Annex G
Best Value Review of Local Land Charges – Improvement Plan
Improvement Plan Reference
IMP-A1
Description : Review staff roles following successful computerisation of
the Land Charges Register
Outline of service improvement :
The search process is split into 2 tasks, registering the search and
completing the search. These tasks are currently undertaken by
different Local Land Charge Officers.
Computerisation will change the way in which the service is delivered.
It is necessary to review the roles of each member of the Local Land
Charges team following successful computerisation of the service.
The Local Land Charge Procedure Manual and Officer job descriptions
should be amended to reflect changes.
Derivation : Consult
Priority : Medium
Implementation timescale : Nov 2004 (assuming computerisation
completed mid 2004)
Cost :Minimal – within existing resources
Relationship to other improvements : A2, A3, B1, B3, B4, B11
Responsible HDC Officer : Local Land Charges Manager
Other organisations involved : None
Report paragraph ref : 7.14
Annex G
Best Value Review of Local Land Charges – Improvement Plan
Improvement Plan Reference
IMP-A2
Description : Review staffing levels following successful
computerisation of the Local Land Charge Register
Outline of service improvement :
Computerisation of the Local Land Charge Register, effective data
management and increased use of NLIS will help improve efficiency
and increase the number of searches per officer.
These improvements in efficiency will help offset additional staff time
needed to implement and operate the proposed service enhancements,
deliver the communications strategy and introduce the requirements of
the forthcoming HomeBuyers pack.
The Review is not able to recommend that staffing levels be reduced,
merely reviewed, in light of all of the changes.
Derivation : Challenge
Priority : Medium
Implementation timescale : Sept 2005
Cost : No additional resources needed to undertake the Review
Possible resource savings if staffing levels are reduced
Relationship to other improvements :A2
Responsible HDC Officer : Local Land Charges Manager & Customer
Service Manager
Other organisations involved : Personnel, UNISON
Report paragraph ref : 8.7
Annex G
Best Value Review of Local Land Charges – Improvement Plan
Improvement Plan Reference
IMP-B1
Description : Update the Local Land Charge Procedure Manual
Outline of service improvement :
Changes in how the Local Land Charge service is delivered, what is
delivered and by whom need to be clearly documented in a Procedure
Manual.
The existing Procedure Manual should be constantly updated as
changes and improvements are introduced.
The Procedure Manual should be a single reference document for the
service.
The service should consider whether the manual should be in paper
based or electronic format.
Derivation : Compare
Priority : Medium
Implementation timescale : To commence April 2004. Ongoing
Cost : Minimal. Photocopying is the only additional resource.
Relationship to other improvements : A3, B1, B3, B10
Responsible HDC Officer : Local Land Charges Manager
Other organisations involved : None
Report paragraph ref : 8.7
Annex G
Best Value Review of Local Land Charges – Improvement Plan
Improvement Plan Reference
IMP-A3
Description : Review training requirements of all Local Land Charge
Officers
Outline of service improvement :
Review all training requirements as part of the annual development and
appraisal process.
Training has been provided in the new I.T system but refresher training
is required in a number of modules.
Refresher training should not be limited to Local Land Charge Officers
but considered for all Officers involved in the CAPS I.T system
Derivation : Consult
Priority : Medium
Implementation timescale : Undertake review by Aug 2004. Training
to be arranged thereafter
Cost : Minimal. Most training needs will be addressed in-house
Relationship to other improvements :A3, A6, A8, A9, B1, B9
Responsible HDC Officer : Local Land Charge Manager
Other organisations involved : Personnel, I.T dept, Building Control
Officers, Development Control Officers, Env Health Officers
Report paragraph ref : 9.8
Annex G
Best Value Review of Local Land Charges – Improvement Plan
Improvement Plan Reference
IMP-B2
Description : Produce written User Guide for new CAPS I.T system
Outline of service improvement :
There is no User Guide for the new CAPS I.T system.
Local Land Charge Officers have received training in the new system.
Training has been provided by the Local Land Charge Manager who
has been ‘trained as a trainer’. The Local Land Charge Manager can
not be expected to recall everything taught and a User Guide will be a
valuable reference document.
Documentation has been provided by the software supplier but needs to
be collated into a user-friendly document.
Derivation : Challenge
Priority : Medium
Implementation timescale : Complete by Aug 2004
Cost : Minimal. Staff time only.
Should be completed using existing resources
Relationship to other improvements : B9, C3
Responsible HDC Officer : I.T Service Manager
Other organisations involved : I.T Officers, Software Supplier
Report paragraph ref : 8.7
Annex G
Best Value Review of Local Land Charges – Improvement Plan
Improvement Plan Reference
IMP-B3
Description : Review workflows and service procedures following
computerisation of the Land Charge Register.
Outline of service improvement :
Computerisation will bring with it fundamental changes to the way in
which the Local Land Charge service operates. It is important that the
day to day tasks and processes are reviewed to ensure that they are
undertaken efficiently.
The review of the staff roles will feed into this exercise.
Changes in workflows and service procedures should be documented in
the Procedure Guide.
Derivation : Consult
Priority : Medium
Implementation timescale : To commence July 2004. Ongoing
Cost : No additional resources. Staff time only.
Relationship to other improvements : A1, B1
Responsible HDC Officer : Local Land Charge Manager
Other organisations involved :
Report paragraph ref : 7.14
Annex G
Best Value Review of Local Land Charges – Improvement Plan
Improvement Plan Reference
IMP-A4
Description : Monthly Local Land Charge Team Meetings
Outline of service improvement :
The Local Land Charge team currently meets on an ad-hoc basis, as
and when issues arise.
Regular team meetings will be a way of formalising these informal
discussions. They will also be a way for Officers to raise issues and be
informed of changes within the authority.
If possible, meetings should be held away from the Land Charge office.
An invite should be extended to the Customer Support Manager.
Arrangements need to be in place to ensure the service is not affected
by these meetings, e.g. telephone cover.
Derivation : Challenge
Priority : High
Implementation timescale : Immediate
Cost : None
Relationship to other improvements : A5, B5
Responsible HDC Officer : Local Land Charge Manager
Other organisations involved : None
Report paragraph ref :8.7
Annex G
Best Value Review of Local Land Charges – Improvement Plan
Improvement Plan Reference
IMP-A5
Description : Consider introducing bi-monthly departmental meetings,
including raising awareness session
Outline of service improvement :
Local Land Charge Officers have identified feeling isolated from other
services within their department. The service is often seen as a
separate, independent service.
The Local Land Charge service relies on information from other
services and so it is important that the service is aware of any changes
or improvements in these other services.
Departmental meetings are a way of raising awareness of each service,
raising cross service issues and also discussing changes within the
authority as a whole.
Derivation : Challenge
Priority : Medium
Implementation timescale : To be considered following approval of
reorganisation. Decision to be made by May 2004
Cost : None, can be introduced using existing resources
Relationship to other improvements :A4
Responsible HDC Officer : Customer Service Manager
Other organisations involved :Customer Service Department
Report paragraph ref : 8.7
Annex G
Best Value Review of Local Land Charges – Improvement Plan
Improvement Plan Reference
IMP-A6
Description : PACS Local Land Charge Training
Outline of service improvement :
PACS is the only recognised Local Land Charge training event available
to Local Land Charge Officers. This annual training event is an ideal
opportunity to learn and discuss good practice.
For existing Local Land Charge staff the training course is an excellent
refresher course.
The Review recommends that all Local Land Charge Officers attend the
training event at least once every three years.
Derivation : Consult, Challenge
Priority : Low
Implementation timescale : Implement from 2004/05
Cost : Budget provision required - 2004/05 budget. PACS training
currently costs £350.00 per delegate (plus expenses).
Relationship to other improvements : A3
Responsible HDC Officer : Local Land Charge Manager
Other organisations involved : PACS
Report paragraph ref : 7.14
Annex G
Best Value Review of Local Land Charges – Improvement Plan
Improvement Plan Reference
IMP-B4
Description : Explore the feasibility of dual-trained staff to assist during
periods of peak demand and staff absence
Outline of service improvement :
Staff cover arrangements during periods of absence and peaks in
demand can be tackled by training staff from other service areas in
basic Local Land Charge tasks.
Customer Service staff, along with staff from Development Control,
Building Control and Environmental Health have a good understanding
of the Local Land Charge service as they provide the information
needed to operate the service. We need to consider whether, with a
small amount of training, officers could be used to deliver part of the
service during periods of peak demand.
Without introducing cover arrangements the service will continue to
struggle during busy periods. This will have a detrimental effect upon
turnaround performance.
Derivation : Compare, Consult
Priority : Medium
Implementation timescale : Feasibility study to be completed by Jan
2005
Cost : Minimal cost to undertake the report and any subsequent
training. Long term costs unknown.
Costs compare very favourably with employing temporary staff
during periods of peak demand.
Relationship to other improvements : A1
Responsible HDC Officer : Customer Support Manager
Other organisations involved : Support Services, Planning Control,
Building Control
Report paragraph ref : 7.14, 9.10
Annex G
Best Value Review of Local Land Charges – Improvement Plan
Improvement Plan Reference
IMP-A7
Description : Induction training for new starters (non Local Land
Charge)
Outline of service improvement :
It is important that all new starters within the Planning, Building Control
and Environmental Health departments are aware of the Local Land
Charge service and how their information feeds into the search process.
Induction training will be arranged for all new starters involved in
providing information needed for the Local Land Charge service.
Training will be provided by the Local Land Charge Manager. It is
important that all department managers liase with the LLC Manager
Derivation : Consult
Priority : Medium
Implementation timescale : To be introduced immediately
Cost : No additional resources needed
Relationship to other improvements :
Responsible HDC Officer : Local Land Charge Manager
Other organisations involved : Personnel, Departmental Managers
Report paragraph ref : 7.14
Annex G
Best Value Review of Local Land Charges – Improvement Plan
Improvement Plan Reference
IMP-B5
Description : Develop Local Performance Indicators for turnaround
performance
Outline of service improvement :
The performance of the Local Land Charge service is measured by
BVPi 179 – Number of searches carried out within 10 working days.
BVPi 179 is a national performance indicator and does not reflect the
needs of local customers or the turnaround time offered by local
competitors.
Following computerisation of the Local Land Charge Register there is a
need to consider setting performance targets that reflect local needs.
There is a need to reduce the turnaround time from 10 days and
consider introducing a range of other indicators that measure
performance. These should be developed in consultation with the needs
of local customers.
Long term aims should be to achieve a guaranteed 5-day turnaround
within 3 years.
Details of the targets should be promoted through the Marketing and
Communication strategy
Derivation : Compare, Challenge Priority : Highest
Consult
Implementation timescale : June 2005
Cost : Minimal
Relationship to other improvements : A4, C1, C4
Responsible HDC Officer : Local Land Charge Manager
Other organisations involved : Best Value Administrator
Report paragraph ref : 7.4, 7.6, 8.5, 8.7, 9.8
Annex G
Best Value Review of Local Land Charges – Improvement Plan
Improvement Plan Reference
IMP-A8
Description : TLC+ training
Outline of service improvement :
It has been recommended that TLC+ be introduced to improve the
spatial plotting and recording of information. In order to make best use
of the system it is important that the Local Land Charge Manager
undergoes TLC+ training.
The Manager will then undertake training with the Local Land Charge
Officers.
Derivation : Consult
Priority : Low
Implementation timescale : To be completed following implementation
of TLC+ in early 2005.
Cost : £750.00 per day. Funding arrangements in place in 2003/04
budget
Relationship to other improvements : A3
Responsible HDC Officer : Local Land Charge Manager
Other organisations involved : I.T department, Software supplier
Report paragraph ref :7.14
Annex G
Best Value Review of Local Land Charges – Improvement Plan
Improvement Plan Reference
IMP-C5
Description : Dispose of the Local Land Charge record cards following
verification and cross checking of entries
Outline of service improvement :
Computerisation of the Local Land Charge Register will remove the
need for manual record cards.
In order to maintain accuracy of the searches it is important that
information contained on each record card is cross-checked with the
computer record.
After crosschecking the record card can be securely disposed of.
There is no need to archive the record card as the information will be
contained within the system
Derivation : Consult
Priority : Medium
Implementation timescale : To commence immediately following
computerisation of the Register
Cost : Minimal – staff time only. To be funded from existing budgets
Relationship to other improvements :E3
Responsible HDC Officer : Local Land Charge Manager
Other organisations involved : None
Report paragraph ref : 7.11
Annex G
Best Value Review of Local Land Charges – Improvement Plan
Improvement Plan Reference
IMP-B7
Description : Secure storage for copy searches
Outline of service improvement :
It is a requirement of the insurance cover that copies of all searches are
kept indefinitely. Experience has shown that, with the exception of the
last 2 years records, there is no need to keep copy searches on site.
Space within the Council Offices is very limited and the current methods
of storage are impacting upon service delivery.
It maybe that we can negotiate with the insurers to dispose of certain
copy searches (see ), until that point in time secure storage needs to be
sought.
All new searches are copied and stored electronically.
Derivation : Compare
Priority : Medium
Implementation timescale : To commence April 2004
Cost : Estimate £1500 per year if external storage company used.
Maybe possible to identify other means of storage. Budget provision
required from 2003/04 budget.
Relationship to other improvements : B8
Responsible HDC Officer : Local Land Charge Manager
Other organisations involved : Possible local storage firms
Report paragraph ref : 9.10
Annex G
Best Value Review of Local Land Charges – Improvement Plan
Improvement Plan Reference
IMP-B8
Description : Enter negotiations with the Council’s insurers to reduce
the length of time copy searches need to be kept
Outline of service improvement :
The current insurance arrangements mean that all copy searches must
be kept indefinitely. With the exception of searches completed during
the last 2 years, it is very rare for these copy searches to be accessed.
Other organisations considered during the Review keep copy searches
for a limited period.
The issue of keeping copy searches indefinitely should be raised when
renewing the annual insurance cover. Organisations considered during
the Compare process kept copy searches for 7 years. If possible, copy
searches should be kept for 7 years or less.
Derivation : Challenge
Priority : Low
Implementation timescale : To be completed when annual insurance
cover renewed. Financial year 2004/05
Cost : Possible increase in insurance premium
Relationship to other improvements :B6, B7
Responsible HDC Officer : Resources Director
Other organisations involved : Insurer
Report paragraph ref : 8.7
Annex G
Best Value Review of Local Land Charges – Improvement Plan
Improvement Plan Reference
IMP-C4
Description : Produce a report for the Uniform Project Board to confirm
that all data modules are being fully utilised
Outline of service improvement :
The Review established that most data modules within the new CAPS
system are being fully utilised. There are however a number of modules
that are not being used or used to their fullest potential.
In these circumstances there is an increased risk of delays in inputting
and updating information. Having accurate, up to date information is
the key to successful computerisation of the service
The report taken to the Uniform Project Board should identify each of
the CAPS Modules. It should establish a Manager for each module and
confirm that each module is being fully utilised, i.e. decisions are system
generated. Where the module is not being fully utilised the Project
Board should consider introducing performance targets for inputting
information. These targets should be monitored by the Project Board.
The findings of the report should be reported to the I.T Steering Group.
Derivation : Consult
Priority : Highest
Implementation timescale : Report to be taken to Project Board by
April 2004
Cost : Minimal – staff time only. To be funded from existing budgets
Relationship to other improvements : B5
Responsible HDC Officer : Local Land Charge Manager & E Gov
Project Manager
Other organisations involved : Uniform Project Board
Report paragraph ref : 7.6, 7.11, 7.14
Annex G
Best Value Review of Local Land Charges – Improvement Plan
Improvement Plan Reference
IMP-C2
Description : Electronic information requests to Leicestershire County
Council.
Outline of service improvement :
COMPLETED – Following consultation with Leicestershire County
Council it was agreed that requests for Local Land Charge information
could be submitted electronically, via email. This replaces the
cumbersome postal service.
This service improvement will help speed up the search process and
will feed through to improvements in performance.
Derivation : Challenge
Priority : Medium
Implementation timescale : Introduced Dec 2003
Cost : No additional cost
Relationship to other improvements :C1, C7
Responsible HDC Officer : Local Land Charge Manager
Other organisations involved : Leicestershire County Council
Report paragraph ref : 8.7
Annex G
Best Value Review of Local Land Charges – Improvement Plan
Improvement Plan Reference
IMP-C1
Description : Introduce performance targets for the return of search
information from Leicestershire County Council
Outline of service improvement :
COMPLETED
Although Leicestershire County Council do respond quickly to enquiries,
without any formalised performance targets it is difficult to measure the
quality of service they are providing. As fee paying customers of the
County Council it is not unreasonable to expect them to perform to
agreed targets.
Improvements in service are needed if the Local Land Charge service is
to improve its turnaround performance.
It has been agreed with Leicestershire County Council that Local Land
Charge enquiries will be answered within 4 working days of receipting
them.
Derivation : Challenge
Priority : Medium
Implementation timescale : Introduced December 2003
Cost : No additional resources required.
Relationship to other improvements :B5, C2, C7
Responsible HDC Officer : Local Land Charge Manager
Other organisations involved : Leicestershire County Council
Report paragraph ref : 8.7
Annex G
Best Value Review of Local Land Charges – Improvement Plan
Improvement Plan Reference
IMP-C3
Description : Develop and test the public access screens within the
TLC system
Outline of service improvement :
Following computerisation of the Local Land Charge Register
customers wanting to make a personal search of the register will need
access to a P.C to do this. It is important that access is restricted to the
property or plot of land being searched.
The Total Land Charges (TLC) system does have a public access
facility. The facility should be checked to ensure that the necessary
information is there and that no other screens can be accessed. The
system also needs to be tested to ensure it works correctly.
If we are to reduce the amount of time spent facilitating personal
searches it is important that the public access screens work.
Derivation : Consult
Priority : High
Implementation timescale : Testing to be completed by May 2004
Cost : No additional cost if the system works correctly. Possible
development costs if changes are needed
Relationship to other improvements : B2, B11
Responsible HDC Officer : Local Land Charges Manager and I.T
Project Implementer
Other organisations involved :Software supplier
Report paragraph ref : 7.11
Annex G
Best Value Review of Local Land Charges – Improvement Plan
Improvement Plan Reference
IMP-B10
Description : Revise and document the procedures for dealing with
Personal Search Agents
Outline of service improvement :
Service provision to Personal Search Agents will change following
computerisation of the Local Land Charge register and the
reorganisation of the Customer Service area in the Council Offices.
Procedures need to be developed to ensure the Personal Search
Agents have access to the Local Land Charge Register in the Customer
Service Area.
These new procedures should be included within the Local Land
Charge Procedure Manual.
When formulating these new procedures regard should be had for IMP-
Derivation : Consult
Priority : High
Implementation timescale : New procedures to be introduced to
coincide with computerisation of the Local Land Charge service and
reorganisation of the customer service area – target July 2004
Cost : Minimal – staff time only. Will be funded by existing budgets
Relationship to other improvements : B1
Responsible HDC Officer : Local Land Charge Manager, Support
Service Manager & Customer Service Manager
Other organisations involved : Customer Services, Personal Search
Agents
Report paragraph ref : 8.7
Annex G
Best Value Review of Local Land Charges – Improvement Plan
Improvement Plan Reference
IMP-B11
Description : Explore the feasibility of Customer Service staff providing
the personal search service
Outline of service improvement :
Following reorganisation of the Customer Service area Personal Search
Agents (PSA) will not be allowed to visit the Local Land Charge
department.
Access to the computerised Land Charge Register will be provided
within customer services.
If Personal Search Agents continue to make appointments 24 hours in
advance there should be no reason why Local Land Charge Officers
can not prepare the personal search and then pass instruction to
Customer Service staff so that they can facilitate the search.
Minimal amount of training will be needed for this task as all of the
preparatory work will be done by Local Land Charge Officers.
There is a need to produce a brief report, setting out the expected
requirements of customer service staff and for this report to be
considered by the Customer Service Manager and Services Director
Derivation : Consult, Compare
Priority : High
Implementation timescale : Report to be completed and discussed by
May 2004
Cost : Minimal. Staff time only. To be funded from existing budgets
Relationship to other improvements : A1, C1
Responsible HDC Officer : Local Land Charge Manager, Customer
Service Manager, Services Director
Other organisations involved : Customer Services, Personnel
Report paragraph ref : 7.11, 9.8
Annex G
Best Value Review of Local Land Charges – Improvement Plan
Improvement Plan Reference
IMP-C7
Description : Explore the feasibility of establishing a direct I.T link with
Leicestershire County Council
Outline of service improvement :
The most efficient way for Leicestershire County Council to receive and
process requests for information is for them to go directly onto their I.T
system.
Such improvements in efficiency will improve the speed in which
information is returned and will feed through to improved turnaround
performance.
Discussions have already been held with County Council to discuss the
feasibility of establishing a direct I.T link. It has been agreed that these
discussions will continue with a view to a decision being made in mid
2004.
Derivation : Challenge
Priority : Low
Implementation timescale : Decision to be made by Aug 2004
Cost : Minimal cost. Staff time only. No anticipated I.T costs
Relationship to other improvements : C1, C2, C8
Responsible HDC Officer : I.T Project Implementer
Other organisations involved : Egov/I.T department, Leics C.C
Report paragraph ref : 8.5
Annex G
Best Value Review of Local Land Charges – Improvement Plan
Improvement Plan Reference
IMP-B9
Description : Develop a standards guide for inputting key information
on to the CAPS system
Outline of service improvement :
Information input onto the CAPS system needs to be input correctly.
Problems have already been experienced with the inputting of
addresses. Different officers have input the same address slightly
differently, making it very difficult to marry up information. Simple
problems such as these have a considerable impact upon efficiency.
A simple helpsheet or standards guide should be developed to ensure
that all officers are using the system correctly. The guide should be
short in length and user friendly, concentrating upon the important fields
within the system.
A copy of the guide should be distributed to all officers using the CAPS
system
Derivation : Challenge
Priority : Medium
Implementation timescale : To be completed following completion of
the CAPS user guide
Cost : Minimal. Staff time only. To be funded from existing budgets
Relationship to other improvements : A3, B2
Responsible HDC Officer : Local Land Charge Manager / I.T Service
Manager
Other organisations involved : I.T
Report paragraph ref : 8.7
Annex G
Best Value Review of Local Land Charges – Improvement Plan
Improvement Plan Reference
IMP-A9
Description : GIS training for the Local Land Charge Manager
Outline of service improvement :
GIS is a key part of the TLC+. The Local Land Charge Manager will
require Arc View 8 training.
The need for refresher training has been identified by a number of Local
Land Charge Officers.
It is recommended that the Local Land Charge Manager attends the
formal GIS training and then trains the Officer within her section
Training is to be undertaken in-house if possible. Otherwise training is
to be undertaken externally.
Derivation : Consult
Priority : High
Implementation timescale :To be arranged by 31/3/04
Cost : To be paid from existing resources within CAPS project budget
Relationship to other improvements : A3
Responsible HDC Officer : I.T Project Implementer
Other organisations involved : I.T
Report paragraph ref : 7.14
Annex G
Best Value Review of Local Land Charges – Improvement Plan
Improvement Plan Reference
IMP-C6
Description : Introduce Total Land Charges Plus (TLC+)
Outline of service improvement :
TLC+ is an enhancement that will improve the spatial content and
management of information. Large plots of land can be difficult to plot
on the standard TLC system. TLC+ makes it easier to do so.
TLC+ is available as a free enhancement.
Derivation : Challenge
Priority : Medium
Implementation timescale : To be implemented by 31st March 2004
Cost : No additional costs
Relationship to other improvements : A8, A3, E3
Responsible HDC Officer : Local Land Charge Manager / I.T project
implementor
Other organisations involved : Software suppliers, I.T
Report paragraph ref : 8.7
Annex G
Best Value Review of Local Land Charges – Improvement Plan
Improvement Plan Reference
IMP-B6
Description : Consider the need to increase the value of insurance
cover
Outline of service improvement :
Concerns have been raised that the current level of insurance cover, £1
million, would not be sufficient in the event of a large claim.
The new computerised Local Land Charge Register brings with it risks.
Until the information has been verified and cross checked, and until
officers are use to using the new system there is an increased risk of
incomplete or inaccurate information being sent out. Increase insurance
cover will safeguard against this risk.
As Personal Search Agents offer indemnity insurance of £5 million, it
would also be a way of competing with them. Offering customers the
same guarantees as they have with PSA’s.
As decision as to whether to increase insurance cover, and by how
much, should be taken by the Resources Director in conjunction with
the Local Land Charges Manager. This will depend upon premium
levels.
Derivation : Challenge
Priority : Medium
Implementation timescale : Revised premiums to be obtained prior to
insurance renewal. Decision to be made when renewing insurance in
2004/05
Cost : Unknown. Will need to be budgeted for out of 2004/05 budget
Relationship to other improvements : B8
Responsible HDC Officer : Resources Director
Other organisations involved : Insurer
Report paragraph ref : 8.7
Annex G
Best Value Review of Local Land Charges – Improvement Plan
Improvement Plan Reference
IMP-E11
Description : Introduce differential pricing for NLIS searches
Outline of service improvement :
NLIS is the most efficient way for Harborough D.C to receive and
process a search. It is also the easiest and most cost effective way for
customers to submit a search.
Submitting a search via NLIS is currently more expensive than
submitting a standard search via post. This is because of surcharge
levied by NLIS and the channel provider.
Incentives need to offered to make joining NLIS more attractive.
Differential pricing for NLIS searches will offer the incentive needed.
The report attached at appendix F sets out the options for differential
pricing. The Review recommends that differential pricing be set at 25%.
A final decision on this matter will rest with the Resources Director.
Derivation : Consult, Challenge,
Compare
Priority : Highest
Implementation timescale : To be introduced from 1st April 2004
Cost : See report for potential lost income. There is a need to have
regard for the amount of lost income if differential pricing is not
introduced
Relationship to other improvements : D11, D12, E14
Responsible HDC Officer : Local Land Charge Manager & Resources
Director
Other organisations involved : Finance
Report paragraph ref : 7.6, 8.5, 9.8
Annex G
Best Value Review of Local Land Charges – Improvement Plan
Improvement Plan Reference
IMP-D4
Description : Produce a bi-annual newsletter
Outline of service improvement :
Currently there is no effective means of communicating with customers.
A bi-annual newsletter is a way of informing customers about
improvements in service, levels of performance and changes in the
national policy agenda.
It is an important way to raise awareness of the service and the good
work it is doing. In a competitive market the service needs to be
promoted to customers, this is an effective way of doing so.
The quality of the document is as important as the content. There is a
need for it to look professional.
The newsletter should be distributed to all stakeholders and should be
made on the internet.
Derivation : Challenge, Compare
Priority : Medium
Implementation timescale : 1st Edition to be produced April 2004.
Cost : Production costs from 2004/05 budget
Relationship to other improvements : D2, D3, D4
Responsible HDC Officer : Local Land Charge Manager &
Communications Manager
Other organisations involved : E-gov
Report paragraph ref : 8.7, 9.1
Annex G
Best Value Review of Local Land Charges – Improvement Plan
Improvement Plan Reference
IMP-D3
Description : Develop a Marketing and Communication strategy
Outline of service improvement :
The Local Land Charge service is operating in a competitive market. If it
is to survive it needs to compete with Personal Search Agents.
A number of service improvements will be introduced as a result of this
Review. It is important that these improvements are communicated to
customers.
Communication needs to correctly co-ordinated. It is therefore important
that a structured Marketing and Communication Strategy is developed.
The strategy will consider different methods of communication and
develop a timetable for implementation.
The strategy is key in helping to keep existing customers and in winning
back those using the services of a Personal Search Agent.
Derivation : Challenge, Compare
Priority : High
Implementation timescale : Draft report to be produced by May 2004
with implementation to coincide with computerisation of Local Land
Charge Register
Cost : Staff time to develop and agree the strategy. Implementation will
require resources from 2004/05 budget (and future years)
Relationship to other improvements : D1, D2, D4, D5, D8, D10, D11,
D12, E1, E2, E5, E6, E7, E15
Responsible HDC Officer : Communications Officer / Local Land
Charge Manager
Other organisations involved : E-gov
Report paragraph ref : 8.15, 9.13
Annex G
Best Value Review of Local Land Charges – Improvement Plan
Improvement Plan Reference
IMP-D5
Description : Produce a Service Standards leaflet
Outline of service improvement :
There is no document or leaflet that outlines the service customers can
expect when submitting a search.
A service standard leaflet should be produced to outline the service
provided, performance targets and how to make contact with an
enquiry/complaint.
It is important that the quality of the leaflet reflects the professional
nature of the service
The service standard leaflet should be made available in the Council
Offices and copies should be distributed to all stakeholders.
Derivation : Challenge
Priority : High
Implementation timescale : Draft leaflet to be produced by Oct 2004.
Final version to be distributed Dec 2004
Cost : To be funded form 2004/05 budget
Relationship to other improvements : D2, D3, D5
Responsible HDC Officer : Local Land Charge Manager /
Communications Officer
Other organisations involved : E-gov
Report paragraph ref : 8.7
Annex G
Best Value Review of Local Land Charges – Improvement Plan
Improvement Plan Reference
IMP-D12
Description : Distribute NLIS promotional leaflet
Outline of service improvement :
NLIS produce a range of leaflets promoting the benefits of the service.
A range of leaflets should be requested and a leaflet inserted with each
paper-based search that is submitted. Information related to differential
pricing should also be included
Solicitors using the services of a Personal Search Agent should be
targeted for distribution. The services of the NLIS Marketing Officer
should be used in order to ensure that the leaflets have maximum
impact.
Derivation : Compete, Consult,
Compare
Priority : High
Implementation timescale : To be introduced as soon as policy on
differential pricing has been agreed.
Cost : Minimal
Relationship to other improvements : D3, D11, E11
Responsible HDC Officer : Local Land Charges Manager
Other organisations involved : NLIS
Report paragraph ref : 7.6, 7.14, 9.8, 9.13, 10.9
Annex G
Best Value Review of Local Land Charges – Improvement Plan
Improvement Plan Reference
IMP-E10
Description : Where appropriate. include leaflets on Conservation
Area, Listed Buildings and Tree Preservation Orders with
each standard search
Outline of service improvement :
Leaflets relating to rights and responsibilities with regard TPO’s, Listed
Buildings and Conservation Areas have been produced by Harborough
D.C.
A copy of these leaflets should be included, where appropriate, with
each standard search.
Derivation : Compete
Priority : Medium
Implementation timescale : To be introduced forthwith
Cost : Minimal.
Relationship to other improvements : E12
Responsible HDC Officer : Local Land Charge Officers
Other organisations involved : None
Report paragraph ref : 10.10
Annex G
Best Value Review of Local Land Charges – Improvement Plan
Improvement Plan Reference
IMP-D11
Description : Organise an NLIS Launch Event
Outline of service improvement :
An NLIS launch event has been identified as the best way of raising
awareness in NLIS.
The event will give solicitors in the area a chance to view the system
and the different services it offers. It will also be an opportunity for
Harborough D.C to promote the differential pricing offered to NLIS
customers.
It is important to get the time, date and location of the event correct and
ensure it is publicised as widely as possible.
The services of the NLIS Marketing Officer should be used to organise
the event
Derivation : Compete, Consult,
Compare
Priority : High
Implementation timescale : Event Oct 2003. Contact to be made with
NLIS Marketing Officer asap. Event needs to coincide with NLIS level 3
compliance
Cost : Possible room hire and refreshments. To be funded from
2004/05 budget
Relationship to other improvements : D3, D11, E11
Responsible HDC Officer : Local Land Charge Manager /
Communications Officer
Other organisations involved : NLIS
Report paragraph ref : 7.6, 7.14, 9.8, 9.13, 10.9
Annex G
Best Value Review of Local Land Charges – Improvement Plan
Improvement Plan Reference
IMP-E9
Description : Investigate the requirements of the Homebuyers Pack
Outline of service improvement :
The Homebuyers Pack is expected to be introduced nationally in 2006.
The requirements of the Pack are not yet known.
The expectation is that the customer base of the service will change
and that estate agents, offering a one-stop shop service, will become
customers.
In a competitive market it is important that Harborough D.C remain at
the forefront of any changes. It is therefore recommended that the Local
Land Charges Manager investigates the requirements of the Pack and
that these are built in to the Communication and Marketing Strategy.
Derivation : Baseline assessment
Priority : Medium
Implementation timescale : Ongoing. Initial findings to be reported by
June 2004.
Cost : Minimal. No additional resources
Relationship to other improvements : D3
Responsible HDC Officer : Local Land Charge Manager
Other organisations involved : Legal Services
Report paragraph ref : 6.7
Annex G
Best Value Review of Local Land Charges – Improvement Plan
Improvement Plan Reference
IMP-D10
Description : Produce a Local Land Charge information leaflet for
homebuyers
Outline of service improvement :
It was clear that homebuyers had only very limited knowledge of the
search processes. It was also evident that many homebuyers had not
seen a copy of their search.
A simple, user friendly leaflet should be produced to advise homebuyers
of the search process and their rights with regards seeing a copy of
their search. Performance targets should be included so that
homebuyers are aware of how long the search will be with Harborough
D.C for.
Quality of the document is not as important as content.
Copies of the leaflet should be distributed to local solicitors for
distribution. A copy of the leaflet should also be included on the website.
Derivation : Challenge
Priority : Medium
Implementation timescale : Completion Oct 2004
Cost : Minimal. Staff time and photocopying costs. No additional
resources required.
Relationship to other improvements : D3
Responsible HDC Officer : Local Land Charge Manager /
Communications Officer
Other organisations involved : E-gov
Report paragraph ref : 8.7
Annex G
Best Value Review of Local Land Charges – Improvement Plan
Improvement Plan Reference
IMP-E12
Description : Make the service standard leaflet and specialist leaflets,
e.g. Tree Preservation Orders, available on-line
Outline of service improvement :
Information relating to the Local land Charge service should be
available on-line, both on the Harborough D.C website and the
Community Portals.
It is important for new customers and homebuyers that they can find out
about the service. They can then make an informed choice as to
whether they use the services of Harborough D.C or those of an
alternative service provider
Derivation : Compete
Priority : Medium
Implementation timescale : To be completed by Jan 2005
Cost : Minimal. No additional resources needed
Relationship to other improvements : E10
Responsible HDC Officer : Local Land Charge Manager / E-gov team
Other organisations involved : I.T dept
Report paragraph ref : 10.10
Annex G
Best Value Review of Local Land Charges – Improvement Plan
Improvement Plan Reference
IMP-E8
Description : Explore the feasibility of developing a local information
Pack for homebuyers
Outline of service improvement :
Homebuyers and solicitors have highlighted the benefits of providing
homebuyers with an information pack detailing local facilities and
amenities.
It will not be possible to produce a standard pack that is sent to new
homebuyers. To be of use the pack needs to be specific to the locality.
Gathering and maintaining this information could be a time consuming
process. There are however other options available, such as the use of
GIS and MAGNET.
The feasibility of each option needs to be explored and a report
produced that details the findings. The decision as to whether to
proceed with this option should be taken by the Local Land Charge
Manager in conjunction with Support Services Manager.
Derivation : Consult
Priority : Low
Implementation timescale : Draft report to be produced April 2005
Cost : Unknown
Relationship to other improvements : C7
Responsible HDC Officer : Local Land Charges Manager
Other organisations involved : I.T, Leicestershire County Council
Report paragraph ref : 8.5
Annex G
Best Value Review of Local Land Charges – Improvement Plan
Improvement Plan Reference
IMP-E7
Description : Include Building Regulation completion dates with each
standard search
Outline of service improvement :
The current requirement of the Form Con29 is to provide the date a
Building Regulation certificate was issued.
It is of more use to the homebuyer to have details of the building
regulation completion date.
The new I.T system should allow details of the certificate date and
completion date to be entered. Having said that, it may be that a
request for change has to be submitted to the software supplier .
Any requests for change will delay implementation of the service.
Details of this enhanced service should be communicated to customers
through the Marketing and Communication Strategy
Derivation : Compare
Priority : Medium
Implementation timescale : Implemented from July 2004 if no system
changes needed. Timescale to be changed if changes needed.
Cost : No additional cost
Relationship to other improvements : D3
Responsible HDC Officer : Local Land Charge Manager
Other organisations involved : Building Control
Report paragraph ref : 9.10
Annex G
Best Value Review of Local Land Charges – Improvement Plan
Improvement Plan Reference
IMP-E6
Description : Introduce the option of BACS payments for standard
searches
Outline of service improvement :
BACS payments are easy for customers to send and easy for
Harborough D.C to receive. The customer doesn’t have to produce a
company cheque and Harborough D.C doesn’t have the task of
receipting payment.
The Local Land Charge Manager will discuss the procedures for
accepting BACS payments with the Finance Department. There is a
need to ensure that a reference is included so that each search can be
married up with the payment.
The service should then be promoted to customers through the
Marketing and Communication Strategy.
Derivation : Challenge, Compare
Priority : High
Implementation timescale : Procedures to be in place by May 2004
Cost : No additional cost
Relationship to other improvements : D3, E15
Responsible HDC Officer : Local Land Charge Manager and Financial
Services Department
Other organisations involved : Finance Dept, Financial Institutions
Report paragraph ref : 8.5, 9.10
Annex G
Best Value Review of Local Land Charges – Improvement Plan
Improvement Plan Reference
IMP-E5
Description : Introduce ‘top up’ searches
Outline of service improvement :
There is a need for searches to be accurate and up to date. Delays in
the conveyancing process can result in the need to update or ‘top up’
the search.
Procedures need to be established for accepting top up searches and to
clarify the information provided. The service is chargeable and a
benchmarking exercise should be undertaken to establish fees charged
elsewhere. Cost of providing the service should also be established
before a decision is made.
Details of the service should be included in the service standard leaflet
and promoted through the Marketing and Communication Strategy.
Derivation : Compete
Priority : Medium
Implementation timescale : Implementation completed Oct 2005
Cost : Minimal. Staff time to develop procedures. Actual income
generating opportunity
Relationship to other improvements : D3
Responsible HDC Officer : Local Land Charge Manager
Other organisations involved : None
Report paragraph ref : 7.6, 8.5
Annex G
Best Value Review of Local Land Charges – Improvement Plan
Improvement Plan Reference
IMP-E4
Description : Introduce the option of returning non NLIS searches by
Email
Outline of service improvement :
Turnaround performance has been identified as the single most
important factor in service delivery.
Whilst improvements can be made to service delivery the Local Land
Charge service has no control over how quickly the postal service
works. To be able to return non NLIS searches electronically will allow
the customer to get their results much quicker.
The new I.T system will allow for the electronic return of searches.
Details of this new service should be promoted through the Marketing
and Communication strategy. There is a need to include within the
standard form details of this service and a box to tick if the customer
wants to use the service.
Derivation : Challenge, Compare
Priority : Medium
Implementation timescale : To be implemented Sept 2004
Cost : Minimal. Staff time. No additional resources required.
Relationship to other improvements : D3, E5, E6
Responsible HDC Officer : Local Land Charge Manager / I.T Projects
Implementer
Other organisations involved : None
Report paragraph ref : 8.5, 9.13
Annex G
Best Value Review of Local Land Charges – Improvement Plan
Improvement Plan Reference
IMP-E3
Description : NLIS level 3 compliance
Outline of service improvement :
NLIS level 3 compliance will allow Harborough D.C to receive and
return searches electronically. In addition to being the most efficient way
of operating the service it is also the quickest and most cost effective
way for customers to submit searches.
Computerisation of the Local Land Charge Register will allow the
service to be NLIS level 3 compliant.
It is recommended that the service becomes level 3 compliant as soon
as possible.
Derivation : Consult, Challenge
Priority : Highest
Implementation timescale : Completion Sept 2004
Cost : Minimal. Staff time to implement. No additional resources
Relationship to other improvements : C5, C6, E1, E2
Responsible HDC Officer : Local Land Charge Manager / I.T Project
Implementer
Other organisations involved : I.T, NLIS, Caps Project Board
Report paragraph ref : 7.4, 8.5
Annex G
Best Value Review of Local Land Charges – Improvement Plan
Improvement Plan Reference
IMP-E1
Description : Introduce PlanSearch - enhanced Planning
information with each standard search
Outline of service improvement :
Planning information relating to the property or plot of land is provided
with each standard search. Details of planning applications or consents
for neighbouring properties are not provided. Through consultation it
has become clear that homebuyers want to know the changes
happening in their neighbourhood.
Computerisation of planning records will allow for details of all planning
applications and consents within a defined radius of the property to be
provided. Templates will have to be set up to allow this. It is setting up
these templates that could delay implementation of the improvement.
It is recommended that planning information be provided within a 250
metre radius of the property or plot of land. This information is provided
free of charge with each standard search.
This service should be included in the service standard leaflet and
promoted through the Marketing and Communication strategy.
Derivation : Compete, Consult
Priority : High
Implementation timescale : To be implemented Sept 2004, following
successful computerisation of the Land Charge Register. Delays may
be incurred if there are problems setting up the templates
Cost : Minimal. Staff time only. No additional resources required.
Relationship to other improvements : D3, E2
Responsible HDC Officer : Local Land Charge Manager / I.T Project
Implementer
Other organisations involved : Development Control, I.T
Report paragraph ref : 7.6, 8.5, 9.10, 9.13
Annex G
Best Value Review of Local Land Charges – Improvement Plan
Improvement Plan Reference
IMP-E2
Description : Provide enhanced Local Plan information with each
standard search
Outline of service improvement :
The Local Plan information provided with each standard search is
restricted to the property or plot of land. Homebuyers increasingly want
to know what the Local Plan says about the neighbourhood or locality
as a whole.
Computerisation of the Local Plan will allow for information to be
provided within a given radius of the property. Templates will have to be
set up to allow this. It is setting up these templates that could delay
implementation of the improvement.
It is recommended that Local Plan information be provided within a 250
metre radius of the property or plot of land. This information is provided
free of charge with each standard search.
Details of this service should be included in the service standard leaflet
and it should be promoted through the Marketing and Communication
strategy.
Derivation : Compete, Consult
Priority : High
Implementation timescale : To be implemented Sept 2004, following
computerisation of the Local Land Charge Register. This date could
change if there are problems setting up the templates
Cost : Minimal. Staff time only. No additional resources needed.
Relationship to other improvements : D3, E1
Responsible HDC Officer : Local Land Charge Manager / I.T Project
Implementer
Other organisations involved : Planning Policy, I.T
Report paragraph ref : 7.6, 8.5, 9.13
Annex G
Best Value Review of Local Land Charges – Improvement Plan
Improvement Plan Reference
IMP-E15
Description : Consider the options for receiving payments via the
internet and intranet
Outline of service improvement :
This review has highlighted the need to consider improving the ways in
which search fees can be paid. Payment by cheque is a long,
cumbersome process for both the customer and Harborough D.C.
Harborough D.C is in the process of developing internet and intranet
payment options for a number of its services. It may be possible that
these options are suitable to receiving payment of search fees.
These methods of payment should be evaluated following
implementation to see whether they are a viable alternative. As part of
the decision making process customers should be consulted to
determine whether there is sufficient demand for the service.
Derivation : Compete, Challenge,
Compare
Priority : Low
Implementation timescale : To be considered following authority wide
implementation. Target time for competition Jan 2006.
Cost : Minimal.
Relationship to other improvements : D3, E6
Responsible HDC Officer : Local Land Charge Manager / I.T Project
Implementer.
Other organisations involved : I.T
Report paragraph ref : 8.5, 9.10, 10.10
Annex G
Best Value Review of Local Land Charges – Improvement Plan
Improvement Plan Reference
IMP-D9
Description : Develop and introduce a Local Land Charges complaints
procedure
Outline of service improvement :
Any complaints or enquiries received by the service are answered by
the Local Land Charge Manager. Any follow up enquiries are also
answered by the LLCM. There is no policy of escalating complaints to
the next level of management. Letters that are sent do not include
details of who any future correspondence should be addressed to.
A complaint procedure should be developed within the service to ensure
that complaints are escalated. Details of the procedure and whom the
complainant needs to contact next should be included on the original
letter sent.
Derivation : Challenge
Priority : Medium
Implementation timescale : To be implemented by May 2004
Cost : No additional cost
Relationship to other improvements : D5
Responsible HDC Officer : Local Land Charge Manager / Customer
Support Manager
Other organisations involved : None
Report paragraph ref : 8.9
Annex G
Best Value Review of Local Land Charges – Improvement Plan
Improvement Plan Reference
IMP-D6
Description : Set up an out of hours telephone message
Outline of service improvement :
There is currently no out of hours telephone message. Customers who
call out of office hours receive the same message that is broadcast
during the day. This message advises customers to ‘hold the line to
speak to an officer’. This is clearly not very user friendly.
An out of hours message service is required. The message should
include standard information about search fees, it should detail office
opening hours and give customers the opportunity to leave a message.
Derivation : Challenge
Priority : Medium
Implementation timescale : To be completed by April 2004
Cost : No additional cost
Relationship to other improvements : D7
Responsible HDC Officer : Local Land Charge Manager / I.T Service
Manager
Other organisations involved : I.T
Report paragraph ref : 8.7
Annex G
Best Value Review of Local Land Charges – Improvement Plan
Improvement Plan Reference
IMP-D7
Description : Set up voicemail facility to receive unanswered calls and
take messages during working hours
Outline of service improvement :
After listening to a pre-recorded message telephone callers are asked
to hold if they want to speak to a Local Land Charge Officer. It is not
always possible to pick up every call.
A voicemail facility should be set up to receive unanswered calls and
allow customers to leave a message. The voicemail facility should
include details of how quickly the customer can expect a response.
Derivation : Challenge
Priority : Medium
Implementation timescale : To be completed by April 2004
Cost : No additional cost
Relationship to other improvements : D6
Responsible HDC Officer : Local Land Charge Manager / I.T Service
Manager
Other organisations involved : I.T
Report paragraph ref : 8.7
Best Value Review of Local Land Charges – Improvement Plan
Annex G
Improvement Plan Reference
IMP-D8
Description : Include an information article in the Harborough D.C
newsletter
Outline of service improvement :
Concerns have been raised about the profile of the service. There is a
feeling that the service is isolated and that few people within the council
understand what the service does.
An article should be produced detailing what the service does, who is in
the team, etc. This should be included in the Harborough D.C
newsletter.
Derivation : Consult
Priority : Medium
Implementation timescale : To be completed by Dec 2004
Cost : No additional cost
Relationship to other improvements : D8
Responsible HDC Officer : Local Land Charge Manager /
Communications Officer.
Other organisations involved : E-gov
Report paragraph ref : 7.14
Best Value Review of Local Land Charges – Improvement Plan
Annex G
Improvement Plan Reference
IMP-D2
Description : Undertake an annual Customer Satisfaction Survey
Outline of service improvement :
The Local Land Charge service is provided because there is a demand
for it from customers. The aim of the service is to meet the needs of the
customer.
If the service is to develop and improve it is important that it
understands the needs of customers. An annual customer satisfaction
survey is a way to achieve this.
It was decided that an annual survey would be better than a survey sent
out with each standard search. Customers submitting regular searches
will soon stop returning the survey forms.
The survey can be used to ascertain levels of satisfaction with the
service, to promote new services and consult on future improvements.
The results of the survey should be fed back to customers via the
newsletter, they should also be included in the service standard leaflet
and on the website.
Derivation : Challenge
Priority : Medium
Implementation timescale : To commence 2005. Needs to be sent
after the important service improvements have been introduced.
Cost : Minimal. Postage costs. To be funded out of 2004/05 budget.
Relationship to other improvements : D3, D4, D5
Responsible HDC Officer : Local Land Charge Manager
Other organisations involved : None
Report paragraph ref : 8.5, 8.7
Best Value Review of Local Land Charges – Improvement Plan
Annex G
Improvement Plan Reference
IMP-D1
Description : Produce and publish a fee setting statement
Outline of service improvement :
The standard search fee is set by Harborough D.C. Customers are not
aware of how the figure is arrived at or what factors are taking into
account when setting it.
A fee setting statement will improve understanding, it will also provide
clarity and transparency.
The fee setting statement can be a broad statement.
The statement should be included within service standard document.
Derivation : Challenge
Priority : Medium
Implementation timescale : To be completed by Dec 2004. To
coincide with the production of the Service Standard leaflet.
Cost :No additional cost.
Relationship to other improvements : D3, E13, E14
Responsible HDC Officer : Resources Director
Other organisations involved : Financial services
Report paragraph ref : 8.7
Annex G
Best Value Review of Local Land Charges – Improvement Plan
Improvement Plan Reference
IMP-E13
Description : Remove the surcharge on the standard search fee
Outline of service improvement :
A surcharge of £15.00 was added to the standard search fee for a 9
year period to pay for the computerisation of the Local Land Charge
Register.
It is important that the full amount of £15.00 is removed from the search
fee after the 9 year period. Although there will be a need to improve and
enhance the I.T system in future requests for new resources should be
made through the Uniform Project Board.
Removing the surcharge will improve the competitiveness of the
service.
Details of this change in pricing should be promoted through the
Marketing and Communication strategy.
Derivation : Consult
Priority : Highest
Implementation timescale : Upon completion of payment in 2005.
Cost : No additional resources. No lost income. Income generating
opportunity due to improved competitiveness
Relationship to other improvements : D1, D3, E14
Responsible HDC Officer : Resources Director, Local Land Charge
Officer, Communication Officer
Other organisations involved : None
Report paragraph ref : 7.4
Annex G
Best Value Review of Local Land Charges – Improvement Plan
Improvement Plan Reference
IMP-E14
Description : Ensure that future fee increases are kept to a minimum
Outline of service improvement :
Fees have been identified as an important factor in determining whether
customers use the services of Harborough D.C or those of a Personal
Search Agent. In order to remain competitive it is important that fees are
kept to a minimum.
The removal of the fee surcharge will help but there is a need to ensure
that any fee increases are kept to a minimum.
It is not possible or practical for the Review to recommend the level of
future fees. The Review does however recommend that when setting
fees regard is had for the competitive nature of the market and the
important role that fees play
Derivation : Consult
Priority : Highest
Implementation timescale : Ongoing
Cost : No additional cost
Relationship to other improvements : D1, D3, E11, E13
Responsible HDC Officer : Local Land Charge Manager / Resources
Director
Other organisations involved : None
Report paragraph ref : 7.4, 10.10
Annex G
Best Value Review of Local Land Charges – Improvement Plan
Improvement Plan Reference
IMP-B12
Description : Investigate the reasons for the poor performance of the
I.T network
Outline of service improvement :
The sluggish performance of the I.T network has had a serious impact
upon turnaround performance.
With the service becoming fully computerised so the performance of the
network will become increasingly critical.
The reason for the poor performance of the network needs to be
investigated and rectified as soon as possible
Derivation : Consult
Priority : High
Implementation timescale : Investigation to commence April 2004
Cost : Unknown
Relationship to other improvements : B5
Responsible HDC Officer : I.T Service Manager
Other organisations involved : I.T
Report paragraph ref : 7.14
Annex G
Best Value Review of Local Land Charges – Improvement Plan
Improvement Plan Reference
IMP-D13
Description : Establish a Welland Partnership Local Land Charge
group to discuss joint working opportunities.
Outline of service improvement :
The idea of joint working was identified and discussed as part of the
Compete stage of the review. The following were identified as areas
where the service could benefit from joint working:






Training
Cover during periods of staff absence
Raising awareness and marketing the service
NLIS promotional event
I.T procurement
Sharing good practice
It is recommended that a meeting be set with the Local Land Charge
Managers from the Welland authorities to discuss the options for joint
working.
It maybe that the Welland authorities agree that meetings and good
practice are shared electronically instead of regular face to face
meetings.
Derivation : Compete
Priority : Medium
Implementation timescale : Target date for first meeting is Oct 2004
Cost : Minimal. Staff time only
Relationship to other improvements : A3, B1, B3, D3, D11
Responsible HDC Officer : Local Land Charge Manager
Other organisations involved : Welland authorities
Report paragraph ref : 10.4
Annex G