Enforcement A New World

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Enforcement A New World

• Alyn Lewis IRRV (Dip) MESA
• Business Partnerships Manager
• Jacobs

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Enforcement A New World

• We need to look at
• The Past, to appreciate
• The Present, and build
• The Future

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The Past Bailiff Workloads

• Rent
• Commercial Domestic
• General Rates
• Seemed a simpler process
• Traditional role - Higher Collection Rates
• Corporate Debt
• Referrals Rare

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The Past

• Late 1980s it was time to Fire up the Quattro
• 1990 changed the Enforcement World !

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The Bailiff was Re-born !
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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

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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

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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

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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

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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

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The Present

• Formal Procurement
• PQQ/ITT/Interviews and Presentations
• Detailed SLA Documents
• Certification CRB (regular checks)
• Professional Memberships
• Policy Procedures
• HS, Environmental, CSR, Safeguarding
• Risk Management Continuity

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Accreditations

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

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Professional Memberships

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

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Professional Membership

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

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Bailiff Training

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

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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

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Information Technology

• Linking multiple cases
• History, Address cleansing
• Rapid next action timeframe built in
• Specification guidelines built in
• Case progression exception reporting

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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 Cameras

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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

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Quality

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

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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.

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Advanced Age (85)

• Vulnerable?

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Disabled

• Vulnerable?

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Difficulty to understand, read or speak English

• Vulnerable?

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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

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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

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The Reality Is Very Different

• Highly Trained Bailiffs
• Customer Communication is Key
• Bailiffs dont 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

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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

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A New World - Requirements

• Insolvency Bankruptcy
• Training and Development
• Various packages for Staff/Shadowing
• Members CAB
• Tracing Bulk Tracing
• Property Inspections

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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

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The Present Summary

• CIVEA
• Stronger Voice Unison Approach
• Innovation Automation
• Breaking Traditions
• Delivering out of the box Services
• Focus on Performance
• Enhanced Communication

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The Present Summary

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

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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

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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

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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

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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

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The Future A Whole New World

• Greater Collaboration/Shared Services
• Ombudsman Decisions Joined up LAs
• Joint Procurement Frameworks
• The Profession wont stand still
• Continuous Improvement
• Every Penny Counts 2011 Beyond

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QUESTIONS