Team Plan 2015/16. Business Rates (NNDR)
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1 Business Rates (NNDR) Team Plan 2015/16 Team Manager: Janette Niblett Service Plan: Resources Date signed off: 01/06/2015 Signed off by: Nigel Smith, Revenues and Benefits Manager 1
2 Contents Team Overview... 3 Our Contribution to Service Plan priorities 2014/ Our Team Plan 2015/
3 Team Overview Business Rates (NNDR) The Control Team (Business Rates/NNDR) undertakes a number of key roles for the Council. The key objectives and responsibilities of the team are: To administer the Registration, Collection & Recovery of Business Rates (NNDR) in accordance with statute and regulations. To grant Reliefs, Exemptions and Discounts where applicable in accordance with statute and regulations. Assists in the administration of the Collection & Recovery of Council Tax (Control & Direct Debit Functions) Maximise Income due to the Council from Business Ratepayers. The Team s broad functions are: To collect and recover both efficiently and timely Business Rates due to the Council. To meet and respect the needs of customers, colleagues and future generations. To implement good staff management practices and ensure there are sufficiently trained staff to provide services to meet customer needs To exercise robust financial management and explore all opportunities to improve efficiency and service quality including collaborative working. To promote and further develop Electronic service delivery / self-service where justified by a business case To manage the Council's assets and resources effectively and securely to deliver the service To work towards a smooth transition in service migration using clear timetables and responsibilities with minimum disruption for customers to comply with the Council s statutory requirements. Engage with relevant bodies in preparation for changes to alleviate any impact on service continuity and workforce 3
4 Our Contribution to Service Plan priorities 2014/15 Our contribution to the Service Plan priorities last year: The Section continues to effectively retrieve Business Rates (NNDR) and during 2013/ % of all NNDR was successfully received by the authority. As for 2014/15, this figure was 98.4%. This contributes to the Corporate and Service plans of the Council by maximising the collection of local taxes. 4
5 Our Team Plan 2015/16 Service Outcome 2: Service Objective 3: The Vale community benefits from the Council s sound and transparent decision-making through effective management of resources. To optimise our resources, exercise robust financial management and provide effective relevant services and facilities. Ref. During we plan to: 1 Undertake annual PDRS and review after six months 2 Maintain/monitor levels of sickness absence Ensure staff awareness of sickness absence procedure Promote counselling service & occupational nurse 3 Raise staff awareness and work within the Vales Equality Scheme of relevant quality issues both internally and for customers 4 Continue to support home working Success Criteria/ Outcomes we ll achieve from this action are: Identify key tasks and training needs Implement sickness absence procedure in line with the Council s Management of Attendance Policy Promote through staff inductions and team meetings Staff respond proactively to equalities issues both internally and externally Increased efficiency and staff satisfaction with flexible working arrangements. Improves staff morale with flexibility which increases efficiency and staff satisfaction. Reduces sickness levels. Increases staff retention. High, Medium or Low priority Officer responsible for achieving this action 5 Start date Finish date How will the work be resourced? High Jan Niblett 01/10/ /12/2015 Complete Team PDRS High Jan Niblett 01/04/ /03/2016 RTW interviews Low Jan Niblett 01/04/ /03/2016 Team Meetings Low Jan Niblett 01/04/ /03/2016 Maintain Home working option Progress
6 5 Ensure staffing levels are adequate to deal with workload & extra staff available to cover exigencies generated Target resources and prioritise work loads 6 Ensure staff are trained in line with legislation to give correct advice consistently 7 Hold Team meetings/briefings to communicate with staff on issues that cause concern. 8 Update Internet, leaflets, posters in line with legislative changes from Welsh Government or Parliament 9 Introduce Academy Modules that improve Software efficiency 10 Promote Self Service & E- Billing for Council Tax, Business Rates & Benefits customers 11 Control Quality assurance tests in the document management and workflow system No transport needed reducing carbon emissions Complete work generated. Improve staff moral and meet customer needs Accounts are processed consistently and correctly. Ensures staff are polite, helpful and that correct advice is given to the customer Praise staff for good performance and attendance. Improves staff morale Ensure documents are double sided to reduce paper use and waste. Provide accurate information Increase efficiency when processing data and dealing with customer enquiries Customers are able to view bills and accounts online Measure errors made using the system Medium Jan Niblett 01/04/ /03/2016 Monitor staffing levels Medium Jan Niblett 01/04/ /03/2016 Monitor staff training needs when new legislation is introduced Medium Jan Niblett 01/04/ /03/2016 Hold monthly meetings Medium Jan Niblett 01/04/ /03/2016 Monitor Documents & Web pages Medium Jan Niblett 01/04/ /03/2016 Upgrade system with software releases Medium Jan Niblett 01/04/ /03/2016 Raise customer awareness Medium Jan Niblett 01/04/ /03/2016 DIP QC system control 12 Continue to use DIP & Reduction in paper use Medium Jan Niblett 01/04/ /03/2016 Upgrade system 6
7 Workflow to scan documents 13 Produce and implement an annual recovery schedule 14 Continue to promote the uptake of Direct Debit. 15 Annual Review all empty Non Domestic properties 16 Small Business Rates Relief scheme 2015/16 17 Implement and administer Retail Rate Relief 2015/16 18 Complete Non Domestic Rate returns for Welsh Government in line with current legislation and paper waste Meet the targets of regular specified court dates Increase in uptake of payers by including DD mandates in annual bills Ensure accuracy of records Implement Small Business Rate Relief for all qualifying accounts Apply to relief on application in accordance with software releases High Jan Niblett 01/04/ /03/2016 Attendance at Court High Jan Niblett 01/04/ /03/2016 Offer DD to customers High Jan Niblett 01/04/ /03/2016 Ensure Tax base is accurate High Jan Niblett 01/04/ /03/2016 Introduce & implement new legislation High Jan Niblett 01/07/ /03/2016 Introduce & implement new with criteria & guidance legislation Ensure accuracy of data High Nigel Smith 01/04/ /03/2016 Meet Government requirements 7
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