General consultancy support to the revenues service at the Milton Keynes site
• Implementation of the changes to Empty Property Rates
• Review of recovery and collection
• Reviewed and created business plan/time line
• Review of Anite@work reporting
• Assisted in interim management of the service
• Creation of performance management reports

Following on from interim management role , retained to provide general advice and support, on and off site, to the recently appointed Head of Benefits

Conducted a brief review of the Revenues and Benefits Service to include

• NNDR
• Council Tax
• Housing and Council Tax Benefits

Examined costs, from benchmarked data, taking into account value for money versus service levels

Examined procedures and working practices within the service, identified service cost efficiencies that could be generated whilst maintaining PI performance.

Reviewed performance within the service and commented upon benchmarked data and sustainability in the context of changing environments.

Reviewed the structure and resource requirements in delivering the service.

Reviewed customer contact and how this impacted on the Customer Access Strategy.

A full report was delivered on time and within agreed costs.

Appointed to review benefit service and improve on poor performance.
Removal of backlog from 900 claims to 180 in 6 months
Led service from bottom quartile to top quartile for new claims processing
“Excellent” authority score for National Performance Standards

Developed effective service policies and procedures designed to support the Council's values and organisation development strategy, service and business aims.

Continually reviewed, developed and promoted processes, practices and procedures, ensured they were robust tp achieve the optimum benefit from technology and employees

Prepared, implemented, monitored and reviewed a service improvement plan

Maintained performance against the National performance standards

Implemented BFI and audit recommendations.

Interpreted and implementing changing legislation and government policy

Ensured all subsidy claims and statistical returns to Central Government were made to central government and were accurate , submitted on time and where applicable receive an unqualified audit opinion

Managed a team of employees, ensuring that they are recruited, developed, supported, informed and motivated to achieve work objectives and optimum productivity and that their performance was monitored against agreed criteria.

Monitored and controlled costs in line with the Council’s Standing Orders and Financial Regulations

Improved, developed and evaluated the level of service satisfaction to claimants/clients

Increased options available to claimants/clients re contacting and undertaking transactions with the Council

Encouraged contributions to social inclusion aims by maximising the take up of benefits available.

Contributed to the delivery and implementation of the Council's ICT strategy by developing new and innovative ways of expanding the Council's use of electronic services, capitalising on the potential of information technology

Increased the number of transactions performed electronically.

Expanded the provision of information to Fareham citizens, claimants, and other organisations.

Increased the operational and cost effectiveness of the service.

Developed ICT skills, aptitude and awareness of employees.

Supported the Council in recommendations following a CPA review

Implemented a process of benchmarking to measure the performance of the service against that provided by other local authorities.

Researched and developed local Performance Indicators and targets and regularly monitored and reported on the quality of service provision against those indicators, achieving top quartile results

Monitored and reported on performance against National Performance Indicators and targets, achieving top quartile results

Consulted customer/clients in service developments and seeking their views on issues for improvement

Member of Departmental Management Team.

Kept the Director informed of progress and developments relating to performance, operation and management of the unit.

Supported the democratic process and elected members in the provision of Benefit services and to help the achievement of the Council’s vision, aims and objectives.

Prepared reports and presented them to elected members.

Responded to requests for help and information from elected members

Provided contracted support as the Anite project manager for the Anite Images@work system into the London Borough of Lambeth Housing and Forest of Dean Council Revenues and Benefits services.

Duties included, full project management, training , time management, BPR and system review. Full project board role.

Advice and guidance on the implementation of IBS workflow.

Preparation of “to be” models based upon changed working practices

Advice on scanning and indexing requirements including document types etc.

Provision of implementation plan and acceptance testing.

Retained by Oadby and Wigston BC to provided system implementation and project management of the Pericles benefits product , leading to a go live date of April 05.

Acting as the Project Manager and implementer, working with corporate colleagues in devising interfaces, and implementation plans.

Devising a manual load and reconciliation procedures.

Chairing all project boards and providing risk analysis details to the Head of Service and Chief Executive.

Review of current systems and provision of a full report as to options for replacement systems.

Assistance with initial partnership working with Christchurch BC.

Preparation of DWP bid for procurement of new systems.

Day to day management of a busy benefits section,

Responsibility for all types of claims,

Restructure of section and appointment of full time benefits manager

Implementation of IBS (OPEN) and beta implementation of IBS workflow.

Implemented new procedures for Tax Credits and benefit period abolition.

Participated in the Directorate Management Team and the Chief Executive’s team meetings.

Developed and pursued a 'best value' approach to the delivery of the Revenues and Benefits Service, including the identification and maintenance of appropriate benchmarks and continuous improvement.

Led the Revenues and Benefits Management Team.

Ensured that adequate management and staff resources, together with efficient and secure systems are provided, in relation to :
(i) The billing, collection and arrears recovery of Council Tax, National Non-domestic Rates,
(ii) The assessment, payment and recovery of overpayments of Housing and Council Tax Benefits;
(iii) The Verification Benefits Framework and Benefit fraud investigation.
(iv) The compilation of statutory returns together with the provision of timely information to Government departments and other bodies as required.

Interpreted legislation, and advise on implications to the Council.

Advised Revenues and Benefits staff on appropriate action in complex cases.

Prepared and presented reports to Management Team and to Council Committees,

Ensured budgets were correctly formulated, profiled, monitored, reviewed and controlled and any exception reports duly issued.

Investigated and responded to all complaints against the Revenues and Benefits Service, in accordance with the Council's complaints procedure.

Subsequent to holding the post of Head of Revenues and Benefits I assisted in the implementation of Pericles Council Tax and the interfaces to benefits as required.