You are on page 1of 17

New Support and Customer Service Organisation (NSCSO) Business Case Briefing February 2012

For internal staff use only

NSCSO why are we procuring these services?


A new relationship with citizens: services designed and delivered around customers needs, provide the best possible customer experience, and enable customers to help themselves and each other including enabling selfservice wherever possible.
A one public sector approach: support the requirements of all public sector partners and drive better multi-agency working A relentless drive for efficiency: minimise the cost of the service and maximise the accessibility of the service to customers; be innovative and take advantage of evolving technology, thinking and practice; maximise the value the council achieves from all its assets (capital and revenue).

Competitive Dialogue Overview Plan


Predialogue
General prep PQQ issue and eval

Jan 2013

Dialogue 1 Dialogue 1

Evaluate and downselect

Dialogue 2

Dialogue 2 Phase 1

Evaluate

Post-dialogue

Preferred bidder & contract award

Transitio n& mobilisa tion

The story so far

Your Service Leads involvement in the project


service lead meetings link between project and staff output specifications and KPIs current performance measurement data room and clarification questions due diligence meetings dialogue evaluation and scoring.

Shortlist for Competitive Dialogue 2

The two bidders that achieved the highest scores in the evaluation: BT Capita

Projected total financial benefits over ten years


prudent: 39m optimistic: 63m
Thousands

(revised baseline)

44,000 42,000 40,000 38,000 36,000 34,000 32,000 30,000 Year 0 Year 1 Year 2 Year 3 Year 4 Year 5 Year 6 Year 7 Year 8

Current baseline Provider baseline

Revised baseline

Year 9

Year 10

Prudent savings forecast

each of the outline solutions contained financial benefits that exceed the prudent savings forecast which has been used to develop the MTFS.

The financial baseline given to bidders


expenditure baseline of 38,099k and income baseline of 13,551k
Baseline as at November 2011 - 000s
Gross 11/12 Expenditure One* Barnet 2011/12 One* Barnet 2012/13 Retained Client Revised Expenditu re Total 11/12 Income

since the June 2011 business case, expenditure has increased by 176k and income has decreased by 95k
this baseline will be further amended for dialogue 2 in March 2012 including budget savings for 2012/13 figures for procurement, customer services and IS are subject to change following current consolidation work.

Service

FTE

Procurement Customer Services Estates Finance Human Resources Information Systems Revenues and Benefits Corporate Programmes Total

29 46 79 111 81 75

1,949 2,246 13,506 5,033 4,121 9,847

(2) (38) (69) (421)

(8) (1,204) (112) (155) (772)

(75) (113) (215) (857) (1,087) (442)

1,864 2,133 12,087 4,026 2,810 8,212

32

115 5,523 1,243

2,371

2,314

156
13 590

6,882
656 44,240

(530)

(2,251)

(571)
(3,360)

6,311
656 38,099

1,297

656

13,551

* Support costs in respect of other projects (e.g. DRS, LATC) that are not part of the scope of NSCSO

How a partner will deliver the benefits


economies of scale
ability to invest in people, process and technology (e.g. automation and self-service)

focus on performance management


commercial expertise bring innovation from their existing contracts, investment in research and links to central government.

Investment in services
substantial m investment in new and replacement systems

investment geared to enabling staff and customers to access service information, communicate and transact more efficiently
IT platforms that will allow other public sector organisations to use the CSO bidders keen to invest in continuing traded services to schools and extending to others.

Potential benefits for staff


expertise and insight from new colleagues and best practice methodologies from a wider pool of peers
greater experience of industry standards and how they inform business practice across organisations wider opportunities for personal development that could lead to promotion training courses opportunity to work on varied contracts new commercial skills

more developed talent management and succession planning programmes.

Making sure the partner delivers the benefits


Price Performance Mechanism/ KPIs
Service Specific Outputs e.g.

Gain Share Clause


Open Ended Benefits for Council e.g. Procurement savings; Increase in in-year C tax collection Decrease in writeoffs Increased 3rd party / trading income Development profit All of these may include guaranteed and risk/reward elements.

Indemnities Clause
Protecting Council from loss from Partner failure

Super KPIs
Cross-cutting outcomes e.g.

e.g. Loss of grant income through incorrect/late filing of claim; Fine payable by Council for noncompliance with regulation or legislation; Death / personal injury claim against Council caused by Health and Safety breach by partner.

Close accounts by due date;


% availability of IT network; % of customer queries resolved at first point of contact; % cost overrun on capital projects; % accuracy of benefits assessments

Improved customer satisfaction


Reduction in customer journey times Improved public health Increased local economic activity

TUPE transfer commitments


September 2011 Open Letters to Staff full and final proposal to be implemented affects major contracts for outsourced services including the NSCSO transfer.
For transferring staff: continued LGPS membership uninterrupted and unchanged local TU recognition will be protected terms and conditions protected for at least one year.

Any subsequent changes to terms and conditions will be negotiated with the appropriate TU.

Meet the Bidders Days


your chance to meet the bidders entering into CD2
bidders will offer an insight into working for their business give you a chance to ask questions to be held last week in March 2012 bidders to send invitations to staff via the project team (staff names would not be released to bidders until after contract award).

When will we be talking to you?


2011
Summer Staff Briefings Autumn Winter Staff Briefings Spring Summer Staff Briefings Meet the Bidders Management updates through Team Meetings

2012
Autumn Winter

Mobilisation Inform & Consult on Measures

Trade Union Inform and Consult

Staff Group TUPE Workshops Change and Me TUPE Workshops Change and Me

Weekly update from the NSCSO project team and Intranet site

Additional support for you through the process


Staff Group feedback to colleagues ensure you know the staff representative in your service. Change and Me Workshops further details in the weekly message and intranet. Employee Assistance Programme staff on the helpline are specially trained to give assistance to staff on a wide range of issues the helpline can be reached by calling 0800 243458. Or by emailing assistance@workplaceoptions.com.

Questions?

onebarnet@barnet.gov.uk

You might also like