Appendix A Business Impact Assessment

Transcription

1 Stopping cash payments at Forde House and Forde Road offices Business Impact Assessment December

2 Appendix A Business Impact Assessment Business Impact Assessment Proposal: To stop taking cash payments from customers at Forde House, Forde Road office and TICs Amanda Pujol, Business Manager Housing & Health 9/12/ Aims of the proposal The aim of the proposal is to stop taking cash payments at Forde House, Forde Road and TIC offices from 1 April 2016 and encourage customers to use alternative payment methods including paying by cash and cheques at Post Offices or via PayPoint. Cash payments in person are the most expensive transactional cost for the Council due to the processes and staff time involved in cash handling. The Council s channel shift programme aims to move customers to the most efficient and cost effective methods of payment and at the same time offer them the opportunity to self-serve 24/7. The Dept for Communities and Local Government has recognised that stopping handling both cash and cheque payments can result in savings for local government. The drive towards more digital methods of communication and transacting can be seen both at central government level, with Universal Credit being digital by default, and locally at Teignbridge, with the launch of the Housing Benefit online application form. There has been an increase in the number of Teignbridge customers transacting through alternative channels in 2015/16 (ie, not at TDC offices). Payments received from customers using these alternative channels such as online banking, direct debits, web payments and PayPoint/Post Offices, etc made up 89% of all transactions. 2. Environment impacts The proposal indicates the following impacts on the environment a. Natural environment (wildlife, landscape, trees) +1 b. Built environment (townscape, design, archaeology, conservation) 0 c. Climate change (adaptation, mitigation) +1 d. Resource use (land, energy, water, minerals) +1 2a. Natural environment (wildlife, landscape, trees) +1 As a result of stopping the cash receipting at reception there will be less printing and waste which means there will be less impact on the environment. 2c. Climate change (adaptation, mitigation) +1 By reducing printing and disposal there will be less impact on the environment. Following customer exit surveys in 2010 and 2011 it was discovered that around 75% of visiting customers travelled less than 5 miles to visit Forde House, and nearly all of them came in cars. By stopping cash payments at Teignbridge offices, customers will be encouraged to use alternative method of payment such as online or automated payments, direct debit and, if cash is still preferred, using local Post Offices. This means less car trips to offices to make a cash/cheque payment, resulting in a smaller carbon footprint. 2

3 2d. Resource use (land, energy, water, minerals) + 1 Reducing printing and receipts will consume less resources, and encouraging people to pay locally will reduce fuel consumption. 3. Value and financial impacts The proposal indicates the following financial impacts a. Jobs, or training opportunities 0 b. Business investment within the area 0 c. Tourism 0 d. The supply, or quality of housing 0 e. Access to services and benefits +1 f. Reduce cost, or increase income +1 g. Increase capital receipts/funding 0 3e. Access to services and benefits +1 Whilst it is recognised we are reducing the services available at Teignbridge offices by no longer accepting cash or cheque in person, customers will continue to have the ability to pay by cash at the Post office and PayPoint. By encouraging customers to pay cash at Post Offices this will increase the volume of transactions the Post Offices will handle and improves their viability - particularly in rural areas. Reducing the footfall by removing cash transactions will enable Customer Services staff to spend more time assisting vulnerable customers with other, and more complex, queries. 3f. Reduce cost, or increase income +1 No longer offering a cash payment facility at the offices will encourage customers to use more alternative methods of payment. Those who wish to continue to pay cash can still do so at a cheaper cost to the Council (PayPoint and the Post office cost 45p and 50p respectively and cash in person costs 1.39) Whilst it is recognised that there is a small risk that people who wish to pay cash at Teignbridge offices then refuse to pay by other means, it is envisaged the majority of customers will switch to other payments. 4. Social impacts and duties The proposal indicates the following social impacts. % a. Age Children (Under 16) 16.3% 0 Young (16-24) 9% 0 Working age (25-59) 42.8% 0 Older (60+) 32% 0 b. Women 48.4% 0 c. Men 51.6% 0 d. Transgender 0.01% 0 e. BAME (Black, Asian, minority ethnic) 3% 0 f. LGB (lesbian, gay, bisexual) 5% 0 g. Marriage and Civil Partnership 52% 0 h. Religion and belief (or none) 0 i. Disability 21% 0 j. Pregnancy and Maternity 0 k. Rural 27% +1 l. Economic Deprivation 21.8% 0 * Bold = Protected characteristics 3

4 4a,b,c,d,e,f,g,h,i,j There is no data to suggest that any particular characteristic group will be disadvantaged by removing the cash payment facilities at Forde Road offices or Forde House because cash facilities continue to be available elsewhere via Post office and PayPoint. By providing more and more customer access online and by automated phoneline, it does allow those customers who are unable to travel (the disabled, the rural, busy families) the opportunity to interact/transact without leaving home 24 hours a day. In addition, the council s mobile website allows customers to use/pay for facilities whilst out and about, using their smartphones or tablets. 4k. Rural Communities +1 Poor transport links and lack of broadband in rural areas can make it more difficult for some people to access services. We have assisted internet accessibility through a 5,000 grant from the Welfare Support Fund enabling internet access in Mortenhampstead, Ipplepen, Buckfastleigh, Ashburton and Teignmouth. This helped provide internet access in the community and enable them to utilise online payment methods. The current payment facilities offered by the Council are in Newton Abbot. Encouraging customers to use local Post Offices to pay cash will increase their viability particularly in rural areas. 4l. Economic deprivation Whilst it has been recognised anecdotally that those on lower incomes prefer to pay cash, this will still be available at Post Offices and PayPoint locations. Some small businesses may work in a cash-in hand environment, but those customers do have the opportunity to pay via Post Office or PayPoint. Post Office locations 4

5 5. Summarise potential impacts and planned mitigations: Have representatives of those likely to be affected by the proposal been consulted? Are there ongoing plans to monitor the impact of the proposals Are there any relevant Human Rights considerations? No Yes No We will monitor any impact on income received by the Council and the uptake of other payment methods including direct debit and online payments. 6. Duties Under the Equality Act 2010 s.149 the Council must annually publish what actions we have taken in response to our three equality duties. This proposal contributes to the duties in the following ways: a] The elimination of discrimination, harassment, victimisation and other prohibited conduct No impact b] The advancement of equality of opportunity by: Providing 24/7 access to a variety of payment methods, through automated and digital means c] The fostering of good relations between people by: n/a Service information here: 7. Manager s evaluation NA No major change required Adjustments have been made to better advance equality Continue despite having identified some potential for adverse impacts. Cease the proposal. It shows actual or potential unlawful discrimination. 8. Recommended Actions That the Council stop taking cash and cheques in person at Forde House and Forde Road offices from 1 April 2016 and continue to enable cash payments at the Post office and via Paypoint. 9. Sign off Business Manager Amanda Pujol BID Signed Amanda Pujol Signed Kay O Flaherty Date 9 December 2015 Date 9 December 2015 Review date April 2017 Review date April 2017 G:\GLOBAL\BIA\Completed BIAs\Stopping cash BIA December 2015.docx 5