Legal & Democratic Services

Service Plan2015-2018

Service Plan: 2015 - 2018 Page 2

Contents

Section 1 Introduction Page 3

Section 2 Review of Past Year Page 3

Section 3 Service drivers, trends and challenges Page 5

Section 4 Service Plan objectives Page 7

Section 5 How we demonstrate continuous improvement Page 8

Appendix 1 Table showing Service Plan Objectives Page 9

Appendix 2 Structure Page 13

Appendix 3 Continuous Improvement Table Page 14

Service Plan: 2015 - 2018 Page 3

1. INTRODUCTION This Service Plan sets out the priorities of the Legal and Democratic Service for the next 3 years and the context which we work within. Our Service Plan supports the objectives of the Moray Council’s 10 year plan, Moray 2023 A Plan for the Future – link here and the Corporate 4 year plan. [link here when available] 2. REVIEW OF THE PAST YEAR The past year has seen a lot of change for Legal and Democratic Services. This change has been led by our Service Plan as outlined below. We monitor compliance with our Service Plan actions, along with performance indicators, quarterly through using the ‘covalent’ spreadsheet and report twice yearly to committee. The following paragraphs detail both the successful actions from our Service Plan over the past year as well as actions which we have not been able to complete. Legal Services Achievements / things we did well

Successfully implemented the transfer of administration of 10 licence processes from Environmental Services to the licensing team.

Migrated to Sharepoint for keeping our current records.

Introduced digital dictation for more efficient service delivery

Established new ways of working through the admin team review

Completed a customer satisfaction survey with a high level of customer satisfaction

Managed to meet or exceed performance indicators in a challenging period with a lot of change.

Incomplete actions/things we could improve on

Update our webpages – continued in the current service plan.

Review the way our clients engage with us through the standard instruction form – continued in the current service plan.

Administration Team Achievements / things we did well

Merged with Members Support team and established new ways of shared working although elected members have raised concerns about the level of administrative support they receive.

Incomplete actions/things we could improve on

Improve on joint working arrangements within the team.

Service Plan: 2015 - 2018 Page 4

Committee Services Achievements / things we did well

Migrated to Sharepoint including electronic committee agendas

Completed a customer satisfaction survey with a high level of customer satisfaction.

Incomplete actions/things we could improve on

Improve the use of IT (tablets) by Members and the promotion of paperless meetings.

Saw a dip in performance figures due to staff turnover, staff absence and a heavy elections schedule. There are actions in this Service Plan and the team plan to address this dip.

Registrars Achievements / things we did well

Consolidated the centralisation of the registration function in Elgin.

Digitised burial lair records.

Strong performance in accuracy performance indicators collected for National Registers of Scotland.

Incomplete actions/things we could improve on

Promotion of what is available from the Service through improved website information

Elections Achievements / things we did well

Successfully administered two major electoral events. Incomplete actions/things we could improve on

We are very reliant on one individual for elections administration. We would benefit from sharing this knowledge.

Electoral commission performance standards have been met. Customer Services Achievements/things we did well

The Contact Centre took on a number of new service processes including licensing calls

Implemented the first phase of the Revenues and Benefits merger by merging frontline staff in the access points.

Incomplete actions/things we could improve on

E-mail management arrangements – continued in the current service plan

Continue to improve telephony systems – continued in current plan

Performance in call answering dipped in the first half of the year due to a succession of unforeseen staffing issues. This picked up during the second half of the year but will be kept under close scrutiny.

Service Plan: 2015 - 2018 Page 5

Revenues Achievements/things we did well

Implemented second homes policy for Council Tax Incomplete actions/things we could improve on

Implementation of new Sheriff Officer contract for collection of Council tax and Non-Domestic Rates.

This year saw a small increase in the cost of collection of Council Tax. This is due to lower collection rates caused partly by external factors such as tighter household budgets and partly by competing internal demands on staff time. This indicator will be kept under close scrutiny.

Benefits Achievements/things we did well

Targeted households potentially entitled to Discretionary Housing Payments

Implemented budgeting and benefit advice service (SLAB funded project)

Rolling out of BACS payments for Housing Benefit

Incomplete actions/things we could improve on

Preventative action to reduce claimant fraud and error.

This year saw a small increase in the cost of processing each benefits case. This is due to a fluctuation in case load. The benefits service has, over the past few years, reduced costs.

3. SERVICE DRIVERS, TRENDS AND CHALLENGES The structure diagram at Appendix 2 shows the different services within Legal and Democratic Services. It details what each service does and the running costs. The following paragraphs detail the influences and demands on each service to give a context for our service plan objectives in Section 4. Legal Services (including Licensing) The Licensing function directly contributes to the 10 Year Plan objective of Healthier Citizens and economic development. The bulk of Legal Services do not make any direct contribution but provide vital support to other services to achieve the outcomes of the 10 Year Plan. About 55% of the work the Service does is process driven, by statutory requirement. The remainder is driven by service demands, a mixture of transactional work and more general advice. We are staffed to deal with the existing workload. Variations in workload demands are dealt with through prioritisation, outsourcing and exceptionally through changes in staffing establishment. We are a relatively small Local Authority Legal Service. We try to offer as broad a Legal Service as we can whilst retaining some specialism. A very small proportion

Service Plan: 2015 - 2018 Page 6

(around 3%) of Legal Services (generally specialist advice) is outsourced to an external legal firm on a competitive tendered rate. Service trends and challenges:

More legislation from Scottish Parliament requiring implementation.

Increasing involvement in larger corporate and strategic infrastructure projects and external relationships.

Changing ways of working including flexible working and Sharepoint. Committee Services and Elections Do not make any direct contribution to the 10 Year Plan but support other Services, and the corporate core to achieve the outcomes of the Plan. The service is staffed to service the existing committee structure. Variations in workload demands are dealt with through prioritisation. Service trends and challenges:

Increasing the use of digital technology.

Increasing complexity of elections process.

Changing ways of working including flexible working and Sharepoint.

Lack of dedicated admin support for Elections.

Registrars Service Is driven largely by statutory requirements and does not make any direct contribution to the 10 Year Plan. Costs are mostly recovered through statutory licensing fees. The service is staffed to meet the existing registration demand. Service trends and challenges:

Consolidation following centralisation of the service in Elgin.

Increasing digitising of records.

Predicted increase in population. Administration Team (including Members Support) Do not make any direct contribution to the 10 Year Plan but support other services, and the corporate core to achieve the outcomes of the plan.

Service Plan: 2015 - 2018 Page 7

The service is staffed to meet the demands of other Services within Legal and Democratic Services. Member’s Support have recently been incorporated into this team. Variations in workload demands are dealt with through prioritisation. Service trends and challenges:

Consolidating the new working arrangements of the Team incorporating Members Support.

Changing ways of working including flexible working and Sharepoint.

Customer Services (including Contact Centre, Mailroom and Access Points), Taxation and Benefits Customer Services, Revenues and Benefits Services do not make any direct contribution to the 10 Year Plan but support other services, and the corporate core to achieve the outcomes of the plan. Taxation and Benefits Services are driven largely by statutory requirements. They both work closely with other agencies who influence strategy. Staffing resources are in flux as Customer Services take on new Services and the merger of Customer Services, Revenues and Benefits goes through under tranche 6 of DBS. The first phase of this merger, customer facing staff in the Access Points has been completed and the remainder is phased over the next 12 months. Service trends and challenges:

Centralisation of frontline contact for the Council through the Contact Centre.

Digitisation of processes.

Uncertainty of future welfare and benefits reform.

Improving/maintaining Council tax collection rates at a time when household budgets are tight.

Service Plan objectives: as the restructure represents a huge transformation in the way these Services operate, and is the subject of a detailed project plan under DBS tranche 6, this is referred to in the Service Plan as the main objective for these services. 4. SERVICE PLAN OBJECTIVES To concentrate our efforts on improving the Corporate outcomes in the 10 year plan. Most of the services with L&DS don’t directly deliver the outcomes in the Council’s 10 year plan. For the Council to deliver these outcomes it needs an effective, efficient and responsive central support service. For example:

Service Plan: 2015 - 2018 Page 8

More revenue from Council tax collection means more resources will be available for front line services

The more effectively legal risks are controlled, the more likely it is that services will achieve their goals within budget

Better corporate governance will help involve the public in decisions which affect them and will increase their confidence in the decision making process

The more efficiently we handle statutory processes and interaction with the public the more resources will be available for front line services.

The Council’s budget has reduced in recent years and further reductions in its annual spend need to be identified. At the same time there has been organisational change and new ways of working through the DBS programme. Both of these initiatives have put pressure on our services resulting in:

Reduced staff resources/increased workload on existing staff

Harder to maintain standards/ increased risk

Less development and improvement work

Against this background we have tried to be realistic about what we can reasonably achieve within our Service Plan. So our service plan objectives in Appendix 1 aim to:

Concentrate on the quality and efficiency of our services

Prioritise projects which directly contribute to the 10 year plan

5. HOW WE DEMONSTRATE CONTINUOUS IMPROVEMENT The Council’s continuous improvement framework will help us identify where we can be more effective, efficient and responsive. The table in Appendix 3 details the various management tools which the Council has in place to help demonstrate continuous improvement and how our services use them. There is some variation in practise amongst the various teams in the uptake and frequency of review of these management tools. It is hoped that the table will: • Act as a checklist for the various management tools for future • Help us identify gaps and standardise practise where appropriate. Actions from some elements of the table have been pulled out for inclusion in LDS Service Plan where they have major service efficiency or improvement potential. For example developing benchmarking information.

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se

rvic

e t

o t

ho

se

en

titled

to

Un

ive

rsal

cre

dit

CS

M

Ma

rch

20

16

Se

rvic

e P

lan:

2015 -

2018

Pa

ge

13

Ap

pen

dix

3

Structure H

ead

of

Leg

al a

nd

Dem

ocra

tic S

erv

ice

s

(in

clu

din

g M

onito

ring

Off

ice

r)

Leg

al S

erv

ice

s M

ana

ge

r P

rope

rty a

nd C

ontr

acts

L

eg

al a

nd D

em

ocra

tic

Se

rvic

es A

dm

in T

eam

C

usto

mer

Serv

ice

s

Ma

na

ge

r D

em

ocra

tic S

erv

ice

s

Ma

na

ge

r L

eg

al S

erv

ice

s M

ana

ge

r L

itig

ation a

nd

Lic

ensin

g

Functions

Ch

ild a

nd

ad

ult c

are

Ad

op

tion

an

d

foste

rin

g

Ed

uca

tion

, h

ousin

g

and

em

plo

ym

ent

law

De

bt

reco

ve

ry,

FO

I,

Da

ta p

rote

ctio

n a

nd

e

qu

alit

ies

Liq

uor

and

civ

ic

lice

nsin

g

Lea

sin

g a

nd p

rope

rty

Tru

sts

, co

mm

on g

ood

and

CA

T

Pla

nn

ing

, ro

ad

s,

flo

od

ing

, in

fra

str

uctu

re a

nd

te

chn

ica

l se

rvic

es

advic

e,

ord

ers

and

a

pp

ea

ls

Co

mm

unity c

are

an

d

imp

rove

me

nt g

rants

Co

ntr

acts

and

pro

cu

rem

ent

Com

mitte

e S

erv

ices

Serv

ice t

he f

ollo

win

g

meetings: com

mitte

es,

work

ing p

art

ies,

com

munity p

art

ners

hip

, re

late

d b

od

ies.

Mana

ge e

lectio

ns

Regis

trars

Regis

ter

birth

s, de

ath

s

and m

arr

iages in M

ora

y

and o

ffer

“tell

us o

nce”

serv

ice.

Cond

uct C

ivil

Marr

iages

and P

art

ners

hip

s

Cond

uct citiz

enship

cere

monie

s

Undert

ake b

uri

al

gro

un

d a

dm

inis

tration

Custo

mer

Serv

ices

Conta

ct ce

ntr

e

Access p

oin

ts

Mail

room

R

evenu

es

Council

tax c

olle

ction

for

43,5

00 d

we

llin

gs

Non d

om

estic r

ate

s

colle

ction

for

4000

pro

pert

ies

Wate

r charg

e

colle

ction

for

Scottis

h

Wate

r B

en

efits

Council

tax r

eductions

Housin

g b

enefit

Scottis

h W

elfare

fund

Dis

cre

tio

nary

housin

g

pa

ym

en

ts

Secre

tari

al supp

ort

for

Head o

f S

erv

ice

Sup

port

to e

lecte

d

mem

bers

Adm

inis

tration o

f com

mitte

e p

apers

Cle

rica

l sup

port

to

Lega

l a

nd D

em

ocra

tic

Serv

ices

Pro

cessin

g lic

ensin

g

app

lications

Adm

inis

trative

supp

ort

fo

r C

usto

mer

Serv

ices

inclu

din

g s

om

e

ele

ments

of

Revenu

es

and B

en

efits

Adm

inis

trative

supp

ort

of

civ

il e

ven

ts

Staff Budget 2014/15 FTE

£290k

£303k

Co

mm

itte

e £

16

8k

Re

gis

tra

rs £

13

1k

CS

£1.1

5m

R

eve

nu

es £

640k

Be

ne

fits

£1.1

m

£261k

Gra

de

s 1

-6 =

1.5

G

rade

s 7

-10 =

2.0

G

rade

s 1

1+

= 3

.0

Tota

l =

6.5

Gra

de

s 1

-6 =

6.4

G

rade

s 7

-10 =

1.0

G

rade

s 1

1+

= n

il T

ota

l =

7.4

Gra

de

s

CS

R

ev

Be

n

1-6

4

8.4

1

5.2

1

8.2

7

-10

2.0

3

.0

6.7

1

1+

2

.0

1.0

1

.0

To

tal

52

.4

19

.2

25

.9

Gra

de

s 1

-6 =

3.6

G

rade

s 7

-10 =

5.0

G

rade

s 1

1+

= 1

.0

Tota

l =

9.6

Gra

de

s 1

-6 =

1.5

G

rade

s 7

-10 =

1.5

G

rade

s 1

1+

= 3

.2

Tota

l =

6.2

CM

T/S

MT

Ap

pen

dix

2

Report to Committee

Date of last review

Date of next review

Report to Committee

Date of last review

Date of next review

Report to Committee

Date of last review

Date of next review

Report to Committee

Date of last review

Date of next review

Report to Committee

Date of last review

Date of next review

Report to Committee

Date of last review

Date of next review

How

we e

ngage w

ith o

ur

custo

mers

Custo

mer

satis

factio

n s

urv

ey

Yes

Jun-1

4Ju

n-1

6Y

es

Jul-13

Jul-15

Yes

Jul-14

Jul-16

Yes

Mar-

14

Mar-

15

No

N/A

TB

CN

oN

/AT

BC

Regula

r clie

nt/custo

mer

meetin

gs

No

No

Feb-1

4F

eb-1

5N

oN

oN

o

How

we d

em

onstr

ate

good g

ove

rnance

Annual b

udget re

view

meetin

gs

No

Feb-1

5F

eb-1

6N

oF

eb-1

5F

eb-1

6N

oF

eb-1

5F

eb-1

6N

oF

eb-1

5F

eb-1

6N

oF

eb-1

5F

eb-1

6N

oF

eb-1

5F

eb-1

6

Regula

r re

port

ing b

udget to

Com

mitt

ee

Yes

Yes

Yes

Yes

Yes

Yes

Depart

menta

l pro

cure

ment actio

n p

lan

No

Feb-1

5F

eb-1

6N

oF

eb-1

5F

eb-1

6N

oF

eb-1

5F

eb-1

6N

oF

eb-1

5F

eb-1

6N

oF

eb-1

5F

eb-1

6N

oF

eb-1

5F

eb-1

6

Team

Pla

nN

oJa

n-1

5Ja

n-1

6N

o

Mar-

14

Mar-

15

No

Mar-

14

Mar-

14

No

Mar-

15

Jan-1

6N

o

Mar-

15

Jan-1

6N

o

Mar-

15

Jan-1

6

How

we m

easure

perf

orm

ance

Corp

ora

te (

SO

LA

CE

) benchm

ark

ing

Yes

Dec-1

4D

ec-1

5Y

es

Dec-1

4D

ec-1

5N

o

N/A

N/A

No

N/A

N/A

No

N/A

N/A

No

N/A

N/A

Serv

ice b

enchm

ark

ing

Yes

Dec-1

4D

ec-1

5N

oye

sY

es

Nov-

14

Nov-

15

?N

o

Perf

orm

ance In

dic

ato

rsY

es

Yes

Yes

Yes

Yes

Yes

How

we d

em

onstr

ate

serv

ice im

pro

vem

ent

DB

S P

rogra

mm

eY

es

Yes

Yes

Yes

yes

yes

PS

IF r

evi

ew

No

Dec-1

3D

ec-1

5N

o

Dec-1

3D

ec-1

5Ja

n-1

4Ja

n-1

5?

??

Audit

Scotla

nd In

spectio

nye

s

How

we e

ngage w

ith a

nd d

eve

lop o

ur

sta

ff

Sta

ff s

urv

ey

(corp

ora

te)

Yes

Jun-1

3Ju

n-1

5Y

es

Jun-1

3Ju

n-1

5Y

es

Jun-1

3Ju

n-1

5Y

es

Jun-1

3Ju

n-1

5Y

es

Jun-1

3Ju

n-1

5Y

es

Jun-1

3Ju

n-1

5

ER

DP

No

Oct-

14

Oct-

15

No

Sep-1

4S

ep-1

5N

oJa

n-1

4Ja

n-1

5N

oN

oN

o

Pers

onal D

eve

lopm

ent P

lans/C

PD

No

Oct-

14

Oct-

15

No

No

No

No

No

Work

forc

e p

lannin

gN

oJa

n-1

5Ja

n-1

6N

oJa

n-1

5Ja

n-1

6N

oJa

n-1

5Ja

n-1

6N

oJa

n-1

5Ja

n-1

6N

oJa

n-1

5Ja

n-1

6N

oJa

n-1

5Ja

n-1

6

Regula

r te

am

meetin

gs

No

No

No

No

No

No

How

we m

anage r

isk

Ris

k re

gis

ters

No

Mar-

14

Mar-

15

No

Mar-

14

Mar-

15

No

Mar-

14

Mar-

15

No

No

Mar-

15

Mar-

16

No

Mar-

15

Jan-1

6

Busin

ess C

ontin

uity

Pla

nN

oF

eb-1

5Ja

n-1

6N

oF

eb-1

5Ja

n-1

6N

oF

eb-1

5Ja

n-1

6N

o?

No

No

Health

and S

afe

ty R

isk

Assessm

ent

No

Feb-1

5Ja

n-1

6?

No

?N

o?

No

No

N/A

quart

erly

quart

erly

T6 o

ngoin

gT

6 o

ngoin

g

Needs u

pdatin

g

bie

nnia

llyN

/AN

/AN

/AN

/AN

/A

regula

reve

ry 2

weeks

month

lyquart

erly

?

LE

GA

L A

ND

DE

MO

CR

AT

IC S

ER

VIC

ES

- H

ow

we

de

mo

nstr

ate

co

nti

nu

ou

s im

pro

ve

me

nt

Legal S

erv

ices

Com

mitt

ee S

erv

ices

Regis

trars

Custo

mer

Serv

ices

Reve

nues

Benefit

s

quart

erly

N/A

ongoin

g

quart

erly

quart

erly

ongoin

g

ongoin

g

ongoin

gongoin

g

ongoin

g

quart

erly

quart

erly

quart

erly

quart

erly

NR

S a

nnual

N/A

quart

erly

T6 o

ngoin

gT

6 o

ngoin

g

quart

erly

rolli

ng

rolli

ng

T6 o

ngoin

gT

6 O

ngoin

g

quart

erly

quart

erly

rolli

ng

Needs r

evi

ew

Various

N/A

N/A

N/A

Various

?

Legal & Democratic Services

Service Plan2015-2018