As part of our commitment to our customers and to continuous improvement we have developed the following service standards. We aim to provide a high-quality service to you, our customer. We value your comments so please take a few moments to give us your views on our service standards. We will do the following - Deal with your question or complaint fairly and sensitively
- Give a full response to your question or complaint within three working days, if we cannot do so immediately
- Give everybody equal access to our services.
- Consult you to make sure we meet your needs.
- Deliver 'best value' to our customers by paying them electronically and sending remittance advice (a notice that we have paid your invoice) electronically.
- Aim to pay amounts invoiced correctly within 30 days (the timescale set under the Late Payments and Commercial Debts (Interests ) Act 1998).
- Send out your remittance advice on the same day as we pay you.
- Repay BACS (electronic payment) failures within three working days of them being reported.
- Change any details we have on file,including changes to your bank details, address or payment methods, within three working days of receiving updated details from you.
- Acknowledge written complaints on the day we receive them and clear up any complaint made in writing within five working days.
- Monitor and record our performance against these standards.
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Cost per invoice
At the end of the financial year 2007/2008 we paid 93.3% of our invoices within 30 days of receipt. It is also important for us to let our customers know what the costs are involved in performing to this level. We aim to keep costs as low as possible whilst providing a continued level of good service. In the financial year 2007/2008 our cost was £1.16 per invoice. Our performance compares well with other local authorities where the average cost was £1.93 per invoice in 2006/07. The comparison for 2007/08 will be available in the coming months.
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Customer Feedback
Recently, we carried out a survey of the people that use our service. A number of positive responses were received and we are pleased to say that when asked "Overall how would you rate the performance of the Accounts Payable Team" that 99% said either excellent or good. We are really pleased to hear this. We did however receive comments some were good and some not so good and wherever possible we have rectified any issues. There were some common themes that arose from the survey. One was in relation to the issue of an electronic remittance advice. Some people are unable to view this, what we would ask that if you cannot view the remittance then please contact us and we will help you. Also, some comments were received in relation to using email rather than other forms of remittance, we would encourage this and if you would prefer to receive your remittance by email then please let us know and we can arrange this for you. If you have any comments on the service that you receive from us then please do let us know, we are interested in your views. We can be contacted in a variety of ways just click here for our contact details.
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Service Standards Performance 2008/09
See how we perform against our service standards in the table below: Service Standard | Performance Measure | 2008/09 Target | Performance to 30.06.09 | Notes/Reasons for any dips | Deal with your question or complaint fairly and sensitively | Customer survey and feedback | 96.9% | | Consultation is scheduled for Sept 08. | Give a full response to your question or complaint within three working days, if we cannot do so immediately | Number of enquiries closed at first contact
No of enquiries closed within three days. | 98%
100% | 100%
100% | | Give everybody equal access to our services | Contact available through email, phone, post, telephone or personal visit
DDA building | N/A
N/A
| N/A
Comply
| All methods available
DDA Assessment carried out on WLH. | Consult you to make sure we meet your needs | Customer survey and feedback
Standards consultation and feedback | N/A
N/A | -
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| Scheduled for Sept 08
Scheduled for Sept 08
| Deliver 'best value' to our customers by paying them electronically and sending remittance advice electronically | Number of payments made by BACS
Number of remittances sent electronically | 77%
90% | 98%
96% | | Aim to pay amounts invoiced correctly within 30 days | % age of invoices paid within 30 days | 93.5% | 94.3% | | Send out your remittance advice on the same day we pay you | Maintain log of late remittances | 100% | 100% | | Repay BACS failures within three working days | BACS failures database | 100% | 73% | | Change details we have on file, including changes to your bank details, address or payment methods, within three working days of receiving updated details from you. | Supplier amendments database | 100% | 100% | | Acknowledge written complaints on the day we receive them and clear up any complaint made in writing within five working days | Complaints register | - | - | No complaints received | Monitor and record our performance against these standards | Monthly monitoring sheet prepared for team meeting
Update on internet
| Monthly from Sept
Monthly from Sept | N/A
N/A
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