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 1980s 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 Cameras

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 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

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

38. QUESTIONS