Performance Management
2012/ 13: Quarter 4
Policy and Resources Committee
Chief Executive
Director of Finance and Corporate Resources
Director of Social and Community Services Director of Technical Services
Finance & Corporate Resources:
Accountancy
Business Plan Outcome
• 6 out of 8 actions completed, 2 actions partially met: • Comhairle’s Budget set 14 February 2013;
• Accounts signed off on time and unqualified; • Structured budget setting process;
• Appropriate risk transfer in contracts; • Ongoing Service Accountancy;
• Implementing the Asset Accounting and Budgeting
modules on the Authority Financials System; and
• Development and setting of capital programme for
Finance & Corporate Resources:
Accountancy
Performance Indicators
• 2 Indicators both met
• 2013/14 Budget set on time; and
Finance & Corporate Resources:
Customer Services & IT
Business Plan Progress
• 18 out of 21 actions target met, 2 partially met, 1 target
not met:
Customer Services
• Customer satisfaction 95.7%;
• Revised Customer Services Strategy agreed; and • Expansion in services incl. winter maintenance;
IT
• Future arrangements for WAN (SWAN) on track; • Windows 2008 server upgrades on track;
• Video conferencing units all now working over IP; • Ipads successfully deployed;
• Exchange email upgrade completed; and
Finance & Corporate Resources:
Customer Services & IT
IT
• Automatic email encryption on track;
• Development of e-forms for business processes; • Security action plan implementation on track; • Roll out of virtualised servers ahead of target; • HHP contract bid unsuccessful;
• Disaster recovery implementation on track; • System availability (24/7);
• Website improvements (live October 2012); • ICT Strategy update agreed in June 2012; and • IT hardware support
Finance & Corporate Resources:
Customer Services & IT
Performance Indicators
• 4 Indicators all met
• Percentage of customers satisfied with quality of
Customer Services (95.7% target 75%);
• Customer satisfaction with IT services (95.1% target
75%);
• Percentage of system availability Monday – Friday
8am – 6pm (97.5% target 96%); and
• Percentage of staff completing training identified as
Finance & Corporate Resources:
Exchequer Services
Business Plan Progress
• 13 out of 22 actions met, 2 partially met, 7 not met
Revenues and Benefits
• Improved CT collection rate (exceeded target);
• SSSC and Scottish Welfare Fund implemented successfully; • Benefits administration business plan agreed; and
• HB Audit Action plan customer survey outstanding;
Business Management
• Payroll system procurement concluded (no change); • Payroll upload processes extended;
• Monthly pension reporting implemented;
• Electronic administration management system live; • Implementation of web expenses delayed; and
Finance & Corporate Resources:
Exchequer Services
Procurement
• Procurement training completed (level 2 compliance); • Corporate approach to contract management agreed; • Trades framework contract implemented;
• Departmental procurement scorecards produced; • Supplier events held for high value/risk contracts; • Catalogue management programme delayed;
• Roll out of intelligent invoice scanning delayed;
• Joint commissioning strategy (adult care) in progress; • Delay in implementing e-ordering for catering; and
Business Performance
Exchequer Services
Performance Indicators
• 16 out of 24 Indicators met, 2 partially met, 5 not met, 1 due July
2013
Revenues and Benefits
• Housing Benefits overpayments, debt recovered in year ( 89%
target 70%);
• Housing Benefits overpayments, aged debt recovered (50.9%
target 50%);
• Number of days taken to process a change in circumstances
(6.33 days target 10 days);
• Sundry debts collected in year (91.8% target 85%);
• Sundry debts arrears collected in year (53.8% target 40%); • Council Tax collected in year (£720k target £708K);
• Revenue collection response times to correspondence (7.55
days target 10 days); and
• Number of days to process new applications (25.88 days
Business Performance
Exchequer Services
Performance Indicators Revenues and Benefits
• Housing benefits and council tax reduction accuracy checks
(99.26% target 100%);
• Benefits Uptake response times to correspondence (16.23 days
target 10 days) – processing times delivered within target.
Business Management
• Number of correct financial transactions paid on time (35471
target 35000);
• Number of payroll advances due to payroll error (25 target 30) • Compliance with recovery and billing timetable (100% target
100%);
Business Performance
Exchequer Services
Performance Indicators
Procurement and Creditors
• Creditors invoices pain within 30 days (93.6% target 93%);
• Contracts through e-tendering (59.62% target 50%);
• Procurement capability score (40% target 35%);
• Procurement officers who hold professional procurement
qualification (50% target 50%);
• Savings achieved through collaborative procurement (£115k target
£34k);
• Council expenditure through Authority Financials (26.55% target
50%);
• Staff undertaking procurement levels 1-4 training (69% target
100%);
• Invoices processed using intelligent scanning (21.51% target
50%); and
• Annual spend with suppliers that is covered by a contract (where
Finance & Corporate Resources:
Internal Audit
Business Plan Progress
• 2 Actions met
• Operational Plan met within agreed timescales, all
field work completed and reports issued; and
• Risk Management and Fraud and irregularity service
to safeguard the public pound – all investigations completed and referred if required.
Finance & Corporate Resources:
Internal Audit
Performance Indicators
• 3 Indicators met
• Positive client surveys (98% target 95%);
• Audit recommendations accepted by management
(100% target 90%); and
• Service audit reports followed up by individual
Finance & Corporate Resources:
Capital Programme
Project Budget £k Spend £k Status
IT Infrastructure 252 241 Disaster Recovery
project now underway
Risk Mitigation
• Business Continuity Planning
• Budget Implementation Monitoring • Welfare Reform Monitoring
Finance & Corporate Resources:
Financial Performance
The Department has a controllable underspend of £68k.
Service Budget £k Actual £k Variance £k
Directorate 848 913 65
Accountancy 562 477 (85)
Exchequer Services 1,314 1,267 (47)
Customer Service & IT 1,980 2,079 99
Finance & Corporate Resources:
Conclusions
Summary
• Majority of targets and PI’s met, from those not met staff
absences and working groups have delayed some progress;
• Routine returns and grant claims all submitted in line with
timescales;
• Projects progressing satisfactorily;
• Customer services continues to build and extend its service
portfolio;
• Positive response to Customer Satisfaction survey;
• Council Tax collection rate exceeded target first time in 10 years;
• Procurement capability score 40%, exceeding 35% target; and
• Internal Audit plan met despite number of non routine
Finance & Corporate Resources:
Conclusions
Priorities for Next Quarter
• Implementing 2013/14 Budget Savings;
• Implementing 2013/14 Capital Programme;
• Developing longer term financial planning;
• Progression of approved Internal Audit Plan;
• Progression of Resourcelink Project;
• Intelligent scanning roll out;
• Framework contracts for haulage and B & B’s;
• Debtors council wide review of process;
• NDR workflow implementation;
• Submission of draft accounts for Audit; and
