Enforcement – A New World

1. Enforcement – A New World Alyn Lewis IRRV (Dip) MESA Business Partnerships Manager Jacobs

2. Enforcement – A New World We need to look at: The Past, to appreciate The Present, and build The Future

3. The Past – Bailiff Workloads • Rent • Commercial & Domestic • General Rates • Seemed a simpler process • Traditional role - Higher Collection Rates • Corporate Debt • Referrals Rare

4. The Past • Late 1980’s it was time to ‘Fire up the Quattro’ • 1990 changed the Enforcement World !

5. The Bailiff was Re-born !

6. 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

7. 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

8. 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

9. 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

10. 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

11. 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

12. Accreditations • BSI • Integrated Management • Quality Management • Health and Safety • Environmental • Information Technology • Contractors Health and Safety (CHAS) • Investor in People

13. Professional Memberships • CIVEA • ESA/ACEA Merge • Examinations • Professional Standards • IRRV • Organisation/Qualification/Forum • British Parking Association • Institute of Parking Professionals/BSIG

14. Professional Membership • Credit Services Association • Corporate Debt types • Codes & Best Practice • Office of Fair Trading • Debt Collection Guidance • Licensing for certain debt recovery types

15. Bailiff Training • The Law • Certification process • Professional Examinations • City & Guilds • Communication Skills • Telephone Recovery • Conflict Management

16. 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

17. Information Technology • Linking multiple cases • History, Address cleansing • Rapid next action – timeframe built in • Specification & guidelines built in • Case progression & exception reporting

18. 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

19. 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

20. Quality • Client Charters • Debtor Charters • Quality Statements • Service Standards • Quality Checks – all process • Statutory Fees – Quality, Performance & Customer Care is Key

21. 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…….

22. Advanced Age (85) Vulnerable?

23. Disabled Vulnerable?

24. Difficulty to understand, read or speak English Vulnerable?

25. 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

26. 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

27. 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

28. 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

29. A New World - Requirements • Insolvency & Bankruptcy • Training and Development • Various packages for Staff/Shadowing • Members & CAB • Tracing & Bulk Tracing • Property Inspections

30. 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

31. The Present – Summary • CIVEA • Stronger Voice – Unison Approach • Innovation & Automation • Breaking Traditions • Delivering “out of the box “Services • Focus on Performance • Enhanced Communication

32. The Present – Summary • High Customer Care Levels • Social Inclusion • Local Focus & Facilities • Accountable, Open & Transparent • Genuine Nil Cost Services • True Partnership Working

33. A New World - Summary • Creation of Real Savings for Councils • Unlike Triggers Brush ! • Award for Saving the Council Money • “I have maintained this brush for 20 yrs – Its had 17 new heads and 14 new handles”

34. 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

35. The Future – A Whole New World • New Examinations – CIVEA 2011 • Co-ordinated with IRRV • On line training tool • Compulsory Modules • Generic – Inc National Standards • Conflict, Safety & Security & Distress for Rent • Choice of two Operational Modules • Local Taxation, Road Traffic, HMCS, HMRC & CSA • 66% pass mark – High Quality Professionals

36. 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

37. 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

38. QUESTIONS