| 23rd November 2006
Andrew Hudson Chief Executive
David Park Director of Local Taxation
John Wilkinson Director – District Valuer Services
Steve Hartnell Director - Human Resources
Ian Milliken Chief Information Officer
Sue Townsend Director - Finance
Paul Sanderson Director – Data & Special Projects
Mary Morrison-Paton Head of Communications & Customer Insight
Ann Grinstead Non Executive Director
Dawn Johnson Non Executive Director
Craig Lester Director – DVS Client Development
Neil Macavoy DVS
Richard Swann HR Business Relations Team Leader
Andrew Mouland Secretary
This item was a discussion on operational performance, the purpose of which was to address operational issues by reviewing the key performance indicators where the outlook was not at green.
The Local Taxation customer satisfaction survey results were showing an upward trend standing currently at 83%, although whether we met the target would be a close call at year-end. A team was currently reviewing all aspects of the Council Tax (CT) payers’ journey in order to manage expectations better.
Productivity was at –13% which was moving in the right direction, although this target continued to be a priority.
The compiled list rating appeals target was currently behind profile with an outturn forecast of 90-95%.
Liaison with the Valuation Tribunal Service has continued following the national meeting, with positive feedback received from a number of regional meetings.
There was a discussion of the LS outturn estimate, and the handling of Work in Progress (WIP).
The strategic risk register had been updated to reflect the discussion at the October Management Board meeting and a paper was being presented to the Audit Committee on 23 November.
A report would be submitted to the December MB meeting to update the Board on the emerging financial position.
Paul Sanderson provided an update on data issues.
Performance against target for all people to have core skills within 6 months was still at 100%. The process of targeting those at risk would need to continue through the year.
The staff attitude survey would be run in January.
Ian Milliken updated the Management Board on the ASPIRE contract.
Mary Morrison-Paton updated the Management Board on communication issues.
The World Class communications campaign continued to draw increasingly positive comments from around the network with the quarterly video magazine now being used more widely with Billing Authorities as well as within the VOA.
Corporate Communications were working with Lindsay Wright to reinvigorate the use of video conferencing.
The purpose of this presentation by John Wilkinson was to provide the Management Board with a detailed update on operational performance.
The Management Board reviewed the DVS targets focusing particularly on those that were not shown with a RAG status of green. The Board noted that performance against the targets for HMRC work was very good.
The valuation accuracy rating from customers on LS work would be available in January following the LS and HMRC surveys in December. John Wilkinson would review whether this data could be obtained throughout the year
The utilisation rates were increasing and DVS were carrying out detailed investigation with TUS to get behind the detail.
The LS and HMRC customer surveys would be carried out in December 2006 with a report available in January 2007.
The Management Board agreed with DVS proposals to focus on growing specific new and existing areas of work. Discussions would take place on how to get short-term help for planning LS work.
The purpose of this paper submitted by Andrew Hudson was to provide the Management Board with a report of the People Committee meeting held on 28 September 2006.
The Management Board noted the report and had no further comments apart from requesting confirmation of the cost of the Band 1 Leadership Development Programme, and deadlines for all actions.
The purpose of this paper produced by Richard Swann was to update the Management Board with the current state of Business Continuity planning in the Agency and the further actions required to ensure the Agency was able to continue with operations at an acceptable level, when faced with an incident or business interruption.
Business continuity had worked well following a few recent incidents and new Business Continuity Plans were in place but there was concern that the Agency was open to risk due to non-compliance with the Business Continuity process.
The paper was recommending that more be done centrally to ease the burden on Groups and Units but also that more should be done to ensure compliance.
The Management Board agreed with the proposals and accepted the proposed timetable on the basis that it was strictly adhered to.
Ian Milliken updated the Management Board on ERP.
A decision was required by 22 December 2006 and a paper would be submitted to the Management Board at the meeting on 21 December.
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