Enforcement – A New World

Alyn Lewis IRRV (Dip) MESABusiness Partnerships ManagerJacobs

Enforcement – A New World

We need to look at:

The Past, to appreciateThe Present, and buildThe Future

The Past – Bailiff Workloads>Rent

> Commercial & Domestic

>General Rates > Seemed a simpler process> Traditional role - Higher Collection Rates

>Corporate Debt > Referrals Rare

The Past >Late 1980’s it was time to ‘Fire up

the Quattro’

>1990 changed the Enforcement World !

The Bailiff was Re-born !

The Process - 1990

>Resource expansion to administrate>New IT systems required>Paper everywhere>Costs of Administration & Collection>Put Revenues and Benefits Service

on the Local Authority Map

The Process - 1990

>Procurement – No Procurement Units> Mainly informal> Local Based Bailiffs> SLA with basic Codes of Practise

>Referrals> Paper –Liability Orders> Manual System Updates> Wall to wall paper files

The Process - 1990>Bailiff Updates

> Teams of staff to administrate> Via Phone> Via Fax

>Bailiff Returns> By the droves – all paper> Fees for return reports

>High administration and reconciliation's

The Process - 1990

>Political/Local Members>Media Frenzy>Pressure Groups>CAB/Welfare groups>All before a bill was even sent!!!>Legal Challenges

> Case Law Heaven> CAB - Undue Distress

The Present

>Major Change – over 20 years>Industry has driven challenge and

change>Raising Standards>Building Reputations>Changing the perceptions>Modernisation Agenda>Re-engineering of all process

The Present>Formal Procurement

> PQQ/ITT/Interviews and Presentations> Detailed SLA Documents> Certification & CRB (regular checks)> Professional Memberships

>Policy & Procedures> H&S, Environmental, CSR, Safeguarding> Risk Management & Continuity

Accreditations>BSI

> Integrated Management> Quality Management> Health and Safety> Environmental> Information Technology

>Contractors Health and Safety (CHAS)>Investor in People

Professional Memberships>CIVEA

> ESA/ACEA Merge> Examinations> Professional Standards

>IRRV> Organisation/Qualification/Forum

>British Parking Association> Institute of Parking Professionals/BSIG

Professional Membership

>Credit Services Association> Corporate Debt types> Codes & Best Practice

>Office of Fair Trading> Debt Collection Guidance> Licensing for certain debt recovery

types

Bailiff Training

>The Law>Certification process>Professional Examinations>City & Guilds>Communication Skills>Telephone Recovery>Conflict Management

Information Technology

>Considerable Investments in Technology>Automation & Innovation – Efficiencies

> Systems Interfacing/Referrals/Updates> Returns – direct to the next action code> Direct Payments – Revenues or Cash Systems> Returns – direct to DIP/EDMS systems

>Electronic File Transfers/HTTP/SFTP> Data Protection / Encryption / Confidentiality

Information Technology

>Linking multiple cases> History, Address cleansing

>Rapid next action – timeframe built in>Specification & guidelines built in>Case progression & exception

reporting

Information Technology

>Digital Pens on the Doorstep>Update of cases & form capture>Smartphone / PDA devices / iPad 2>On line access to system & emails>SMS capability for instructions>GPS & Trackers in vehicles>Body & ID Style Camera’s

Transparency

>Client Web> On line access – 24/7> Full history of cases/financial breakdown> Form and correspondence images> Actions – Holds/Returns/Updates> Automatic SMS to visiting Bailiffs> Run reports and download capability

>Debtor Web – Enquire/Contact/Pay

Quality

>Client Charters>Debtor Charters>Quality Statements>Service Standards>Quality Checks – all process>Statutory Fees – Quality,

Performance & Customer Care is Key

Vulnerability

>CAB Protocols in place>Safeguarding Policies and Procedures>Signposting Benefits>Welfare and Advice training >Vulnerable Categories listed – but

view each case on their own merit…….

Advanced Age (85)

Vulnerable?

Disabled

Vulnerable?

Difficulty to understand, read or speak English

Vulnerable?

Performance Management

>Culture not a task>Targets & Key Work Objectives>Focus on In Year & Arrears Collection>Regular Graphical Reporting>Service Reviews>Complaint Reviews>Dedicated Client Management

Perception – ‘A New World’>Aggressive Bailiffs>Big Brother Watch>Internet Consumer Forums>www.nocounciltax.com>www.criminal-bailiffs.angelfire.com>FOI & SAR (www.whatdotheyknow.com)>Free Men on the Land>Form 4 Complaints

The Reality – Is Very Different>Highly Trained Bailiffs

>Customer Communication is Key>Bailiffs don’t kick doors down>Low levels of complaints>Objective to collect payment not goods>Extensive Client Performance Monitoring>Arrangements – High 2009 - 2011>Removal of Goods – Rare

A New World –Requirements

>Automation to create efficiency>Transfer the Administration

> 14 Day Letters> AOE Administration> Committal Warning Letters

>Telephone Debt Recovery> Pre & Post Bailiff Cases> Corporate Debt Recovery

A New World - Requirements>Insolvency & Bankruptcy>Training and Development

> Various packages for Staff/Shadowing> Members & CAB

>Tracing & Bulk Tracing>Property Inspections

The Present – Summary

>Industry Lead Change>Fundamental review of

> Policies, Procedures, Process

>Raising the Standards> Never been stronger

>Increased Quality> Fees Statutory- Quality & Performance

Counts

The Present – Summary

>CIVEA> Stronger Voice – Unison Approach

>Innovation & Automation>Breaking Traditions>Delivering “out of the box “Services>Focus on Performance>Enhanced Communication

The Present – Summary

>High Customer Care Levels>Social Inclusion>Local Focus & Facilities>Accountable, Open & Transparent>Genuine Nil Cost Services>True Partnership Working

A New World - Summary

>Creation of Real Savings for Councils>Unlike Triggers Brush !

>Award for Savingthe Council Money

“I have maintained this brush for 20 yrs – Its had 17 new heads and 14 new handles”

The Future – A Whole New World>Tribunal Courts & Enforcement Act>Taking Control of Goods>New Fee Structure>Consultation in July – September

2011>Your views count - please

respond to the paper

The Future – A Whole New World>New Examinations – CIVEA 2011

> Co-ordinated with IRRV> On line training tool> Compulsory Modules

Generic – Inc National StandardsConflict, Safety & Security & Distress for Rent

> Choice of two Operational ModulesLocal Taxation, Road Traffic, HMCS, HMRC &

CSA66% pass mark – High Quality Professionals

The Future – A Whole New World>New Drivers for Change >New Welfare System – Universal

Credit>A new era for ‘Debtors’>Financial Literacy in Schools>Emphasis on early education>Break the ‘wont pay’ culture

The Future – A Whole New World>Greater Collaboration/Shared

Services>Ombudsman Decisions – Joined up

LA’s>Joint Procurement Frameworks>The Profession wont stand still>Continuous Improvement>Every Penny Counts 2011 & Beyond

QUESTIONS