Dorset Registration Service Service Plan 2012/13. Dorset County Council

Transcription

1 Local Authority Dorset County Council Registration District Dorset (429) Registration Sub-district Boundaries Principal Officer Posts Register Office Head Office & Register Storage Service Delivery Points and Opening Hours Access Arrangements To book an appointment Bank Holiday Emergency Call Out Arrangements Dorset The district and sub district are coterminous with those of Dorset County Council 10 posts (A to J) all appointed to the District and Sub-District Colliton Annexe, County Hall, Dorchester, DT1 1XJ Dorset History Centre, Bridport Road, Dorchester, DT1 1RP Blandford Bridport Christchurch Dorchester Ferndown Gillingham Shaftesbury Sherborne Swanage Wareham Weymouth (See Appendix 1 for full details) By appointment only Telephone or between the hours of: Monday 9:00 to 17:00 Tuesday 9:00 to 17:00 Wednesday 9:00 to 17:00 Thursday 9:00 to 17:00 Friday 9:00 to 18:00 Saturday 9:00 to 17:00 Ansaphone out of hours

2 Overview The Registration Service is the public face of a legal system which provides a key role in the everyday functioning of civic society by recording life events of individuals; such as registering births, deaths, civil marriages and partnerships. Additionally, data derived from service activities is a main source of statistical information used for both national and local policy making, allocating resources and monitoring the health of the nation. Administration of registration services is shared between the local authority and the Registrar General. There is a formal agreement between Dorset County Council and the Registrar General for the operational delivery of the Service. These arrangements require Dorset County Council to demonstrate compliance with national standards and a code of practice. Corporate Plan See Appendix 2 Service Strategic Plan See Appendix 3 Scope Statutory Duties Birth registrations Preliminaries and solemnisation of marriages and civil partnerships Citizenship ceremonies Death registrations Copy certificate service Provision of statistics to Central Government and other administrative returns Licensing of Approved Premises for the holding of marriage and civil partnership ceremonies People Management Plan See Appendix 4 Non Statutory Duties Tell Us Once service Marriage/ Civil Partnership celebration ceremonies Budget 2012/13 Net Expenditure 128.4K 2007/8 2008/9 2009/ / / K 196.3K 163K 157.9K 2K Business Continuity See Appendix 5

3 Appendix 1 Service Delivery Points and Public Opening Hours Office Appointment Hours Blandford The Coach House, Nordon, Salisbury Road, Blandford, DT11 7LN Monday Closed 12:45 to 16:30 Tuesday Closed Closed Wednesday 8:45 to 12:00 Closed Thursday Closed Closed Friday Closed 12:45 to 16:00 Saturday 9:15 to 11:30 Closed Bridport Mountfield, Rax Lane, Bridport, DT6 3JP Monday Closed 13:45 to 16:30 Tuesday 9:15 to 13:30 Wednesday Closed Closed Thursday Closed 13:45 to 16:30 Friday 9:15 to 12:45 14:00 to 16:30 Saturday Closed Closed Christchurch Civic Offices, Bridge Street, Christchurch, BH23 1AZ Monday 9:00 to 12:15 13:00 to 16:15 Tuesday Closed Closed Wednesday 9:00 to 12:15 13:00 to 16:45 Thursday 9:00 to 12:15 3rd Thursday of the month 13:00 to 16:45 3 rd Thursday of the month Friday 9:00 to 12:15 13:00 to 16:15 Saturday Closed Closed Dorchester Colliton Annexe, County Hall, Dorchester, DT1 1XJ Monday 9:15 to 12:45 13:30 to 17:00 Tuesday 9:15 to 12:45 13:30 to 17:00 Wednesday 9:15 to 12:45 14:00 to 17:00 Thursday 9:15 to 12:45 14:00 to 17:00 Friday 9:15 to 12:45 Week 1 14:00 to 17:00 Week 2 14:00 to 16:30 Saturday 9:15 to 12:30 Closed Ferndown King George V Pavilion, Peter Grant Way, Ferndown, BH22 9EN Monday Closed 14:15 to 16:30 Tuesday 9:15 to 12:45 14:00 to 16:30 Wednesday Closed Closed Thursday 9:15 to 12:45 14:00 to 16:30 Friday 9:15 to 12:45 14:00 to 16:30 Saturday 9:15 to 13:30 Closed

4 Gillingham Dorset Registration Service Gillingham Town Hall, School Lane, Gillingham, SP8 4QR Monday Closed Closed Tuesday Closed Closed Wednesday 9:15 to 12:00 Closed Thursday Closed Closed Friday Closed 14:45 to 17:30 Saturday Closed Closed Shaftesbury Abbey View Medical Centre, Shaftesbury, SP7 8DH Monday Closed Closed Tuesday Closed 13:15 to 16:00 Wednesday Closed Closed Thursday Closed 13:45 to 16:00 Friday Closed Closed Saturday Closed Closed Sherborne Manor House, Newland, Sherborne, DT9 3JL Monday Closed 13:00 to 15:30 Tuesday Closed Closed Wednesday Closed Closed Thursday Closed Closed Friday 9:30 to 12:00 Closed Saturday Closed Closed Swanage The Town Hall, High Street, Swanage, BH19 2NZ Monday Closed Closed Tuesday 10:00 to 12:15 Closed Wednesday Closed Closed Thursday 10:00 to 11:45 Closed Friday Closed Closed Saturday Closed Closed Wareham The Library, South Street, Wareham, BH20 4LR Monday Closed Closed Tuesday Closed 14:15 to 16:30 Wednesday Closed Closed Thursday Closed 13:45 to 16:30 Friday Closed Closed Saturday 9:15 to 12:30 1 st Saturday of each month Closed

5 Weymouth 45 Dorchester Road, Weymouth, DT4 7JT Monday 9:15 to 12:45 14:00 to 16:30 Tuesday 8:45 to 13:15 14:00 to 16:30 Wednesday 9:15 to 12:45 14:00 to 16:30 Thursday 9:15 to 12:45 14:00 to 16:30 Friday 9:15 to 12:45 14:00 to 17:30 Saturday 9:15 to 12:00 13:15 to 14:30 Ceremony Room Opening Times Blandford Bridport Christchurch Dorchester Dorchester Dorchester Ferndown Gillingham Sherborne Swanage Weymouth The Coach House, Nordon, Salisbury Road, Blandford, DT11 7LN Monday to Sunday by arrangement Mountfield, Rax Lane, Bridport, DT6 3JP Friday and Saturday by arrangement Civic Offices, Bridge Street, Christchurch, BH23 1AZ 1 st and 3 rd Saturday by arrangement Dorchester Register Office, Colliton Annexe, County Hall, DT1 1XJ Monday to Friday by arrangement West Court, County Hall, Dorchester, DT1 1XJ Saturday by arrangement The Council Chamber, County Hall, Dorchester, DT1 1XJ Monday to Sunday by arrangement King George V Pavilion, Peter Grant Way, off Church Rd, BH22 9EN Tuesday to Saturday morning by arrangement Gillingham Town Hall, School Lane, Gillingham, SP8 4QR Thursday to Sunday by arrangement Manor House, Newland, Sherborne, DT9 3JL Wednesday to Sunday by arrangement The Town Hall, High Street, Swanage, BH19 2NZ Tuesday, Thursday to Sunday by arrangement 45 Dorchester Road, Weymouth, DT4 7JT Monday to Sunday by arrangement

6 Appendix 2 Mission Aims Values People Management Strategy Priorities CORPORATE PLAN Enabling communities in Dorset to thrive, now and for the future Aim 1: Help to build strong communities Aim 2: Protect and enrich the health and well-being of Dorset s most vulnerable adults Aim 3: Support and encourage Dorset s children and young people to reach their full potential and protect those who are most vulnerable Aim 4: Safeguard and enhance Dorset s unique environment and support our local economy Aim 5: Provide innovative and value for money services Fairness Openness Respect Effectiveness Innovation Our values underpin the way we work together We drive the council forward We constantly look for opportunities to improve the way we work We manage and share knowledge across the council We provide affordable and fair pay and benefits

7 Aim 1 Outcome (CM4) Help to build strong communities Register births, deaths, marriages and civil partnerships Action Performance Measure Target Events registered within statutory timeframe: Comply with the minimum national standards of service delivery contained within the Code of Practice for Local registration Authorities Births / Still births registered within 42 days of birth Deaths registered within 5 days of occurrence (excluding post mortems/inquests) Post mortem deaths registered within 7 days of occurrence 98% for births and stillbirths 95% for deaths CM4 % of satisfied customers (score of or greater than 7 out of 10) Appointments: Customers get the location, date and time they request 90% satisfied To seek continual improvement of service delivery systems to meet the customer s purpose Appointments: Customers purpose is satisfied at the one appointment Ceremony Bookings: Customers get the location, date and time they request Certificate Applications: Certificates are received within the customers requested timescale To reduce the variance in customer experience

8 Appendix 3 STRATEGIC SERVICE PLAN SERVICE MISSION We will be the service of choice We will create a new concept in customer service for local government SERVICE VISION A Dorset ceremony will be synonymous with: stunning location; quality service; simplicity of process; and customer excellence System Thinking experts Cutting edge research and development SERVICE SKILLS, COMPETENCIES & ASSETS Marketing expertise Partnership working Professional performers Skilled administrators Work is viewed from our customers perspective Work is designed and managed to meet what is important for our customers SERVICE VALUES & IDENTITY We are encouraged to challenge service provision, innovate and trial service improvements We measure how well we meet what is important for our customers This means me SERVICE OBJECTIVES Comply with the minimum national standards of service delivery contained within the Code of Practice for Local registration Authorities To seek continual improvement of service delivery systems to meet the customer s purpose

9 Appendix 4 Priorities Our values underpin the way we work together We drive the council forward We constantly look for opportunities to improve the way we work We manage and share knowledge across the council We provide affordable and fair pay and benefits PEOPLE MANAGEMENT PLAN & TRAINING PLAN Actions Corporate values communicated to new employees at induction Corporate values refreshed with existing staff at PDR s Managers act as role models and discussed at PDR s Achievements of staff recognised via Pride Award nominations Registration Officers (Level 3) and above engage their teams in delivering change and service improvements Staff make best use of tools available in the council s self service environment (Insite/ e-learning) Staff participate in redesign activities Flexible working practices are optimised to support better use of resources (diary/staff management) Staff create and maintain effective partnership working i.e. Tell Us Once/ Approved Premises Registration Officers (Level 1) engage in the L1 Training Programme Registration Officers (Level 2) (Office) engage in the L2(O) Training Programme Registration Officers (Level 2)(Ceremony) engage in the L2(C) Training Programme Registration Officers (Level 3) engage in the L3 Training Programme Business Support Managers engage in the BSM Training Programme Registration Officers (Level 3) and above ensure employees are paid fairly and consistently, in line with DCC s policies and procedures and comply with terms and conditions

10 L1 Training Programme Introduction to Dorset Registration Service and Premises /Health & Safety Induction IT training o Direct Classroom Based ICT Courses ICT Induction Creating Webpages (dependent upon service need) o Information Security and Handling Sensitive Information Introduction to Policy Government Connect (GCSx) Protective Marking Information Security Policy Sending Secure o Spam Filter o DES training General (Popular) DES Employee Self Service Modules o Logging on and navigating ESS o Viewing your Payslip o Recording Time (zero hours non mediated) o Booking Leave o Travel and Expenses o Personal, Contact and Bank Details o Review your return-to-work interview form o Book a Training Course via DES o PDRs o Employee Search and Update Work Contact Details o Reset your DES password (user guide) o Introduction to Insite Online Module Systems Thinking / Office Procedures Contact Centre Training o Admin o Births o Deaths o Marriages Registrar Training (Basic) (Where relevant) o Registrar Admin o Births o Deaths o Legal Preliminaries to a Marriage o Registers, Indexes and Certificates Registrar Training (Advanced) (Where relevant) o Births o Civil Partnerships o Corrections to Births and Deaths o Deaths o Marriages o Stillbirths

11 L2(O) Training Programme Introduction to Dorset Registration Service and Premises / Health & Safety Induction IT training o Direct Classroom Based ICT Courses ICT Induction o Information Security and Handling Sensitive Information Introduction to Policy Government Connect (GCSx) Protective Marking Information Security Policy Sending Secure o Spam Filter o DES training General (Popular) DES Employee Self Service Modules o Logging on and navigating ESS o Viewing your Payslip o Recording Time (zero hours non mediated) o Booking Leave o Travel and Expenses o Personal, Contact and Bank Details o Review your return-to-work interview form o Book a Training Course via DES o PDRs o Employee Search and Update Work Contact Details o Reset your DES password (user guide) o Introduction to Insite Online Module Systems Thinking / Office Procedures o Radian o Finance o Procedures o System Thinking Registrar Training (Basic) o Registrar Admin o Births o Deaths o Legal Preliminaries to a Marriage o Registers, Indexes and Certificates Registrar Training (Advanced) o Births o Civil Partnerships o Corrections to Births and Deaths o Deaths o Marriages o Stillbirths

12 L2(C) Training Programme Introduction to Dorset Registration Service and Premises / Health & Safety Induction IT training (If connected to DCC at home) o Direct Classroom Based ICT Courses ICT Induction o Information Security and Handling Sensitive Information Introduction to Policy Government Connect (GCSx) Protective Marking Information Security Policy Sending Secure Home Computer Security for Windows o Spam Filter o DES training (if non mediated access) General (Popular) DES Employee Self Service Modules o Logging on and navigating ESS o Viewing your Payslip o Recording Time (zero hours non mediated) o Booking Leave o Travel and Expenses o Personal, Contact and Bank Details o Review your return-to-work interview form o PDRs o Employee Search and Update Work Contact Details o Remote access to DES o Reset your DES password (user guide) o Introduction to Insite Online Module Systems Thinking / Office Procedures Ceremony Officer training Celebrant training

13 L3 Training Programme Introduction to Dorset Registration Service and Premises / Health & Safety Induction IT training o Direct Classroom Based ICT Courses ICT Induction o Information Security and Handling Sensitive Information Introduction to Policy Government Connect (GCSx) Protective Marking Information Security Policy Sending Secure o Spam Filter o DES training General (Popular) DES Employee Self Service Modules o Logging on and navigating ESS o Viewing your Payslip o Recording Time (zero hours non mediated) o Booking Leave o Travel and Expenses o Personal, Contact and Bank Details o Review your return-to-work interview form o Book a Training Course via DES o PDRs o Employee Search and Update Work Contact Details o Reset your DES password (user guide) o Introduction to Insite Online Module Systems Thinking / Office Procedures Manager Self Service o MSS Getting Started o Basic Team Information o Recording Sickness and Return to Work o Approving Requests o Setting up a Substitute When You Are Away o PDRs and mid-year reviews o Completing Forms inc. 12 & 22 Week Probationary and Exit Interview o Recording Leave for Mediated Access Employees o DES reports for Managers o ESS e-learning course Human Resources o Performance Development Review (PDR) Module

14 Registrar Training (Basic) o Registrar Admin o Births o Deaths o Legal Preliminaries to a Marriage o Registers, Indexes and Certificates Registrar Training (Advanced) o Births o Civil Partnerships o Corrections to Births and Deaths o Deaths o Marriages o Stillbirths Management Essentials training Course List (if not covered by Management Essentials training) o Grievance o Handling customer complaints o Health and Safety Essentials o Management of attendance o Managing capability o Recruitment and Selection o Time Management

15 BSM Training Programme Introduction to Dorset Registration Service and Premises / Health & Safety Induction IT training o Direct Classroom Based ICT Courses ICT Induction o Information Security and Handling Sensitive Information Introduction to Policy Government Connect (GCSx) Protective Marking Information Security Policy Sending Secure Home Computer Security for Windows (if connected to DCC at home) Data Protection and Freedom of Information o Spam Filter o DES training General (Popular) DES Employee Self Service Modules o Logging on and navigating ESS o Viewing your Payslip o Recording Time (zero hours non mediated) o Booking Leave o Travel and Expenses o Personal, Contact and Bank Details o Review your return-to-work interview form o Book a Training Course via DES o PDRs o Employee Search and Update Work Contact Details o Remote access to DES o Reset your DES password (user guide) o Introduction to Insite Online Module Manager Self Service o MSS Getting Started o Basic Team Information o Recording Sickness and Return to Work o Approving Requests o Setting up a Substitute When You Are Away o PDRs and mid-year reviews o Completing Forms inc. 12 & 22 Week Probationary and Exit Interview o Recording Leave for Mediated Access Employees o DES reports for Managers o ESS e-learning course Human Resources o Creating a New Starter o Organisational Management View Only o Recruiter View Only o Core View Only o Performance Development Review (PDR) Module

16 Systems Thinking / Office Procedures Contact Centre Training o Admin o Births o Deaths o Marriages Registrar Training (Basic) (Where relevant) o Registrar Admin o Births o Deaths o Legal Preliminaries to a Marriage o Registers, Indexes and Certificates Registrar Training (Advanced) (Where relevant) o Births o Civil Partnerships o Corrections to Births and Deaths o Deaths o Marriages o Stillbirths Management Essentials Course List (if not covered by Management Essentials) o Grievance o Handling customer complaints o Health and Safety Essentials o Management of attendance o Managing capability o Managing customer complaints o Managing stress o Recruitment and Selection o Time Management

17 Appendix 5 Business Continuity Plan Action card 1 Service manager s initial actions BCP Actions Service Manager Pg 1 of 1 Use this action card as a checklist to help initial decision making when identifying a risk or threat to a critical service. Initial actions Item Actions Outcomes/answers/decisions taken Risk /threat identified by (name of manager of service under threat) What is the identified risk/threat? For example: Damage or denial of access to premises; Loss or damage to IT systems, voice networks, hardware, software, data; Non-availability of key staff; Loss or damage to other resources. Will it affect critical function/vital support? How will it affect critical function/vital support? Is the risk/threat going to happen: a. Now (1 3 hours)? b. Day week? c. Week month? Headline proposal to remediate / resolve / maintain critical functions/ vital support Inform Duty Emergency Planning Officer: Confirm agreed actions (document opposite) 9. Concludes incident or Now go to action card 2

18 Action card 2 key response actions BCP Actions Service Summary Response Pg 1 of 2 Page 1 of this action card summarises the critical function(s) performed, service/managers name, primary contact details, where the function(s) is delivered during normal service and where it s located if the normal location is not possible. Directorate Service Department/Unit Critical functions of service (please list) Usual location/address and contact details (room/floor/full postal address/ telephone/fax/generic ) Service summary Adult and Community Community Services Registration Function Impact Time 1. Ceremonies - statutory Ceremonies - nonstatutory Registration Information Centre Registrations Marriage/ civil partnership notices 2 3 Head Office: Colliton Annexe, Colliton Park, Dorchester, DT1 1XJ Tel: (01305) or (01202) Fax: Senior manager (name and contact details) Jo Wenborne Office: OOH: or mobile: Nominated deputy (name and contact details) Paul Leivers Office: Mobile: OOH: Specific responsibilities in respect of resilience Statutory: Marriages and civil partnerships / death registrations / birth registrations/ notices If responsible for notifying external agencies including key General Registrars Office / clients / approved premises / office dependencies landlords Response Strategy/Aim in the event of: Loss of staff Loss of premises Loss of IT (kit/power/etc) Other service specific scenarios (equipment, fuel, loss of suppliers, etc) Loss of contractor/external service provider (if applicable) Delivery of continuity of service by: Loss of staff: 1. Flexible job roles optimise roles 2. Re-prioritise existing work 3. Temporary closure of offices 4. Increase appointment availability by reducing travel to outstations and opening up main bases 5. Call in staff from cost centre to cover ceremonies 6. Prioritise bookings in accordance with statutory timescales 7. Train ceremony officer staff to register births 8. Train cost centre staff to register births 9. Manual registrations to deal with any backlog Relocation of head office functions to CEC/other registration office as appropriate. Relocation of public facing functions to other registration offices or council office as appropriate. Resume critical services within 1 hour to 1 day. See Appendix for further details Departmental BCP management team Key response actions Primary relocation evacuation (In the event of an evacuation of your normal place of work your dept will be re-deployed to) Paul Leivers (PL), Jo Wenborne (JW), Simon Parker (SKP) Alert : Debbie Ward (DW) DEPO, Communications Department, internal members of staff, GRO, Cllr Hilary Cox, office landlords, affected clients, insurance/risk dept, Deploy: Staff see details overleaf CEC, TOTH, Dorchester, Weymouth, Blandford or Ferndown offices, Dorset History Centre

19 Relocation contact details Facilities required/available (please list) (workstation = 1 x chair, 1 x desk) Key personnel contacts Tel : See contact details overleaf Technical: (i) 5 networked PC s and workstations, shared printer, fax, 1 phone line with 3 extensions in hunting system. RADIAN appointment system, Excel, RON (Web based RegistrationOnline system). Public accessible noticeboard. (ii) 1 networked PC/workstation (same systems as above) with access to fax Estates: (i) In (i) above 3 workstations to be in same office, other 2 workstations in an office (ii) In (ii) above in a private office with suitable public waiting area See latest staff contact card Locksmiths: Emergency Out of hours call outs: Pepper Lock Supplies in Wimborne / Working hours: Pepper lock supplies (as above) (all of county) Wessex Locksmiths in Weymouth (for West Dorset, Weymouth & Portland, North Dorset & Purbeck) /

20 Action card 2 key response actions Local Appendix BCP Actions Local Appendix Pg 2 of 2 This action card summarises additional information required to ensure the critical function(s) are delivered during normal service. Additional information Function 1 cannot be relocated (legal constraint). Contact GRO for advice. Function 3 requires ICT input to redirect the number, set up a hunting system with voic on last phone. Under new arrangements number now bounces through to Dorset Direct. Function 2 and 4 could be relocated (medium and long term) to other registration offices by increasing staff resource at those locations. In the short term cancel all registrations other than deaths. Relocate deaths to identified premises in same locality or provide taxi service for clients to nearest alternative registration office. Function 1 must be undertaken, if this is not possible legal action from clients to be expected. Function 4 has legal time limits attached. Death must be registered within 5 day of the death, burial or cremation cannot take place until registered. Births must be registered within 42 days of the birth, child benefit cannot be claimed until registered. Function 5 has legal time limits attached. Notices must be taken 17 days in advance of the ceremony. If this is not possible legal action from clients and payment of compensation would be expected. Minimum requirements for functions 1 to 4 are given for a single location (note that 12 different locations exist across County). In the event of loss of computers need to revert to manual registration procedure and consider: 1. Backcapture of registrations once normal service resumed; 2. Notification/assistance from GRO for RON civil partnership issues and marriage issues In the event of loss of power need to consider: Access issues for both staff and disabled and non-disabled clients (external electronic doors/ fob operated doors) Security issues for staff and building (fob system, waiting areas, public access areas) Health & Safety issues for staff and clients (levels of light, heating, fire alarms, emergency lighting, waiting areas, lone working procedure) Signage issues if relocating Logisitics for entry of notices on RON and their display (accessible to the public), discrepancies, authorities Logistics for finance reconciliation Lack of fax and photocopier facilities Backcapture of registrations once normal service resumed Suspension of trusted partner on line booking of appointments or changes to RADIAN diary NB Registration phones are not affected by power outage In the event of loss of key staff need to consider: Prioritisation of appointments Increasing capacity of available appointments Training of new recruits and notification to GRO Health & safety implications for remaining staff (flu pandemic etc) Contact Details for Offices: Blandford Office: Norden, Salisbury Road, Blandford, DT11 7LN Tel: Fax: Bridport Office: Bridport TC, Mountfield, Rax Lane, Bridport, DT6 3JP Tel/fax: Christchurch Office: Civic Offices, Bridge Street, Christchurch, BH 23 1AZ Tel: Fax: Dorchester Office: Colliton Annexe, County Hall, Dorchester, DT1 1XJ Tel: Fax: Ferndown Office: King George V Pavilion, Peter Grant Way, Ferndown, BH22 9EN Tel: Fax: Gillingham Office: St Martins Annexe, Queen Street, Gillingham, SP8 4DX Tel: Shaftesbury Office: Abbey View Medical Centre, Shaftesbury, SP7 8NU Tel: Sherborne Office: Manor House, Newland, Sherborne, DT9 3JL Swanage Office: The Town Hall, High Street, Swanage, BH19 2NZ Tel: Wareham Office: The Library, South Street, Wareham, BH20 4LR Tel: Weymouth Office: 45 Dorchester Road, Weymouth, DT4 7JT Tel: Fax: - Mulberry Centre: Commercial Road, Weymouth, DT4 8NG Staff Contact Details: Please see latest edition of the Service Contact Card

21 Action card 3 minimum service needs This action card summarises what people, equipment and premises you need to be able to function under normal operating conditions. The card can be used as a trigger to identify minimum resources required and also as a check list for what resources and equipment are required for minimum service delivery. All efforts will be made to make sure minimum requirements are available but alternative options should be considered on the day if required. Service needs Sub-tasks and time factors PC IT TELEPHONY DATA BUILDINGS Printer LAND MOB FAX (FILES, OFFICE LINE ETC) AREA N/WORK PC PUBLIC AREA 1 & 2. Ceremonies (statutory & non statutory) Marriage/ civil partnerships/ discretionary 1 hour Own vehi cles 3 hours 1 day 2 1 shared 1 week 1 month filing cabinets (ceremony files) Marriage notices / authorities 2 workstatio ns in an office VE HIC LES STA FF 2 staff for each cerem ony team IT Services, databases & Systems 2 RADIAN diary and appointment booking system, Excel (Ceremony script) RON (Registration OnLine) Word OTHER Ceremony file Staff contact details for ceremony allocation

22 3. Registration Information Centre 1 hour 3 hours 3 1 shared 1 line 3 extensio ns in Hunting system 1 Lotus Notes 1 day 1 week 1 month 4. Registrations 1 hour Manual Registration forms 3 workstatio ns in an office 1 workstatio n in private office Waiting area Own vehic les 3 RADIAN, RON 3 hours RADIAN RON Excel 1 day 1 share d 1 week 1 1 shared printer 1 month 5. Marriage/ civil partnership notices 1 hour 3 hours Manual notice forms 1 workstatio n in private office 1 day 1 workstatio n in an office 1 week 1 1 shared printer 1 month 1 workstatio n in private office per office location Waiting area Own vehic le 1 registr a 1 registr a RADIAN RON Noticeboard for displaying notices (legal constraint)

23 Appendix 6 Service Performance 2012/13 Quarter Ending: Key Performance Indicators Target Achievement 1 Events registered within statutory timescales Qt Total i) % births registered within 42 days 98% ii) % still-births registered within 42 days 98% iii) % deaths registered within 5 days, excluding registrations following post mortems and inquests 95% iv) % deaths after post mortem registered within 7 days 95% Monitoring methodology used: RON extracts provided by GRO Target Achievement 2A Waiting times for appointments for offices with appointment system Qt Total 1i) birth registration/declaration within 5 working days 95% 1ii) still-birth registration/declaration within 2 working days 95% 1iii) death registration/declaration within 2 working days 95% 1iv) notices for marriage and civil partnership within 5 working days 95% 2 % of customers seen within 10 minutes of appointment time 90% Monitoring methodology used: RADIAN reports Target Achievement 3 Certificate applications Qt Total i) % dealt with within 7 days of receipt (from deposited registers) 95% Monitoring methodology used: CapChart Target Achievement 4 Customer satisfaction Qt Total % of satisfied customers, evidenced from response to customer satisfaction surveys and actual number of returned forms Monitoring methodology used: Surveys (score of 7and above) 90% Target Achievement 5 Complaints Qt Total Total number of upheld formal complaints received (actual and as % of all registrations) Monitoring methodology used: DCC complaints procedure 0.5% Non Key Performance Indicators 6 Statutory Standards 7 Operational and Service Delivery Standards Monitoring methodology used: Annual Audit Target National Standard National Standard Achievement Version May

24 Wider service achievements and developments 8 Is our system designed to achieve our customers purpose? 2011/12 Performance A Ai) Aii) B Bi) Bii) C Ci) Cii) D Di) Dii) E Ei) F Fi) Death Registration Purpose: Accurately record our event; at our convenience Did the customer get the location, date and time they requested? Was the customer s purpose satisfied at the one appointment? Birth Registration Purpose: Accurately record our event; at our convenience Did the customer get the location, date and time they requested? Was the customer s purpose satisfied at the one appointment? Ceremony Purpose: Marry us our Way Did the customer get the location, date and time they requested? Is the customer confident their ceremony will happen their way? Ceremony Preparation: Help us to get married; at our convenience Did the customer get the location, date and time they requested? Was the customer s purpose satisfied at the one appointment? Archived Certificates: I want my requested certificate as quickly as possible What are the end to end times for certificate applications? Demand What are the demand volumes? Monitoring methodology used: Capcharts 2012/13 Performance Version May

25 9 Miscellaneous Performance A Financial Information 2011/12 Performance Ai) Aii) Aiii) Aiv) Av) Avi) Income Banked - Ceremonies Income Banked - Notices Income Banked - Current Certificates Income Banked - Archived Certificates Income Banked - Other Income Carry Forward Avii) Income Forecast Monitoring methodology used: DES financial report & RADIAN report 2012/13 Performance B Ceremony Information Bi) No. of ceremonies Monitoring methodology used: RON management report Version May