Bulk Centre Business Plan 2008-09 (Key Points)
Foreword
Our Business Plan builds on those of the MOJ and HMCS. It sets out the considerable amount of work performed by the Bulk Centre in 2007/08 as well as what we intend to achieve in 2008/09.
In particular, we will continue to put in place processes to ensure that we can deal with the increased work that will be generated by e-Channels which is a significant part of the HMCS strategy to ensure that the vast majority of civil business is initiated online. We will also continue to improve the overall quality of the work produced by our teams, by ensuring that training and development of staff takes priority. I believe it provides an excellent basis for the Bulk Centre.
Ken Fraser OBE
Head of the Bulk Centre
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5.5 |
Ensure that the vast majority of civil business is initiated on line |
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What we'll do |
How we'll do it |
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A |
Encourage bulk issuers of Possession Claims to use the PCOL facility. |
Become the contact point for PCOL Bulk users. |
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B |
Retain current users and encourage new users to issue money claims through CCBC or MCOL. |
Ensure that we deliver a quicker service than local county courts, & inform new users of the financial savings available. |
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C |
Investigate accreditation under the Business Excellence Model, which would encourage more customers to use CCBC or MCOL. |
Investigate the different levels of accreditation and consider making an application within the 2008-2009 financial years. |
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5.6 |
Provide a simpler and quicker service in the county courts |
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A |
We will extend the facility for email communication with all customers. |
We will continue to advertise the Bulk Centre email accounts and open these to defendants. |
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5.8 |
Provide a knowledgeable, personalised and readily accessible service |
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A |
Ensure that staff receive the quality training they need in a timely way. |
Expand the training team to deliver more in-house training for staff by qualified Business Skill Coaches. |
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B |
Achieve accreditation of the new customer service excellence standard.
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By collating office wide examples of good customer service by matching these to the criteria outlined in the customer service application. |
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C |
Ensure smooth transition of the Traffic Management Act changes into TEC working practices to maintain excellent customer service |
Work with local authorities and HMCS Headquarters Debt & Housing Branch to clarify procedures, and ensure local authorities and staff are fully aware of all changes and how the TEC will adapt to them. |