DELEGATED POWERS REPORT NO.

1662 SUBJECT: Transfer of Parking Permits Activity, Associated Staffing Resource and Apportioned Budget to Customer Services Control sheet All of the following actions MUST be completed at each stage of the process and the signed and dated report MUST be passed to Governance Service for publishing
All reports 1. Governance Services receive draft report Name of BGO Date 2. Governance Services cleared draft report as being constitutionally appropriate 3. Finance clearance obtained (report author to complete) 4. Staff and other resources issues clearance obtained (report author to complete) Legal clearance obtained from (report author to complete) Policy & Partnerships clearance obtained (report author to complete) Equalities & Diversity clearance obtained (report author to complete) The above process has been checked and verified by Director, Head of Service or Deputy (report author to complete) Signed & dated report, scanned or hard copy received by Governance Services for publishing Name of BGO Date Name of Fin. officer Date Name of Res. officer Date Name of Legal officer Date Name of P&P officer Date Name of officer Date Name Date Name of BGO Date Name of BGO Date Name of BGO Date Paul Frost 2/5/12 Paul Frost 2/5/12 Alex Altman 2/5/12 Robert Burns 2/5/12 Philippa Larbi 9/5/12 Andrew Nathan 27/4/12 Andrew Nathan 27/4/12 Declan Hoare 27/4/12 Paul Frost 18/5/12 Paul Frost 18/5/12 N/A

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10. Report published by Governance Services to website Officer reports: 11. Head of Service informed report is published and can be implemented. Cabinet Member reports: 12. Expiry of call-in period 13. Report circulated for call-in purposes to BMOSC Members & copied to Cabinet & Head of Service

Date Name of BGO Date Date

N/A N/A

ACTION TAKEN UNDER DELEGATED POWERS BY OFFICER (COUNCIL FUNCTION)

Subject

Transfer of Parking Permits Activity, Associated Staffing Resource and Apportioned Budget to Customer Services Assistant Director, Customer Services 10 May 2012
This the transfer of parking permits activity from the Environment, Planning and Regeneration Directorate to the Chief Executives Service involving deleting 4 posts in Environment, Planning and Regeneration, transferring 229,670 to Customer Services, creating 4 permanent Customer Services Officer posts and transferring 1 permanent Finance Assistant post for Environment, Planning and Regeneration, transferring to Customer Services . Andrew Cox Public Not applicable Appendix A Customer Services Officer role profile

Officer taking decision Date of decision

Summary

Officer Contributors Status (public or exempt) Wards affected Enclosures Contact for further information:

Andrew Cox, Customer Services Transformation Programme Manager, 020 8359 4889

Serial No. 1662

1. 1.1

RELEVANT PREVIOUS DECISIONS Cabinet, 12 June 2006 (Decision Item 6) approved the Customer Access Strategy. Cabinet Resources Committee, 28 November 2006 (Decision item 8) approved the Customer Access Delivery Plan. Cabinet, 3 December 2008 (Decision item 8) approved the proposal for officers to develop a detailed assessment of the overall model for public service commissioning, design and delivery including building a single public service access organisation (p.11) Cabinet, 29 November 2010 (Decision item 6) approved the One Barnet Framework and the funding strategy for its implementation.

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2. 2.1

CORPORATE PRIORITIES AND POLICY CONSIDERATIONS The One Barnet Programme has been introduced to deliver the strategy set out by the Future Shape Programme. Approval was given by Cabinet for three key principles to be adopted as the strategic basis for all future decision making: A new relationship with citizens A one public sector approach A relentless drive for efficiency.

2.2

The importance of redesigning our services around customers underpins the Corporate Plan and the One Barnet Framework, which aims to create a citizen-centred organisation. The delivery of high quality services will be achieved through better working partnerships with the citizens of Barnet and a variety of other public sector bodies. The proposals in this report forward the corporate priority of Better Services with Less Money. Through the transformation of all in-scope activities to a consolidated Customer Contact Centre we will be able to realise the better utilisation of existing resources.

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3. 3.1

RISK MANAGEMENT ISSUES Failure to implement the proposed transfer of these services will have a significant impact on the successful delivery of the One Barnet programmes overarching aim, this to create a customer-centric council and deliver a fiscal saving. To mitigate the risk presented through the outsource of a service that is not appropriately resourced, the proposed change will enable the establishing of a stable service, realising improved performance and financial savings pre transfer and presenting a suitable platform for the strategic partner to make agreed further improvements post transfer.

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3.3

Careful consideration has been given to whether this transfer is likely to raise significant levels of public concern or give rise to policy considerations. It is not anticipated that any concern will be raised in either instance. The appropriate Human Resources (HR) processes have been followed to enable the proposals to be delivered mitigating the risk presented by poor people process.

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4. 4.1

EQUALITIES AND DIVERSITIES ISSUES By consolidating customer services activities the Council will be able to respond to the individual needs of customers more quickly and efficiently, resolving a greater number of queries at the first point of contact. These improvements will be introduced mostly through development interventions and it is not expected that these will detrimentally impact either diversity or equality standards. To mitigate any equality and diversity risks for our customers, and wider stakeholders, the development plan for the service will ensure that any changes meet the requirements of customers in terms of convenience and ease of access, taking into consideration their varying needs. The equalities impact of the Parking services change programme, including outsource, continues to be monitored by the Parking outsource project management team. The transfer of activity and staff from Parking to Customer Services has followed the Councils Managing Organisational Change Policy including all relevant equalities requirements.

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5.

USE OF RESOURCES IMPLICATIONS (Finance, Procurement, Performance & Value for Money, Staffing, IT, Property, Sustainability) The proposals set out in this report have the following HR implications:

5.1

5.1.1 Deletion of the following posts within the Environment, Planning and Regeneration directorate. Post Number 50094184 50094343 50094655 50094186 Job Title Senior Information Officer Information Officer Information Officer Information Officer

5.1.2 The creation of four Customer Services Officer posts within the Customer Services team within the Assistant Chief Executives Service.

5.1.3 The transfer of the following post from the Environment, Planning and Regeneration directorate to the Customer Services team within the Assistant Chief Executives Service. Post Number 50028891 5.2 Job Title Finance Assistant

The proposals set out in this report have the following financial implications:

5.2.1 Transfer of 229,670 to Customer Services (cost centre 11052) centre. Cost Centre 10647 10647 10647 10647 10647 10647 10647 10647 10647 5.3 GL code 111700 111700 413000 422500 134100 413000 422020 133100 413020 Type Staffing Management overhead Permits materials Postage Advertising Printing Hardware Training Stationary Amount/ 159,089 27,978 19,000 12,500 820 4,000 2,154 1,120 3,009

There are no procurement, IT, property or sustainability implications.

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LEGAL ISSUES None save as set out in the context of the report.

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CONSTITUTIONAL POWERS The Councils Constitution in Part 3, Responsibility for Functions states in paragraph 6.3 that specific Chief Officers have powers to deal with staffing and other statutory matters for which the Council is responsible. The Councils Constitution in Part 3, Responsibility for Functions states in paragraph 6.2 that Chief Officers may use whatever means they consider appropriate to discharge the functions allocated to them including engaging and deploying staff.

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7.3

This is a minor decision that does not fall within the criteria requiring a decision by the General Functions Committee. In particular we do not consider that this represents major changes in working practices (Council Constitution, Part 3 Responsibility for Functions, p.16).

7.3.1 These changes only have implications for the staffing and management under the control of the Chief Officer exercising the delegated powers. 7.3.2 No compulsory redundancies will arise from the changes. 7.3.3 The posts which are being deleted are either vacant, or all individuals affected by the changes are in agreement and have been assimilated into the new posts. 7.3.4 All new posts created within the organisational structure are within budget. 7.3.3 Formal consultation has concluded with the staff affected and the trade unions and no notification of a failure to agree has been received. 7.4 This report will be sent to the Chairman of the General Functions Committee.

8. 8.1

BACKGROUND INFORMATION The creation of a joined-up Customer Service function has been council policy since June 2006 since the approval of the Customer Access Strategy. The One Barnet Programme has recently completed a scoping exercise to identify all customer service activity across the council. The transferring activity was identified as in scope to be delivered by Customer Services through the scoping exercise completed during 2011. The move of this activity will enable a greater focus and management oversight to drive substantial improvements for the customer.

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9. 9.1

LIST OF BACKGROUND PAPERS None

10.

OFFICERS DECISION I authorise the following actions from 1 May 2012:

10.1

The deletion of the following posts from the Environment, Planning and Regeneration Directorate: Post Number 50094184 50094343 50094655 50094186 Job Title Senior Information Officer Information Officer Information Officer Information Officer

10.2

Creation of four new Customer Services Officer posts within the Customer Services establishment Transfer of the following post from the Environment, Planning and Regeneration Directorate to Customer Services. Post Number 50028891 Job Title Finance Assistant

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10.3

Transfer of 229,670 to Customer Services from the Environment, Planning and Regeneration Directorate.

Signed

Date

Assistant Director, Customer Services 10 May 2012

Appendix A Customer Service Officer Role Profile Job Title Barnet Band and scale range Reports to Service area Number of staff responsible for Budget responsibility () Customer Service Officer SCP 21 23 # 24 27 # 28 - 31 Customer Service Team Leader Customer Service None None

Purpose of Job: To provide a professional, best in class, comprehensive service to Barnets customers through a range of contact methods: o telephone o e-mail & web transaction o correspondence o Face to face Develop and deliver excellence and expertise in a minimum of two of the areas of expertise detailed above (please note face to face contacts will require enhanced CRB checks) To actively promote a culture of customer care across the organisation by putting the customer first and when necessary advocating on their behalf Where possible resolve requests at the first point of contact Lead by example by being professionals in this role Contribute to the transformation of customer service to better meet the needs of its customers

Customer Focus To be committed to providing excellence in customer care to all customers or visitors to Barnet, dealing with people in a professional, efficient and courteous manner. Acting as their advocate and seeking to achieve a resolution at the first point of contact. In some instances this will involve dealing with distressed customers To be sensitive to the needs of different customer groups and arrange appropriate support to ensure fair and equal access to services To problem solve and provide effective solutions to a range of different enquiries or complaints regardless of the access channel used by the customer To keep abreast of changes to council services and provide accurate information to customers about the council and its services in accordance with the customer care standards Work to achieve the customer care standards and targets set by the management team, providing customer service statistics when necessary

To work with colleagues and managers to identify backlogs, areas for improvement and details of any remedial action to be taken, seeking to suggest improvements to enhance customer satisfaction, efficiencies and effectiveness of the service

Team Working and Performance To work within a pressurised team environment and be a committed team player supporting in a continually changing environment Participate in sharing knowledge and skills, carrying out routine training for new staff on systems and processes Prioritise and plan own workload and continuously improve on personal performance To contribute to the general work of the team, within the scope of the grade. This may include for example keeping reception areas tidy, dealing with an escalated incident, helping a customer complete a form.

Communication To communicate and work with customers and service areas to resolve complex queries, this may include interviews, research and feeding back to those involved in a professional but sensitive way Liaise with other departments, external organisations and attend meetings to improve service delivery through the sharing of experience and best practice in customer service Encourage customers to use the most appropriate channels of communication, alerting them to alternative forms of access into the council Carry out regular updates to information across a range of subjects, organising, categorising and communicating complex information across a range of disciplines, internal services and external organisations

Information Technology and Management Ability to navigate IT technology, searching relevant systems and use own knowledge to provide information, advice and guidance to resolve queries. Use appropriate IT systems to capture enquiries, requests, complaints and compliments accurately To contribute to continual improvements in customer service delivery by embracing all new IT and systems development and best practice Flexibility Work with a degree of flexibility required to perform work not specifically referred to above although falling within the scope of the post at the appropriate grade Health and Safety Ensure safe and efficient delivery of service by achieving high standards of health and safety and reducing risk

Council Commitment to Equalities Deliver the councils commitment to equality of opportunity both in the provision of services and as an employer. Promote equality in the work place and in the services the council delivers Qualifications required Type Professional qualifications/ memberships Education Level required None Can demonstrate a good standard of Literacy and Communication skills

Technical / Knowledge Requirements Type IT skills Description Ability to obtain information relevant to the delivery of excellent customer service using a range of information systems

Behavioural Competencies Competency Delivering excellent customer service Competent in use of call centre technology Delivery of Council Priorities Flexible in approach to working styles Flexible approach to meeting customer needs Literacy and Numeracy skills Manage competing priorities Flexible service delivery Key to role Proven ability to manage effective customer interactions using all communication mediums In order deliver the service effectively and efficiently Understand the Council Priorities in the context of the delivery of high quality customer service Able to work independently and as a member of a team according to the demands of service delivery in order to give high quality advice and resolve customer enquiries An awareness of and empathy for all customers and ability to understand their needs in order to deliver an effective customer centred service Able to demonstrate a high standard of literacy and able to construct letters and e-mails to customers Able to demonstrate the ability to work in a demanding environment where customer interactions may be stressful and time consuming Demonstrates a commitment to the delivery of the service being flexible when the needs of the service or customer demand it