FINANCE AND CORPORATE RESOURCES DEPARTMENT Comhairle nan Eilean Siar April 2012 - March 2013 Action and KPI Progress Report
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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Action and KPI Progress Report - FINANCE AND CORPORATE RESOURCES DEPARTMENT - April 2012 - March 2013
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 with no target set / ongoing
Actions reported on 8
6
2
0
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 100.0%Monitoring Required 0.0%Off Track 0.0%Annual 0.0%
Total: 100.0%
KPIs reported on
KPIs monitoring required
KPIs on track
KPIs off track
2
0
0
2
0 Annual KPIs
Page 3 of 32
Action and KPI Progress Report - FINANCE AND CORPORATE RESOURCES DEPARTMENT - April 2012 - March 2013
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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Action and KPI Progress Report - FINANCE AND CORPORATE RESOURCES DEPARTMENT - April 2012 - March 2013
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
ACTION RESPONSIBILITY PERFORMANCETARGET% COMP.END DATESTART DATEACTION STATUS
2.6.2.1.(LO7) Co-ordinate the production of the
Comhairle's budget in line with the timetable
Completed 01/04/2012 28/02/2013 100% 100%Norman Macdonald - Chief
Accountant
ACTION PROGRESS COMMENTS
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
ACTION RESPONSIBILITY PERFORMANCETARGET% COMP.END DATESTART DATEACTION STATUS
2.6.2.6.(LO7) Improve project monitoring within
the Comhairle with the use of the Integrated
Project Manager module on Interplan
Completed 01/04/2012 31/03/2013 100% 100%Norman Macdonald - Chief
Accountant
ACTION PROGRESS COMMENTS
The section is not currently involved in any projects requiring the use of the IPM Module
Service Profile
Accountancy
ACTION RESPONSIBILITY PERFORMANCETARGET% COMP.END DATESTART DATEACTION STATUS
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
ACTION PROGRESS COMMENTS
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
ACTION RESPONSIBILITY PERFORMANCETARGET% COMP.END DATESTART DATEACTION STATUS
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
ACTION PROGRESS COMMENTS
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Action and KPI Progress Report - FINANCE AND CORPORATE RESOURCES DEPARTMENT - April 2012 - March 2013
Service Profile
Accountancy
ACTION RESPONSIBILITY PERFORMANCETARGET% COMP.END DATESTART DATEACTION STATUS
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
ACTION PROGRESS COMMENTS
2.6.3.(NO 16) Improved Financial services that support the Service Delivery of the ComhairleStrategic Objective:
Service Profile
Accountancy
ACTION RESPONSIBILITY PERFORMANCETARGET% COMP.END DATESTART DATEACTION STATUS
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
ACTION PROGRESS COMMENTS
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
ACTION RESPONSIBILITY PERFORMANCETARGET% COMP.END DATESTART DATEACTION STATUS
2.6.3.2.(LO7) Continue to provide service
accountancy, advice and support
Completed 01/04/2012 31/03/2013 100% 100%Norman Macdonald - Chief
Accountant
ACTION PROGRESS COMMENTS
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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Action and KPI Progress Report - FINANCE AND CORPORATE RESOURCES DEPARTMENT - April 2012 - March 2013
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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Action and KPI Progress Report - FINANCE AND CORPORATE RESOURCES DEPARTMENT - April 2012 - March 2013
Customer Services and Information Technology (IT)
Business Unit Overall Performance - Customer Services and Information Technology (IT)
Actions
On Track 85.7%Monitoring Required 9.5%Off Track 4.8%No Targets Set / Ongoing 0.0%
Total: 100.0%
Actions with no target set / ongoing
Actions reported on 21
18
2
1
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 100.0%Monitoring Required 0.0%Off Track 0.0%Annual 0.0%
Total: 100.0%
KPIs reported on
KPIs monitoring required
KPIs on track
KPIs off track
4
0
0
4
0 Annual KPIs
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Action and KPI Progress Report - FINANCE AND CORPORATE RESOURCES DEPARTMENT - April 2012 - March 2013
Comments - Customer Services and Information Technology (IT)
Quarter 4 Progress Comment:
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
ACTION RESPONSIBILITY PERFORMANCETARGET% COMP.END DATESTART DATEACTION STATUS
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
ACTION PROGRESS COMMENTS
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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Action and KPI Progress Report - FINANCE AND CORPORATE RESOURCES DEPARTMENT - April 2012 - March 2013
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
Strategy
ACTION RESPONSIBILITY PERFORMANCETARGET% COMP.END DATESTART DATEACTION STATUS
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
ACTION PROGRESS COMMENTS
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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Action and KPI Progress Report - FINANCE AND CORPORATE RESOURCES DEPARTMENT - April 2012 - March 2013
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
IT Technical Support
ACTION RESPONSIBILITY PERFORMANCETARGET% COMP.END DATESTART DATEACTION STATUS
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)
ACTION PROGRESS COMMENTS
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
IT Technical Support
ACTION RESPONSIBILITY PERFORMANCETARGET% COMP.END DATESTART DATEACTION STATUS
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
In Progress 01/04/2011 30/04/2013 98% 95%Catriona Macmillan - Senior Analyst
(Technical Support)
ACTION PROGRESS COMMENTS
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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Action and KPI Progress Report - FINANCE AND CORPORATE RESOURCES DEPARTMENT - April 2012 - March 2013
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
IT Business Support
ACTION RESPONSIBILITY PERFORMANCETARGET% COMP.END DATESTART DATEACTION STATUS
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)
ACTION PROGRESS COMMENTS
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.
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
IT Technical Support
ACTION RESPONSIBILITY PERFORMANCETARGET% COMP.END DATESTART DATEACTION STATUS
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)
ACTION PROGRESS COMMENTS
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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Action and KPI Progress Report - FINANCE AND CORPORATE RESOURCES DEPARTMENT - April 2012 - March 2013
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
IT Business Support
ACTION RESPONSIBILITY PERFORMANCETARGET% COMP.END DATESTART DATEACTION STATUS
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)
ACTION PROGRESS COMMENTS
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
ACTION RESPONSIBILITY PERFORMANCETARGET% COMP.END DATESTART DATEACTION STATUS
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
Completed 01/04/2011 31/10/2012 100% 100%Robert MacLeod - Senior Analyst
(Business Support)
ACTION PROGRESS COMMENTS
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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Action and KPI Progress Report - FINANCE AND CORPORATE RESOURCES DEPARTMENT - April 2012 - March 2013
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
IT Technical Support
ACTION RESPONSIBILITY PERFORMANCETARGET% COMP.END DATESTART DATEACTION STATUS
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)
In Progress 01/04/2011 30/06/2013 95% 85%Catriona Macmillan - Senior Analyst
(Technical Support)
ACTION PROGRESS COMMENTS
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.
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
IT Business Support
ACTION RESPONSIBILITY PERFORMANCETARGET% COMP.END DATESTART DATEACTION STATUS
2.6.2.25.(LO7) Implement channel shift strategy
by developing electronic forms for service
requests via the website.
Completed 01/04/2011 31/03/2013 100% 100%Robert MacLeod - Senior Analyst
(Business Support)
ACTION PROGRESS COMMENTS
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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Action and KPI Progress Report - FINANCE AND CORPORATE RESOURCES DEPARTMENT - April 2012 - March 2013
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
Strategy
ACTION RESPONSIBILITY PERFORMANCETARGET% COMP.END DATESTART DATEACTION STATUS
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
Customer Services and Information
Technology
ACTION PROGRESS COMMENTS
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.
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
IT Technical Support
ACTION RESPONSIBILITY PERFORMANCETARGET% COMP.END DATESTART DATEACTION STATUS
2.6.2.27.(LO7) Initial roll-out of virtualised
servers
In Progress 01/12/2011 30/11/2013 50% 20%Catriona Macmillan - Senior Analyst
(Technical Support)
ACTION PROGRESS COMMENTS
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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Action and KPI Progress Report - FINANCE AND CORPORATE RESOURCES DEPARTMENT - April 2012 - March 2013
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
Strategy
ACTION RESPONSIBILITY PERFORMANCETARGET% COMP.END DATESTART DATEACTION STATUS
2.6.2.28.(LO7) Prepare and submit bid for any
new Hebridean Housing Partnership tender
(current contract expires 30th September 2012)
Completed 01/04/2012 30/09/2012 100% 100%Angus MacArthur - Head of
Customer Services and Information
Technology
ACTION PROGRESS COMMENTS
Contract has been extended until 30th September 2012.
Service Profile
Strategy
ACTION RESPONSIBILITY PERFORMANCETARGET% COMP.END DATESTART DATEACTION STATUS
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).
Completed 01/07/2009 30/04/2013 100% 100%Angus MacArthur - Head of
Customer Services and Information
Technology
ACTION PROGRESS COMMENTS
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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Action and KPI Progress Report - FINANCE AND CORPORATE RESOURCES DEPARTMENT - April 2012 - March 2013
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
IT Technical Support
ACTION RESPONSIBILITY PERFORMANCETARGET% COMP.END DATESTART DATEACTION STATUS
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)
ACTION PROGRESS COMMENTS
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.
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
Customer Services
ACTION RESPONSIBILITY PERFORMANCETARGET% COMP.END DATESTART DATEACTION STATUS
2.6.2.125.(LO7) Customer Satisfaction Completed 01/04/2012 31/03/2013 100% 100%Malcolm Macpherson - Customer
Services Manager
ACTION PROGRESS COMMENTS
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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Action and KPI Progress Report - FINANCE AND CORPORATE RESOURCES DEPARTMENT - April 2012 - March 2013
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
IT Business Support
ACTION RESPONSIBILITY PERFORMANCETARGET% COMP.END DATESTART DATEACTION STATUS
2.6.2.126.(LO7) Website Development Completed 01/04/2012 31/03/2013 100% 100%Robert MacLeod - Senior Analyst
(Business Support)
ACTION PROGRESS COMMENTS
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.
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
Strategy
ACTION RESPONSIBILITY PERFORMANCETARGET% COMP.END DATESTART DATEACTION STATUS
2.6.2.127.(LO7) Refresh ICT Strategy Completed 26/01/2012 21/06/2012 100% 100%Angus MacArthur - Head of
Customer Services and Information
Technology
ACTION PROGRESS COMMENTS
ICT Strategy approved by the Comhairle June 2012.
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
IT Business Support
ACTION RESPONSIBILITY PERFORMANCETARGET% COMP.END DATESTART DATEACTION STATUS
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)
ACTION PROGRESS COMMENTS
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.
Page 18 of 32
Action and KPI Progress Report - FINANCE AND CORPORATE RESOURCES DEPARTMENT - April 2012 - March 2013
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
IT Technical Support
ACTION RESPONSIBILITY PERFORMANCETARGET% COMP.END DATESTART DATEACTION STATUS
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)
ACTION PROGRESS COMMENTS
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.
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
Customer Services
ACTION RESPONSIBILITY PERFORMANCETARGET% COMP.END DATESTART DATEACTION STATUS
2.6.2.131.(LO7) Refresh Customer Services
strategy
Completed 26/01/2012 21/06/2012 100% 100%Malcolm Macpherson - Customer
Services Manager
ACTION PROGRESS COMMENTS
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
Page 19 of 32
Action and KPI Progress Report - FINANCE AND CORPORATE RESOURCES DEPARTMENT - April 2012 - March 2013
Exchequer Services
Business Unit Overall Performance - Exchequer Services
Actions
On Track 59.1%Monitoring Required 9.1%Off Track 31.8%No Targets Set / Ongoing 0.0%
Total: 100.0%
Actions with no target set / ongoing
Actions reported on 22
13
2
7
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 66.7%Monitoring Required 8.3%Off Track 25.0%Annual 0.0%
Total: 100.0%
KPIs reported on
KPIs monitoring required
KPIs on track
KPIs off track
16
2
6
24
0 Annual KPIs
Page 20 of 32
Action and KPI Progress Report - FINANCE AND CORPORATE RESOURCES DEPARTMENT - April 2012 - March 2013
Comments - Exchequer Services
Quarter 4 Progress Comment:
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
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
Revenues and Benefits
ACTION RESPONSIBILITY PERFORMANCETARGET% COMP.END DATESTART DATEACTION STATUS
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
ACTION PROGRESS COMMENTS
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
Page 21 of 32
Action and KPI Progress Report - FINANCE AND CORPORATE RESOURCES DEPARTMENT - April 2012 - March 2013
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
Business Management
ACTION RESPONSIBILITY PERFORMANCETARGET% COMP.END DATESTART DATEACTION STATUS
2.6.2.33.(LO7) Implement resourcelink web
expenses
In Progress 01/04/2010 01/08/2012 80% 100%Donella Brown - Business Manager
ACTION PROGRESS COMMENTS
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
ACTION RESPONSIBILITY PERFORMANCETARGET% COMP.END DATESTART DATEACTION STATUS
2.6.2.71.(LO7) Implement new payroll system Completed 01/04/2012 30/06/2012 100% 100%Donella Brown - Business Manager
ACTION PROGRESS COMMENTS
Current system being retained so no new Implementation required.
Service Profile
Business Management
ACTION RESPONSIBILITY PERFORMANCETARGET% COMP.END DATESTART DATEACTION STATUS
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
ACTION PROGRESS COMMENTS
All external clients have successfully now moved onto spreadsheet upload.
Service Profile
Business Management
ACTION RESPONSIBILITY PERFORMANCETARGET% COMP.END DATESTART DATEACTION STATUS
2.6.2.73.(LO7) Implement monthly pensions
reporting from the system
Completed 01/04/2012 31/10/2012 100% 100%Donella Brown - Business Manager
ACTION PROGRESS COMMENTS
Reporting now done monthly
Page 22 of 32
Action and KPI Progress Report - FINANCE AND CORPORATE RESOURCES DEPARTMENT - April 2012 - March 2013
Service Profile
Business Management
ACTION RESPONSIBILITY PERFORMANCETARGET% COMP.END DATESTART DATEACTION STATUS
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
Completed 01/04/2012 30/06/2012 100% 100%Donella Brown - Business Manager
ACTION PROGRESS COMMENTS
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
ACTION RESPONSIBILITY PERFORMANCETARGET% COMP.END DATESTART DATEACTION STATUS
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
ACTION PROGRESS COMMENTS
Ensure that procedures are in place, Systems Administration team - 95%, Council Officers - 95%, Payroll - 80%.
Page 23 of 32
Action and KPI Progress Report - FINANCE AND CORPORATE RESOURCES DEPARTMENT - April 2012 - March 2013
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
Revenues and Benefits
ACTION RESPONSIBILITY PERFORMANCETARGET% COMP.END DATESTART DATEACTION STATUS
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
ACTION PROGRESS COMMENTS
Plan approved by the Comhairle in March 2012
Service Profile
Revenues and Benefits
ACTION RESPONSIBILITY PERFORMANCETARGET% COMP.END DATESTART DATEACTION STATUS
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
ACTION PROGRESS COMMENTS
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
Revenues and Benefits
ACTION RESPONSIBILITY PERFORMANCETARGET% COMP.END DATESTART DATEACTION STATUS
2.6.2.78.(LO7) Ensure resilience, cover
arrangements and a knowledge base is in place
for Exchequer Services - Revenues and
Benefits
In Progress 01/04/2012 31/03/2013 65% 100%Jenny Macleod - Revenues and
Benefits Manager
ACTION PROGRESS COMMENTS
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.
Page 24 of 32
Action and KPI Progress Report - FINANCE AND CORPORATE RESOURCES DEPARTMENT - April 2012 - March 2013
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
Procurement and Creditors
ACTION RESPONSIBILITY PERFORMANCETARGET% COMP.END DATESTART DATEACTION STATUS
2.6.2.79.(LO7) Ensure resilience, cover
arrangements and a knowledge base is in place
for Exchequer Services - Procurement
Completed 01/04/2012 31/03/2013 100% 100%Ian R Cockburn - Procurement
Manager
ACTION PROGRESS COMMENTS
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
Procurement and Creditors
ACTION RESPONSIBILITY PERFORMANCETARGET% COMP.END DATESTART DATEACTION STATUS
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
ACTION PROGRESS COMMENTS
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
Procurement and Creditors
ACTION RESPONSIBILITY PERFORMANCETARGET% COMP.END DATESTART DATEACTION STATUS
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
ACTION PROGRESS COMMENTS
The Procurement Guide has been used to undertake training sessions for relevant Level 2 officers throughout the Comhairle.
Service Profile
Procurement and Creditors
ACTION RESPONSIBILITY PERFORMANCETARGET% COMP.END DATESTART DATEACTION STATUS
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
ACTION PROGRESS COMMENTS
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.
Page 25 of 32
Action and KPI Progress Report - FINANCE AND CORPORATE RESOURCES DEPARTMENT - April 2012 - March 2013
Service Profile
Procurement and Creditors
ACTION RESPONSIBILITY PERFORMANCETARGET% COMP.END DATESTART DATEACTION STATUS
2.6.2.83.(LO7) Develop a corporate approach
to contract management for approval by
Corporate Management Team
Completed 01/04/2012 30/09/2012 100% 100%Helen MacKenzie - Head of
Exchequer Services
ACTION PROGRESS COMMENTS
Corporate approach has been approved and is now being used for all new goods and services contracts
Service Profile
Procurement and Creditors
ACTION RESPONSIBILITY PERFORMANCETARGET% COMP.END DATESTART DATEACTION STATUS
2.6.2.84.(LO7) Support the implementation of
the procurement plan for Adult Social Care
In Progress 01/04/2012 31/03/2013 50% 100%Helen MacKenzie - Head of
Exchequer Services
ACTION PROGRESS COMMENTS
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
Procurement and Creditors
ACTION RESPONSIBILITY PERFORMANCETARGET% COMP.END DATESTART DATEACTION STATUS
2.6.2.85.(LO7) Implement a framework contract
for Trades
Completed 01/04/2012 31/03/2013 100% 100%Ian R Cockburn - Procurement
Manager
ACTION PROGRESS COMMENTS
Contracts commenced 15.04.13
Service Profile
Procurement and Creditors
ACTION RESPONSIBILITY PERFORMANCETARGET% COMP.END DATESTART DATEACTION STATUS
2.6.2.86.(LO7) In t roduce depar tmenta l
procurement management information reports
Completed 01/04/2012 30/06/2012 100% 100%Helen MacKenzie - Head of
Exchequer Services
ACTION PROGRESS COMMENTS
Consultation with departments has been completed. Scorecards being produced for Q3.
Page 26 of 32
Action and KPI Progress Report - FINANCE AND CORPORATE RESOURCES DEPARTMENT - April 2012 - March 2013
Service Profile
Procurement and Creditors
ACTION RESPONSIBILITY PERFORMANCETARGET% COMP.END DATESTART DATEACTION STATUS
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
ACTION PROGRESS COMMENTS
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
Procurement and Creditors
ACTION RESPONSIBILITY PERFORMANCETARGET% COMP.END DATESTART DATEACTION STATUS
2.6.2.89.(LO7) Ensure supplier events held for
high value/high risk contracts
Completed 01/04/2012 31/03/2013 100% 100%Ian R Cockburn - Procurement
Manager
ACTION PROGRESS COMMENTS
Workshops for Roads Maintenance Framework in February 2013.
Service Profile
Procurement and Creditors
ACTION RESPONSIBILITY PERFORMANCETARGET% COMP.END DATESTART DATEACTION STATUS
2.6.2.90.(LO7) Use whole life costing approach
for catalogue management programme
In Progress 01/04/2012 30/06/2012 5% 100%Helen MacKenzie - Head of
Exchequer Services
ACTION PROGRESS COMMENTS
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.
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
Revenues and Benefits
ACTION RESPONSIBILITY PERFORMANCETARGET% COMP.END DATESTART DATEACTION STATUS
2.6.2.110.(LO4) Prepare for and implement
changes to Housing and Council Tax Benefit as
detailed in The Welfare Reform Bill 2011
In Progress 23/01/2012 31/03/2017 50% 25%Jenny Macleod - Revenues and
Benefits Manager
ACTION PROGRESS COMMENTS
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.
Page 27 of 32
Action and KPI Progress Report - FINANCE AND CORPORATE RESOURCES DEPARTMENT - April 2012 - March 2013
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
Page 28 of 32
Action and KPI Progress Report - FINANCE AND CORPORATE RESOURCES DEPARTMENT - April 2012 - March 2013
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
Page 29 of 32
Action and KPI Progress Report - FINANCE AND CORPORATE RESOURCES DEPARTMENT - April 2012 - March 2013
Internal Audit
Business Unit Overall Performance - Internal Audit
Actions
On Track 100.0%Monitoring Required 0.0%Off Track 0.0%No Targets Set / Ongoing 0.0%
Total: 100.0%
Actions with no target set / ongoing
Actions reported on 2
2
0
0
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 100.0%Monitoring Required 0.0%Off Track 0.0%Annual 0.0%
Total: 100.0%
KPIs reported on
KPIs monitoring required
KPIs on track
KPIs off track
3
0
0
3
0 Annual KPIs
Page 30 of 32
Action and KPI Progress Report - FINANCE AND CORPORATE RESOURCES DEPARTMENT - April 2012 - March 2013
Comments - Internal Audit
Quarter 4 Progress Comment:
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
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
Internal Audit
ACTION RESPONSIBILITY PERFORMANCETARGET% COMP.END DATESTART DATEACTION STATUS
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
ACTION PROGRESS COMMENTS
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.
Page 31 of 32
Action and KPI Progress Report - FINANCE AND CORPORATE RESOURCES DEPARTMENT - April 2012 - March 2013
Service Profile
Internal Audit
ACTION RESPONSIBILITY PERFORMANCETARGET% COMP.END DATESTART DATEACTION STATUS
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
ACTION PROGRESS COMMENTS
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.
Page 32 of 32