Services relating to Finance & Accounting, Customer Service and Payroll
Received: 5 December 2024
Service: Finance & Accounting1. Is the Council's Accounts Payable service delivered in house or by a third party?2. If delivered by a third party, who provides this service?3. If delivered by a third party, when does the contract for the service expire?4. If delivered by the Council, which directorate does it sit in?5. What is the average number of people deployed in the Accounts Payable service (FTE) for 2024 to date, broken down into leadership, team management and officer levels?6. Which core finance system or Enterprise Resource Planning system is used by the Council?7. How many invoices did the Council process in Accounts Payable in the last available 12-month period?8. Is the Council's Accounts Receivable service delivered in house or by a third party?9. If delivered by a third party, who provides this service?10. If delivered by a third party, when does the contract for the service expire?11. If delivered by the Council, which directorate does it sit in?12. What is the average number of people deployed in the Accounts Receivable service (FTE) for 2024 to date, broken down into leadership, team management and officer levels?13. How many invoices and bills did the Council issue in Accounts Receivable in the last available 12-month period?Service: Customer Service1. Does the Council operate a contact centre?2. Is the contact centre delivered in house or by a third party?3. If delivered by a third party, who provides this service?4. If delivered by a third party, when does the contract for the service expire?5. If delivered by the Council, which directorate does it sit in?6. The average number of people deployed in the contact centre (FTE) for 2024 to date, broken down into leadership, team management, frontline and support roles?7. Which service lines have been delivered from the contact centre in 2024?8. Which telephony system is used in the contact centre?9. Which systems provide online forms for customers to use?10. Which Customer Relationship Management system (or equivalent) is used in the contact centre?11. Which key metrics are used to manage the performance of the contact centre?12. What targets are in place for each of the key metrics used?Service: Payroll1. Is the Council's payroll service delivered in house or by a third party?2. If delivered by a third party, who provides this service?3. If delivered by a third party, when does the contract for the service expire?4. If delivered by the Council, which directorate does it sit in?5. The average number of people deployed in the payroll service (FTE) for 2024 to date, broken down into leadership, team management, frontline and support roles?6. Which system is used to manage the payroll service?7. Which key metrics are used to manage the performance of the payroll?8. What targets are in place for each of the key metrics used?9. How many payslips is processed per year?
Outcome / Documents
- Response (all information to be supplied) - application/pdf - Download