Benchmarking Club 212 Barchester Council COMPARATOR REPORT Barchester Comparator 1 Comparator 1 Comparator 11 Comparator 2 Comparator 12 Comparator 3 Comparator 13 Comparator 4 Comparator 14 Comparator 5 Comparator 15 Comparator 6 Comparator 16 Comparator 7 Comparator 17 Comparator 8 Comparator 18 Comparator 9 This is a sample report. The averages contained within this report have been adjusted so they do not reflect true club averages. Normally we would include a separate key with this report which would indicate which letter stood for which comparator. Computed and printed by CIPFA: CIPFA Business Limited 3 Robert Street, London WC2N 6RL Tel: 2 3117 184 23/1/212
PREFACE This report compares your data with the group of authorities specified on the title page. Throughout the report your figures are shown in tables and in graphical form. If you are not familiar with our reports we hope this page will help you to better understand the way we present this data. Averages: Almost all of our tables and charts compare your figure with a group average. The average is the unweighted mean value for the group. This average value ignores missing data, or data that we have excluded and for this reason sets of averages sometimes do not reconcile precisely. Charts: We display a large amount of data on charts as this allows us to show the data for the entire group efficiently and gives far more information than a simple average (i.e. range of data, individual authority values). Below we have annotated a couple of example charts to help explain what they show. Bar Charts: These are our standard method of displaying a full set of data Each bar represents an authority's value. 9 7 5 3 Your authority's bar highlights in black. 2-25k The group average is shown by a horizontal line. Salary Bandings FTE % 'Missing bars' on the left represent missing data or excluded data and are not included in calculating the average. under 2k 2-25k 25-3k 3-35k.9 3.4 1.5 14% 15% 54% 26% 24% 61% 2% 'Missing bars' on the right represent zero values and are included in the average. Summary Bar Charts: These present summaries of non-numerical data Possible answers. Yes (2) No (5) NA () Register of electors The bar is highlighted in black if this matches your authority's position. The number in brackets is the number of authorities that match this option. The scale is shown in percent, to help judge the relative size of each category. 23/1/212
CIPFA Benchmarking Club 212 Contents Section Page 1 Summary 4 Collection Rate 5 Collection Cost; Collection History 2 Collection Cost 6 Cost of Collection - Figures 7 Cost of Collection - Charts 3 Workload 1 Dwellings by Band; Band D Charge; Discretiory Discounts 11 Rebates & Discounts; Inspections 12 Reviews, Exterl SPD Reviews 13 Other Workload Measures 4 Billing, Recovery & Enforcement 14 Demands & Adjustment Notices; Timing 15 Reminders & Notices; Costs Charged to Taxpayers 16 Enforcement Actions 5 Collection 17 Collection; Quarterly Collection 19 Collection Rates - Historical 6 Payments 2 Methods of Payment 21 Credit Card Payments; Direct Debit 7 Customer Contact 22 Opening Hours; Phone Calls & Mail 23 Response Time; Leaflet 24 Corporate Contact Centres 8 Staff 25 Staff Grading; Homeworkers 26 Sickness Absence; Staff Turnover; Employment Status 9 Times Series Alysis 27 Time Series 1 Quartiles 28 Quartiles 23/1/212
Collection Rate SECTION 1 - SUMMARY 92% 9 88% 86% In-Year Collection 211/12 x u g f m z o j k t n e r s b d w a h 92% 9 88% 86% In-Year Collection 26/7 27/8 28/9 29/1 21/11 211/12 Barchester Average 1. Amount written off during 211/12.5% Write-offs at 31/3/12.8%.4%.6%.3%.4%.2%.2%. w r k o x z a h d b n m e s g f t j u.1%. 26/7 27/8 28/9 29/1 21/11 Barchester Average 3 25% Net Balance outstanding 31/3/12 2. 1.5% Balance outstanding at 31/3/12 15% 1. 5% h w e j a n s t m b o r f k z x d g u.5%. 26/7 27/8 28/9 29/1 21/11 Barchester Average Direct Debit 212/13 u w n m o d a g r z j t x e s k f b h % Direct Debit 7 5 3 6/7 7/8* 8/9* 9/1* 1/11* 11/12* In-year Collection W/off Balance outstanding at 31/3/12 Direct Debit % % % % 26/7 97.7% 97.2%.5%.3%.5%.5% 54.5% 55.5% 27/8 97.6% 97.3%.4%.2%.8%.6% 56.8% 56.2% 28/9 97.5% 97.2%.3%.2% 1.1%.8% 59.2% 58.1% 29/1 97.9% 97.3%.2%.2% 1.2% 1. 61. 59. 21/11 97.8% 97.4% 211/12 97.4% 97.4%.1%.1% 1.6% 1.4%.3%.4% 11.7% 7.8% 63.1% 59.3% 64.1% 59.5% Page 4 23/1/212
Collection Cost 5 15 1 5 Gross Cost o k n t g r b s e x z a h m j u d f w 12 1 8 6 4 Staff Cost h d n r t z o s j w a u b x g k e f m Enforcement Cost (or Surplus) 1, Dwellings/FTE 8, - 6, - 4 4, - 6-8 h m n r g b k s f u a x t z o d w e j 2, m u f b e a h z r g s o n d x t j k w Collection cost/dwelling 211/12 Gross Cost Staff Cost Enforcement cost Dwellings/FTE 13.1 13.3 4.78 6.75-7.25-3.1 4,484 3,879 Collection History 5 15 1 Gross Cost 1 Staff 8 6 4 6/7 7/8* 8/9* 9/1* 1/11* 11/12* 5 6/7 7/8* 8/9* 9/1* 1/11* 11/12* Enforcement (Net) - - 4-6 - 8-1 6/7 7/8* 8/9* 9/1* 1/11* 11/12* Page 5 23/1/212
SECTION 2 - COLLECTION COST COST/DWELLING 211/12 ACTUALS This tree diagram alyses the cost per dwelling. For each benchmark two figures are given, the first being the authority's cost and the second (in italics) is the group average. Staff 4.78 6.75 Customer Contact Centres 6.23 3.9 Staff Cost/FTE 1,438 8,46 Dwellings/FTE* 4,484 3,879 Gross Cost 13.1 13.3 Receiving Payments 1.67 Other Running Costs 5.17.14 Outsourcing Contract Costs 1.4 IT.52.96 Total Central Charges 4.7 3.44 Accommodation.47.62 Enforcement Cost (or Surplus) - 7.25-3.1 Other Central Charges 3.8. Costs 1.6.8 Income - 8.31-4.28 *In Dwellings/FTE we include Customer Contact Centre FTE. Costs of Collection Enforcement Costs 211/12 'k 211/12 Staff 343 In-house Bailiffs Customer Contact Centres 447 Exterl Bailiffs Receiving Payments Support Costs Enforcement Cost/(Surplus) (52) Fees Other Running Costs 371 Enforcement Cost Outsourcing Contract Costs less: Total Central Charges 292 Income Of which: Cost/(Surplus) IT Accommodation Other Central Charges 37 34 221 Gross Cost 933 'k 76. 76. (596.) (52.) Total Banded Dwellings 71,741 FTE Staff FTE Contact Centre Total Staff 16. 16. Page 6 23/1/212
Cost Per Dwelling 211/12 5 Gross Cost 12 1 8 6 4 Staff h d n r t z o s j w a u b x g k e f m 15 1 5 12 1 8 6 4 Customer Contact Centre o k n t g r b s e x z a h m j u d f w r h d k e x o j a m g w b t n f u s z 5 4 Receiving Payments 3 1 h e o z k m s t r x d u b a g f w j n 6 5 Other Running Costs 4 3 1 h t o g n s e u k r j m x z a f w d b. 1.5 Outsourcing Contract Costs 1..5. z x w u t s r n m k h g f e d b a o j 8 6 Total Central Charges 4 h t o g n s e u k r j m x z a f w d b - - 4-6 - 8 Enforcement Cost (or Surplus) h m n r g b k s f u a x t z o d w e j Page 7 23/1/212
Staff Cost Cost per Banded Dwelling 12 1 8 6 4 Staff Cost h d n r t z o s j w a u b x g k e f m 6 Cost/FTE 'k 5 4 3 1 h m u r b d z g n t a k s w x o j e f 1, Dwellings/FTE* 8, 6, 4, 2, m u f b e a h z r g s o n d x t j k w * Dwellings per Staff FTE and Contact Centre FTE Enforcement Cost Cost per Banded Dwelling Enforcement Cost (or Surplus) 5 Costs 4-3 - 4-6 1-8 h m n r g b k s f u a x t z o d w e j s w m e n k j d r t u o a z f x g h b Income - - 4-6 - 8-1 k r h b m f u a g x n t z o d s j e w Page 8 23/1/212
Total Central Charges Cost per Banded Dwelling. IT 8 6 4 Total Central Charges h t o g n s e u k r j m x z a f w d b 1.5 1..5. 3..5. 1.5 1..5. h s u r k x n m t g w z j f d e a b o Accommodation w h k o n s g t j e m z x u d a r b f 5 4 3 1 Other Central Charges k h t g e o n j s u r z m a x f b w d Page 9 23/1/212
Dwellings by Band 212/13 Billing Time SECTION 3 - WORKLOAD Total Dwellings by Band Band No. % A 38,674 54% 31% B 16,879 24% 21% C 8,486 12% 23% D 4,75 7% 13% E 1,84 3% 7% F 683 1% 3% G 427 1% 2% H 47 I* Total 71,741 * Wales Only 7 5 3 % Band A s r e w t n a z k x o j b f m g h d u, 1,5 1, 5 Average Band D Charge w s r z x t k e m g n u f a b h o j d 7% 6% 5% 4% 3% 2% 1% Exempt h m s e f d o t z k a g r u w n x j b Average Band D Charge Charge 1,498 1,539 Exempt Dwellings Total Banded Dwellings Exempt Chargeable Dwellings No. 71,741 2,381 69,36 % 3.3% 3. Discretiory Discounts 5 3 2nd Homes % Discount w x r z u t s o n m k j h g f e b a d 5 3 LT Empties % Discount w x r z u k h b t s o n m j g f e d a Discretiory Discounts 212/13 Second Homes Long Term Empty Number 382 963 % Charg'ble Dwelling.6% 1.4% 1.3% 1.5% Discount Level 1.. 13.9% 8.3% Page 1 23/1/212
Rebates & Discounts 3 25% 15% 5% Rebated h s w e r a k o t b n f d j z m x u g 2. 1.5% 1..5%. 25% Discounts r h o d g s j m w n u x e f a z b k t 12% 8% 6% 4% 2% CTB Rebated < k s b w f h o e a r n m d t z u x j g 2.5% 2. 1.5% 1..5%. 5 Discounts r h t s f x d z j n a m e g b k u w o Rebates and Discounts % Charg'ble 212/13 billing time rebated CTB Rebated < SPD 25% Discounts* 5 Discounts* Disability Reductions Section 13a discount No. 15,65 5,269 26,234 689 15 31 1 Dwelling 21.7% 7.6% 37.8% 1..2%.4%. *Excluding second homes and long term empty 16.6% 7.5% 35. 1..3%.6%. 1.2% Disability Reductions 1..8%.6%.4%.2%. m s t f x z r k d n g w j a e o h b u Number of Chargeable Dwellings 69,36 Inspections.25 Inspections/Dwelling 1, Inspections/Inspector.2 8,.15 6,.1 4,.5 2,. z m e d n x s g t j r f w o u k b h a z m e x g n d s f j r o t a w h u k b Inspections 211/12 Inspections FTE inspectors No. 16,5 2. Inspections per Banded Dwelling Inspections per FTE.23 8,25.1 4,736 No. times empties inspected per annum 4 2.6 Total Banded Dwellings 71,741 Page 11 23/1/212
Reviews Number of Reviews and Reminders 211/12 Properties Subject To Review(s) of Exemption & Discounts Review Reminders Issued No. 29,49 n/a /Banded Dwelling.41.194.31.5.4.3.2.1 Reviews.1.8.6.4.2 Review Reminders. z n k a f d e u r j t g w b s o h m x. z w u o n m k f e a j r b h d s x t g Basis of Review 211/12 Authority CT discounts Rolling basis Exemptions Rolling basis SPD Rolling basis % Annually 33.3% 26.7% 6. % Rolling 66.7% 73.3% 4. Cross-Referencing 211/12 Authority Register of electors Yes Live HB/CTB cases Yes Council Employees No Exterl Agency Yes Yes No 73.7% 26.3% 94.7%. 1.5% 78.9% 42.1% 57.9% Methods of Conducting Reviews 211/12 Authority Post Yes Visits Yes Exterl Agency Yes Yes No 1.. 68.4% 31.6% 42.1% 52.6% NFI Data matching exercises 211/12 Authority Yes No Do you take part in No 89.5% 1.5% NFI matching Authority Additiol debt collected 996k Exterl SPD Reviews Basis of Review 211/12 Authority SPD reviews carried out Yes Yes 36.8% No 63.2% Cost of exercise Account reviews carried out in detail Number of SPD reviews Cancelled Additiol Debt raised 5 k 4,412 23 63 k Page 12 23/1/212
Other Workload Measures 12% Refunds.5 Insolvencies 8% 6% 4% 2%..3.. z m x u b k e j n f a h w g o t r d s. x w r n k j h g s a t e d u z o m f b 8% 6% 4% 2% Write-Offs r a k z o t m b x s d w g e f h u n j.14%.12%..8%.6%.4%.2%. FOI/Data Protection w r z x a h u e s g t f n o m b k j d.14%.12%..8%.6%.4%.2%. Complaints r m h x j e d o f g b z n t w a u k s 3. 2.5% 2. 1.5% 1..5%. Changes to Banding (inc. new properties and deletions) z r m e b k t s u g a x n d j o w h f Other Workload Measures 211/12 Refunds Insolvencies Write-Offs FOI/Data Protection Registered Complaints Ombudsman Inquiries Changes to Banding* No. 6,44 17 834 29 54 2 Charg'ble Dwellings (%) 8.71%.15% 1..4% 7.99%.13% 2.7.4%.8%.4%.. 1.26% Number of Registered complaints Ombudsman Inquiries upheld * inc. new properties and deletions 16 6.6 Page 13 23/1/212
SECTION 4 - BILLING, RECOVERY & ENFORCEMENT Demands & Adjustment Notices 211/12 Actuals per 1 Banded Dwellings Of which: 3,4 2,9 2,4 1,9 1,4 9 4 Total Demands & Adjustment Notices f r e a s o n w u x d t g m j k z h b 2,5 2, 1,5 1, 5 New or Amended h b f r e a s o n w u x d t g m j k z Demands & Adjustment Notices 211/12 Number /1 Initial Demands 71,478 996 99 New or Amended 94,917 1,323 1,6 Total 166,395 2,319 1,938 Total Banded Dwellings 71,741 Timing 12-Mar 7-Mar 2-Mar 26-Feb 21-Feb 16-Feb 11-Feb Tax Declared m z r x w s o b a f u k g d n j h t e 1-Apr 22-Mar 12-Mar 2-Mar 21-Feb 11-Feb Demands Issued m w d z t o f x n s r k a g u h j e b Timing 212/13 Date Tax Declared Demands Issued 1st Instalment - D.D. 1st Instalment - Other 16-Feb-12 5-Mar-12 1-Apr-12 1-Apr-12 26-Feb-12 11-Mar-12 2-Apr-12 1-Apr-12 11-Apr 6-Apr 1-Apr 27-Mar First Instalment Due - Direct Debit Frequency of Notices 211/12 Reminders (avg. days after instalment) Fil Notices (avg. days after instalment) Frequency of Billing (no. days per week) Days 14 14 5 14 2.2 4.6 22-Mar 11-Apr 6-Apr 1-Apr m z w d g x u t s r o n k j h f e b a First Instalment Due - Other Payment Types 27-Mar 22-Mar m w d z x u t s r o n k j h g f e b a Page 14 23/1/212
Reminders & Notices 211/12 Actuals per 1 Chargeable Dwellings 1, 8 6 4 2 Total h n b m w j e g o t u a k d z r f s x 7 6 5 4 3 2 1 Reminders m n w h b e g o j t d f r s u k z a x Reminders & Notices 211/12 Reminders Fil Notices Total Number of Chargeable Dwellings Number /1 29,653 428 326 2,62 38 74 32,255 465 41 69,36 3 25 2 15 1 5 Fil Notices m h b j a u k z n w x e g t d o r s f Costs Charged to Taxpayers 14 12 1 8 6 4 Summons & Liability Order h b n u o m j g z x w f a s r e d t k 1 8 6 4 Summons j h w z r e s m k d f x t o g u n b a Costs Charged to Taxpayers 212/13 Issue of Summons Issue of Liability Order Summons & Liability Order Committal Non-supply of information Charge 7 7 4 62 2 84 39 68 7 6 5 4 3 1 Liability Order b n u a o m h g x f z t s d w r k j e 35 3 5 15 1 5 Committal z m f b a x u r n k j d t s o e h g w Page 15 23/1/212
Enforcement Actions 211/12 Actuals per 1 Chargeable Dwellings 2 15 1 5 Summonses for Non-Payment e h s a r t d f x n j w o b k z m u g 14 12 1 8 6 4 2 Liability Orders Granted h e a j s t k r x n d b w z o f m g u 4 3 2 1 Attachment of Earnings Orders e t a s r o z b n w k u x m f h j g d 6 5 4 3 2 1 Applications for DWP Deductions e s n t a r o w j f b x d k z u m h g 1 8 Referrals to Bailiffs/Collectors 1 1 Committal Summonses 6 1 4 2 x j o h n r m b e k t d f a g s w z u w e z x u t s r o n m k j h g f d b a Enforcement Actions 211/12 Summonses for Non-Payment Liability Orders Granted Summonses Non-Supply of Info Attachment of Earnings Orders Applications for DWP Deductions Referrals to Bailiffs/Collectors Collection of Pelty Charges Committal Summonses Committal Orders - Sentence Suspended Committal Orders - Sentence Imposed Arrest Warrants - with Bail Arrest Warrants - without Bail Charging Orders Statutory Demands Issued Petitions Commenced Bankruptcies Obtained Number /1 11,651 167.98 8,399 121.9 N/A 2,48 35.76 4,714 67.96 4,24 61.13 N/A 91 1.31 83 1.2 2.3 68.98 35 23 3.5.33.4 3 3.4.4 18.14 77.24.2 13.59 17.9 51.31..38.2.1.2.8.7.22.5.1 Number of Chargeable Dwellings 69,36 Page 16 23/1/212
Collection 211/12 SECTION 5 - COLLECTION 1,4 1,2 1, 8 6 4 Net Debit per Chargeable Dwelling g u z m x f n b j t r o w a d s e k h 92% 9 88% 86% In-Year Collection 211/12 x u g f m z o j k t n e r s b d w a h Barchester 819 953 Barchester 97.4% 97.4% Overall Collection Account 211/12 Balance brought forward 1/4/11 Net debit for 211/12 Prior year debit adjustments Amount collectable ' 6,315 56,838 63,153 % ND 11.1% 1. 111.1% 7.9% 1. -.4% 17.5% Amount collected during 11/12 of which for previous years Amount written-off during 11/12 Net Balance outstanding 31/3/12 56,323 99.1% 99.3% 977 172 6,658 1.7%.3% 11.7% 1.9%.4% 7.8% 1..8%.6%.4%.2%. Amount written off during 211/12 w r k o x z a h d b n m e s g f t j u 3 25% 15% 5% Net Balance outstanding 31/3/12 h w e j a n s t m b o r f k z x d g u Quarterly Collection as a Percentage of Net Debit Cumulative collection by month 211/12 % ND Before April April May June 2. 12. 21.5% 3.7% 1.3% 1.6% 2.3% 29.5% 35% 3 25% June k d u j m e f t x g n h s o b r a w z July August September 39.8% 49. 58.3% 38.7% 48. 57.3% 65% 55% September October November December 68. 77.2% 86.2% 66.6% 75.9% 85. 5 45% m d u j f t k g x e n b s r h a o z w January February March 94.9% 96.4% 97.4% 94. 96.2% 97.4% 9 7 December m u k j g x t d f e n b s r z h a o w Page 17 23/1/212
Collection Rates - Historical In-Year Collection Cumulative Collection to 31/3/12 92% 9 26/7 n f m x g u z r e d t o b w s a j k h 99% 97% 95% 26/7 u n m k h f a z o b r g d s x t e j w 92% 9 27/8 n f u m g z x r e o d t k w b s j a h 99% 97% 95% 27/8 u n m k h f a z o b g r d x s t e j w 92% 9 28/9 n f g m u x z o e k t s w d b j r a h 99% 97% 95% 93% 28/9 u n m k h f a z o b g d r x t s j e w 92% 9 29/1 f x u m g e o z t k w b s r j a n d h 92% 29/1 u m k h f a z o b g r x t d j n e s w 92% 9 21/11 x u m f g o k e z t j r b a s n d w h 92% 21/11 u m k h f a z o b g x r j t n e d s w In-year Collection 26/7 27/8 28/9 29/1 21/11 211/12 % 97.7% 97.2% 97.6% 97.3% 97.5% 97.2% 97.9% 97.3% 97.8% 97.4% 97.4% 97.4% Cumulative Collection at 31/3/12 ( 'k) Net debit Collected 26/7 51,187 5,676 27/8 52,867 52,237 28/9 54,913 54,181 29/1 55,673 54,935 21/11 56,639 55,714 W/Off 232 196 147 94 32 Balance 279 434 585 644 893 Collection as a Percentage of Net Debit Cumulative to 31/3/12 Accounts Outstanding Collected W/off Balance No. % Total % % % 26/7.8% 26/7 99. 99.2%.5%.3%.5%.5% 27/8 28/9 29/1 21/11 1. 1.3% 1.8% 2.7% 27/8 28/9 29/1 21/11 98.8% 98.7% 98.7% 98.4% 99.1% 99. 98.8% 98.5%.4%.3%.2%.1%.2%.2%.2%.1%.8% 1.1% 1.2% 1.6%.6%.8% 1. 1.4% % Total: As a percentage of chargeable dwellings (at 212/13 billing time) Page 18 23/1/212
Collection - Historical In-Year Collection Cumulative Collection at 31/3/12 92% 9 88% 86% 26/7 27/8 28/9 29/1 21/11 211/12 92% 9 26/7 27/8 28/9 29/1 21/11 Barchester Average Barchester Average.5..3... Write-offs at 31/3/12 26/7 27/8 28/9 29/1 21/11 Barchester Average 1.8% 1.6% 1.4% 1.2% 1..8%.6%.4%.2%. Balance outstanding at 31/3/12 26/7 27/8 28/9 29/1 21/11 Barchester Average Please note that with the exception of the In-Year Collection graph, the graphs are shown comparing your position as at 31/3/12. Therefore the data points for each year are not directly comparable (as the 26/7 Debit has had five years to be collected and accumulate write-offs, while the 27/8 has only had four, 29/1 three etc...). For this reason we have not put a trend line through the average points. The trends that may appear are how your figures compare with the average over time, as differences in practice may lead to significant differences in collection performance. Page 19 23/1/212
SECTION 6 - PAYMENTS Methods of Payment (number of payments) 35% 3 25% 15% 5% Cash/Cheque (by post & over the counter) e a h r z s k b n t u x w m d j f g o Payment outlets (PO, AllPay, PayPoint, PayZone etc) h e a b s f w t r j d g n x o k m z u 3 25% 15% 5% Internet payments (LA website) e b a h m u j r g n f k o d w s z x t 3 25% 15% 5% Automated telephone (ATP) w t m k e b a h z g j d r o u x s f n 12% 8% 6% 4% 2% Bank credits (including online banking) e a u o j d s m f g w z x n t r k h b 12% 8% 6% 4% 2% Other e a t b d m w x u n f z o s g r k j h Number of payments % Total Value of payment % Total 211/12 Number Payment 211/12 ( 'k) Payment Cash/Cheque 6.5% Cash/Cheque 8.9% Debit & credit card 6. Debit & credit card 6. Direct Debit 69.5% Direct Debit 76.4% Payment outlets 11.6% Payment outlets 6.5% Internet payments 4.1% Internet payments 4.4% ATP 4.2% ATP 4.1% Bank credits 3.4% Bank credits 3.6% Other 1.9% Other 1.4% Total Total Payments/Liable Dwellings 211/12 Number 9.39 Number of Liable Dwellings* *Chargeable Dwellings less dwellings that are rebated 54,295 Page 2 23/1/212
Credit Card Accept Credit Cards? Yes (18) No (1) NA () 3 5 7 9 Recharges to customers for payment by credit card Payment of 1 Total recharges..5.9k Total Number of Payments 2.5 2. 1.5 1..5 Recharge for a payment of 1 8k 6k 4k 2k Total recharges ( 'k). x w k a r s g t d z u o n m j h f e b k x w t k g e d b a r s z u o n m j h f Direct Debit Percentage of dwellings paying by direct debit 211/12 212/13 w u m n o g d a z j r t x e s f k b h u w n m o d a g r z j t x e s k f b h Direct Debit % Paying by DD 211/12 Auth 64.1% 66.4% 212/13 Auth 64.7% 67.3% 8 6 4 No. Dates No. dates available per month 2 4 2 b m z r a x w t s o k h g d n f u e j Page 21 23/1/212
Section SECTION 7 - CUSTOMER CONTACT Hours Open Persol Callers Phone Calls Hours 4. 41. 45. 43.6 6 55 5 45 4 35 3 25 Hours Open - Persol Calls j m u x t d a o b g w n k h e z r s f 65 55 45 35 25 Hours Open - Phone Calls w j n m e z u s h x t d a o g b k r f Phone Calls & Mail Direct to Council per banded dwelling 211/12 Phone Calls & Mail Direct to Direct to Contact Centre Total /Banded 211/12 Number Dwelling Number Items of Mail* Emails Received Phone Calls of which answered *excluding payments Total Banded dwellings 37,519.52.49.11.81 71,741 /Banded Dwelling.1.92 Number 37,519 /Banded Dwelling.52.49.11.99.3.25.2.15.1.5. Emails Received w u r j g e b n h d o z x a f s m k t 1.2 1..8.6.4.2. Items of Mail* w u t j b d g n h a s x e k r m f o z 3.5 3. 2.5 2. 1.5 1..5. Phone Calls z t s r o n m f e w d h b u a x j k g 25% 15% 5% % Calls Abandoned z x w u t s r o n m k j h g f e a b d Barchester 12% Page 22 23/1/212
Response Time (days) 14 12 1 8 6 4 2 Mail r n f s z w u o h d b t m g j x k e a 12 1 8 6 4 2 Email r n s u o h d z m g f b j x e t w k a Barchester 3 7.2 Barchester 3 5.3 Leaflet Yes (9) Is your Leaflet Produced with Other Precepting Authorities? No (1) NA () 3 5 7 9 Yes (1) Do You Get Advertising Income from the Leaflet? No (18) NA () 3 5 7 9 Overall Collection Account 211/12 Gross Cost of Printing and Distributing Leaflet Income from Advertising Leaflet ' 8 7 Net Cost of Printiing and Distributing Leaflet 8 7 2 Print Volume Leaflet 15 1 Authority ('s) Print Volume of Leaflet 97 93 5 n w j g u o m e f h b t d x r z s k a Black & White (6) Format of leaflet Colour (13) NA () 3 5 7 9 Yes (16) Is your leaflet online No (3) NA () 3 5 7 9 Page 23 23/1/212
Corporate Contact Centres Do you have a CCC handling calls and visits? Phone Calls Persol Visits Authority Yes Yes % Yes 79% 74% Does it have staff dedicated to enquiries? Barchester Authority Yes % Yes 56% Query Types Billings Enquiries Exemptions & Discounts Occupancy Changes Payment Arrangements Recovery Enquiries Take Payments Authority Referred Referred Referred Processed Referred Processed Calls Process 75% 19% 25% 5 38% % Refer 25% 81% 75% 5 63% Visits Authority Process Referred 54% Referred 8% Referred 15% Processed 54% Referred 31% Processed 83% % Refer 46% 92% 85% 46% 69% 17% Billing Enquiries (12) Which enquiries are processed? - Calls Exemptions & Discounts (3) Occupancy Changes (4) Payment Arrangements (8) Recovery Enquiries (6) Take Payments (16) 3 5 7 9 Billing Enquiries (2) Which enquiries are processed? - Visits Exemptions & Discounts () Occupancy Changes (1) Payment Arrangements (2) Recovery Enquiries (1) Take Payments (1) 3 5 7 9 Page 24 23/1/212
Staff Grading SECTION 8 - STAFF Under 15k 15-2k k e t j z x w u s r o n m h g f d b a f j x e r a t s w k o b d n u z g m h -25k 5-3k m h g d z u b n o w s r x t f a e k j k m u g n z a d t w j r s b h e x o f 3-4k Over 4k h n u g s o t f w x z k r a d e j m b b z u x a o n j w t s r m k h g f e d Staff by Pay Level 1/4/12 Under 15k 15-2k -25k 5-3k 3-4k Over 4k FTE 3. 18. 3. 1. 1.. 26. % 12% 69% 12% 4% 4% 2% 39% 7% 2% % Staff in each pay band Under 15k 15-2k -25k 5-3k Your values Average 3-4k Over 4k Homeworkers % Homeworkers Homeworkers Total FTE FTE % CT Staff 7.6 48% 11% 16. m e w s j g f t d z x u r o n k h b a Page 25 23/1/212
Sickness Absence 15 1 5 Total Lost Days per FTE z t m a g b d o w r f u h e n x j k s 12 1 8 6 4 2 Long Term Sick per FTE z t m a g d b o w f k n h j x u s r e Sickness Absence - Number of days 211/12 Long Term Short Term Total Days/FTE. 3.3 5. 3.1 5. 6.2 7 6 5 4 3 2 1 Short Term Sick per FTE z t m k a r u e b x h j g o w f s n d Staff Turnover 3 25% 15% 5% Turnover m e a z o k u t b w n d x s r j h g f Turnover 211/12 % 6.86% Employment Status 6. 5. 4. 3. 2. 1.. Permanent Staff - Overtime f g b n s r o m a z t x w u k j h e d 3. 25. 2. 15. 1. 5.. Contract/Agency Staff f h n z x w u t s r o m k j g e d b a Employment Status 211/12 Permanent Staff - Normal Permanent Staff - Overtime Contract/Agency Staff % 1... 96.4% 1.2% 2.4% Page 26 23/1/212
SECTION 9 - TIME SERIES ANALYSIS The 212 averages are the actual club averages. For previous years, the averages shown here are scaled up or down from the 212 figure based on the average rate of change in each year. This is calculated using data from members who supplied figures in consecutive years, (otherwise the simple average in each year would be distorted by changes in the composition of the club from year to year). The full club averages are used even in comparator reports. KEY: Black Line Crosses 5 Club Average Barchester Gross Cost 1 Staff 8 6 4 6/7 7/8* 8/9* 9/1* 1/11* 11/12* 15 1 5 6/7 7/8* 8/9* 9/1* 1/11* 11/12* Other Costs 15 1 5 6/7 7/8* 8/9* 9/1* 1/11* 11/12* 5 Enforcement (Net) In-Year Collection - 5-1 6/7 7/8* 8/9* 9/1* 1/11* 11/12* 92% 9 6/7 7/8* 8/9* 9/1* 1/11* 11/12* % Direct Debit 6/7 7/8* 8/9* 9/1* 1/11* 11/12* Times Series 6/7 7/8* 8/9* 9/1* 1/11* 11/12* Total Banded Dwellings 7,194 7,89 7,971 71,214 71,46 71,741 Gross Cost 928 k 87 k 785 k 1,649 k 1,43 k 933 k Cost per Banded Dwelling Staff 6.57 7.5 8.45 8.65 4.87 4.78 Average 8.5 8.58 8.57 8.66 8.6 8.26 Other Costs 13.21 1.79 1.78 13.24 14.55 15.47 Average 9.37 9.81 1.6 1.7 1.2 9.79 Enforcement (Net) - 6.55-5.57-8.17 1.26-4.83-7.25 Average -.9-3.65-3.77-3.81-3.81-4.1 Gross Cost 13.22 12.27 11.6 3.16 14.6 13.1 Average 14.86 14.26 14.28 14.88 14.91 14.22 In-Year Collection 97.7% 97.6% 97.5% 97.9% 97.8% 97.4% Average 94. 94.1% 94.1% 94.2% 96.6% 96.7% % Direct Debit 54.5% 56.8% 59.2% 61. 63.1% 64.1% Average 55.5% 56.2% 58.1% 59. 59.3% 59.5% *26/7 cost figures are estimates collected in previous years, 27/8 onwards are actuals. Page 27 23/1/212
SECTION 1 - QUARTILE FIGURES Quartile figures Barchester Average Lower Quartile Median Upper Quartile Collection Cost per Dwelling 13.1 13.3 1.98 12.93 15.57 % Paying by Direct Debit (212/13) 64.7% 67.3% 62.6% 69.7% 74. In-year Collection Rate (211/12) 97.4% 97.4% 97.2% 97.4% 98. December 86.2% 85. 82.6% 86.2% 87. September 58.3% 57.3% 55.2% 58.3% 58.8% June 3.7% 29.5% 28.2% 29.9% 3.7% Sick Days per Employee 5. 6.2 3.8 5. 7.8 Page 28 23/1/212