A Trusted Shared Service Business Partner

Transcription

1 A Trusted Shared Service Business Partner Delivering value and supporting better healthcare 100% Recommended by all our Clients 0026 Certificate Number 9930 ISO 9001 Version 1.3 Calderstones Partnership NHS Foundation Trust

2 Delivering value and supporting better healthcare in the NHS through: High quality, cost efficient service delivery World class performance Experienced NHS shared services staff All services delivered onshore About ELFS Shared Services NHS Since 2002, ELFS Shared Services has pioneered the concept of shared services for the NHS. ELFS Shared Services, a business division of Calderstones Partnership NHS Foundation Trust, leads the way in developing and providing ledger systems, financial accounting, purchase to pay and payroll pensions, expenses and HR transactional solutions to all types of NHS organisations, not only saving you money but delivering real value through service excellence, business intelligence and service transformation. Once safely migrated to ELFS Shared Services our unique, flexible shared service options enable our clients to focus their attention on local business improvement activities, strategic decision making and releasing resources to frontline care. With 100% recommendations and strong endorsements from all its clients, ELFS Shared Services has demonstrated the principle and benefits of using shared services. ELFS Shared Services provides a flexible services approach to NHS organisations seeking to outsource and modernise their back office service delivery with an NHS provider. Through our focus on operational excellence, we offer clients substantial benefits such as high quality management information, fast paperless transaction processing and substantial savings on current costs. Our commitment and focus on customer service means that clients are confident they have the support they need for their business and are able to access expert professional advice when required. We have over ten years experience of working collaboratively with NHS clients to support their strategic objectives, developing future-proofed solutions and investing in new best of breed technologies to improve efficiencies and the quality of service delivery back to our valued clients. To organise a visit to our shared services centre based at Viscount House, Darwen at Junction 4, M65, please contact us on (01254) or Graham Gornall or Kathryn Brown on the address below graham.gornall@elht.nhs.uk or kathryn.brown@elht.nhs.uk

3 ELFS Shared Services continually deliver an efficient, high quality and innovative shared service solution. They have provided good, cost effective support to the Trust since 2002 and have remained flexible in their approach throughout. Jonathan Wood Director of Finance, East Lancashire Hospitals Trust ELFS Shared Services Staff The ELFS Shared Services team is based at Viscount House, Darwen, Lancashire. The majority of our staff have many years of experience of working for the NHS in shared services. Many of them have also held Finance posts in Acute and Primary Care sectors, this experience provides them with a good comprehension and insight into the service needs and support expectations of all our clients. ELFS staff are highly qualified experts within their field and are committed to ensuring the highest level of service to all clients, with great emphasis placed on service excellence. We actively support the ongoing capability and skills development of our people and have achieved NHS FSD Accreditation Level 3 and we also hold accreditations with CIMA, ACCA, and AAT as Training Partners. We are also a partner organisation with HFMA. All our staff receive professional customer service training to help and support all our client organisations. Year on year, we have continuously improved consumer satisfaction ratings and our client testimonials demonstrate the commitment of our team to delivering real value to all our clients. A summary of our client surveys and Director of Finance Net Promoter scores and implementation case studies are available on our website Governance ELFS governance arrangements are based on a set of principles which have developed over time, focusing on the organisations Vision; Strategy; Leadership; Assurance; Probity and Stewardship. Our governance matrix is based upon a range of qualitative and quantitative measures, and gives a snapshot of intrinsic issues which collectively illustrate to prospective and existing clients the overall health of ELFS Shared Services as an organisation. Our formal reporting arrangements ensure full Audit Assurances of all our business practices are communicated to clients Audit Committees. Data Protection The FT board and our management team recognise that data protection is a fundamental part of effective and efficient management. All our staff are based in England and follow the legislation set out in the UK Data Protection Act. Our DPA registration number is Z195383X. Risk Management Maintaining good risk management plans geared to continually improving client service quality are our key goals. We are BS accredited and are externally assessed by NQA. BS is the nationally recognised Business Continuity management standard, which ensures we have policies and procedures in place which forces us to test our fallback plans regularly. All our internal audit report assurances are available for you to review on our website

4 ELFS Shared Services delivered the project on plan and to budget. They handled with minimal disruption the complexities of migrating two Foundation Trusts simultaneously. Stuart Hunter Director of Finance and IT, Royal Bournemouth and Christchurch NHS Foundation Trust Sharing best practice We work exclusively with NHS organisations and are well placed to understand the issues and financial challenges faced by our clients. We have a dedicated Client Management service and each individual client has a named Client Manager who will meet monthly to review service performance, forthcoming service developments and strategic business opportunities. All our clients are actively involved in developing and improving the efficiency and effectiveness of the service through our best practice client user forums. These are regular events organised specifically to provide a platform for clients to share best practice, discuss issues and help shape priorities. We also organise e-learning workshops for our clients to provide simulated learning, service policy development and promote networking opportunities. We remain at the forefront of developments and innovation by networking with private and public sector shared service organisations. We are members of the Shared Services Forum UK and the NHS National Shared Services Development network. We have recently benchmarked with The Hackett Group to ensure we are on track to achieve and deliver World Class standards for efficiency and quality to all our clients. We also provide clients with a series of KPI league tables to promote the sharing of best practice ideas and to track performance improvements to their contract. These added value indicators are the key benchmarks and drivers to delivering world class performance to all our clients. Providing service excellence You can be confident that operational excellence is assured through our robust, leading-edge technology platform, client helpdesk and dedicated teams delivering customer-focused services to our clients. Providing a quality service is one of our key goals. We are ISO9001 accredited (Quality Management Standard) ISO9001 accreditation provides independent confirmation that ELFS Shared Services comply with the requirements of the standard. We operate under high standards of quality and audit control and have achieved good internal audit reports over many years. See our audit report outcome summaries on Certificate Number 9930 ISO 9001 Our clients have the security of consistently good contractual service levels, KPIs and the confidence of knowing we invest in operational excellence to ensure compliance to the highest commercial standards.

5 This is the first shared service arrangement the Service has ever entered into so it has been a very important and considered decision. We will be working very closely with ELFS and Advanced to ensure a smooth transition and long term success. Amanda Cant Deputy Director of Finance London Ambulance Services Trust Maximising purchasing power ELFS Shared Services remains focused on providing the flexibility required by its clients to successfully deliver its portfolio of core and value added services right first time. Improving financial control For Directors of Finance, our financial control systems offer improved governance assurances with defined authorisation levels and robust audit trails. We also deliver faster, flexible month-end close down timetables to meet your needs. One of our key aims is to work with our clients to continually improve access to their information, ensuring that accurate, timely and targeted management information is delivered directly to the clients in a user friendly and flexible format. Purchasing represents one of the biggest potential areas of saving for any NHS organisation. ELFS Shared Services e-procurement solution provides a wealth of information to help clients get best value when buying goods and services with interface capabilities to GHX / Nexus as well as other external catalogue service providers. Through our e-procurement analysis tools, we can provide an insight to where Trusts can make improvements and how they might benefit from collaborative procurement to boost purchasing power. With environmental issues now high on the DH agenda, our fully electronic e-procurement solution helps Trusts to reduce their carbon footprint and reach their environmental targets. We work closely with all our clients and offer them a large range of pre-defined and tailored reports, KPI s and performance metrics as well as producing FIMS and Monitoring returns. Users have the option to access these reports on-line, via our flexible web-based reporting tool or have information sent electronically on a pre-defined basis in line with daily, weekly and monthly reporting requirements. We provide a slick P2P service for all our clients by providing web-enabled OCR scanning, workflow and supplier portal technology. This technology enabler not only improves the experience for users of online invoice approval but also provides them with enhanced governance controls within the system. Budget holders on wards or in service departments are empowered to control their budgeted expenditure through daily reports with real-time information using the ABS Collaborative Planning Module.

6 ELFS Shared Services have been both efficient and professional in creating a seamless migration of services; the workflow solution offered has negated any location issues. We have seen marked improvements with Key Performance Indicators. Andrew Hopkins Director of Finance and Deputy Chief Executive, Norfolk and Suffolk NHS Foundation Trust Management Information and Reporting We deliver leading edge reporting capabilities, tailoring management information to meet the specific needs of the user communities, utilising auto generated and scheduled reports. The key aim being to provide the right information, to the right people at the right time and to enable effective and timely decisions to be made. We combine best of breed specialist technology to complement the delivery of our business systems services. Utilising the ABS managed service centre, ELFS provides its clients with the latest versions of the ABS financial suite underpinned by secure virtualised technology platforms. To achieve this, ELFS Shared Services utilise the market leading Business Objects Xi solution, delivering our clients state of the art reporting and interrogation capabilities including full dashboards, scorecards and KPI measurements assisting clients to see at a glance performance against targets and comparison against benchmarks and other client organisations. Leading-edge technology Working in partnership with Advanced Business Solutions (ABS) we utilise their Health Business Suite. The ABS solution can be configured and developed specifically with your organisational needs, supporting the production of management and statutory accounting requirements. These proven systems can be relied upon to deliver real value to your organisation. Our OCR Invoice Scanning and workflow technology and other scanning tools provide full drill-down functionality to allow individual invoice images to be integrated into our solution. The system also provides both NHS and non NHS suppliers with an electronic portal to monitor their account status at any point in time. This system can be used with other ledger systems such as Oracle or Integra. Our web enabled auto reconciliation tool (Trintech) allows clients real-time visibility and control over the balance sheet reconciliation process. We take care of upgrades and enhancements at no additional cost to clients, providing future-proofed, leading-edge technology solutions.

7 ELFS Shared Services have provided an efficient shared service solution since April 2012; they remain responsive to all our needs and have ensured the transition of our services was professionally delivered. Andrew Goodwin Deputy Director of Finance, Poole Hospital NHS Foundation Trust Summary of Our Core Services: Finance & Accounting Working with ELFS Shared Services enables clients to benefit from increased levels of control and improved decision making through detailed, accurate and timely management information. Purchase to Pay We provide a comprehensive service, from the promotion of e-procurement through to invoice payment utilising eenabled OCR electronic workflow and supplier portal solutions. The web enabled OCR invoice scanning solution incorporates full system controls around a scheme of delegation and provides a full audit trail of each invoice for BPPC performance reporting. Business System Support Provision, support and maintenance of a fully integrated financial ledger system and interface gateways. Statutory Accounting We work in partnership with our clients to ensure all balance sheet reporting meets individual requirements. We support monitoring and accounts reporting; including the preparation of Statutory Annual Accounts where requested. Capital Assets Accounting Utilising Real Asset Management software, we provide asset register management, ensure asset valuations are accurately recorded in the general ledger and generate timely management information for clients. Charitable Funds We provide a full Charitable Funds Support service ranging from Accounts Payable and Accounts Receivable services through to Investment Portfolio Management and Statutory Reporting. Cash Management & Treasury We work in partnership to improve client s cash positions, providing management of banking operations. This includes reconciled daily cashbook, control account reconciliations, management of payment runs, cash receipting and allocation and also short term cash flow forecasting. Accounts Receivable Our comprehensive debt management service provides expertise through a team of experienced credit controllers to enable clients to achieve positive improvements in their cash flows through reduction in days sales outstanding and minimising exposure to bad debts. VAT Services Our VAT specialists provide professional advice on all aspects of VAT. We manage the production of VAT returns through timely VAT checking and analysis for submission to HMRC. e-procurement This service enables our clients to realise significant benefits through provision of intelligent information, procurement dashboard, analysis and modelling tools and price comparator reports. Management Information & Reporting Our reporting service is flexible and reliable, delivering real-time management information using leading edge reporting tools.

8 Just a note of appreciation for a job very well done in the transition from in house to ELFS Shared Services, if I d have known it could be done so smoothly I would have done it years ago. Tony Whitfield Director of Finance, Salford Royal Foundation Trust Summary of Our Core Services: Integrated Payroll / HR Our dedicated payroll centre provides Payroll and employee benefits services to over 25,000 employees. Transactions are processed for a diverse range of NHS clients, achieving defined Service Level Agreements and Key Performance Indicator targets. ELFS Shared Services is one of the largest ESR users. Staff have the depth and breadth of Payroll expertise to deliver value to our clients. Our Payroll service includes: Monthly and weekly payrolls Payroll reconciliation monthly and annual reconciliation of all payrolls Online web enabled data capture of all travel, subsistence and expense claims paid via the Electronic Staff Record (ESR) Pension service dedicated pensions team, pensions calculations, liaison with NHS Pensions Agency Pensions choice Close working relationship with all partner organisation to ensure a smooth transition 99.5% accuracy target for correct first time payslip production (Incorporates monthly client error and payroll error analysis reporting) and performance improvement plans Payroll service helpdesk for employee level query resolution with tracking system Management information improved data at your fingertips via a full suite of reports and dashboards Fulfil all statutory reporting requirements for clients and government agencies Data collection ability to interface electronic timesheet information Service optimisation ongoing service management developing service excellence Client management a dedicated client manager will schedule regular service reviews which will focus on performance against the SLA and future service enhancements Gross to net administration paying employees accurately and on time covering organisation pay structures, employee and contractual changes, allowances and deductions, temporary variations to pay and overpayments and underpayments Service management reports to monitor performance against the contract Year end production of P60, P11d and P35

9 Our transition to ELFS Shared Services was handled in a very efficient and professional manner. Support has been excellent and we look forward to a long and productive relationship with them. Annette Capper Head of Human Resources Coventry And Warwickshire Partnership NHS Foundation Trust Summary of Our Core Services: Integrated Payroll / HR ELFS Shared Services has an extensive track record in providing ESR payroll pensions and employee benefits services on behalf of its payroll client organisations Experienced, professional and qualified staff with specific NHS expertise ensuring a high quality of service delivery Highly skilled staff with ESR solution knowledge enables our clients to maximise the benefits of ESR Service level agreements and KPIs ensure constant performance monitoring and external service monitoring through rigorous internal audit checks Employee helpdesk where queries are recorded, managed, monitored and resolved to agreed response standards Management of all payroll responsibilities and developing best in NHS practice accreditation New statutory and legislative updates - our focus is on providing a solution to support all future legislation and changes which our clients can confidently rely on Lease car management scheme working in partnership with Knowles Associates A risk free transition through an experienced and dedicated project manager Employee Expenses Service Our automated employee expenses service uses web based technology from Software Europe to enable all our users to submit and authorise expenses claims automatically on line using intuitive software making the claim procedure a fast, efficient and streamlined process. This innovation also allows our client organisations to reduce their carbon foot print and reach their environmental targets. Automated web enabled expenses system - enabling users to access and add claims at anytime and from anywhere. Including the addition of scanned receipts to support the claim reimbursement process Postcode to postcode search facility - automatically calculates mileages accurately between locations that can be saved to the database notifications at each stage of the claim process for claimants and authorisers to keep users informed of the status of their claim Management reports - providing greater control and better understanding of expenses payment trends Better financial controls for audit assurances Monetary value of claims are visible to both claimants and authorisers Faster reimbursement processes for staff

10 ELFS Shared Services provides highly professional and innovative financial services that respond to the needs of the Trust. Peter Hoyle Acting Director of Finance and Information Calderstones Partnership NHS Foundation Trust Summary of Our Core Services: Recruitment & Electronic Staff Record (ESR) Our HR staff are experienced users of NHS Jobs and the Electronic Staff Record (ESR) system and provide an efficient and effective quality recruitment service to our clients. Our Recruitment service includes: Advertising vacancies on NHS Jobs Providing telephone or assistance to managers in the effective use of NHS Jobs Advising on the effectiveness of a job advert Liaising with advertising agencies and / or relevant publications regarding external advertising Preparing packs for interviews and liaising with shortlisted candidates around interview arrangements Completing pre-employment checks Disclosure and Baring check, Occupational Health Questionnaire, Employment ID Checks (or appointments where required) and References Sending offer letters to successful candidates Booking new starters onto induction sessions Establishing a personal file for successful candidates to send to the employing Trust in either hard copy or electronic format Managing medial appointments including supporting, Consultant appointments Onsite support for large recruitment events Tailored recruitment solutions Our ESR service includes: Enter additional personal and employment information for new employees on ESR Process any changes to contracts / employees including changes to personal details, band, role, salary, hours, work location, cost centre, creation of additional posts Complete any necessary paperwork such as new contracts or amendments to contract Undertake regular data cleansing exercises Provide standard and ad hoc reports as required Uploading successful candidates information from NHS Jobs into ESR

11 The support provided by the whole ELFS team during the time of transition and PCT closedown is a testament to the professionalism, the can do attitude and the very high standards that they set themselves as a service. Thank you very much for your support. Kirsty Hollis Deputy Chief Finance Officer NHS East Lancashire Clinical Commissioning Group Summary of Our Core Services: Client Service Delivery Additional Services We are constantly evolving to meet the changing needs of our clients, developing innovative solutions and expanding the scope of all our services as follows: Web enabled Automated Expenses HR transactional shared services E-Procurement Web enabled OCR Workflow and Supplier Portal Web enabled auto reconciliation balance control account tools Initiatives such as Transforming Community Services have demonstrated our ability to reconfigure systems for several of our clients. We offer the expertise to manage this change with a solution that is flexible and can be adapted to support both new and evolving organisational structures. A Risk Free Transition ELFS Shared Services has many year s experience of ensuring a smooth transitions for clients purchasing our services through: Continual support from our migration team with named staff delivering the service. Regular scheduled project meetings to ensure good controls and effective communication Adding Value Added value services are delivered throughout the contract by providing: Experienced shared services management and support staff to deliver a safe migration and live services A named manager for escalation issues Resource base to cover absence risks Single point of contact for helpdesk response Highly experienced knowledgeable Finance, Payroll and Pensions administration staff Continued improvement of KPI s against agreed targets Your client manager will hold monthly meetings to review performance metrics, service developments and areas for performance improvements. Our KPI scorecards, league tables and dashboards provide significant business intelligence to all client organisations. Best practice client working groups ensure good ideas are shared amongst the client community. Integration assistance from an experienced and dedicated client manager

12 Delivering value and supporting better healthcare in the NHS by: Providing service excellence Improving financial control Maximising purchasing power Management information and reporting Sharing best practice Leading-edge technology Summary of Our Core Services: Client Service Delivery Consultancy Support ELFS Shared Services have extensive experience and knowledge in the development and operation of Shared Service Centres. We can help you develop your Business Case and advise you on a range of options for increasing efficiency and promoting innovation for your organisation. Helpdesk Our dedicated helpdesk service will assist you with any queries you may have and our staff will attempt to resolve your query immediately. If further investigation is required, then you will be issued with a log number and your query will be forwarded onto the appropriate member of staff who will provide you with a resolution in line with our contractual response times. ELFS App / Mobile Site The ever increasing demand to obtain information on the move has significantly increased. ELFS Shared Services now provides an App / Mobile site which can be used in conjunction with smart phone devices. The App provides a direct link into our helpdesk service and all functions within ELFS as well as payroll and expenses claims deadline details. Screen image from ELFS App / Mobile Site

13 100% Recommended by all our Clients Client Listings East Lancashire Hospitals NHS Trust NHS East Lancashire Clinical Commissioning Group NHS Blackburn with Darwen Clinical Commissioning Group NHS Oldham Clinical Commissioning Group NHS Trafford Clinical Commissioning Group NHS Salford Clinical Commissioning Group Norfolk & Suffolk NHS Foundation Trust Salford Royal NHS Foundation Trust Calderstones Partnership NHS Foundation Trust Working in partnership ELFS Shared Services work in partnership with client organisations and software providers to ensure all our clients receive: An experienced project manager with direct accountability to the Shared Services Director A dedicated project migration team Feedback and best practice innovations from the NHS National Shared Services Development Network, Shared Services Forum UK, Advanced Business Solutions NHS special interest group, NHS national payroll user forums and North West ESR Payroll Managers forums. Coventry and Warwickshire Partnership NHS Foundation Trust The Royal Bournemouth and Christchurch NHS Foundation Trust Poole Hospital NHS Foundation Trust London Ambulance Service NHS Trust North West Ambulance Service NHS Trust

14 Get in touch with us If you would like further details of the services provided by ELFS Shared Services, please contact: Graham Gornall Managing Director, ELFS Shared Services Kathryn Brown Deputy Director, ELFS Shared Services Tel: (01254) Tel: (01254) or or Or alternatively visit our website Management Team Graham Gornall Managing Director Shared Services Kathryn Brown Deputy Director Shared Services CIMA qualified, Masters Degree from Leeds Business School, established ELFS Shared Services in He joined the NHS in 1993 working as Deputy Finance Director in Acute Services, prior to that he held senior finance roles in the private sector. CIMA qualified with over 20 years experience of the NHS, working within the Acute and Community Services. Kathryn has worked in Shared Services since Brian Perry Business Systems Manager Robert Driver Payroll Services Manager 20 years finance systems experience, 30 years in total in NHS finance. Brian has a BSc (Hons) degree in IT and Computing and has worked in ELFS Shared Services since MBA qualified with over 30 years of NHS payroll experience. Robert has significant knowledge of payroll and NHS terms and conditions. He has worked in Shared Services since Melanie Roskell P2P Manager Ed Hafeji Business Development Manager ACCA finalist, Melanie has significant Purchase to Pay and NHS Business Systems experience, she has worked in ELFS Shared Services since MSc qualified in Business Information Systems with over 16 years experience within NHS finance. Ed has significant experience of financial systems and has specific interests in business process management. He has worked at ELFS Shared Services since its inception in 2002.

15 Get in touch with us If you would like further details of the services provided by Audit North West, please contact: David Rogers Head of Internal Audit Chris Morris Head of Anti Fraud Tel: (01254) Tel: (01254) or or Or alternatively visit our website Calderstones Partnership NHS Foundation Trust Providing first class audit and anti-fraud services Audit North West (ANW) is hosted by Calderstones Partnership NHS Trust and is a partner organisation to ELFS Shared Services. ANW is a specialist NHS provider which understands the challenges the sector faces. We have a wealth of experience from outside the health sector, which allows us to consider examples of good practice from across the private and public arena. We can call upon this good practice to help you and your organisation whether you are continuing your journey towards excellence or starting out on a new venture. Audit North West s Internal Audit team are knowledgeable and experienced, serving the NHS in the five counties of North-West England for more than thirty years. We have a wide range of clients in Foundation Trusts, NHS Trusts and right across the primary care footprint. As NHS Staff ourselves we understand explicitly the challenges and opportunities which our client organisations face. Audit North West s Anti-Fraud team helps clients to develop and maintain sound working practices to identify and combat fraud in order to build a more secure NHS. We work in partnership with you to develop and implement tailored fraud detection, prevention and investigation solutions that match your organisation s needs. Some of the services offered by Audit North West: Internal Audit Review of governance, risk management & assurance framework Assurance on effectiveness of non-financial (eg clinical) systems & controls Post-payment checks of independent contractor payments Preparation for CQC inspections VAT reviews Advice on application of regulations. Information Communication and Technology (ICT) assurance reviews. Data quality review & analysis Assisted Auditing Techniques [CAAT} Estates, capital & procurement review Space Utilisation Business Case support & reviews Anti-Fraud Risk Threat Analysis Fraud Awareness Training Design Anti-Fraud Awareness Tools Advice on Civil and Criminal Law Asset tracing and Loss Recovery Developing Fraud/Security Policies Fraud Response Planning IT Security and Computer Forensics Criminal Investigations Bespoke Anti-Fraud Workshops

16 Viscount House, Arkwright Court, Commercial Road, Darwen, Lancashire BB3 0FG Tel: Fax: Website: Business Partner Organisations ELFS Shared Services is an equal opportunities employer