New Support and Customer Service Organisation

Business Case and Preferred bidder Recommendation 22 November 2012

Context for NSCSO

Adults Social Care Net budget incl. SR 2013 350 300 250 Children's Social Services Growth Opportunity

200 150 100 50 0

2010/11 2011/12 2012/13 2013/14 2014/15 2015/16 2016/17 2017/18 2018/19 2019/20 2020/21 2021/22 2022/23 2023/24 2024/25 2025/26 2026/27 2027/28 2028/29 2029/30 2030/31 2031/32

National picture of other councils making extensive cuts to services and staff

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Recommended preferred bidder

The preferred bidder recommendation based upon the evaluation scores is Capita This means: A guaranteed saving to the Council of 125.4m This recommendation will be put to Cabinet on 6 December 2012 Mobilisation will start in the new year with an intention to transfer the services at the end of March 2013 A guaranteed saving to the Council of 125.4m

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Benefits to the Council

Investment in staff development, services and technology of c17m to transform services and achieve guaranteed performance standards Better services and information for residents Improved insight to help design new services around individual needs and with other public sector partners

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What happens now? democratic process

Overview and Scrutiny 29 November Cabinet 6 December Overview and Scrutiny call-in 13 December ALCATEL (Standstill period) this is part of the procurement process when we pause to allow any of the unsuccessful bidders to challenge the decision. General Function Committee Pension Function Committee

Contract signed

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Inform and Consult

Following Alcatel: Tripartite meetings (TU, LBB & Capita) will begin from 7 January 2013 where the Council, Unions and the preferred bidder meet Consultation with staff will begin on measures (known changes)

In early January 2013 the preferred bidder will come in to meet with staff for the first time and will give staff the latest detailed information
The contract is scheduled to be signed by the end of January 2013

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What does this mean for you?

Location:
Darwen, Lancs: Bromley: All Contact Centres apart from Social Care Direct CTax and Benefits processing (inc CTax Support) and billing NNDR billing, collection and recovery SME activity (Valuation, Bailiff liaison and enforcement), plus Support & Control activities Face to Face, home visits and inspections Adult Social Care Direct (ensure on-site professional support maintained) Commissioned services, eg from community groups 1 November 2013 1 November 2013 1 April 2014

Barnet:

Timescales:
Relocate CS Contact Centre to Darwen Relocate Revs & Bens processing to Darwen Migrate Revs & Bens SME functions to Bromley

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What does this mean for you?

Staffing levels Customer Services
Transferring FTE Barnet Darwen 83.84 Dec 2013 19.60 61.90 2014 19.20 59.20 2015 18.50 54.25 2016 18.50 53.25 2023 18.50 52.25

Staffing levels Revs & Bens

Transferring FTE Barnet Bromley 126.53 Dec 2013 3.0 25.38 2014 3.0 25.38 2015 2.0 22.88 2016 2.0 22.88 2023 2.0 22.88

Blackburn

83.68

83.68

80.68

75.68

65.68

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Capita Supporting Change

Consultation with trade union and staff representatives
Redeployment/Relocation
Job exploration and trial opportunities Engagement with Capita Resourcing and Group HR to identify suitable opportunities Re-skilling & retraining including vocational qualifications Strong regional and national presence

Outplacement Support
Supporting employees locally to explore opportunities outside the organisation Competency development and skill realignment to enable opportunities for work, education and development

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Outplacement Support
Employee Support Career Guidance Career Counselling Provision of Capita Career Manager via online support Discussion with local recruitment agencies/employers Time off for interviews

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What does this mean for you?

Staff training and development
Continuous professional development and skills enhancement Provide staff with the right tools so they can excel in their roles Manager Care and Leader Care programmes Vocational learning programme Skills mapping to identify training needs Full roll out of performance appraisal process and setting of clear objectives clearly linked to KPIs Focus on professional accreditation and support existing professional development plans

Opportunities within the new provider

Post-transfer offer of opportunities to work on innovative and new projects across Capita Succession planning and talent management Career development

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NSCSO employee and manager support

Emotional support 1-1 Counselling Employee Assistance Programme Workplace Options Change and Me workshops Practical Support TUPE Answers 1-1, run by HR, 2 hours everyday, bookable through employee.support@barnet.gov.uk. Starts Monday 26 November Workshops - bookable through employee.support@barnet.gov.uk Change and Me Accessing the Hidden Job Market FAQs updated weekly Line Manager and Employee 1-1s Single intranet page under NSCSO for all support matters In box for comments and concerns employee.support@barnet.gov.uk
Manager Support 1 hour briefing sessions on 26 and 27 November 2012 sessions can be booked through employee.support@barnet.gov.uk

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Important Contacts
Workplace Options: Free and Confidential 24/7 Employee Assistance and Counselling Service: T: 0800 243 458. E: assistance@workplaceoptions.com W: www.workplaceoptions.com username barnet password - employee Urgent 1:1 Counselling support: Maria Goldsmith T: 07908 245072 E: maria.goldsmith@barnet.gov.uk On Friday 23 November Maria will be available for confidential drop in sessions. Located in HR by pillar C1. Queries and Questions: employee.support@barnet.gov.uk

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How will we keep you updated?

Weekly message Will let you know what has happened at Committees and Cabinet We will provide more detail about what will happen during transition and mobilisation Staff Group Ask your representative for updates Intranet frequently asked questions key documents such as business case We want to hear your questions please ask Your manager Your staff group representative Email onebarnet@barnet.gov.uk

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Questions?

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Important Contacts
Workplace Options: Free and Confidential 24/7 Employee Assistance and Counselling Service: T: 0800 243 458. E: assistance@workplaceoptions.com W: www.workplaceoptions.com username barnet password - employee Urgent 1:1 Counselling support: Maria Goldsmith T: 07908 245072 E: maria.goldsmith@barnet.gov.uk On Friday 23 November Maria will be available for confidential drop in sessions. Located in HR by pillar C1. Queries and Questions: employee.support@barnet.gov.uk

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