comhairle nan eilean siar...strategic objective: 2.6.2.(no 16) continuous improvement in the...

FINANCE AND CORPORATE RESOURCES

DEPARTMENT

Comhairle nan Eilean Siar

April 2012 - March 2013

Action and KPI Progress Report

Action and KPI Progress Report - FINANCE AND CORPORATE RESOURCES DEPARTMENT - April 2012 - March 2013

OVERALL PERFORMANCE - FINANCE AND CORPORATE RESOURCES DEPARTMENT

Actions

On Track 73.6%Monitoring Required 11.3%Off Track 15.1%No Targets Set/ Ongoing 0.0%

Total: 100.0%

53 Actions reported on

39

6

Actions with no target set / ongoing

8

0

Actions with at least 100% of target

Actions greater than 79 and less than 100% of target

Actions with less or equal to 79% of target

KPIs

On Track 75.8%Monitoring Required 6.1%Off Track 18.2%Annual 0.0%

Total: 100.0%

KPIs off track

KPIs reported on

KPIs monitoring required

KPIs on track 25

2

6

33

Annual KPIs

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Accountancy

Business Unit Overall Performance - Accountancy

Actions

On Track 75.0%Monitoring Required 25.0%Off Track 0.0%No Targets Set / Ongoing 0.0%

Total: 100.0%


Actions reported on 8

6

2

0

0




KPIs


Total: 100.0%

KPIs reported on


KPIs on track

KPIs off track

2

0

0

2

0 Annual KPIs

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Comments - Accountancy

Quarter 4 Progress Comment:

The main focus over the first part of the final quarter has been the completion of the budget setting process. The budgets for 2013/14 and 2014/15 were agreed by the Comhairle on 14

February 2013.

The initial phase of work on the setting the Capital Programme for 2013-18 was agreed by the Comhairle in March 2013. The programme, which at £42.5m is smaller than previous

programmes, allocates resources for core and statutory works that would minimise any risk to services and key development projects. The next phase in progressing the programme will be

reports to the June series, in which the lead Director for projects will bring forward proposals on priorities, timing and procurement methodologies for the delivery of each element of the

programme.

Routine returns and grant claims have also been submitted in line with timetables. The final claims and the audited return for the Islepact project have been submitted and the THI final claim is

due to be completed.

As previously reported, due to short term staffing changes, work on the implementation of the Budgeting and Asset Accounting modules of the financial management system has not

progressed as quickly as anticipated. Although set up work on the Budgeting Module has now been completed, the timing of the process did not allow for its use in this year’s exercise, but it

will be rolled-out to facilitate work on the 2014/15 budget. The Asset Accounting module is now ready for the take-on of data and it is intended that once the final accounts process is completed

using existing systems, the new module will be tested using the current year data.

The focus for the next quarter will be the completion the Final Out-turn reports for the Committee meetings in the first week in June and the submission of the Draft Accounts for audit.

Norman Macdonald, Chief Accountant, 6 May 2013

Action Progress - Accountancy

2.6.1. (NO 16) Improved Comhairle customer services and access to them.Strategic Objective:

Service Profile

Accountancy

ACTION RESPONSIBILITY PERFORMANCETARGET% COMP.END DATESTART DATEACTION STATUS

2.6.1.1.(LO7) Produce Annual Accounts by the

statutory deadline with no qualifications

Completed 01/04/2012 30/09/2012 100% 100%Norman Macdonald - Chief

Accountant

ACTION PROGRESS COMMENTS

Audit completed and Accounts signed off by external auditors on 28 September 2012, with no qualifications.

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2.6.2.(NO 16) Continuous improvement in the efficiency of our delivery and the quality of public services and customer satisfaction.Strategic Objective:

Service Profile

Accountancy


2.6.2.1.(LO7) Co-ordinate the production of the

Comhairle's budget in line with the timetable


Accountant


Following a lenthy process, which involved two series of public consultation meetings and a number of Members Seminars which looked at the proposals in detail, the budgets for the two

years from 2013 - 2015 were agreed by the Comhairle on 14 February 2013.

Service Profile

Accountancy


2.6.2.6.(LO7) Improve project monitoring within

the Comhairle with the use of the Integrated

Project Manager module on Interplan


Accountant


The section is not currently involved in any projects requiring the use of the IPM Module

Service Profile

Accountancy


2.6.2.70.(LO7) Co-ordinate the development

and setting of the Capital Programme for

2013-17 in line with the corporate timetable

In Progress 01/12/2012 31/03/2013 90% 100%Norman Macdonald - Chief

Accountant


Following on from work completed by officers on determining the level of resources available for the programme, Members Seminars were held on 17 Decemeber 2012 and 20 March 2013

to consider strategic options for the programme. A balanced programme with an allocation for core and statutory works that would minimise any risk to services, whilst also allowing for

investment in key development projects was recommended by the Comhairle in March 2013. The next phase in progressing the programme will be reports to the June series, in which the

lead Director for projects will bring forward proposals on priorities, timing and procurement methodologies for the delivery of each element of the programme.

Service Profile

Accountancy


2.6.2.139. (LO7) RISK TREATMENT -

Structured budget setting process focussed on

Comhairle priorities

Completed 27/09/2012 31/03/2013 100% 50%Robert Emmott - Director of Finance

and Corporate Resources


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Service Profile

Accountancy


2.6.2.141. (LO7) RISK TREATMENT -

Comhairle contracts to transfer the risk of

overspending to the other party (not applicable

to all projects)

Completed 27/09/2012 31/03/2013 100% 50%Robert Emmott - Director of Finance

and Corporate Resources


2.6.3.(NO 16) Improved Financial services that support the Service Delivery of the ComhairleStrategic Objective:

Service Profile

Accountancy


2.6.3.1.(LO7) Implement the Asset Accounting

and Budgeting modules of the Authority

Financials system

In Progress 01/04/2012 31/03/2013 80% 100%Norman Macdonald - Chief

Accountant


As previously reported, due to short term staffing changes, work on the implementation of the Budgeting and Asset Accounting modules has not progressed as quickly as anticipated.

Although set up work on the Budgeting Module has now been completed, the timing of the process did not allow for its use in this year’s exercise, but it will be rolled-out to facilitate work on

the 2014/15 budget. The Asset Accounting module is now ready for the take-on of data and it is intended that once the final accounts process is completed using existing systems, the new

module will be tested using the current year data

Service Profile

Accountancy


2.6.3.2.(LO7) Continue to provide service

accountancy, advice and support


Accountant


This is the main element of work undertaken by accountancy staff and includes the year end and budgeting preparation and monitoring cycles, together with the provision of ad hoc advice

and support on specific projects. During this period, these have included the completion of European project claims, provision of support in relation to tenders and the supporting of

departments in the finalising of budget savings proposals and draft budgets.

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Scorecard - Accountancy

Accountancy 2012/13 SBP PIs Unit Target Actual Indicator Comments

(LO7) Comhairle budget set in line with timetable % 100.00 100.00

(LO7) Annual accounts completed on time and number of

qualifications zero

% 100.00 100.00

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Customer Services and Information Technology (IT)

Business Unit Overall Performance - Customer Services and Information Technology (IT)

Actions


Total: 100.0%



18

2

1

0




KPIs


Total: 100.0%

KPIs reported on


KPIs on track

KPIs off track

4

0

0

4

0 Annual KPIs

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Comments - Customer Services and Information Technology (IT)


A very satisfactory year in terms of project completion. The projects that fell out-with the target completion times were delayed by issues beyond the control of IT.

KPIs have been met, with the exception of Customer Satisfaction with IT Services, and this is being built into the new Helpdesk system to give users an opportunity to comment on the work of

the Section.

All other projects are progressing satisfactorily and agreement on funding for server virtualisation has now been reached with an expected completion date of October 2013.

Customer Services continues to build on its earlier work and extend its service portfolio and this is reflected in the improved and very positive response from the public in its annual Customer

Satisfaction Survey.

Angus MacArthur, Head of Customer Services and IT, 8 May 2013

Action Progress - Customer Services and Information Technology (IT)

2.6.1. (NO 16) Improved Comhairle customer services and access to them.Strategic Objective:

Service Profile

Customer Services


2.6.1.2.(LO7) Expand the range of services

offered by the Corporate Customer Services

team

In Progress 01/04/2009 31/03/2013 81% 100%Malcolm Macpherson - Customer

Services Manager


Customer Services have now implemented Lagan at all main offices and useful contact information is being captured and will be used to direct the next phases of activity. Predicted savings

have been achieved and work continues to move services to the online channel. Service changes are now being integrated into the day to day operational activities of the Comhairle.

Current activity is centred on fault reporting and winter maintenance, with a view to customer services handling customer contact on behalf of Technical Services.

Customer Contact relating to winter maintenance successfully transferred to Customer Services in December 2012. This has enabled technical officers and road engineers to focus on their

core activity as well as providing management information and an audit trail of customer contact.

CRM activity is focussed on reconfiguring service specific scripts to a cross departmental menu of pay, book, apply, report. Customer contact will be at its peak over the three months with

the teams' focus being on managing both the volume and range of issues arising from both annual billing and changes to the welfare system.

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Service Profile

Strategy


2.6.2.17.(LO7) Agree the Comhairle's approach

to future Wide Area Network (WAN) services.

In Progress 01/04/2011 31/03/2014 75% 75%Angus MacArthur - Head of

Customer Services and Information

Technology


Connected Communities contract expired 31 March 2013. However, discussions have taken place with Pathfinder North to determine whether it is in the Comhairle's best interests to be

part of the new re-procurement. Awaiting response from Highlands and Islands Enterprise (HIE) on contract renewal.

Re: Broadband UK (BDUK) Project, PSN and McClelland Report.

October 2012: the Comhairle agreed in principle to join SWAN as part of the PFN partnership.

March 2013: meeting with SG/HIE/THC to better understand impact of SWAN on community broadband services.

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Service Profile

IT Technical Support


2.6.2.18.(LO7) Apply Windows 2008, server

Operating System, to all Windows Servers

(current versions will soon be de-supported so

it is necessary to move to the latest version)

In Progress 01/04/2011 30/11/2014 55% 55%Catriona Macmillan - Senior Analyst

(Technical Support)


Training now complete and upgrade programme scheduled to start 5 September 2011. Upgrade programme now underway.

Awaiting virtualisation project funding.

July 2012: The new '2008' domain has been created and all policies are running on this domain. We are currently going through our virtualised servers, upgrading those to '2008'. Due to

the small size of the c-drive on our '2003' physical servers, we are awaiting funding for virtualisation before we upgrade those physical servers to '2008'. Virtualisation allows us to create

larger drives. Once funding for virtualisation is secured the %age targets will increase on this project.

March2013:

Out of the 45 virtualised servers 27 are awaiting upgrade to Windows 2008. This is expected to be complete by April 2013. The only exception to this is where the system running on a

server is not compatible with Windows 2008. The start of the virtualisation project will allow us to upgrade our current physical servers once they are virtualised. This project has been

extended as this work is dependend on the completion of the virtualisation project.

Service Profile



2.6.2.19.(LO7) Ensure that new video

conferencing units in the new meeting rooms

are set up to run over Internet Protocol (IP), to

reduce operating costs and improve the facility


(Technical Support)


Investigation into the WAN consequences of video over IP is underway. Report from Atkins is expected by October 2011 and an implementation plan agreed. Discussions also held with BT

and Avaya.

Although Atkins report not yet delivered it is not anticipated at this stage that this will materially affect the overall target dates.

July 2012: Most of the background work has been completed on this project. We are currently speaking to JANET regarding a 'bridge' to allow CnES to VC over IP and communicate with

other sites running ISDN. Testing over IP has been completed. The next stage will be to test using the 'bridge'.

December 2012 - VC over IP project delayed as other priorities interfered with early completion. It is fully expected that this will be complete by end March 2013.

March 2013:

All VC units, except for 3, are curently working over IP. The three remaining VC units will be converted by the end of March. Request to cease ISDN lines associated with VC will be made

to BT April 2013.

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Service Profile

IT Business Support


2.6.2.20.(LO7) Evaluation of electronic

document readers to reduce the amount of

printed material for Committee meetings

Completed 01/12/2010 30/04/2012 100% 100%Robert MacLeod - Senior Analyst

(Business Support)


4 iPads have been purchased and are currently being evaluated by users and being tested by technical staff. The objective is to have suitable electronic readers fully adapted to the

Comhairle's systems and ready for distribution to new Councillors by May 2012.

iPads deployed successfully for June 2012 Series.


Service Profile



2.6.2.21.(LO7) Exchange e-mail upgrade

programme

Completed 01/04/2011 30/04/2012 100% 100%Catriona Macmillan - Senior Analyst

(Technical Support)


Awaiting staff training for the project to be initiated. No further progress to report at the end of the quarter as staff were diverted to the IPT project. Completion date has been revised to April

2012.

Planning is currently underway and implementation scheduled for December 2011 - March 2012 with a Live date of April 2012.

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Service Profile

IT Business Support


2.6.2.22.(LO7) Implement a homecare

management computer system and improve the

Homecare Service in respect of managing and

scheduling appropriate homecare throughout

the area.

In Progress 01/04/2011 30/11/2012 65% 100%Robert MacLeod - Senior Analyst

(Business Support)


The homecare management computer system has been implemented and the system is functioning correctly. However, there are some errors in calls being engaged. Compliance and

contractual issues remain a priority as do payroll.

The system functionality is still in pilot and testing. This coupled to contractural change and clarity on business rules necessitate a pause in roll-out although background work is continuing.

Training in reporting via SQL has taken place and we are working with Social Work payroll to try and create efficiencies in what is a manual process.

Migration from pilot to an 'operational' state in the pilot area is being addressed but requires to be passed by the Steering group.

Service Profile

IT Business Support


2.6.2.23.(LO7) Implement an online booking

system service for Ionad Spòrs Leòdhais users

to enhance the service, reduce administrative

overheads and ensure more effective control

for leisure centre staff


(Business Support)


Project delayed as the assigned officer has left the Comhairle. The project is to be re-assigned to another member of staff and will be initiated over the next two months.

Planned meeting with Leisure staff to agree future of the project.

18 March 2013 - work on this project has now ended as the cost of implementation did not represent Best Value to the Comhairle. The department are looking at alternative approaches.

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Service Profile



2.6.2.24.(LO7) Implement automatic e-mail

encryption.

(This is an additional facility to address an area

of weakness and support aspects of the wider

Information Security agenda and will allow

individual e-mail attachments to be encrypted)


(Technical Support)


Automatic e-mail encryption has been delayed due to heavy workload but it is expected that this will be rolled out prior to end March 2013.

March 2013:

Encryption sytem is in place but awaiitng agreed policies. Once policies in place instructions will be sent to all Outlook users.


Service Profile

IT Business Support


2.6.2.25.(LO7) Implement channel shift strategy

by developing electronic forms for service

requests via the website.


(Business Support)


Initial discussions have been held with Lagan and agreement reached on the procurement of the Connect2Tell module for the development of online electronic forms that will support the

channel shift strategy of the project.

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Service Profile

Strategy


2.6.2.26.(LO7) Implement the Comhairle's

Security Action Plan (response to Information

Commissioner's additional powers to fine public

bodies for careless handling of confidential data

as well as the Comhairle's duty to protect

sensitive information).

Completed 01/04/2011 31/03/2013 100% 100%Angus MacArthur - Head of


Technology


Individual items of the Security Action Plan continue to be implemented.

Outstanding items now risk assessed and prioritised.

Further analysis has raised the question of whether the plan, in its current form, best reflects the latest issues in Information Security. It is proposed that the current plan is brought to a

conclusion by March 2013 and that a new plan be developed, followed by appropriate Quality Assurance and that it be brought to the ISMG for approval.


Service Profile



2.6.2.27.(LO7) Initial roll-out of virtualised

servers


(Technical Support)


This project has been put on hold until funding is identified. We have a fully operational virtualised environment hosting 40 VMs. We have now reached a stage where the infrastructure is

unable to support any more VMs. Along with replacing the infrastructure, we have still to virtualise 55 physical servers.

March 2013:

Project just going through the tender process. There are two bidders. Tender award should be completed by end of March 2013 with project start, April/May 2013, completion by Dec 2013.

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Service Profile

Strategy


2.6.2.28.(LO7) Prepare and submit bid for any

new Hebridean Housing Partnership tender

(current contract expires 30th September 2012)



Technology


Contract has been extended until 30th September 2012.

Service Profile

Strategy


2.6.2.29.(LO7) Prepare for the implementation

of a revised Disaster Recovery Service

(dependent on the availability of appropriate

capital funding and a suitable alternative

location).



Technology


Agreement has been reached in principle with the NHS to implement a reciprocal sharing of secure machine rooms that will act as backup recovery centres for each organisation's IT

systems. The initial work to establish a duct between both locations is being managed by Technical Services with expected completion by December 2011. Following this the fibre will be run

and terminated between December 2011 and March 2012.

The conclusion of an appropriate legal agreement along with Bardon's decision to close their tar plant from mid-January 2012 to mid-February 2012 delayed this phase of the project until

end April 2012.

Ducting successfully concluded by June 2012 and tender for installation of fibre to be completed by August 2012 with switches installed by December.

Tender exercise completed July 2012 and awarded to Xtreme but installation delayed pending agreement with NHS.

Fibre installed and tested. Awaiting delivery of switches and rollout of virtualisation project - January 2013

March 2013 update - virtualisation tender to be awarded by 25/03/13 with project commencing by beginning April 2013.

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Service Profile



2.6.2.30.(LO7) Provide 24x7 access to some

systems without incurring downtime for

overnight back-ups and ensure much quicker

recovery time in the event of serious system

problems

Not Started 01/07/2012 31/07/2014 0% 0%Catriona Macmillan - Senior Analyst

(Technical Support)


This project is a follow-up to the main DR project. It will be necessary to have the backup infrastructure in place before this project can commence.

March 2013:

This project is dependent on the completion of the virtualisation project, which is due for completed by Dec 2013. This project will implement SRM, licenced for 25 servers.

Once infrastructure in place at DR site, identification of servers and testing will form the main part of project.


Service Profile

Customer Services


2.6.2.125.(LO7) Customer Satisfaction Completed 01/04/2012 31/03/2013 100% 100%Malcolm Macpherson - Customer

Services Manager


Redesigning services around the needs of the customer, embracing corporate customer care standards and establishing a coordinated approach to self assessment and customer

satisfaction are key themes within the customer service strategy recommended to Committee in June 2012.

CMT was committed to a rolling programme of direct user surveys to measure Customer Satisfaction within service areas.

The Customer Service Strategy (2012-2016) was approved by the Comhairle in June 2012. Customer Satisfaction Measurement will be implemented in accordance with the Best Value 2

Action Plan. Updated Customer Standards were a central theme of the strategy. Awareness and promotion of these standards will be actioned through the Customer Service Steering

Group.

A Customer Satisfaction Survey was conducted on service delivery within the Town Hall and the findingd reported to the Customer Service Steering Group.

Customer Satisfaction Results were reported to the Customer Service Steering Group in Nov 2012. The results are very positive and have improved further despite the high initial standard

set in 2011. The overall satisfaction score was 95.7% from 185 responses. Staff attitude again scored extremely high (96.7%) with “professional, friendly, efficient and fast” being recurring

themes from comments left.

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Service Profile

IT Business Support


2.6.2.126.(LO7) Website Development Completed 01/04/2012 31/03/2013 100% 100%Robert MacLeod - Senior Analyst

(Business Support)


Landing page redeveloped.

Search improved.

A-Z improved.

Deployment of landing page with new look and feel scheduled end of August 2012.

02/10/12 we have been working on 'look and feel' of improved site. Browser compliance has been a challenge. We have embedded the Google Search Algorithm to improve the search

functionality and are testing on CMS for migration. Go live on new look and feel by end of October 2012.


Service Profile

Strategy


2.6.2.127.(LO7) Refresh ICT Strategy Completed 26/01/2012 21/06/2012 100% 100%Angus MacArthur - Head of


Technology


ICT Strategy approved by the Comhairle June 2012.


Service Profile

IT Business Support


2.6 .2 .128 . (LO7) Ongo ing suppor t &

maintenance of all corporate applications

In Progress 01/04/2012 31/03/2013 99% 100%Robert MacLeod - Senior Analyst

(Business Support)


The IT Business Support Service provided ongoing support & maintenance of all corporate applications as and when required.

Service ongoing however loss of staff and staff on fixed term contracts is providing cause for concern, particularly regarding resource on channel shift strategies across business units.

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Service Profile



2.6 .2 .130 . (LO7) Ongo ing suppor t &

maintenance of all IT hardware infrastructure

and networks.

Completed 01/04/2012 31/03/2013 100% 100%Catriona Macmillan - Senior Analyst

(Technical Support)


July 2012 - Appropriate 3rd party contracts have been signed and in-house support is ongoing.

March 2013

Appropriate 3rd party contracts have been signed for the forthcoming year. External training provided to technical staff where budget allows but mostly internal training provided within the

unit itself in order to provide ongoing internal support for servers, desktops, infrastructure and security.


Service Profile

Customer Services


2.6.2.131.(LO7) Refresh Customer Services

strategy

Completed 26/01/2012 21/06/2012 100% 100%Malcolm Macpherson - Customer

Services Manager


The Customer Service Strategy for 2012-2016 was approved at the June 2012 series of Policy & Resources.

Scorecard - Customer Services and Information Technology (IT)

Customer Services and Information Technology (IT) 2012/13 SBP PIs Unit Target Actual Indicator Comments

(LO7) Percentage of customers satisfied with quality of Customer

Services

% 75.00 95.68

(LO7) Percentage of staff completing training identified as being

appropriate to their post

% 100.00 100.00

(LO7) Customer satisfaction with IT services % 75.00 95.10

(L07) Percentage of system availability Mon-Fri 8am - 6pm % 96.00 97.46

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Exchequer Services

Business Unit Overall Performance - Exchequer Services

Actions


Total: 100.0%



13

2

7

0




KPIs


Total: 100.0%

KPIs reported on


KPIs on track

KPIs off track

16

2

6

24

0 Annual KPIs

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Comments - Exchequer Services


Performance within Exchequer Services for 2012/13 is one of improvement alongside the challenges of delivering services with smaller teams and in times of change.

In Business Management payroll performance had improved and, although the implementation of improvements to the Resourcelink system have yet to be implemented, anticipated

efficiencies will be delivered in 2013/14.

In Revenues and Benefits the Council Tax collection rate exceeded the target for the first time in 10 years. Sundry debt collection was in excess of 91% and NDR collection was 0.29% short of

target. Processing times have continued to improve following the implementation of the Audit Scotland and DWP action plans. Further progress relating to customer surveys in 2013/14 will

see the action point relating to the plan achieved.

In Procurement, the achievement of a Procurement Capability Score of 40%, exceeding of the 35% target, was testimony to the work undertaken by the team to establish and implement

standard processes for goods and services and improve operational efficiency. Further progress with the use of electronic orders and intelligent scanning will see actual performance nearer to

target in 2013/14.

Helen MacKenzie, Head of Exchequer Services, 27 May 2013

Action Progress - Exchequer Services


Service Profile

Revenues and Benefits


2.6.2.32.(LO7) Implement Housing Benefit (HB)

Audit Action Plan

In Progress 01/04/2010 31/03/2013 70% 100%Jenny Macleod - Revenues and

Benefits Manager


Delivery of action plan underway. Audit Scotland have reviewed evidence to date and are happy with the progress which has been made. Audit Scotland no longer requiring updates on the

progress.

The main oustanding item is carrying out customer surveys. It is planned to undertake this work after the summer following the full implementation of the 2013 welfare reform changes

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Service Profile

Business Management


2.6.2.33.(LO7) Implement resourcelink web

expenses

In Progress 01/04/2010 01/08/2012 80% 100%Donella Brown - Business Manager


Testing currently underway within ResourceLink before user testing is started.

Implementation was deferred to enable human resources process improvements using ResourceLink to take priority.

Service Profile

Business Management


2.6.2.71.(LO7) Implement new payroll system Completed 01/04/2012 30/06/2012 100% 100%Donella Brown - Business Manager


Current system being retained so no new Implementation required.

Service Profile

Business Management


2.6.2.72.(LO7) Extend use of spreadsheet

upload to external clients, social workers and

instructors

Completed 01/04/2012 30/06/2012 100% 100%Donella Brown - Business Manager


All external clients have successfully now moved onto spreadsheet upload.

Service Profile

Business Management


2.6.2.73.(LO7) Implement monthly pensions

reporting from the system



Reporting now done monthly

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Service Profile

Business Management


2 . 6 . 2 . 7 4 . ( L O 7 ) I m p l e m e n t e l e c t r o n i c

administration systems



Still waiting for scanner to be put in place new software sent by supplier, waiting final test by IT. Using the Town Hall for scanning in the meantime

Service Profile

Business Management


2.6.2.75.(LO7) Ensure resilience, cover

arrangements and a knowledge base is in place

for Exchequer Services - Business

Management

In Progress 01/04/2012 31/03/2013 90% 100%Donella Brown - Business Manager


Ensure that procedures are in place, Systems Administration team - 95%, Council Officers - 95%, Payroll - 80%.

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Service Profile



2.6.2.76.(LO7) Develop and seek approval for a

detai led Business Plan for Benef i ts

Administration

Completed 01/04/2012 30/04/2012 100% 100%Jenny Macleod - Revenues and

Benefits Manager


Plan approved by the Comhairle in March 2012

Service Profile



2.6.2.77.(LO7) Develop and implement a

programme to sustain and improve collection

rates

Completed 01/04/2012 31/03/2013 100% 100%Jenny Macleod - Revenues and

Benefits Manager


Proactive recovery phone calls being made prior to warrant. Further promotion of payment cards and direct debits to take place later in 2012. Use of legal action including sequestration

also being pursued in line with Comhairle policy

Collection rate improved so far this year in comparison to previous years

Collection rate for 2012/13 exceeded target for the first time in 10 years

Service Profile





for Exchequer Services - Revenues and

Benefits


Benefits Manager


Cover for key tasks in place and plan underway to review all tasks to ensure cover is available. Procedures produced for most of the main tasks but still to be pulled together into a

knowledge base.

Completion delayed due to priority taken by the implementation of the 2013 welfare reform changes.

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Service Profile

Procurement and Creditors




for Exchequer Services - Procurement

Completed 01/04/2012 31/03/2013 100% 100%Ian R Cockburn - Procurement

Manager


Documented procedures for Creditors complete. Identification of relevant tasks, priorities and actions for procurement complete. Process Maps complete for Procurement and Creditors

systems.

Service Profile



2.6.2.80.(LO7) Implement an electronic

ordering process for catering

In Progress 01/04/2012 31/03/2013 20% 100%Ian R Cockburn - Procurement

Manager


Analysis of off contract and contract spend being undertaken to progress a pilot with the new schools for electronic ordering. Meetings will be undertaken with key contracted suppliers

following analysis of commodity spend. Meetings rescheduled to June 2013.

Unable to prioritise earlier due to cover being provided for a function due to transfer to another team.

Service Profile



2.6.2.81.(LO7) Ensure compliance with

Procurement Manual can be demonstrated

Completed 01/04/2012 31/10/2012 100% 100%Helen MacKenzie - Head of

Exchequer Services


The Procurement Guide has been used to undertake training sessions for relevant Level 2 officers throughout the Comhairle.

Service Profile



2.6.2.82.(LO7) Develop a commodity strategy

for the new Capital Programme for approval by

the Comhairle

In Progress 01/04/2012 30/06/2012 10% 100%Helen MacKenzie - Head of

Exchequer Services


A Procurement Strategy will be developed once the plans for the capital programme are devised. Head of Project Delivery is the lead for this strategy.

Research seeking good practice from other Scottish Councils is currently underway.

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Service Profile



2.6.2.83.(LO7) Develop a corporate approach

to contract management for approval by

Corporate Management Team


Exchequer Services


Corporate approach has been approved and is now being used for all new goods and services contracts

Service Profile



2.6.2.84.(LO7) Support the implementation of

the procurement plan for Adult Social Care


Exchequer Services


Care Home contracts awarded for 2012/13-2014/15 with the exception of one provider where a joint commissioning strategy with the Health Board is being developed for 2013/14.

The process of developing a Joint Commissioning Strategy for services for older people is underway. Consultation with older people is taking place in early April 2013

Other adult services to be reviewed and contracts put in place during 2013 taking risk/value into account.

Service Profile



2.6.2.85.(LO7) Implement a framework contract

for Trades


Manager


Contracts commenced 15.04.13

Service Profile



2.6.2.86.(LO7) In t roduce depar tmenta l

procurement management information reports


Exchequer Services


Consultation with departments has been completed. Scorecards being produced for Q3.

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Service Profile



2.6.2.88.(LO7) Roll out intelligent scanning of

invoices to contracts

In Progress 01/04/2012 30/12/2012 70% 100%Ian R Cockburn - Procurement

Manager


Process Maps and Training material for roll out to departments complete. Training of staff complete. Roll out to departments commencing May 2013.

Start delayed due to unplanned staff absences in a team supporting this process.

Service Profile



2.6.2.89.(LO7) Ensure supplier events held for

high value/high risk contracts


Manager


Workshops for Roads Maintenance Framework in February 2013.

Service Profile



2.6.2.90.(LO7) Use whole life costing approach

for catalogue management programme


Exchequer Services


Progress will be made on this item in 2013/14. Deferred due to limited staffing resources within the section and covering functions due to transfer to another team.


Service Profile



2.6.2.110.(LO4) Prepare for and implement

changes to Housing and Council Tax Benefit as

detailed in The Welfare Reform Bill 2011


Benefits Manager


Participating in local poverty action and welfare reform groups. Preparing impact assessment for submission to DWP. Workforce plan should be in place by end of 2012. Working to

understand and implement Social Fund and local Council Tax support schemes due for implementation 1 April 2013.

Planning for changes in April on course.

SSSC implemented successfully. Scottish Welfare Fund implemented successfully.

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Scorecard - Exchequer Services

Exchequer Services 2012/13 SBP PIs Unit Target Actual Indicator Comments

(LO7) Number of correct financial transactions paid on time to

employees and Members

# 35,000.00 35,471.00

(LO7) Reduction in the number of payroll advances required due

to payroll error

% 30.00 25.00 Improved performance due to process improvements

implemented by the team

(LO7) Percentage compliance with the recovery and billing

timetable

% 100.00 100.00

(LO7) Percentage of employees with access to self service % 50.00 34.04 Uptake campaign planned for later in 2013 which will improve

number using self service.

(LO7) SPI 07 i. (CM) Percentage of Creditors' invoices paid

within 30 calendar days of receipt (c)

% 93.00 93.63

(LO7) BPI9(c) Percentage contracts through e-tendering (e.g.

electronic tendering systems)

% 50.00 59.62

(L07) Procurement Capability Assessment score % 35.00 40.00

(L07) Percentage of staff undertaking procurement activity levels

1-4 assessed for skills competency levels

% 100.00 69.00 Further training planned May 2013

(LO7) BPI7(a) Percentage of procurement officers who hold the

professional procurement qualification, Member of Chartered

Institute of Purchasing and Supply ( MCIPS)

% 50.00 50.00

(LO7) Percentage of Council expenditure (non-staffing) through

Authority Financials Purchasing and other electronic ordering

systems

% 50.00 26.55 Performance will improve in 2013/14 due to the fulll

implementation of inteliigent scanning which requires orders to

raised prior to the receipt of goods and services .

(LO7) Percentage of annual spend with suppliers that is covered

by a contract (where total spend in year is > £25,000)

% 60.00 0.00 Available July 2013

(LO7) Percentage of invoices processed using intelligent

scanning

% 75.00 21.51 Roll out underway which will improve performance (see Action

2.6.2.88)

(L07) Savings achieved through collaborative procurement £ 34,000.00 96,278.00 Scotland Excel Q3

(LO7) Housing Benefit overpayments: Debt recovered in year

against debt created in year

% 70.00 89.00 Currently reviewing data source as problems with the accuracy

of the data being prduced by the IT system

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Exchequer Services 2012/13 SBP PIs Unit Target Actual Indicator Comments

(LO7) Housing Benefit overpayments: debt recovered in year

against debt at start of year plus in year debt creation

% 50.00 50.90 Currently reviewing data source as problems with the accuracy

of the data being prduced by the IT system

(LO7) Housing and Council Tax Benefit: number of days taken to

process a change in circumstances

Days 10.00 6.33

(LO7) Sundry Debts collected in year % 85.00 91.76

(L07) Sundry Debt arrears collected in year % 40.00 53.83

(LO7) Council Tax collected in year % 708.00 719.76

(LO7) Percentage of Non Domestic Rates collected in year % 98.00 97.71 Two outstanding CnES accounts meant the target was not

achieved.

(L07) Response times to correspondence / contact / enquiries

(days) - Revenue Collection

Days 10.00 7.55

(L07) Response times to correspondence / contact / enquiries

(days) - Benefits uptake, claims processing and payment

Days 10.00 16.23 Performance has improved during the year, however, early

poor performance has affected the annual figure.

Performance is still not within target and was 14.86 days in

March 2013. Processing times, however, have been delivered

within target.

(LO7) Housing Benefit and Council Tax Reduction accuracy

checks (determinations)

% 100.00 99.26

(LO7) Housing and Council Tax Benefit: number of days taken to

process new applications

Days 30.00 25.88

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Internal Audit

Business Unit Overall Performance - Internal Audit

Actions


Total: 100.0%



2

0

0

0




KPIs


Total: 100.0%

KPIs reported on


KPIs on track

KPIs off track

3

0

0

3

0 Annual KPIs

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Comments - Internal Audit


As at 28th March 2013 all of the approved Internal Audit Operational plan has been completed. One review is in draft with management but expect to be issued in final form in early course.

This achievement has been made despite a number of investigations which have occurred during the year and additional grant verification work.

Paul Macaskill, Chief Internal Auditor, 28th March 2013

Action Progress - Internal Audit


Service Profile

Internal Audit


2.6.2.53.(LO7) Complete the approved

Operational Audit Plan within the agreed

timescales as approved by the Comhairle's

Audit Panel.

Completed 01/04/2011 31/03/2013 100% 100%Paul MacAskill - Chief Internal

Auditor


It is too early to predict whether the plan will be fulfilled. However, we are making sufficient progress at the time of preparing this report but will advise the Committee if we anticipate any

problems or issues should these arise.

We are at the half-way point of the financial year, adequate progress is being made against the approved plan. There has been additional claim verification works which we have had to

spend time against and which was not scheduled. However, this has been contained within our contingency allocation. There has also been a significant increase in referrals for

investigatory work which if such levels continue may be a problem in terms of completing the plan, as at 30th September 2012.

At quarter three, appropriate progress is being made to achieve our targets, particularly due to low sickness levels within the section and a reduction in investigatory work occurring within

this timeframe.

In the final quarter of the financial year we anticipate that the vast majority of the plan will be completed, certainly all the fieldwork will have been undertaken and are optimistic that the

remaining report will be issued by close of the financial year. As at 28th March 2013 all field work has been completed and all reports issued in either final or draft.

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Service Profile

Internal Audit


2.6.2.54.(LO7) Provide a fraud and irregularity

investigation service which safeguards the

public pound.

Completed 01/04/2009 31/03/2013 100% 100%Paul MacAskill - Chief Internal

Auditor


There have been a number of investigations which have been referred to the section to deal with as part of the Comhairle's procedure.

These investigations can often be complex and time consuming. All investigations once completed and relevant bodies have considered any criminality, if applicable, and all disciplinary

matters have been dealt with are reported to the Comhairle's Audit & Scrutiny Committee.

There has also been a significant increase in referrals for investigatory work which if such levels continue may be a problem in terms of completing the plan, as at 30th September 2012.

In quarter three we have seen a reduction in referrals which has allowed the team to focus on the plan and follow up work in order to maintain on track with our annual targets.

In terms of the final quarter of the financial year, all outstanding cases have been completed and where appropriate have been referred on to the Police. As at 28th March 2013 all

investigations have been completed and the two cases outstanding have been referred onto other organisations for processing.

Scorecard - Internal Audit

Internal Audit 2012/13 SBP PIs Unit Target Actual Indicator Comments

(L07) Percentage of Service Audit Reports followed up by

individual Services.

% 90.00 100.00 In 2012/13 we issued 26 follow up reports covering areas we

previously reviewed and reported our findings to the

Comhairle's Audit & Scrutiny Committee. All follow up reports

are up to date with the remaining reviews scheduled as and

when implementation dates fall due.

(LO7) Percentage of audit recommendations accepted by

management

% 90.00 100.00 In 2012/13 244 recommendations were made by Internal

Audit, all have been accepted by management.

(L07) Percentage of Internal Audit client satisfaction surveys that

were positive

% 95.00 97.75 The vast majority of surveys are returned to the section and on

review of the feedback contained within these questionnaires,

clients were satisfied with the service provided. Only one

questionnaire had not been returned out of 25 issued.

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comhairle nan eilean siar...strategic objective: 2.6.2.(no 16) continuous improvement in the...

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