Managed services re-tender bidder’s conference

1. Managed services re-tender bidder’s conference London Councils Conference Suite 03 July 2013

2. AGENDA • Welcome and introductions • Process and timescale • Appeals services (Lot 1 and 5) • Transactional services (Lot 4) • ITC, software, hardware, office automation and support (Lot 2 and 3) • Questions

3. Welcome and introduction Purpose and objectives Nick Lester Corporate Director, Services

4. Process and timescale Elaine Hughes Chief Contracts Officer

5. Process and timescale • Current managed services contract value £3million+ per annum (excluding Lot 3 and POPLA) end date – 3 July 2015 • London Councils and partner organisations project board • Development of the service specification

6. Process and timescale Lots: Appeals services (Lot 1 and 5) ITC, software, hardware, office automation and support (Lot 2 and 3) Transactional services (Lot 4) Bidding for Lots

7. Process and timescale EU restricted procedure OJEU notice January 2014 PQQ closes Feb/March 2014 ITT closes June/July 2014 Committee approval Oct/Nov 2014 Contract award Nov/Dec 2014 Contract start date 3 July 2015

8. Appeals Services - Lots 1 & 5 Richard Reeve Tribunal Manager

9. Background • Decriminalised enforcement of traffic regulations. • Appeals against liability for Penalty Charge Notices considered by a statutory tribunal. • Recently extended to Include other appeal types: Littering, Waste Receptacle, Persistent Evaders.

10. Statutory Requirements The London Enforcement Authorities (the London Local Authorities and TfL) are obliged under statute to form a joint committee, which has two statutory functions: • To appoint the Adjudicators and; • To provide an administrative support service for the Adjudicators. This is done through the Parking and Traffic Appeals Service (PATAS).

11. Other Appeals Services This was extended to support the Road User Charging tribunal. POPLA not covered by the statutory requirement but under contract with BPA.

12. Appeals volumes 2012/13 • PATAS: • 55,000 appeals considered • 11,000 witness statement referrals • 600,000 pieces of correspondence received • RUC: • 6,400 appeals considered • 1,000 statutory declarations • 40,000 pieces of correspondence received • 56,000 telephone enquiries across PATAS and RUC

13. Appeals volumes • POPLA: • 6,000 appeals received • 6,000 telephone enquiries

14. Case Management System Bespoke system to manage appeals from receipt to conclusion This includes: • Logging and scheduling appeals • Notifying parties of key dates • Logging evidence and correspondence received • Managing the Adjudication process including ancillary applications (reviews and costs) • General case management/administration processes

15. Processing Correspondence • Majority of correspondence currently received & sent by post. • Need to move towards electronic communication for: • Receiving appeals • Communicating with the Enforcement Authorities • Communicating with the appellants • Contractor is responsible for processing all correspondence including managing the post room and storage of hard copy evidence/correspondence.

16. The Hearing Centre • Main Hearing Centre located in central London. • Houses the Parking and RUC Adjudicators, the POPLA Assessors and London Councils administrative staff. • Hearing rooms for personal hearings (PATAS and RUC only). • Contractor expected to facilitate all activities at the hearing centre: • Hearing Management System • Reception staff • Security staff • IT Support for the Case Management system

17. Adjudicator Sittings Functionality to manage the Adjudicator sittings in conjunction with the needs of the service (personal hearings). Allocation of cases to Adjudicators. Notification of hearings to Adjudicators.

18. Enquiry Centre Deals with calls regarding appeals and general enquiries. Contractor responsible for managing the Enquiry Centre. 56,000 telephone enquiries received & majority handled solely by the Enquiry Centre. All calls recorded.

19. Statutory Register Legislation requires a statutory register to be kept for all PATAS and RUC appeals that must be accessible to the public.

20. Reporting • Standard periodical reports • Production of regular reports (Daily, weekly, monthly and Annually) to monitor performance and provide required management information. • Ad Hoc Reports • Need to enable London Councils management to retrieve and manipulate data from the case management system as required.

21. Service Enhancements Remote working Telephone appeals Video appeals

22. TRANSACTIONAL SERVICES (LOT 4) Sylvia Trotman Transport and Parking Manager

23. TRACE • Tow Away, Recovering and ClampingEnquiry • Service provided for location of vehicles removed by a local authority • High public perception of stolen vehicles • Public enquiry line available 24 hours a day, 365 days a year

24. Facts and figures • 19 local authorities remove or relocate vehicles in breach of parking contraventions • 12 local authorities remove vehicles that are abandoned or untaxed • 21 vehicle pounds in operation across London • 77,790 telephone calls taken in 2012/13 • 59,882 vehicles notified to the database in 2012/13

25. Current practice • Local authorities transfer vehicle data via an electronic link or by fax • 15 minute timeline for local authorities to input vehicle data • 15 minute timeline for the service provide to update their systems if information is received by fax • Pound information forms are provided by local authorities to service provider • Service provider may be liable to cover costs, if a vehicle cannot be located, as a direct failure of TRACE

26. Future developments London Councils will expect the new service to provide: • A web based search facility for motorists • A texting service and a mobile phone app • Local authorities to have access to a ‘read only’ database, to improve the service • All calls to be answered in 12 seconds or less • Call centre staff to be trained to a high standard The list is not exhaustive and we would welcome any suggestions to further enhance the service.

27. TEC TrafficEnforcementCentre Central database for registration of civil debts and warrants for parking and traffic contraventions The entire process is carried out via an electronic link The service provider has no involvement in specific cases

28. Facts and figures London Councils provides a uniform service for 22 London boroughs 414,829 debts registered in 2012/13 376,521 warrants registered in 2012/13 Current expectations are that at least 97% of debts/warrants are registered within one day An administration fee of £7 is added to each debt registration. The local authority redeems the fee from the debtor

29. Requirements Ability to re register debts/warrants with a new serial number should errors occur Ability to filter Late Statutory Declarations by borough and issue individual information daily

30. ITC, software, hardware, office automation and support (Lot 2 and 3) Elaine Hughes Chief Contracts Officer

31. ITC, software, hardware, office automation and support (Lot 2 PATAS) The provision of ICT services to include:— provision and support of Hardware and Software ( currently Windows 7 / Office 2010) for up to 40 Desktops;— provision and support of the Hardware and Software Server Infrastructure (Server 2008 R2);— provision and support of Internet access and Messaging services;— provision and support of the Backup of all services as necessary;— provision and support of a disaster recovery solution;— provision and support of laptops (or similar) for key personnel;— provision and support of secure remote access — provision and support of the WiFi Infrastructure

32. ITC, software, hardware, office automation and support (Lot 3 London Councils) The provision of ICT services to include:— provision and support of Hardware and Software ( currently Windows 7 / Office 2010) for up to 175 Desktops;— provision and support of the Hardware and Software Server Infrastructure (Server 2008 R2);— provision and support of the WiFi Infrastructure;— provision and support of portable devices approx. 40 (currently Blackberry);— provision and support of Internet access and Messaging services;— provision and support of the Backup of all services as necessary;— provision and support of a disaster recovery solution.

33. Questions