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New Support and Customer Service Organisation
Business Case and Preferred bidderRecommendation
22 November 2012
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Context for NSCSO
National picture of other councils making extensive cuts to services andstaff
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Adults Social Care Children's Social Services
Net budget incl. SR 2013 Growth Opportunity
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Recommended preferred bidder
The preferred bidder recommendation based upon the evaluation
scores is CapitaThis means:
A guaranteed saving to the Council of 125.4m
This recommendation will be put to Cabinet on 6 December 2012
Mobilisation will start in the new year with an intention to transfer
the services at the end of March 2013
A guaranteed saving to the Council of 125.4m
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Benefits to the Council
Investment in staff development, services and technology of
c17m to transform services and achieve guaranteed performance
standards
Better services and information for residents
Improved insight to help design new services around individual
needs and with other public sector partners
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What happens now? democratic process
Overview and Scrutiny 29 November Cabinet 6 December
Overview and Scrutinycall-in 13 December
ALCATEL (Standstill period) this is part of the procurement process
when we pause to allow any of the unsuccessful bidders to challenge
the decision.
General Function Committee
Pension Function Committee
Contract signed
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Inform and Consult
Following Alcatel:
Tripartite meetings (TU, LBB & Capita) will begin from 7January 2013 where the Council, Unions and the preferredbidder meet
Consultation with staff will begin on measures (knownchanges)
In early January 2013 the preferred bidder will come in tomeet with staff for the first time and will give staff the
latest detailed information
The contract is scheduled to be signed by the end of January2013
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What does this mean for you?
Location:
Darwen, Lancs: All Contact Centres apart from Social Care DirectCTax and Benefits processing (inc CTax Support) and billing
Bromley: NNDR billing, collection and recovery
SME activity (Valuation, Bailiff liaison and enforcement), plus
Support & Control activities
Barnet: Face to Face, home visits and inspections
Adult Social Care Direct (ensure on-site professional supportmaintained)
Commissioned services, eg from community groups
Timescales:
Relocate CS Contact Centre to Darwen 1 November 2013
Relocate Revs & Bens processing to Darwen 1 November 2013
Migrate Revs & Bens SME functions to Bromley 1 April 2014
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What does this mean for you?
Staffing levels Customer Services
Transferring FTE Dec2013
2014 2015 2016 2023
Barnet 83.84 19.60 19.20 18.50 18.50 18.50
Darwen - 61.90 59.20 54.25 53.25 52.25
Staffing levels Revs & Bens
Transferring FTE Dec2013
2014 2015 2016 2023
Barnet 126.53 3.0 3.0 2.0 2.0 2.0
Bromley - 25.38 25.38 22.88 22.88 22.88
Blackburn - 83.68 83.68 80.68 75.68 65.68
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Capita Supporting Change
Consultation with trade union and staff
representatives
Redeployment/Relocation Job exploration and trial opportunities
Engagement with Capita Resourcing and Group HR to identify
suitable opportunities Re-skilling & retraining including vocational qualifications
Strong regional and national presence
Outplacement Support
Supporting employees locally to explore opportunities outside theorganisation
Competency development and skill realignment to enableopportunities for work, education and development
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Outplacement Support
Employee Support
Career Guidance
Career Counselling
Provision of Capita Career Manager via online support
Discussion with local recruitment agencies/employers
Time off for interviews
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What does this mean for you? Staff training and development
Continuous professional development and skills enhancement
Provide staff with the right tools so they can excel in their roles
Manager Care and Leader Care programmes
Vocational learning programme
Skills mapping to identify training needs
Full roll out of performance appraisal process and setting of clear objectives
clearly linked to KPIs Focus on professional accreditation and support existing professional
development plans
Opportunities within the new provider
Post-transfer offer of opportunities to work on innovative and new projectsacross Capita
Succession planning and talent management
Career development
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NSCSO employee and manager support
Emotional support
1-1 Counselling
Employee Assistance Programme Workplace Options
Change and Me workshops
Practical Support
TUPE Answers 1-1, run by HR, 2 hours everyday, bookable [email protected]. Starts Monday 26 November
Workshops - bookable through [email protected] Change and Me
Accessing the Hidden Job Market
FAQs updated weekly
Line Manager and Employee 1-1s
Single intranet page under NSCSO for all support matters
In box for comments and concerns [email protected]
Manager Support
1 hour briefing sessions on 26 and 27 November 2012 sessions can bebooked through [email protected]
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Important Contacts
Workplace Options:
Free and Confidential 24/7 Employee Assistance and Counselling
Service:
T: 0800 243 458.
W: www.workplaceoptions.com
username barnet
password - employee
Urgent 1:1 Counselling support:
Maria Goldsmith
T: 07908 245072
On Friday 23 November Maria will be available for confidentialdrop in sessions. Located in HR by pillar C1.
Queries and Questions: [email protected]
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How will we keep you updated?
Weekly message
Will let you know what has happened at Committees and
Cabinet
We will provide more detail about what will happen during
transition and mobilisation
Staff Group
Ask your representative for updates
Intranet
frequently asked questions
key documents such as business case
We want to hearyour questions please ask
Your manager
Your staff group representative
Email [email protected]
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Questions?
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Important Contacts
Workplace Options:
Free and Confidential 24/7 Employee Assistance and Counselling
Service:
T: 0800 243 458.
W: www.workplaceoptions.com
username barnet
password - employee
Urgent 1:1 Counselling support:
Maria Goldsmith
T: 07908 245072
On Friday 23 November Maria will be available for confidentialdrop in sessions. Located in HR by pillar C1.
Queries and Questions: [email protected]
mailto:[email protected]://www.workplaceoptions.com/mailto:[email protected]:[email protected]:[email protected]:[email protected]://www.workplaceoptions.com/mailto:[email protected]