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Traded services

Financial services

1. What is the purpose of this document?
   1. The purpose of this document is to:
      1. describe the financial services that Calderdale Finance Services offer to schools;
      2. provide information about the service providers and how the key personnel can be contacted;
      3. explain, in outline, the main terms of the service;
      4. give details of the services to be provided;
      5. identify the ways by which the service will be provided;
      6. identify levels of service provision;
      7. describe service provider obligations and commitments;
      8. establish customer commitments;
      9. describe quality assurance systems and procedures for redress if things go wrong;
      10. describe charges and methods of payment
   2. The purpose of this specification is to ensure that both provider and user are clear about the services to be offered and the ways the services will be delivered. This will help regulate the dealings between the user and the provider by setting out respective obligations relating to performance and payment for the services.
2. Who are the service providers?
   1. The service provider is Calderdale Metropolitan Borough Council, Finance Services.
   2. This service is available to all schools within the Metropolitan Borough of Calderdale under the terms and conditions detailed in the specific contract to be agreed between the client's representatives and Finance Services.
   3. If you have any questions about this service or would like further information, please contact:
      • Name
      • John Radcliffe, LMS Team Leader
      • Address
      • Finance Services
        Princess Buildings
        Halifax HX1 1TP
      • E-mail
      • john.radcliffe@calderdale.gov.uk
      • Telephone
      • 01422 393521
      • Fax
      • 01422 393533
3. Service Standards
   1. All core and traded services have agreed to the following principles to ensure that the customer receives a consistently high level of service. This service will:
      1. set standards;
      2. be open and provide full information;
      3. consult and involve;
      4. encourage access and the promotion of choice;
      5. treat all fairly;
      6. put things right when they go wrong;
      7. use resources effectively;
      8. innovate and improve;
      9. work with other providers;
      10. provide user satisfaction.
   2. The following paragraphs explain our service standards and how we are working towards continuous improvement.
      1. Quality awards
         The service has the Investors in People accreditation.
      2. Education expertise
         We have a wealth of knowledge and experience built up over many years of working with Calderdale schools and within the education field.
      3. Qualified staff
         All services are provided by qualified accounting practitioners who possess expertise consistent with the work being undertaken. Several senior officers are members of the Chartered Institute of Public Finance and Accountancy, and all other staff are in possession of the Accounting Technicians qualification or equivalent. We are committed to a programme of staff training and development, formally reviewing the needs of all our staff' on an annual basis.  All LMS staff undergo enhanced CRB checks.
      4. Secure identification, CRB checks
         All LMS staff who visit schools carry an identification card which is displayed at all times when on the school premises. Visits are always made by prior arrangement with either the headteacher or the school administrator.
      5. Responsiveness
         The LMS team will ensure that all communication from schools is dealt with within the following periods:
         • telephone: within five rings
         • e-mails received via LFM helpdesk: one working day
         • fax: two working days
         • letter: ten working days
      6. Courtesy
         You can expect us to be courteous and helpful at all times. When you write to us, telephone us, or visit our offices, the person you are in contact with will tell you his or her name and, where appropriate, telephone number.
      7. Properly equipped
         We are equipped with up-to-date systems and software packages that include Microsoft Office, Microsoft Excel, Microsoft Outlook e-mail, intranet and internet access, SIMS, FMS6.
      8. Meets all statutory requirements
         The LMS team operates in accordance with statutory requirements and best practice guidance issued by the Chartered Institute of Public Finance and Accountancy.
      9. Fully insured
         The service has public liability insurance.
4. Performance
   1. We do not have any nationally recognised performance indicators or measures.
5. How long will a contract for this service last?
   1. Any contract for this service will run for two years, from 1 April 2008 to 31 March 2010.
6. How can the contract for this service be changed?
   1. If circumstances beyond the control of the client or service provider require the agreement to be varied, this will be in agreement with both the parties. The client or the service provider may terminate the agreement by giving three months' notice in writing to the headteacher/Assistant Chief Finance Officer, Internal Audit, Risk Management, LMS and Insurance, Corporate Services Directorate.
7. What services will be provided?
   1. The service provider is committed to providing a comprehensive financial service in line with the service specification.
   2. The services to be provided are those selected by the client and agreed with the service provider from the comprehensive range of services specified in the Service Level Agreement (to be made available separately).
   3. Although specific services may be selected the client will be required to specify the total amount of time required per calendar month, term or year and this will form the basis of the contract price.
   4. If other services are subsequently required which are in excess of the contracted service these may be available at additional cost dependant upon capacity being available within the team.
   5. In addition all schools will receive support in relation to the core services identified in the separate service specification.
   6. Advice on the services provided can be obtained by contacting:
      • Name
      • John Radcliffe, LMS Team Leader
      • Address
      • Finance Services
        Princess Buildings
        Halifax HX1 1TP
      • E-mail
      • john.radcliffe@calderdale.gov.uk
      • Telephone
      • 01422 393521
      • Fax
      • 01422 393533
8. How will the service be provided?
   1. The services are provided by qualified accounting practitioners. The service provider will ensure that the qualifications, expertise and training of staff are consistent with the work being undertaken.
   2. The LMS Team will respect the confidentiality of its relationships and dealings with schools.
   3. Services will be provided by Accounting Technicians either visiting schools or by carrying out certain tasks in the office.
   4. Service provision will be programmed in accordance with the time and cycle specified in the service level agreement, eg one day per month.
   5. Data will be transmitted electronically wherever possible in the interests of efficient use of resources.
   6. The service will be tailored to meet the needs of each individual school and will be delivered by the officer nominated to deal with the school, as far as possible.
   7. There will be occasions when delivery of the service will be dependent upon receipt of information from a third party.
9. What do the service providers expect of me as a customer?
   1. All schools must comply with 'Financial Standards for Schools' which has already been provided to all schools. Further copies may be obtained from the LMS website www.Calderdale.gov.uk/lfm/
   2. Sound planning by both the parties will be required to ensure that schools are able to use the service effectively. Schools will be expected to give a reasonable amount of advance notice of governors' meetings if a financial summary statement is required.
   3. If the service to be provided relies upon certain tasks having already been completed by the school, these must be carried out prior to the scheduled visit of the Accounting Technician, for example salaries monitoring for incorporation into an up-to-date Financial Summary Statement.
   4. If without prior warning on arrival at the school, the Accounting Technician is prevented from carrying out the tasks scheduled either due to the school not being ready to receive the service or hardware or software problems, the total time incurred on the abortive visit will be charged.
   5. The headteacher or administrator should make available any documents and information necessary in order for an efficient and comprehensive service to be provided, for example details of future staff changes, new funding initiatives affecting the school and so on.
   6. Suitable office accommodation should be provided for LMS staff.
   7. When financial advice is provided, it will be made clear whether it is for the school to decide whether to follow the advice (for example, consideration of alternative acceptable options) or whether legislation (such as PAYE or VAT), or financial standards, require advice to be adhered to.
10. How can I be sure of a high quality service?
    1. The staff providing the service are all professionally qualified to CCAB and/or Accounting Technician standard. There is an annual review of training requirements and appropriate training is provided.
    2. Urgent requests for advice from schools will be dealt with as agreed with the school when the initial request is made.
    3. In the case of complex requests, or where the circumstances relating to a particular situation are exceptional, the LMS Team will agree with the school a date by which the matter will be dealt with.
    4. School requests which are in excess of the contracted service will be subject to prioritisation.
    5. Schools will receive a timely courteous and professional response at all times from LMS Team staff.
    6. LMS Team staff will comply with all security and internal policies or procedures whilst on the school premises.
    7. Schools will receive effective and professional advice at all times by LMS staff.
    8. Schools will receive a prompt written or e-mail acknowledgement in response to written communication. (See 3.2.5.)
    9. Schools will receive fair and reasonable treatment in relation to any disputes which may arise from the provision of the service, in line with the complaint procedures set out in Section 11 below.
    10. A customer satisfaction survey is carried out annually for performance management and quality assurance purposes.
11. Who do I contact if things go wrong?
    1. Feedback from those receiving our services is an important aid to quality control. If things go wrong, you are dissatisfied with the service or would like something done differently, we want to know. Conversely, if you are happy with our services, please tell us.
    2. Any comments about the level or quality of service should be referred to John Radcliffe in the first instance.
    3. Schools which consider that they have not received an adequate response may appeal in writing to:
       • Name
       • Mr Stuart Milner, Assistant Chief Finance Officer (Internal Audit, Risk Management, LMS & Insurance)
       • Address
       • Finance Services
         Princess Buildings
         Halifax HX1 1TP
       • Telephone
       • 01422 393589
       • Fax
       • 01422 393533
    4. If the issue cannot be resolved, you may wish to invoke the Council's Complaints procedure .
12. What is the basis of the service price and what will the service cost?
    1. The charge with effect from April 2008 will be £186 per 7½ hour day. The cost for the provision of the service will be based upon the time contracted into by the school. This charge will increase each April in line with APT & C pay inflation. Travel will be charged at the standard rate of £15 per visit, regardless of location.
    2. This charge includes an amount for training and management costs.
    3. Services provided in excess of the contracted amount of time will be charged either in accordance with the daily rate in 12.1 above or at the charge for consultancy services.
    4. Evening and weekend visits arranged at the schools request will be charged for at enhanced rates.
13. How will I be charged?
    1. The charging year is concurrent with the financial year.
    2. Sundry debtor accounts will be submitted to schools quarterly in arrears and will include a full breakdown of the service provided during the preceding three months.

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