Agenda item

Thames Valley Transactional Services Centre- Contract Year 7 Half Year Report April 2018 - September 2018

Minutes:

The Committee received a presentation from the Council’s Service Lead for Customer and Communications, Vijay McGuire, and Arvato’s Key Account & Delivery Director, Kurt Goldman, that provided a strategic overview of the contractual performance of the Thames Valley Transactional Services Public Private Sector Partnership for the period between April to September 2018. 

 

In line with previous requests from the Committee, the information provided a high level overview of performance and current issues which is summarised as follows:

 

·  Collection rates for Council Tax and Business Rates continued to be closely monitored and whilst they were slightly behind the in year targets, Arvato had brought in additional resources to support the successfully delivery of the targets by year end.

·  There were pressures to meet the 20 day target for the average time to process benefits claims, but the figure was improving.  The impact of Universal Credit roll out in Slough since April was noted.

·  All transactional finance and 99.8% of transactional HR KPIs had been achieved during the period.

·  KPI reporting for IT remained challenging due to system functionality but it was anticipated that a new IT service management tool would address this for future reporting.

·  The commitment to deliver 117 apprenticeship opportunities over the contract period was on track with 67 young people benefitting to date.

·  The contractual requirement to re-locate the head office to Slough had brought new business to Slough including 300 staff for BMW and 170 for Zara.

 

The Committee discussed the progress being made to encourage more use of online tools to handle customer enquiries rather than rely face-to-face or telephone contact.  It was responded that the number of calls and face to face enquiries was going up and any shift to online would require investment in new technology.  The Council was developing a new customer experience strategy and Arvato were engaged in the process and would be important in the delivery of any new approach.

 

A wide range of other issues were discussed including the delivery of KPIs relating to the number of complaints upheld and the timeliness of issuing Blue Badges.  It was agreed that a breakdown of data relating to the KPI on the percent of complaints upheld or partially upheld to be available for Committee Members at a future meeting.  Speaking under Rule 30, Councillor Strutton asked about the impact of a new ITIL Certified Service Desk Manager.  It was responded that the appointment had only recently been made and the Committee would be provided with further information in the next report.

 

At the conclusion of the discussion, the report was noted.

 

Resolved –  That details of the presentation be noted.

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