Common use of EXTRA RISK Clause in Contracts

EXTRA RISK. Council Tax Administration Issue annual and ad-hoc bills Determine entitlement to discounts, exemptions, liability of dwellings & hardship applications Liaise with customers including payment arrangements, queries Issuing recovery notices (reminders, final notice and summons) and take follow up action Represent the Council at Magistrates’ court to obtain Liability Orders and Valuation Tribunals Completion notices for new properties and liaise with the Valuation of Agency to maintain an accurate banding list and ensure it is reconciled monthly Referring cases and supporting fraud Investigation where potential fraud is identified. Monthly reconciliations and year end balancing that include monthly reports of significant variances to the plan Provide information for responses to customer complaints Provide tax base information on request changes Statistical returns Carrying out quality and controls checks Authorise write-offs below £500 and information for write offs over £500 Even with a restructure and flexible working more staff removed the increased risk in service delivery Time taken to process new and revised billing will get longer CT collection is 98.5% target if resources reduce collection rates will go down affecting c.£80m cash flow and likely bad debt levels Less resource to investigate fraud Will have to pay extra for expertise and quality controls, lose level of audit compliance Increase in new properties and businesses leads to increased workload Increase in digital contact takes away traffic from customer services but increases email traffic to revenues and benefits Drawing up new CTR scheme , changing schemes, writing Board reports Business Rate Administration Prepare Annual Business Rates briefing for consultation with local businesses Issue annual and ad-hoc bill Determine entitlement to reliefs and exemptions Agree payment arrangements with ratepayers Approval notices (reminders, final notice and summons) and take follow up action Represent the Customer at Magistrates’ court Responding to Customer enquiries Issuing completion notices for new properties Providing Audit staff with information for audit. Agreeing and implementing Audit report outcomes Monthly reconciliations and year end balancing that include monthly reports of significant variances to the plan Authorise write-offs below £500 and provide details of accounts written off Statistical returns Assist with maximising rating income by identifying properties requiring assessment and those meeting the renewable energy criteria. Liaise with the Valuation of Agency to maintain and accurate banding list and ensure it is reconciled Commissioning functions Even with a restructure and flexible working more staff removed the increased risk in service delivery Business rate collection is running at 98.8% of £47m less resources will see deterioration in collection rate affecting cash flow and possible bad debt levels Housing / CT Benefit Administration Process Housing benefit and council tax support claims and changes and retrospective changes, determinations and appeals Carry out Housing benefit Interventions Identify and categorise overpayments Commissioning functions, for example: Even with a restructure and flexible working more staff removed the increased risk in service delivery Administer the Discretionary Housing Payments scheme (DHP) Council tax reduction hardship payments Referring cases and supporting fraud Investigation Responding to complex customer enquiries Recovery of benefit overpayments from on-going benefit Managing access to, and use of, DWP Customer information system. and monitoring compliance with DWP Memorandum of Understanding Determine entitlement to Free School Meals Complete the DWP data matching requirements within agreed timescales Carrying out quality and controls checks (5%) on the accuracy of processing of local authority error cases  Advise on and implement legislative changes within agreed timescales Time taken to deal with new claims and change of circumstances may get longer – the customer will see deterioration in service and possible homelessness Reclaiming of overpayment on benefits will deteriorate, currently collect c£200k Less resource to support fraud , may result in fines from DWP from level of service change Adult Social Care Debt Recovery Recover overpayments from the adult social care team Referrals back to the adult social care team as appropriate Referral of outstanding debts to external enforcement officers Referral of debt onto committal proceedings as appropriate. Service is new and will develop and agree processes with the Adult Social Care team in Herefordshire Council. Hoople will operate within the constraints of the Herefordshire Council scheme of delegation. Other Ensure software upgrades are tested and implemented on time and they reflect legislative changes and operational requirements Providing specialist advice on Revenues and Benefits issues Freedom of Information requests Provide information for audits and agreeing and implementing Audit action plans Systems and software maintenance Submit organisational data to Government departments (SHBE etc) Provide agreed data sharing informational reports Data downloads from Government departments (UC, PDP, Atlas etc) Draft complaint responses Update the revenues and benefits information on the internet/intranet Implementation of digital transformation Increase in digital traffic reduces physical contact to customer services but increases digital contact via emails and feedback notifications so increase in workload Hoople Ltd can supply a range of ICT services. Herefordshire Council only consumes those services deemed to be necessary for the smooth delivery of their functions; it is these that are included within this SLA. Each service supplied by Hoople Ltd has distinct characteristics and therefore will have differing outputs, associated volumes and performance measures. This section describes each service in turn that is considered part of this agreement. Core ICT services included in the SLA Code Service Service Notes / Service Constraints Support End Users and Maintain Their Assets SE 1. Support End SE1.1 Service Desk Users will make full use of self-service tools where available.

EXTRA RISK. Council Tax Administration Issue annual and ad-hoc bills Determine entitlement to discounts, exemptions, liability of dwellings & hardship applications exemptions Liaise with customers including payment arrangements, queries Issuing recovery notices (reminders, final notice and summons) and take follow up action Represent the Council at Magistrates’ court to obtain Liability Orders and Valuation Tribunals Completion notices for new properties and liaise with the Valuation of Agency to maintain an accurate banding list and ensure it is reconciled monthly Referring cases and supporting fraud Investigation where potential fraud is identified. Monthly reconciliations and year end balancing that include monthly reports of significant variances to the plan Provide information for responses to customer complaints Provide tax base information on request changes Statistical returns Carrying out quality and controls checks Authorise write-offs below £500 and information for write offs over £500 Even with a restructure and flexible working more staff removed the increased risk in service delivery Time taken to process new and revised billing will get longer CT collection is 98.5% target if resources reduce collection rates will go down affecting c.£80m cash flow and likely bad debt levels Less resource to investigate fraud Will have to pay extra for expertise and quality controls, lose level of audit compliance Increase in new properties and businesses leads to increased workload Increase in digital contact takes away traffic from customer services but increases email traffic to revenues and benefits Drawing up new CTR scheme , changing schemes, writing Board reports Business Rate Administration Prepare Annual Business Rates briefing for consultation with local businesses Issue annual and ad-hoc bill Determine entitlement to reliefs and exemptions Agree payment arrangements with ratepayers Approval notices (reminders, final notice and summons) and take follow up action Represent the Customer at Magistrates’ court Responding to Customer enquiries Issuing completion notices for new properties Providing Audit staff with information for audit. Agreeing and implementing Audit report outcomes Monthly reconciliations and year end balancing that include monthly reports of significant variances to the plan Authorise write-offs below £500 and provide details of accounts written off Statistical returns Assist with maximising rating income by identifying properties requiring assessment and those meeting the renewable energy criteria. Liaise with the Valuation of Agency to maintain and accurate banding list and ensure it is reconciled Commissioning functions Even with a restructure and flexible working more staff removed the increased risk in service delivery Business rate collection is running at 98.8% of £47m less resources will see deterioration in collection rate affecting cash flow and possible bad debt levels Housing / CT Benefit Administration Process Housing benefit and council tax support claims and changes and retrospective changes, determinations and appeals Carry out Housing benefit Interventions Identify and categorise overpayments Commissioning functions, for example: Even with a restructure and flexible working more staff removed the increased risk in service delivery Administer the Discretionary Housing Payments scheme (DHP) Council tax reduction hardship payments Referring cases and supporting fraud Investigation Responding to complex customer enquiries Recovery of benefit overpayments from on-going benefit Managing access to, and use of, DWP Customer information system. and monitoring compliance with DWP Memorandum of Understanding Determine entitlement to Free School Meals Complete the DWP data matching requirements within agreed timescales Carrying out quality and controls checks (5%) on the accuracy of processing of local authority error cases Provide Benefit Training on legislation policies and procedures.  Advise on and implement legislative changes within agreed timescales Time taken to deal with new claims and change of circumstances may get longer – the customer will see deterioration in service and possible homelessness Reclaiming of overpayment on benefits will deteriorate, currently collect c£200k Less resource to support fraud , may result in fines from DWP from level of service change Adult Social Care Debt Recovery Recover overpayments from the adult social care team Referrals back to the adult social care team as appropriate Referral of outstanding debts to external enforcement officers Referral of debt onto committal proceedings as appropriate. Service is new and will develop and agree processes with the Adult Social Care team in Herefordshire Council. Hoople will operate within the constraints of the Herefordshire Council scheme of delegation. Other Ensure software upgrades are tested and implemented on time and they reflect legislative changes and operational requirements Providing specialist advice on Revenues and Benefits issues Freedom of Information requests Provide information for audits and agreeing and implementing Audit action plans Systems and software maintenance Submit organisational data to Government departments (SHBE etc) Provide agreed data sharing informational reports Data downloads from Government departments (UC, PDP, Atlas etc) Draft complaint responses Update the revenues and benefits information on the internet/intranet Implementation Council Tax Number of digital transformation Increase in digital traffic reduces physical contact dwellings 83,000 + / - 5% Number of discounts reviewed annually 700 + / - 5% NB Will be reducing 2013 (class A and C) Number of exemptions reviewed annually 1,800 + / - 5% Number of banding list changes processed annually 1,400 + / - 5% Number of direct debits 54,000 + / - 5% Number of cases passed to customer services but increases digital contact via emails the Bailiff annually 2,800 + / - 5% Number of reminders 27,000 + / - 5% Number of summonses 6,300 + / - 5% Liability Orders 5,008 + / - 5% Business Rates Number of Hereditaments 7,800 + / - 5% Number of rate relief reviews (bi-annually) 420 + / - 5% Number of summons 400 + / - 5% Number of Liability Orders 300 + / - 5% Number of reminders 1,900 + / - 5% Number of cases passed to the Bailiff annually 120 + / - 5% Housing Benefit Number of Housing Benefit claims 12,000 + / - 5% Housing Benefit Number of DHP claims 800 + / - 5% Hardship Fund Number of Claims Tbc + / - 5% CT support Number of Claims 14,200 + / - 5% Housing Benefit and feedback notifications so increase in workload Hoople Ltd can supply a range Council Tax Support Number of ICT services. Herefordshire New Claims assessed annually 7,300 + / - 5% Housing Benefit and Council only consumes those services deemed Tax Support Number of Changes of Circumstances assessed annually 46,000 + / - 5% Housing Benefit and Council Tax Support Training Number of people 50 + / - 5 Debtors Annual Average of Sundry Debtor invoices 8,000 + / - 5% Annual Average of Recurring Billing invoices 11,500 + / - 5% Annual Average of Housing Benefit Overpayment invoices 6,000 + / - 5% Debtors Parking Annual Average of Parking Penalty Notices 20,000 + / - 5% Number of cases passed to be necessary the Bailiff annually 940 + / - 10% Number of cases with Bailiff (all years) 560 + / - 10% Hew Homes Bonus Properties removed from the list 49 Single Persons Discount Number identified and removed 200 Council Tax Collection, Council Tax Support & Recovery Council Tax collection rate (%) (Annual) 98.5% >=98.4% N/A <98.5% Housing Benefit /Council Tax Support Administration Time taken to deal with new claims and changes of circumstances 13.5 days =/<13.5 days 13.5 to 18 days >18 days Time taken to deal with new claims 19 days =/<19 days 20 to 25 days >25 days Time taken to deal changes of circumstances 11 days =/<11 days 12 to 16 days >16 days Business Rates Collection & Recovery Annual Business Rates collection rate (%) 98.8% >=98.8% N/A <98.8% Council Tax accounts paid by DD DD take up for the smooth delivery CT 67% 67% <67% Debtors – Billing and Collection of their functions; it is these that are included within this SLA. Each service supplied by Hoople Ltd has distinct characteristics Sundry Income, Parking Penalty Notices and therefore will have differing outputs, associated volumes benefit Overpayments % collected of all recurring billing arrears where invoice issued over 30 days 95% >/=95% N/A <95% Data and performance measures. This section describes each service in turn that is considered part Information Provision Providing responses Freedom of this agreement. Core ICT services included in the SLA Code Service Service Notes / Service Constraints Support End Users and Maintain Their Assets SE 1. Support End SE1.1 Service Desk Users will make full use Information requests 20 days =/< 20 days - > 20 days Drafting complaint responses 7 days =/< 7 days - > 7 days Review of self-service tools where available.Policies Annually Within timescale - Outside timescale

EXTRA RISK. Council Tax Administration Issue annual and ad-hoc bills Determine entitlement to discounts, exemptions, liability of dwellings & hardship applications Liaise with customers including payment arrangements, queries Issuing recovery notices (reminders, final notice and summons) and take follow up action Represent the Council at Magistrates’ court to obtain Liability Orders and Valuation Tribunals Completion notices for new properties and liaise with the Valuation of Agency to maintain an accurate banding list and ensure it is reconciled monthly Referring cases and supporting fraud Investigation where potential fraud is identified. Monthly reconciliations and year end balancing that include monthly reports of significant variances to the plan Provide information for responses to customer complaints Provide tax base information on request changes Statistical returns Carrying out quality and controls checks Authorise write-offs below £500 and information for write offs over £500 Even with a restructure and flexible working more staff removed the increased risk in service delivery Time taken to process new and revised billing will get longer CT collection is 98.5% target if resources reduce collection rates will go down affecting c.£80m cash flow and likely bad debt levels Less resource to investigate fraud Will have to pay extra for expertise and quality controls, lose level of audit compliance Increase in new properties and businesses leads to increased workload Increase in digital contact takes away traffic from customer services but increases email traffic to revenues and benefits Drawing up new CTR scheme , changing schemes, writing Board reports Business Rate Administration Prepare Annual Business Rates briefing for consultation with local businesses Issue annual and ad-hoc bill ▇▇▇▇ Determine entitlement to reliefs and exemptions Agree payment arrangements with ratepayers Approval notices (reminders, final notice and summons) and take follow up action Represent the Customer at Magistrates’ court Responding to Customer enquiries Issuing completion notices for new properties Providing Audit staff with information for audit. Agreeing and implementing Audit report outcomes Monthly reconciliations and year end balancing that include monthly reports of significant variances to the plan Authorise write-offs below £500 and provide details of accounts written off Statistical returns Assist with maximising rating income by identifying properties requiring assessment and those meeting the renewable energy criteria. Liaise with the Valuation of Agency to maintain and accurate banding list and ensure it is reconciled Commissioning functions Even with a restructure and flexible working more staff removed the increased risk in service delivery Business rate collection is running at 98.8% of £47m less resources will see deterioration in collection rate affecting cash flow and possible bad debt levels Housing / CT Benefit Administration Process Housing benefit and council tax support claims and changes and retrospective changes, determinations and appeals Carry out Housing benefit Interventions Identify and categorise overpayments Commissioning functions, for example: Even with a restructure and flexible working more staff removed the increased risk in service delivery Administer the Discretionary Housing Payments scheme (DHP) Council tax reduction hardship payments Referring cases and supporting fraud Investigation Responding to complex customer enquiries Recovery of benefit overpayments from on-going benefit Managing access to, and use of, DWP Customer information system. and monitoring compliance with DWP Memorandum of Understanding Determine entitlement to Free School Meals Complete the DWP data matching requirements within agreed timescales Carrying out quality and controls checks (5%) on the accuracy of processing of local authority error cases  Advise on and implement legislative changes within agreed timescales Time taken to deal with new claims and change of circumstances may get longer – the customer will see deterioration in service and possible homelessness Reclaiming of overpayment on benefits will deteriorate, currently collect c£200k Less resource to support fraud , may result in fines from DWP from level of service change Adult Social Care Debt Recovery Recover overpayments from the adult social care team Referrals back to the adult social care team as appropriate Referral of outstanding debts to external enforcement officers Referral of debt onto committal proceedings as appropriate. Service is new and will develop and agree processes with the Adult Social Care team in Herefordshire Council. Hoople will operate within the constraints of the Herefordshire Council scheme of delegation. Other Ensure software upgrades are tested and implemented on time and they reflect legislative changes and operational requirements Providing specialist advice on Revenues and Benefits issues Freedom of Information requests Provide information for audits and agreeing and implementing Audit action plans Systems and software maintenance Submit organisational data to Government departments (SHBE etc) Provide agreed data sharing informational reports Data downloads from Government departments (UC, PDP, Atlas etc) Draft complaint responses Update the revenues and benefits information on the internet/intranet Implementation of digital transformation Increase in digital traffic reduces physical contact to customer services but increases digital contact via emails and feedback notifications so increase in workload Hoople Ltd can supply a range of ICT services. Herefordshire Council only consumes those services deemed to be necessary for the smooth delivery of their functions; it is these that are included within this SLA. Each service supplied by Hoople Ltd has distinct characteristics and therefore will have differing outputs, associated volumes and performance measures. This section describes each service in turn that is considered part of this agreement. Core ICT services included in the SLA Code Service Service Notes / Service Constraints Support End Users and Maintain Their Assets SE 1. Support End SE1.1 Service Desk Users will make full use of self-service tools where available.workload