Chichester District Council
Issue

Issue - meetings

Internal Review of Revenues, Benefits and Customer Services

Meeting: 09/07/2019 - Cabinet (Item 20)

20 Revenues, Benefits and Customer Services Review Post Project Evaluation (PPE) pdf icon PDF 56 KB

The Cabinet is requested to consider the agenda report and its appendix and to make the following resolution:

 

That the Post Project Evaluation (PPE) report included in Appendix 1 be approved.

Additional documents:

Decision:

RESOLVED

 

That the Post Project Evaluation (PPE) report included in Appendix 1 be approved.

Minutes:

Mr Wilding introduced the item. Mr Buckley, Mr Jobson and Mrs Rogers were also present. Mr Wilding explained that the Post Project Evaluation (PPE) followed an internal review of Revenues, Benefits and Customer Services. He outlined the key workstreams as follows:

 

·       The transfer of the Revenues and Benefits customer contact from the back office to the Customer Services team.

·       A review of the Revenues and Benefits processes.

·       Identification of future reduction in customer service staffing levels following analysis of customer interaction with the council.

·       New software investment to increase the level of online functionality.

 

Mr Wilding drew attention to the appendix on pages 95 – 98 of the agenda pack detailing performance and financial tables. He highlighted where there had been success and where targets are still to be met. He clarified that although the project is £34,000 over budget due to additional redundancy costs this had been highlighted as a project risk in the original Project Initiation Document.  Mr Wilding confirmed that £181,000 of the £223,000 anticipated revenue savings had already been met and overall the review had been a success.

 

Mr Buckley clarified the table at paragraph 4.2 of the report. He explained that the first four columns detail targeted savings with the final column detailing the achievement to date. He confirmed that the remaining piece of work is the integration of the revenues and benefits customer contact into the central customer contact centre which is scheduled for next year. 

 

Mr Dignum requested confirmation of whether the number of FTE’s made redundant was in line with the budget. Mr Buckley confirmed that this was the case as the additional spend had come from the cost per FTE rather than the number of FTE’s.

 

Mr Dignum also requested an explanation of the channel shift savings. Mr Buckley explained that the annual council tax billing process had been completed prior to the introduction of the new online service and therefore the savings would be deferred to the 2020-2021 budget.

 

Decision

 

The Cabinet then voted unanimously to make the resolution below.

 

RESOLVED

 

That the Post Project Evaluation (PPE) report included in Appendix 1 be approved.

 


 

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