q3 2013-14 99.82% ).
Business Performance Exchequer Services Performance Indicators Revenues and Benefits Days to process a crisis grant 1.09 days (target 2 days, 1.25 days Q3 • 2013-14); Sundry debts collected in year 87.35% (target 86% , 84.69% Q3 2013-14); • Revenue collection response times to correspondence 11.52 days (target 10 • days, 17.51 days Q3 2013-14); Benefits uptake response times to correspondence 16.63 days (target 10 • days, 27.84 days Q3 2013-14); Housing benefit and council tax reduction, time taken to process new • applications 22.83 days (target 28 days, 34.07 days Q3 2013-14); Community care grants time taken to process 7.14 days (target 15 days, • 5.51 days Q3 2013-14); Housing benefit and council tax reduction, time taken to process change in • circumstances 9.49 days (target 10 days, 12.15 days Q3 2013-14); Non domestic rates collected in year 87.89% (target 73.53, 88.14% Q3 • 2013-14); and Housing Benefit and Council Tax Reduction accuracy checks 96.77% (target • 100% , 100% Q3 2013-14).
Business Performance Exchequer Services Performance Indicators Procurement and Creditors Invoices processed using intelligent scanning 31.81% (target 50% , • 23.77% Q3 2013-14); Percentage of contracts through e-tendering 100% (target 75% , • 73.68% Q3 2013-14); and Percentage of Council expenditure (non staffing) through Authority • Financials 22.25% (target 70% , 11.17% Q3 2013-14).
Finance & Corporate Resources: Internal Audit Business Plan Outcome 2 Actions reported this quarter • Complete the approved Operational Audit Plan within agreed • timescales; and Provide a fraud and irregularity investigation service, safeguarding • the public pound, all investigations currently up to date at Q3. Performance Indicators 2 indicators reported this quarter • Percentage of Internal Audit client satisfaction surveys that where • positive 100% (target 95% , 100 % Q3 2013-14); and Percentage of audit recommendations accepted by management • 100% (target 90% , 98.33% Q3 2013-14).
Finance & Corporate Resources: Capital Programme Project Budget £ k Spend £ k Status Corporate ICT 214 168 Projects on-going Risk Mitigation Business continuity: plans exercised and plans now • being reviewed Budget Implementation: monitoring ongoing •
Finance & Corporate Resources: Financial Performance Service Budget £ k Actual £ k Forecast Outturn £ k Directorate 1,244 888 1,244 Accountancy 507 468 507 Exchequer Services 1,233 943 1,233 Customer Service & IT 2,055 1,513 2,055 Totals 5 ,0 3 9 3 ,8 1 2 5 ,0 3 9 At the end of the third quarter the Department expects to outturn within tolerances.
Finance & Corporate Resources: Departmental Projects Website development specification prepared for tender; • Upgrade Faire system to PNC7, move to visualised platform; • Monitoring / filtering web traffic, replacement for Cyblock; • Software inventory- implem entation system to manage all software • licences; Universal credit – working towards putting in place relevant services • for 11 th May 2015 Window servers upgrade to 2012; • SWAN transition; • CareFirst upgrades (Finance module, Self-directed support module); • Electronic forms, will commence on completion of Lagan upgrade; • All procurement contracts progressing; • Data Sharing Project (DSP) – data matching, connectivity to NHS • database; and Laptop encryption ongoing. •
Finance & Corporate Resources: Conclusions Summary UK GO award for the Procurement and Creditors team; • Approx. 96% of the Internal Audit plan completed for 2014/ 15; • Annual billing completed for council tax and NDR; • Year end processes for Revenues and Benefits completed; • New contract in place for Grounds maintenance; • Implementation of Comhairle new pension scheme • arrangements; and Implementation of Comhairle decision to pay the living wage. • Complaints There was one Stage 1 and one Stage 2 complaint recorded for • this quarter, 1 complaint to Ombudsman .
Finance & Corporate Resources: Conclusions Priorities for Next Quarter Budget Strategy • Consider implications of the IJB for Internal Audit; • Roll forward of new year financial year; • P11D training for colleagues; • Support for Uist and Barra bus service project; • IPT tender evaluation and award; • Transition internet to SWAN; • Roll out of electronic ordering for catering; • Implementing web expenses; • Financial assessment budget savings project; and • Software and hardware asset management system. •
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