Traded services

Payroll

What is the purpose of this document?
1. The purpose of this document is to:
  1. describe the traded Payroll Service that Calderdale Human Resources (HR) and Change offers 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 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.
Who are the service providers?
1. The service provider is Calderdale Metropolitan Borough Council, HR and Change.
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 HR and Change.
3. If you have any questions about this service or would like further information, please contact:
  - Name
  - Marie Dobby, Human Resources Office Manager
  - Address
  - HR and Change
    3rd Floor
    G Mill
    Dean Clough
    Halifax HX3 5AX
  - E-mail
  - marie.dobby@calderdale.gov.uk
  - Telephone
  - 01422 288341
  - Fax
  - 01422 288306
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 what we are doing to improve them.
  1. Quality awards
    The service has achieved a recognised quality award of IIP (Investors in People).
  2. Education expertise
    Staff within HR and Change have an average of ten years' experience with senior staff having between eighteen and thirty years each. This service has a wealth of knowledge and experience on all aspects of education payroll.
  3. Qualified staff
    Staff competent to carry out the service and give effective and professional advice at all times. As a result of the continuous programme of training and development, a number of staff within the service have gained a professional payroll qualifications with IPPM (Institute of Payroll and Pension Management). Staff are reviewed on a regular basis to evaluate and assess their training and development needs.
  4. Secure identification, CRB checks
    An identity card system is in place and is operational at all times when on school grounds or other centres where work is being carried out and (where appropriate) members of staff have undergone CRB disclosure screening.
  5. Responsiveness
    Users of the Payroll Service can expect:
    - Immediate contact with HR and Change staff at all times within normal working hours. An answering machine service will be available at all other times.
    - A prompt response from HR and Change when requesting a meeting, commensurate with the nature and urgency of the request.
    - Fair and reasonable treatment from HR and Change in relation to any disputes which may arise from the provision of services in line with the complaint's procedure set out in paragraph 11.
    - Prompt written or e-mail acknowledgement in response to written communication.
    HR and Change's maximum times for responding to communications (telephone, e-mail, fax, letter) is as follows:
    - Telephone: 48 hours
    - E-mail: seven working days
    - Fax: seven working days
    - Letter: seven working days
  6. Courtesy
    You can expect HR and Change staff to be courteous and helpful at all times. When you write to the HR and Change or telephone, 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
    To maintain the quality of service there is a rolling programme to maintain and update the hardware and software within this service. The service is equipped with up to date systems and software packages that include an online payroll system, Microsoft Office XP, GroupWise (e-mail and electronic diary), intranet and Internet access, internet links with Teachers Pension.
  8. Meets all statutory requirements
    This service fulfils all statutory requirements of government legislation and guidance for the service on:
    - Inland Revenue: Collection and Payment of Taxes, Working Families Tax Credits, Student Loans; Income and Corporate Taxes Act 1988, Finance Act 1998.
    - Contributions Agency: National Insurance, SSP, SMP; Social Securities Benefit Act 1992.
    - The Data Protection Act 1984.
    - The Trade Union Reform and Employment Right Act 1993 (TURERA 1993).
    - The Health and Safety (Display Screen Equipment) Regulations 1992.
    - Administering the Local Government Pension Scheme.
    - The employers responsibilities for administering Teachers Pension Scheme.
    - The maintenance of appropriate accounting records.
  9. Fully insured
    The service has public liability insurance.
Performance
1. The following section shows our level of performance, how we have improved over time and how we compare with our metropolitan neighbours.
  1. HR and Change has a trained and experienced professional Payroll Team dedicated to supporting schools.
  2. This is a service tailored to meet schools' needs and that has been proven to be proactive and flexible in the delivery of an essential service.
  3. Performance indicators are set to enable the service to monitor and evaluate the quality of performance and target areas for improvement. The performance indicators include:
  4. All payroll payments will be made by 26th of the month, where payroll documentation is received by 6th of the month.
  5. Error rate (Best Value Performance Indicator): Error rate on payments made, the present target is less than half a percent. The service performance over the last three years was:
    Error rate on payments made, by year
    Year Target rate Actual rate
    2007/08 0.50% 0.47%
    2006/07 0.50% 0.46%
    2005/06 0.50% 0.47%
  6. This is a service that regularly exceeds the contractual performance for accuracy.
  7. Service cost: the cost of the traded service is continually monitored against other payroll providers.
How long will a contract for this service last?
1. Any contract for this service will run for a minimum of two years. The customer may choose an appropriate period. The year will run from 1 April to 31 March.
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 service provider may terminate the agreement by giving three months' notice in writing to:
  - Name
  - Paul Johansen, Human Resources Manager
  - Address
  - HR and Change
    3rd Floor
    G Mill
    Dean Clough
    Halifax HX3 5AX
  - E-mail
  - paul.johansen@calderdale.gov.uk
  - Telephone
  - 01422 288340
  - Fax
  - 01422 288306
What services will be provided?
1. HR and Change provide a comprehensive range of payroll services to support schools in the management of payroll issues, in line with the payroll service agreement.
2. The processing of payroll master file plus amendments provided by the school.
3. Applying deductions as notified and appropriate.
4. Arranging for the transfer via the BACS system of net pay to each employee's bank account.
5. Balance and make payment to the appropriate bodies all deductions made from payroll covered under this contract.
6. Make available staff and departmental analysis showing gross pay, employers National Insurance and employers superannuation per employee should it be required by the school.
7. Provide a reconciliation of bank transfers to payroll data both for net transfer and on-cost transfer.
8. The facility to have rent deducted from employee's pay, for properties managed by the school.
9. Payment for school based monthly paid employees at the 26th of each month or the preceding working day in the event of the 26th falling on a Saturday, Sunday or Bank Holiday.
10. Deliver payslips with the school packet run as outlined on the deadlines and delivery dates timetable.
How will the service be provided?
The council's Payroll Services will:
1. Ensure that the employers many varied statutory, regulatory, negotiated and contractual duties are complied with.
2. Ensure that employees are paid accurately, on the due date and in accordance with their contract of employment.
3. Ensure that school queries can be referred to and dealt with by the right person speedily and effectively.
4. Provide an effective, professional advisory service on all payroll related matters; undertake a constant review of systems and practices to ensure they are efficient, effective and continually meeting the needs of the customer and the service.
5. Provide Payroll Officers qualified through training, experience and expertise, to provide advice and support consistent with employment legislation; ACAS Codes of Practice and recognised good practice in payroll management.
6. In order to best serve customers, maintain working relationships with officers of the National Employers Organisation (NEOST).
7. Make personal visits to schools where this is required or reasonably requested in practical cases.
8. Ensure absolute confidentiality in its relationships and dealings with schools.
What do the suppliers expect of me as a customer?
1. The customer will ensure that all documentation is provided using approved notification forms.
2. The customer will ensure that the documentation is accurate, timely and carries the appropriate authorisation signature.
3. Where national conditions of service are not used the school will be responsible for informing payroll of all changes in pay due to the employee.
How can I be sure of a high quality service?
1. The council's Payroll Service offers a comprehensive service, which is timely and confidential and constantly monitors performance to ensure value for money is provided. The council's Payroll Service is confident that when schools review what can be offered by alternative providers the comprehensive service we offered by the council will provide good value. The aim is that the council's Payroll Service will be schools first choice rather than their only choice.
Who do I contact if things go wrong?
1. Any concerns or complaints about the level or quality of service should firstly be made to:
  - Name
  - Marie Dobby, Human Resources office Manager
  - Address
  - HR and Change
    3rd Floor
    G Mill
    Dean Clough
    Halifax HX3 5AX
  - E-mail
  - marie.dobby@calderdale.gov.uk
  - Telephone
  - 01422 288341
  - Fax
  - 01422 288306
2. If concerns or complaints are not resolved, they should be referred to:
  - Name
  - Paul Johansen, Human Resources Manager
  - Address
  - HR and Change
    3rd Floor
    G Mill
    Dean Clough
    Halifax HX3 5AX
  - E-mail
  - paul.johansen@calderdale.gov.uk
  - Telephone
  - 01422 288340
  - Fax
  - 01422 288306
3. Following intervention by the Human Resources Manager, HR and Change and if concerns or complaints are not resolved, the issues should be taken to:
  - Name
  - John Walsh, Head of HR and Change
  - Address
  - 3rd Floor
    G Mill
    Dean Clough
    Halifax HX3 5AX
  - E-mail
  - john.walsh@calderdale.gov.uk
  - Telephone
  - 01422 288300
  - Fax
  - 01422 288433
4. If the issue cannot be resolved, you may wish to invoke the Council's Complaints procedure .
What is the basis of the service price and what will the service cost?
1. The charge for the service in 2008/09 is currently £3.62 per monthly advice, for each school-based employee. This charge includes all staff categories (permanent, fixed term, casual, temporary) and has a built in percentage to cover the cost of shared supply staff.
2. Schools who have employees on multiple contracts are currently charged an additional £1 per pay advice for each additional contract.
3. A DF34 payroll cost print is available to bank account schools, the cost for this report is included in the standard charge set item 12.1.
4. For schools that require a full set of copy pay advice slip for their own records, there will be an annual charge currently of £22.10 for this service.
5. The facility to have rent deducted from an employee's pay, for properties managed by the school, there will be an annual charge currently of £36 for schools that require this service.
6. Schools that request the Payroll Service to issue emergency/advance payments to employees outside the payroll as a result of late notification of a contractual change or school error will be charged £18.03 per payment made.
7. A charge of £23.62 will be made where schools fail to give the required notice of an employee leaving, where this failure results in an overpayment of salary.
8. Schools will be charged £3.32 for each deduction requested by the GTC from an individual employee's salary.
9. The above charges will be reviewed annually. It is the aim of the service as in previous years to maintain the above charges, the only increase being to cover inflation; this will be achieved with the introduction of further improvement and efficiency savings within HR and Change. Charges are normally confirmed in January of each year.
How will I be charged?
1. The charge for Payroll Services will be made monthly based on the number of pay advice slips generated.
2. Schools which have employees on a multiple contracts will be charged on a monthly basis at the above rate.
3. The above charges will be generated automatically from the payroll system with an invoice being raised to the school.
4. The annual charge for copy payslips and deduction of rent will be made in October.
5. All additional charges, for example items 12.7 and 12.8, will be charged in October and March.

Error rate on payments made, by year
Year	Target rate	Actual rate
2007/08	0.50%	0.47%
2006/07	0.50%	0.46%
2005/06	0.50%	0.47%

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