Ref

Operating Service Levels

Service Failure

Monitoring Method

Performance Monitoring Period

Rectification Y/N

Rectification Period

Service Failure Severity Level

National Non-Domestic Rates Collection and Delivery

The Service Provider shall ensure that amounts of National Non-Domestic Rates collected by it are collected and recovered as follows.  The Service Provider shall:

•  use the most cost-effective, secure and timely methods of collection;

•  offer payment methods which are simple and cheap for rate payers to use including web-based, telephone and direct debit;13

•  Any agreed method not provided.

•  action requests from ratepayers for changes in payment method and issue revised documentation and a bill to the relevant person at the correct address within [X] days of request;

•  More than [♦]% of cases late in any [♦] period.

•  provide to the Authority an accurate schedule of names and addresses of ratepayers paying by Direct Debit within [X] days of [insert date] of each year;

•  Schedule not delivered on time and/or inaccurate due to failure by Service Provider to comply with its obligations under this Agreement.

•  promptly identify and verify overpayments of National Non-Domestic Rates prior to refunding accounts or, as appropriate, transfer any overpayment to a new account if the payer is moving within the Authority Area;

•  action refunds within [X] days of an overpayment being identified;

•  More than [♦]% of cases late in any [♦] period.

•  return post dated cheques that are not reasonably acceptable with an explanation to the relevant ratepayer within [X] days of receipt;

•  More than [♦]% of cases late in any [♦] period;

•  [♦] or more complaints from members of the public in a [♦] period in relation to this issue.

•  notify ratepayers of dishonoured cheques or other failed payment method and request a replacement payment within [X] days of notification of failure ;

•  More than [♦]% of cases late in any [♦] period.

•  improve the overall National Non-Domestic Rates arrears position in the Authority Area year on year by [X]%;

•  Failure to meet target in any Authority Financial Year [pro-rated for first and last Contract Years.

•  accurately and comprehensively monitoring of all arrears both pre and post court action;

•  Monitoring Report to the Authority are inaccurate or incomplete.

•  supply to the Authority a comprehensive annual plan and timetable for recovery of National Non-Domestic Rates arrears within [X] days of the commencement of each Authority Financial Year;

•  Plan and/or timetable is delivered up to [♦] days late;

•  Plan and/or timetable is delivered more than [♦] days late.

•  liaise with the relevant Magistrates Court and book court time for complaint, Liability Order and committal hearings by [insert date] of each year;

•  Service Provider is late booking court times.

•  issuing summonses to the correct ratepayer and correct address within [X] days of signature by a Magistrate;

•  More than [X] summonses are wrongly addressed.

•  prepare accurate and comprehensive documentation in respect of an application for a Liability Order within [X] days of the relevant hearing;

•  Service Provider prepares relevant documentation late.

•  notify the relevant  ratepayer of the award of a Liability Order in respect of him within [X] days of the relevant hearing;

•  Council Tax payer informs the Authority that he has been sent such notification after the relevant time.

•  issue to a ratepayer a Request for Information in respect of continued non-payment within [X] days of obtaining a Liability Order and at least [X] days prior to issue to a bailiff;

•  More than [♦]% of Requests for Information are despatched late.

•  prepare accurate and comprehensive documentation for the Authority in respect of the imposition of fines/failure to respond to a Request for Information;

•  Documentation provided is materially inaccurate or is not comprehensive.

•  account to the Authority for any court costs received by the Service Provider within [X] days of their award;

•  More than £[♦] in a [month] is transferred late;

•  Service Provider does not pay all of relevant amount within [♦] of due date.

The Service Provider shall ensure that [all] funds received by it in respect of National Non-Domestic Rates are transferred to the Authority by means of [X]14 within [X] days of receipt