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CHILDRENS SCHOOLS and FAMILIES – QUALITY POLICY

VIEWS: 9 PAGES: 24

									                         Statutory Services

                          SERVICE PLAN 2010/11
 PUBLICATION SCHEDULE NUMBER:                       HSS0030

 PUBLICATION DATE:                                  JUNE 2010

 AUTHORISING OFFICER:                               STEVE CHARTERIS

 AUTHORISING OFFICER SIGNATURE:

 AUTHOR OF PUBLICATION:                             STEVE CHARTERIS

 POST:                                              HEAD OF STATUTORY SERVICES

                                                    CORONER SERVICE
 UNITS:                                             REGISTRATION SERVICE
                                                    CITIZENSHIP UNIT
                                                    LOCAL LAND CHARGES UNIT
                                                    HIGHWAY NETWORK SUPPORT
                                                    SERVICES TEAM
                                                    COUNTY COUNCIL ELECTIONS

 REVIEW DATE:                                       MAY 2011

 TARGET AUDIENCE:                                   STATUTORY SERVICES STAFF
                                                    CHIEF LEGAL OFFICER
                                                    HM CORONER


 PUBLISHED BY Hertfordshire County Council Statutory Services




Statutory Services – Service Plan 2010/11
                                                                      Page 1 of 24
SERVICE PLAN 2010/2011

1.     Introduction.
This plan sets out the aims and objectives of the Statutory Services Department;
describes the services which make up the department, and outlines the key areas of
work for the department over the coming year.

Statutory Services includes the following services:

    Registration Service
    Citizenship Unit
    Coroner Service.
    Local Land Charges Unit
    Highway Network Support Services Team
    County Council Elections

The Statutory Services management team is:

Steve Charteris                (SC)    Head of Statutory Services
Corinne Edwards                (CE)    Head of Registration Service
Michelle Brinkley              (MB)    Head of Coroner Service
Charlotte O’Shea               (CO)    Registration Manager (Central)
Georgine Whiting               (GW)    Registration Manager (East)
Stephanie Dean                 (SD)    Registration Manager (West)
Vivienne Anstey                (VA)    Citizenship Unit Manager
Barry Livesey                  (BL)    Head of Land Charges and Administration Manager
Jolanta Duraj                  (JD)    Highway Network Support Services Teamleader

2.     Meeting the Council’s Priorities for Action.
Statutory Services delivers services in the context of:
   1. Hertfordshire County Council’s Corporate Plan.
   2. Strategy and Partnerships Directorate Business Plan 20010/11
   3. Legal and Member Services Service Plan 2010/11.

The conditions of wellbeing that are identified in the Corporate Plan as most important
are:

    A resilient economy.
    Personalised services.
    Confident citizens.
    Catching problems early.
    A clean, green place.
    Safe and secure neighbourhoods.

The corporate priorities as detailed in the Corporate Plan are:
Statutory Services – Service Plan 2010/11
                                                                            Page 2 of 24
   Support economic wellbeing.
   Maximise independent living.
   Ensure a positive childhood.
   Secure a good education for all.
   Reduce carbon emissions.
   Promote safe neighbourhoods.
   Be a leading council.

    3. Linkage to Strategy and Partnerships Department Service Plan
       and Legal, Member and Statutory Service Plan.
Statutory Services is part of Legal, Member and Statutory Services which is part of the
Strategy and Partnerships Directorate.

The Strategy and Partnerships directorate contributes directly to the following priorities
in the Corporate Plan:

   Support economic wellbeing
   Promote safe neighbourhoods
   Be a leading council

Hertfordshire County Council priorities and the conditions of wellbeing detailed above
inform the vision and direction within Statutory Services.

    4. Service Aims.
The Hertfordshire Registration Service contributes to the overall performance of
the County Council by providing a quality public service, direct to the public
through:

   Registering all Births, Deaths, Stillbirths, Marriages and Civil Partnerships that occur
    within the administrative district of Hertfordshire.

   Completing all civil preliminaries to marriage and civil partnership.

   The delivery of all types of Civil Ceremonies, Marriages, Partnerships, Civil Naming,
    Renewals and Civil Funerals.

   Providing copy birth, death, marriage and civil partnership certificates from current
    and historic registers, from 1837 to present day.

   Administering the licensing, registration and certification processes for approved
    venues and religious buildings.

In carrying out this role we must comply with:

       The Registration Service Act 1953

Statutory Services – Service Plan 2010/11
                                                                              Page 3 of 24
       All Acts and Statutory orders relating to Births and Deaths, Marriages,
        Adoptions, Gender Recognition, and Civil Partnership.
       Guide for Councils on the Delivery of Local Registration Services (LACORS).

Our service delivery and planning are also affected by the following factors:

       Local authorities are responsible for the delivery of the service
       Statutory fees are set by the General Register Office
       Partnership working with service suppliers.
       Corporate Customer Care Standards

The Hertfordshire Citizenship Unit contributes to the overall performance of the
County Council by providing Citizenship services primarily to the people within
the county of Hertfordshire through:

   The delivery of group Citizenship Ceremonies at the completion of the naturalization
    application process to become a British citizen.

   The delivery of private/individual Citizenship Ceremonies in accordance with the
    wishes of the applicants on completion of the naturalization process to become a
    British citizen.

   The delivery of the Nationality Checking Service (NCS) to those wishing to become
    British citizens.

   The delivery of the Change of Name Service

In carrying out this role we must comply with:

       The British Nationality Act 1981 as amended by the Nationality, Immigration and
        Asylum Act 2002.
       The British Nationality (General) Regulations 2003 (SI 2003/548) as amended
        by the British Nationality (General) (Amendment) Regulations 2003 (SI
        2003/3158).
       Guide for Councils on the Delivery of Local Registration Services (LACORS).
       Office of the Immigration Services Commissioner (OISC) – The Codes and
        Standards & the Commissioner’s Rules.

Our service delivery and planning are also affected by the following factors:

       Local authorities are responsible for delivery of the service.
       Group Citizenship Ceremonies are set by statute.
       Private/Individual Citizenship Ceremonies and the Nationality Checking Service
        (NCS) fees are set by Hertfordshire County Council (HCC).
       Partnership working with the Home Office Nationality Group.




Statutory Services – Service Plan 2010/11
                                                                            Page 4 of 24
The Hertfordshire Coroner Service contributes to the overall performance of the
County Council by providing investigatory and support services to HM Coroner
for the district of Hertfordshire and assisting in the execution of HM Coroner’s
legal and public protection duties through:

   The investigation of deaths which must be reported to the Coroner namely those
    that appear to be due to violence, or are unnatural, or are sudden and of unknown
    cause, or which occur in legal custody or occur overseas.

   The fulfillment of responsibility for enquiries into treasure finds, which is expected to
    change with the introduction of new legislation.

   The provision of financial, administrative and secretarial support to HM Coroner.

   The provision of coronial court facilities.

In carrying out this role we must comply with:

   The Coroners Act 1988, The Coroners Rules 1984 and The Coroners
    (Amendment) Rules 1999.
   The Hertfordshire Coroner Service Charter 2009.
   Hertfordshire Coroner Service Best Practice Standards (HCS 0003).
   Ministry of Justice (MoJ) guidance that inquests are to be held within six months of
    death.
   The aims, rules and processes of other agencies e.g. the Police in relation to
    response to sudden deaths.
   The recommendations from Coroner Service Reform, including the Coroners and
    Justice Act 2009, currently awaiting full implementation.
   Human Tissue Act 2004.

Our service delivery and planning are also affected by the following factors:

   Local authorities are responsible for delivery of the service.
   HM Coroners hold office at Her Majesty’s pleasure.
   HM Coroners carry out a range of statutory duties as defined by the Coroners Act.
   Each Coroner has complete responsibility for the execution of their statutory duties
    within their district.
   Some fees are set by statute.
   Partnership working with Hertfordshire Constabulary in the investigation of sudden
    deaths.
   Partnership working with NHS Trusts in Hertfordshire.
   Compliance with the HCS quality management system and ISO 9001:2008
    accreditation.




Statutory Services – Service Plan 2010/11
                                                                                Page 5 of 24
The Hertfordshire Local Land Charges Unit and Highways Network Support
Services Team contributes to the overall performance of the County Council by
providing responses to local land charges’ search enquiries through:

    Providing information regarding road proposals, status of roads, rights of way and
     ownership of land in connection with the conveyancing process to District /
     Borough Councils, solicitors, professional bodies and members of the public.

In carrying out this role we must comply with:

    Local Land Charges legislation.
    Service Level Agreements with the District / Borough Councils.

Our service delivery and planning are also affected by the following factors:

    Partnership working with District and Borough Councils.
    Audit Commission performance indicators imposed upon District / Borough
     Councils.

Statutory Services also contributes to the overall performance of the County
Council by organising County Council elections and storing and maintaining the
County’s copy of Full Electoral Registers.

The plan establishes targets for 2010/11.

Statutory Services.
Performance against previous Service Plan actions:


Action                                 When / By     Who (overall        Progress
                                                     responsibility)
To deliver effective strategic and operational management to the Statutory Services department.

To deliver all services within         April 2010    Steve Charteris     All services delivered within
budget and meet efficiency                           Corinne Edwards     budget for the financial year
savings and income generation                        Michelle Brinkley   2009/10.
targets.                                             Barry Livesey
To ensure an effective strategic       Ongoing       Steve Charteris     Registration Service
and operational management                                               management team was
structure to deliver services                                            reviewed in Dec 2009 and the
                                                                         revised structure adopted.

To ensure appropriate staffing         Ongoing       Management Team     Services continue to
levels, staff knowledge and skills                                       performance manage all staff
to deliver services.                                                     and each staff member has a
                                                                         development plan to ensure
                                                                         that their development needs
                                                                         are identified and met.
To ensure all staff have               Ongoing       Management Team     Delivered as per annual
performance review and                                                   schedule.
development meetings in
accordance with Corporate

Statutory Services – Service Plan 2010/11
                                                                                        Page 6 of 24
Service Performance
Management and development
Scheme.
To maintain IIP accreditation as      Ongoing         Management Team    Corporate initiative.
part of Corporate Services.
To develop Statutory Services         December        Steve Charteris    Citizenship and Coroner
Policy and Procedures Register.       2009                               Service registers established.
                                                                         Further work required.

To consider whole service             December        Steve Charteris    ISO application due Nov
application for a quality standard    2009                               2010.
(Customer Service excellence or
ISO 9001:2000).
To develop closer inter-              Ongoing         Steve Charteris    Developed relationship
departmental working across                                              between Coroner /
Statutory Services.                                                      Registration and Citizenship
                                                                         Services.
                                                                         Land Charges and HNSST
                                                                         working together and working
                                                                         towards further integration.


Our Plan – Statutory Services.
Our strategy is focused on
 positive leadership
 having the appropriate staff
 member support
 focusing on people
 partnership working
 equality
 seamlessness and synergy

Action                                                      When / By     Who (overall
                                                                          responsibility)
To deliver effective strategic and operational management to the Statutory Services department.

To deliver all services within budget and meet efficiency   April 2011    Management Team
savings and income generation targets.
To contribute to the ‘Council for the Future’               Ongoing       Management Team
Transformation programme.
To ensure appropriate staffing levels, staff knowledge      Ongoing       Management Team
and skills to deliver services.
To ensure all staff have performance review and             Ongoing       Management Team
development meetings in accordance with Corporate
Service Performance Management and development
Scheme.
To develop Statutory Services Policy and Procedures         December      Steve Charteris
Register.                                                   2010

To consider whole service application for a quality         December      Steve Charteris
standard (ISO 9001:2008).                                   2010




Statutory Services – Service Plan 2010/11
                                                                                         Page 7 of 24
Registration Service and Citizenship Unit.
The Registration Service (including Citizenship Unit) budget for 2009/10 was £1,081,044. The service
was delivered within budget (£51,762 under spend). Income achieved was £2,066,313 in 2009/10.

The service is managed by the Head of Registration Service and 3 Registration Managers. There are
Senior Registration Officers, Registration Officers, Peripatetic Registration Officers, Deputy Registration
Officers, Senior Support Officers and Support Officers within the service. The service is delivered from
10 offices around the county and the Hertfordshire Register Office is at Hatfield. The Citizenship Unit is
based at Hatfield. The service is managed by a Citizenship Unit Manager. There are Citizenship Officers
and a Support Officer. The Citizenship Unit budget reports as part of the Registration Service budget.

Year          Births         Birth             Deaths    Death             Notice of    Notice of
                             Declarations                Declarations      Marriage     Partnership
1998/99       11935          3528              8778
1999/00       11393          3775              8673
2000/01       11446          3972              8276
2001/02       10893          3670              8339                        8720
2002/03       10250          3793              8187                        9246
2003/04       10860          3811              8416      85                9581
2004/05       10810          3596              8151      102               8788
2005/06       10995          3759              7972      98                8139         352
2006/07       11766          3830              7809      102               8314         299
2007/08       11968          3959              7867      88                9031         197
2008/09       12021          1447              8061      89                8286         175
2009/10       12044          1534              7418      70                8438         131

Year          Marriages               Naming            Renewal          Civil          Civil
              Total/Venues            Ceremonies        Of Marriage      Funerals       Partnerships
1998/99       3203 / 976
1999/00       3241 / 1006
2000/01       3447 / 1266             2
2001/02       3433 / 1350             27                5
2002/03       3624 / 1561             70                20               8
2003/04       3908 / 1762             77                22               54
2004/05       3551 / 1720             70                32               127
2005/06       3197 / 1833             78                27               176            100
2006/07       3323 / 1828             68                23               391            159
2007/08       3355 / 1878             88                27               411            121
2008/09       3280 / 1599             69                33               418            71
2009/10       3354 / 1479             73                16               232            62

Year          Certificates             Total Certificates
              (Internet)
1998/99                                12402
1999/00                                14491
2000/01                                15252
2001/02       759                      14533
2002/03       1309                     14794
2003/04       1341                     13687
2004/05       2167                     17323
2005/06       3131                     16162
2006/07       3252                     13822
2007/08       3445                     12386
2008/09       3815                     11908
2009/10       3119                     10693



Statutory Services – Service Plan 2010/11
                                                                                            Page 8 of 24
         Year        Total number       Total number        Number of           Total number of          Number of people
                     of people          of group            people              individual/private       attending
                     naturalised as     ceremonies          attending           ceremonies               individual/private
                     British citizens                       group                                        ceremonies
                                                            ceremonies
         2004/05     1510               52                  1302                119                      208
         2005/06     2016               66                  1732                184                      284
         2006/07     2240               59                  1852                241                      388
         2007/08     2295               57                  1843                367                      452
         2008/09     2056               53                  1788                186                      268
         2009/10     3150               80                  2771                262                      379

         Year        Number of               Year         Number of         Number of              Number of
                     NCS                                  change of         minor(s)               adult change
                     appointments                         name deeds        change of name         of name deeds
         2005/06     716                                  Appointments      deeds
         2006/07     1110                    2007/08      7                 2                      9
         2007/08     871                     2008/09      49                22                     52
         2008/09     994                     2009/10      51                22                     42
         2009/10     1217

         Performance against the 2009/10 Service Plan actions is detailed below:

Action                                        When / By       Who (overall            Progress
                                                              responsibility)
To introduce new services and ensure involvement in national pilots of
new services.
To develop the Change of Name Deeds           Dec 2009        Corinne Edwards         Change of Name Service is
service into large Registration Offices,                      Vivienne Anstey         available at 3 locations across
ensuring appropriate countywide                                                       the county. This provides
availability.                                                                         appropriate county coverage.
To develop the Weekend service to             March 2010      Corinne Edwards         The weekend service offers
include an information service regarding                                              support to celebratory services
                                                              Michael
ceremony venues, the booking of                                                       over the weekend. Appointment
                                                              Cunningham
appointments and to provide                                                           booking available. Further
appointment / ceremony availability                                                   development required.
data, utilizing the computerized booking
system.


To explore possible national pilots / new     March 2010      Corinne Edwards         No further development of
services including ‘Coming of age’                                                    additional services nationally.
                                                              Yvonne Tait
ceremonies and Passport Checking
Service.                                                      Pat Flitney
To ensure quality standards are maintained.

To maintain Charter Mark accreditation        Feb 2010                                Decision taken not to pursue
and review the new Customer Care                                                      Customer Service Excellence
Standard (CSE) or ISO 9001:2000                                                       (CSE) award. Working towards
criteria with a view to application in                                                application for ISO 9001:2008 in
2011.                                                                                 November 2010.
To comply with national standards as          March 2010      Yvonne Tait             Standards are met and
defined in the LACORS ‘Good Practice                                                  performance is very good (see
                                                              Steve Charteris
Guide for the Local Registration                                                      Annual Stewardship Report
Service’. To meet ‘Good Practice’ or                                                  2009/10)
‘Better Practice’ in all key activities.

         Statutory Services – Service Plan 2010/11
                                                                                                        Page 9 of 24
To formalise management data                 Oct 2009      Corinne Edwards   Management data collection has
collection to ensure appropriate                                             been reviewed and improved.
                                                           Yvonne Tait
information collated.
                                                           Pat Flitney
To publish the ‘Stewardship Report’ for      May 2009      Steve Charteris   Complete May 2010.
the General Register Office.
                                                           Corinne Edwards
To ensure appropriate financial management of the service.

To deliver the service within budget.        March 2010    Steve Charteris   The Registration Service was
                                                                             delivered within budget with a
                                                           Corinne Edwards
                                                                             £37k underspend.
To review the fee structure for              Dec 2009      Corinne Edwards   Fees have been reviewed and
ceremonies in the Statutory Register                                         set for 2010/11. Latest activity
                                                           Yvonne Tait
Office, licensed venue rooms across the                                      figures show that pricing is within
county and Approved Venues in view of                      Pat Flitney       appropriate range, as activity is
the wider economic conditions.                                               maintained.


To review operational procedures.

To develop a service Policies and            Dec 2009      Pat Flitney       Policy Register is under
Procedures Register as part of the wider                                     construction, with a view to
Statutory Services Register.                                                 launch in November 2010.
To review the delivery of Civil Funeral      March 2010    Corinne Edwards   Staffing review was undertaken
ceremonies.                                                                  and hours reduced. Competition
                                                                             is increasing from the private
                                                                             sector hence further review
                                                                             required.
To update the service Business               Ongoing       Michael           BCP updated.
Continuity Plans. To develop specific                      Cunningham
BCP regarding a possible Flu
Pandemic.
To make good use of information technology.

To continue to work with GRO and HCC         ongoing       Yvonne Tait       RON functioning has improved
ICT department to maintain improved                                          over the last year. Temporary
functioning of Registration On-Line                                          Broadband IT solution
(RON).                                                                       implemented at Watford & St
                                                                             Albans. Currently under review.
To introduce the computerized booking        Sept 2009     Yvonne Tait       Computerised Booking System in
system.                                                                      place in all offices.
To prepare for the implementation of         2009 / 2010   Corinne Edwards   Implementation of RON for
RON for marriages.                                                           marriages went extremely well.
                                                           Yvonne Tait
To ensure effective staff performance assessment, development and
consultation.

To organise regular staff meetings for all   ongoing       Corinne Edwards   A clear schedule of staff
Registration Service staff, To ensure                                        meetings is in place in all offices.
                                                           Yvonne Tait
weekend and occasional staff are kept
updated regarding practice and service                     Pat Flitney
developments.



       Statutory Services – Service Plan 2010/11
                                                                                               Page 10 of 24
To ensure that all staff receive           Dec 2009      Corinne Edwards   All training identified through
appropriate training and introduce                                         PMD and Supervision processes.
induction checklists and development                                       Training Officer co-ordinates the
plans.                                                                     delivery of the training plan.
To ensure that all staff have annual       July 2009     Corinne Edwards   All staff receive PMDs as
performance reviews and development                                        detailed above.
                                                         Yvonne Tait
meetings (PMD) to incorporate a review
of technical ability and customer care                   Pat Flitney
skills. Weekend / occasional staff to be
incorporated.
To develop working group forums            Ongoing       Corinne Edwards   Progression Working Group
including ‘Progression Working Group’                                      identified improvements to the
                                                         Steve Charteris
to empower team in service decision                                        structure which fed into the
making.                                                                    Management Review. Regular
                                                                           team meetings provide the
                                                                           opportunity to address issues.
To maintain effective communication with elected members.

To continue to promote the service to      Ongoing       Steve Charteris   There is ongoing briefing of the
members of the County Council. To                                          Executive Member and through
ensure the executive member is fully                                       the Community Safety and
informed about the service.                                                Culture Cabinet Panel.
To ensure that accommodation is appropriate.

To complete the expansion and              Ongoing       Pat Flitney       There is currently dispute with co
refurbishment of accommodation at                                          tenants and landlord hence no
Hitchin Registration Office.                                               progress.
To complete the relocation of Watford      Ongoing       Yvonne Tait       Planning permission and building
Registration Office.                                                       consent have been granted and
                                                                           refurbishment plans are being
                                                                           developed.
To market and advertise services appropriately.

To maintain and develop Registration       Ongoing       Corinne Edwards   Pages have developed. Further
pages on Hertsdirect.                                                      development would be beneficial.
To re-publish and develop the              August 2009   Corinne Edwards   All leaflets are current. Brochure
‘Hertfordshire Celebrations’ brochure                    Hilary Sheppard   is currently being redrafted.
and information leaflets.
To maintain the ‘Advertising and           Ongoing       Steve Charteris   The group continues to co-
marketing policy ensuring a coordinated                  Michael           ordinate all advertising for the
approach to advertising. To maintain the                 Cunningham        service.
‘Advertising and marketing Management                    Barry Livesey
Group’.
Citizenship Services.

To maximize income and contribute to a     March 2010    Vivienne Anstey   Citizenship services - 53% up #
balanced Registration Service budget.                    Corinne Edwards   naturalised. 40% up private
                                                                           ceremonies. 22% up NCS.
Greater involvement in the wider           March 2010    Vivienne Anstey   Annual ceremony at iconic venue
community as per Lord Goldsmith’s                                          took place at Brocket Hall.
recommendations. Including ceremonies                                      Schools have taken part in
in iconic buildings and the involvement                                    ceremonies and this is ongoing.
of schools in ceremonies.


       Statutory Services – Service Plan 2010/11
                                                                                             Page 11 of 24
Review content of group citizenship            Dec 2009     Vivienne Anstey   Ceremonies reviewed and
ceremonies, to consider improvements.                                         improved.

If an application for British Citizenship is   March 2010   Vivienne Anstey   All new citizens offered a
successful applicants will be offered an                                      ceremony within 2 months in
appointment for a Citizenship Ceremony                                        2009/10.
within the 3 month Home Office time
limit. The Citizenship Unit will aim to
offer Citizenship Ceremonies within 2
months.

The delivery of Private/Individual             Ongoing      Vivienne Anstey   Demand for Private Ceremonies
Citizenship Ceremonies in accordance                                          has increased by 40%.
with the wishes of the applicant. To
maximize income generation

To successfully deliver the Nationality        March 2010   Vivienne Anstey   Demand for NCS has increased
Checking Service to those wishing to                                          by 22% to 1217 appointments /
become British citizens. We aim to offer                                      annum. Appointments offered
an NCS appointment within 14 days to                                          within 14 days. NCS is marketed
those wishing to become British citizens.                                     through CABs, Registration
To promote the service and increase                                           Offices and Libraries, and is
take-up.                                                                      advertised in the HCC Horizons.

To deliver the Change of Name Deed             March 2010   Vivienne Anstey   Demand for Change of Name
Service to those wishing to change their                                      Services increased by 4%. The
name. A Change of Name appointment                                            service is marketed through the
will be offered within 14 days after                                          internet and HCC Horizons.
receipt of written details. To ensure all
the Citizenship Unit advisers are
competent to deliver the Change of
Name Deed Service.

To improve the quality of our work by          March 2010   Vivienne Anstey   All NCS customers complete a
continuous monitoring and reviewing the                                       customer feedback sheet and the
process involved within the Citizenship                                       response is predominately
Unit. The Citizenship Unit will regularly                                     positive.
undertake customer surveys and publish
the results.




        Statutory Services – Service Plan 2010/11
                                                                                              Page 12 of 24
         Our Plan – Registration Service and Citizenship Unit.
         Our vision –
         To continue to be a top performing innovative Registration Service by:
               Fulfilling Hertfordshire County Council’s statutory registration responsibilities.
               Delivering inclusive and accessible customer focussed services.
               Delivering efficient and responsive services.
               Supporting customers professionally and empathetically.
               Maximising use of technology.



Action                                                                                      When / By        Who (overall
                                                                                                             responsibility)
Fulfilling HCC’s statutory registration responsibilities.
Comply with national standards as defined in the LACORS ‘A                                  Reviewed March   Corinne Edwards
Guide for Councils on the Delivery of Local Registration Services’.                         2011.


Publish the ‘Annual Stewardship Report’ for the General Register                            May 2011         Steve Charteris
Office (GRO).
                                                                                                             Corinne Edwards
Maintain management data collection and ensure appropriate                                  March 2011       Corinne Edwards
information collated and verified.
Continue to promote the service to members of the County Council.                           March 2011       Steve Charteris
To ensure the executive member is fully informed about the
service. To report as appropriate to the Community Safety and
Culture Cabinet Panel.
Delivering inclusive and accessible customer focused services.

Make preparations and apply for ISO 9001:2008 Quality Standard.                             Dec 2010         Corinne Edwards
                                                                                                             Georgine Whiting
Review customer access to bookings through the development of                               March 2011       Corinne Edwards
the computerised booking system.
                                                                                                             Hilary Sheppard

Review customer access to historical certificates.                                          March 2011       Corinne Edwards
                                                                                                             Hilary Sheppard
Review the delivery of ceremonial services, including delivery                              March 2011       Georgine Whiting
points and services delivered.
                                                                                                             Stephanie Dean

Delivering efficient and responsive services.

Deliver the service within budget, including achieving identified                           March 2011       Steve Charteris
efficiency savings 2010/11. To increase expenditure recovery rate
                                                                                                             Corinne Edwards
above 68%.


Review accommodation within the service, including condition,                               March 2011       Steve Charteris
access, cost analysis and county coverage.
                                                                                                             Corinne Edwards

Ensure that all staff receive appropriate training and develop                              Dec 2010         Registration Managers
induction checklists and development plans.
                                                                                                             Training Officer

         Statutory Services – Service Plan 2010/11
                                                                                                                    Page 13 of 24
Establish and maintain the service Policies and Procedures                Oct 2010      Georgine Whiting
Register as part of the wider Statutory Services Register.


Ensure the appropriate distribution of resources across the service       March 2011    Steve Charteris
including staffing.
                                                                                        Corinne Edwards
Supporting customers professionally and empathetically.

Implement ‘Tell Us Once’ programme.                                       Nov 2010      Steve Charteris
                                                                                        Georgine Whiting
Review the delivery of Civil Funeral ceremonies.                          March 2011    Corinne Edwards


Maximising use of technology.

Develop e-marketing of service and e-access to services.                  March 2011    Corinne Edwards
Explore additional functionality of Zipporah including Citizenship        Dec 2010      Corinne Edwards
Ceremony booking.
                                                                                        Vivienne Anstey
Continue to work with GRO and HCC ICT department to maintain              ongoing       Corinne Edwards
improved functioning of Registration On-Line (RON). Prepare for
Phase II – RON for Marriages.
Citizenship Services.

Contribute to a balanced Registration budget                              March 2011    Corinne Edwards
                                                                                        Vivienne Anstey
Continue to develop the citizenship ceremonies by involving local         Dec 2010      Vivienne Anstey
schools.
Advertise the citizenship process in line with Lord Goldsmith’s           August 2010   Vivienne Anstey
recommendations.
Develop Change of Name Deed service.                                      Dec 2010      Vivienne Anstey
If an application for British Citizenship is successful applicants will   March 2011    Vivienne Anstey
be offered an appointment for a ceremony within the 3 month
Home Office limit. Aim to offer ceremonies within 2 months.
Offer NCS appointments within 14 days to those wishing to become          March 2011    Vivienne Anstey
British Citizens. To promote the service and increase take-up. To
be aware and implement legislative changes.
Improve the administration within the unit, improving efficiency and      Dec 2010      Vivienne Anstey
streamlining processes.
Introduce electronic system to manage ceremonies.                         March 2011    Vivienne Anstey




        Statutory Services – Service Plan 2010/11
                                                                                              Page 14 of 24
          Coroner Service.
          The Coroner Service budget for 2009/10 was £1,037,791.79 plus a contribution from Hertfordshire Police
          of £170,000 to fund the provision of Coroner’s officers.

          The service is managed by Head of Coroner Service. There are currently 7 Coroner’s Officers and 2
          Senior Support Officers.

          The coronial district of Hertfordshire is covered by 1 part-time Coroner, 1 Deputy Coroner and 2
          Assistant Deputy Coroners.

          The table below illustrates the number of referrals received over the past 13 years.

          Year                         Non-inquest                   Inquest                        Total referrals
          1997                         2962                          301                            3263
          1998                         2990                          324                            3314
          1999                         3066                          311                            3377
          2000                         2813                          329                            3142
          2001                         2868                          406                            3274
          2002                         2792                          389                            3181
          2003                         2787                          359                            3146
          2004                         2912                          389                            3301
          2005                         2815                          415                            3230
          2006                         2987                          353                            3340
          2007                         2896                          430                            3326
          2008                         2864                          413                            3277
          2009                         2669                          386                            3055


DEATHS REPORTED TO CORONER IN 2009
                  With post mortem                          Without post mortem                             TOTAL
             Male      Female      Total                Male     Female       Total          Male        Female          Total
(i) Deaths
reported to the
coroner which,
after
investigation,
resulted (or will   713         539          1252       617         800         1417        1330         1339           2669
result) in the
issue of a
certificate but
no inquest
(i) Deaths
reported to
coroners on
which inquests
are to be or        267          92          359         17         10            27         284          102            386
were opened
(even if not
concluded)
TOTAL (i) +                                                                                                                (A)
(ii)                980         631          1611       634         810         1444        1614         1441       3055
(iii) Number of cases transferred out of district under Section 14 of the Coroners Act 1988 (not to be included
above)                                                                                                                     6
(iv) Deaths reported or referred to the coroner requiring neither inquest nor the issue of any certificate MUST
BE INCLUDED IN THE "NO INQUEST NO POST MORTEM" box above, along with cases where certificates
were issued. For cases where sex of deceased not known, please indicate the number of such cases in the                    0
yellow cell on the right.




          Statutory Services – Service Plan 2010/11
                                                                                                              Page 15 of 24
 VERDICTS RETURNED AT INQUESTS IN 2009
            (including inquests with juries)
                                              Numbers of verdicts
                                             (not treasure inquests)
                                           Male   Female       Total

 Killed unlawfully                          0        0           0
 Killed lawfully                            0        0           0
 Suicide                                   51       12          63
 Attempted or self-induced abortion         0        0           0
 Cause of death aggravated by lack of
 care, or self-neglect                      1        0           1
 Dependence on drugs                        0        0           0
 Non-dependent abuse of drugs               1        0           1
 Want of attention at birth                 0        0           0
 Deaths from industrial diseases           28        0          28
 Deaths by accident or misadventure        80       35         115
 Stillborn                                  0        0           0
 Deaths from natural causes                96       55         151
 Open verdicts                              9        4          13
 Disasters (where inquest resumed after
 adjournment under S.17A of Coroners        0        0           0
 Act 1988)
 All other verdicts (including narrative
 verdicts)                                 19       10          29
                                                                       (B)
 TOTAL [All verdicts]                      285     116         401
 AGE OF DECEASED IN INQUEST VERDICTS:

 Number of inquest verdicts returned in 2009 here age of deceased at
 time of death was:
 Under 1 year                                                   9
 1 to 14 years                                                  5
 15 to 24 years                                                21
 25 to 44 years                                                104
 45 to 64 years                                                119
 65 years and over                                             143
 Age not known                                                  0

                                                                             Ministry of Justice Annual Statistics 2009


Statutory Services – Service Plan 2010/11
                                                                                                     Page 16 of 24
1. Deaths investigated in 2009 where there was no inquest i.e. deaths reported at section A(i)
Number of cases reported at section A(i) in which certificates were issued within:
       One week or less                                                                        2521
       Over a week and up to one calendar month                            +                     35
       Over one calendar month (1)                                         +                      0
All deaths investigated where a certificate was issued, but there
                                                                           =                   2556
was no inquest
No certificate issued ( in section A these will have been included in the "no inquest, no
                                                                                                113
PM" part of A(i) )


2. Deaths in 2009 on which inquests are to be or were opened (even if not yet concluded) i.e. all deaths
reported at Section A(ii)
Number of cases reported at section A(ii) in which disposal certificates were issued within:
                                    One week or less                                             355
                                    Over a week and up to one calendar month                      21
Deaths in England and Wales
                                    Over one calendar month (1)                                    4
                                    TOTAL CASES - England and Wales                              380
                                    TOTAL CASES -
Deaths elsewhere                                                          +                        6
                                    elsewhere
All deaths in 2009 on which inquests are to be or were opened
                                                                          =                      386
i.e. Section A(ii)


3. Deaths on which inquests in 2009 were: (a) concluded or (b) not resumed following adjournment under
Sections 16 or 17A. (i.e. all verdicts in section B plus all charges in section C)
Number of cases where the inquest was either concluded, or adjourned under Sections 16 or 17A,
within:
                                       One month or less                        (2)            23
                                       One to three months                      (2)           126
                                       Three to six months                      (2)           187
Deaths in England and Wales
                                       Six to twelve months                     (2)            53
                                       Over 12 months                           (2)            14
                                       TOTAL CASES - England and Wales                        403
                                       TOTAL CASES -
Deaths elsewhere                                                             +                  7
                                       elsewhere
All deaths on which inquests were held in 2009 i.e. total of
                                                                             =                410
Sections B and C


4. Inquests still open or in progress at the end of 2009 (i.e. neither concluded, nor adjourned under
Sections 16 or 17A)
Please indicate the number of inquests in progress for the Deaths in England and              Deaths
following time periods:                                        Wales                          elsewhere
1. Less than six months                                                      104                     4
2. Over six months but not more than 12 months                                 9                     1
3. Over 12 months but not more than 2 years                                    2                     1
4. Over 2 years                                                               10                     4
Date of oldest case:                                                     05/10/2002             10/05/2001

                                                                     Ministry of Justice Annual Statistics 2009


      Statutory Services – Service Plan 2010/11
                                                                                             Page 17 of 24
Performance against previous Service Plan actions:

Action                                    When / By   Who (overall          Progress
                                                      responsibility)
To ensure effective service delivery within financial limitations. To identify efficiency savings.

To structure Coroner’s Officers and       Dec 2009    Michelle Brinkley     The ratio of Coroner’s
CSA staffing levels in accordance                                           Officers to CSA is
with workload to maximise                                                   currently appropriate and
efficiencies.                                                               efficient.
Maximise non-pay efficiencies.            Ongoing     Michelle Brinkley Service staff have
                                                                        awareness of current
                                                                        financial climate and all
                                                                        contribute to maximizing
                                                                        efficiency wherever
                                                                        possible.
Investigate alternative providers of Dec 2009    Michelle Brinkley      Meetings have been
specialist examination services.                                        undertaken with FPS and
                                                                        we are awaiting pricing
                                                                        and service reports.
Successful grant of Proprietary Item July 2009   Michelle Brinkley      Application to the County
re: Mortuary Services contract.                                         Secretary resulted in
                                                                        successful grant and all
                                                                        contracts are now signed.
To make available to the bereaved, the general public and other stakeholders, up-to-date and
accurate information about the service we provide and how it can be accessed.

Maintain stocks and develop variety       Ongoing     Michelle Brinkley     BPS Audit actions
of external bereavement services                                            established system to
information.                                                                monitor and maintain
                                                                            stocks.
Review Information leaflets produced As per          Michelle Brinkley      All leaflets reviewed as
by the service.                       policy                                part of BPS 1 Audit (Feb
                                      review                                2010).
                                      schedule.                             No amendments required
                                                                            and stocks are adequate.
To investigate all sudden deaths effectively, efficiently and impartially. To expedite the
completion of the investigation, the release of the deceased’s body and the holding of the
inquest, in accordance with the Coroners Act 1988.

Prepare for implementation of             Ongoing     Michelle Brinkley     Royal assent granted in
Coroners and Justice Bill 2009,                                             Nov 2009.
providing Royal Ascent is granted.
To have input into the multi-agency       Oct 2009    Michelle BrinkleyJW continues to work with
response to child and infant fatalities               Julie Westwood   the multi-agency group
and contribute to the published                                        and a protocol has been
guidance.                                                              developed to ensure
                                                                       consistency. COs now
                                                                       attending rapid response
                                                                       meetings within 1 week of
                                                                       the death.
To treat the bereaved and members of the public with consideration during the investigation and
the inquest hearings.

Survey people attending court.            March       Michelle Brinkley     Survey commenced by
                                          2010                              Bev Green and several
                                                                            responses were obtained.
                                                                            Problems with the
Statutory Services – Service Plan 2010/11
                                                                                       Page 18 of 24
                                                                        courthouse resulted in a
                                                                        cessation of hearings and
                                                                        the survey is scheduled to
                                                                        re-commence May 2010.
To hold inquest hearings at an appropriate venue and they will be properly managed. The
hearing will be held in accordance with the Coroners Act 1988.

Maintain and improve courtroom          Sept 2009   Michelle Brinkley       Furniture is of adequate
furniture,                                                                  standard.
Monitor delays caused by hospital       ongoing     Michelle Brinkley       Regular liaison with risk
reports not received                                                        management teams has
                                                                            reduced delays.
To keep accurate, up-to-date and understandable records of referrals and inquest cases. To
protect the confidentiality of information at our disposal. Disclosure of information to interested
parties will be dealt with according to the Coroners Act 1988. Confidentiality will be preserved as
far as possible within a system based on public court hearings.

Project manage the archive              Dec 2009    Michelle Brinkley   Archive refurbishment
refurbishment whilst securely                                           completed on schedule
maintaining archive material.                                           and all archived material
                                                                        has been placed in the
                                                                        new store.
To work in partnership with other organisations and agencies in order to secure the provision of
the best response to and investigation of sudden deaths.

Deliver General Practitioner training   March       Michelle Brinkley Ian   GP training was started
in accordance with survey results.      2010        Crawley Ray Brown       but limited due to CO
                                                                            availability. It is due to
                                                                            recommence in 2010.
To represent the service in national    On going    Steve Charteris         The service is represented
forums including MoJ and LGA.                                               in all national forums and
                                                    Michelle Brinkley
                                                                            involvement in a team to
                                                                            produce a manger’s guide
                                                                            by MB is ongoing.
Review standardised electronic          Dec 2009    Michelle Brinkley       The presentation was
presentations for medical                                                   reviewed July 2009.
practitioners training given.
Review FLO / CO agreement.              Sept 2009   Michelle Brinkley       Agreements are in full use.
                                                                            Review to be completed
                                                                            March 2010.
To respond effectively to major incidents and multiple fatalities

Review service protocol for response    Oct 2009    Michelle Brinkley       Protocol continually under
to major incidents and mass                         Julie Westwood Ray      review and JW and EGT
fatalities.                                         Ayres                   fully contribute to on going
                                                                            development of the plan.
Preparations for Flu Pandemic.          Ongoing     Michelle Brinkley       HMC and MB contribute to
Contribute to local and national                    Julie Westwood Ray      local and national forums
response agreements.                                Ayres                   to maintain preparation.
To carry out enquiries into treasure finds as per the Treasure Act 1996.

To ensure that we have enough staff who are competent, knowledgeable, trained, supported and
provided with adequate guidance to carry out their job effectively and efficiently.

Produce a guide to Courtroom            August      Michelle Brinkley Ray   Guide to recording
recording equipment.                    2009        Ayres                   equipment has been
                                                                            produced.

Statutory Services – Service Plan 2010/11
                                                                                        Page 19 of 24
To ensure that all Coroner’s Officers   March          Michelle Brinkley       Most COs have attended
attend the supervisory training         2010                                   the training. Further
course.                                                                        development needs are
                                                                               identified through the PMD
                                                                               scheme.
To ensure all Coroner's Officers        Feb 2010       Michelle Brinkley       All COs are qualified in
qualified in CPD Coroner's Law and                                             both CPDs.
Practice. To ensure all non-medical
Coroner's Officers qualified in CPD
Fundamental Medicine.
To robustly assure and improve the quality of all our work by monitoring, auditing and reviewing
our services, and through capitalising on the views, comments, compliments and complaints of
the bereaved, partner organisations, agencies and other stakeholders .
To carry out annual audits of all 10 Dec 2009      Michelle Brinkley    All audits completed and
Best Practice standards.                                                submitted for
                                                                        consideration at staff
                                                                        meetings.
To carry out the annual Management March           Michelle Brinkley    The review is now
Review.                              2010                               incorporated in the
                                                                        Statutory Services Service
                                                                        Plan to promote synergy
                                                                        across the services. Full
                                                                        contribution to the plan
                                                                        March 2010.
To review all HCS Policies and       Ongoing       Michelle Brinkley    All policies maintained and
Procedures as per schedule.                                             reviewed in accordance
                                                                        with schedule
To maintain ISO 9001:2000            Nov 2009      Michelle Brinkley    ISO inspection completed
accreditation.                                                          with no non-compliance
                                                                        issues. Some
                                                                        improvement suggestions
                                                                        to be introduced by Dec
                                                                        2010.


Our Plan – Coroner Service.
Our strategy is focused on
 positive leadership
 having the appropriate staff
 member support                         NB: The actions listed are completed in consultation
 focusing on people                     and partnership with HM Coroner for Hertfordshire,
 partnership working                    who has statutory responsibility for aspects of the
 equality
 seamlessness and synergy
                                         provision of the Service.


Action                                                         When / By      Who (overall
                                                                              responsibility)
To ensure effective service delivery within financial limitations. To identify efficiency savings.
Extend Body Removal contract for 2 years.                        Nov 2011      Michelle Brinkley


Investigate alternative providers of specialist examination      March 2010    Michelle Brinkley
services.
Introduce use of web based IRIS (Coroner Service                 Dec 2010      Michelle Brinkley / Julie
database).                                                                     Westwood



Statutory Services – Service Plan 2010/11
                                                                                           Page 20 of 24
To make available to the bereaved the general public and other stakeholders, up to date
information on external bereavement services.

Maintain stocks and develop variety of external bereavement   Ongoing       Michelle Brinkley / Susan
services information leaflets.                                              Pick
To investigate all sudden deaths effectively, efficiently and impartially. To expedite the
completion of the investigation, the release of the deceased’s body and the holding of the
inquest, in accordance with the Coroners Act 1988.

To have input into the multi-agency response to child and     Ongoing       Julie Westwood / Michelle
infant fatalities and contribute to the published guidance.                 Brinkley
Maintain records of and compliance with Human Tissue Act      Ongoing       Michelle Brinkley / Susan
                                                                            Pick
Implement changes in compliance with legislative changes in   Ongoing       Michelle Brinkley
the Coroners Act as necessary
To treat the bereaved and members of the public with consideration during the investigation and
the inquest hearings.

Complete the survey of attendees to inquest                   August        Bev Green / Michelle
                                                              2010          Brinkley
To hold inquest hearings at an appropriate venue and they will be properly managed. The
hearing will be held in accordance with the Coroners Act 1988.

To project manage the Potters Bar Rail Inquest                Sept 2010 Michelle Brinkley / Ray
                                                                        Brown
To work in partnership with other organisations and agencies in order to secure the provision of
the best response to and investigation of sudden deaths.

Work with police to introduce electronic sudden death form    March 2011    Michelle Brinkley / Ray
communications.                                                             Brown
Review standardised electronic presentations for police       August        Ray Ayres/Susan Pick
probationers training given.                                  2010
Review Information leaflets produced by the service.          November      Michelle Brinkley
                                                              2010
To respond effectively to major incidents and multiple fatalities

Review service protocol for response to major incidents and   Ongoing      Michelle Brinkley Julie
mass fatalities.                                                           Westwood Ray Ayres
To ensure that we have enough staff who are competent, knowledgeable, trained, supported and
provided with adequate guidance to carry out their job effectively and efficiently.

Monitor and maintain adequate staffing levels and workloads   ongoing      Michelle Brinkley

To robustly assure and improve the quality of all our work by monitoring, auditing and reviewing
our services, and through capitalising on the views, comments, compliments and complaints of
the bereaved, partner organisations, agencies and other stakeholders.
Implement suggested ISO improvements                        Dec 2010 Michelle Brinkley
To review all HCS Policies and Procedures as per schedule.    Ongoing      Michelle Brinkley / Amanda
                                                                           Peckover
To contribute to the production of the Statutory Services     March        Michelle Brinkley / Helen
Service Plan.                                                 2011         Leary
To represent the service in national forums including MoJ.    Ongoing      Michelle Brinkley

Statutory Services – Service Plan 2010/11
                                                                                        Page 21 of 24
Local Land Charges Unit and Highways Network Support Services
Team.

The Local Land Charges / HNSST budget for 2009/10 was £121,550 and generated an income of
£212,237.

The service is managed by Head of Local Land Charges and HNSST Teamleader.


Year                                                   Number of Searches completed.
2003/04                                                26138
2004/05                                                21836
2005/06                                                21178
2006/07                                                22302
2007/08                                                17299
2008/09                                                7152
2009/10                                                11479

Performance against previous Service Plan actions:


Action                                               When /      Who (overall      Progress
                                                     By          responsibility)


To ensure effective service delivery within financial limitations

To respond effectively to the current housing        Ongoing     Barry Livesey     Ongoing
market conditions.
To respond effectively to the introduction of        Ongoing     Barry Livesey     Ongoing
HIPs and the subsequent reduction in workload.
To maximize income and deliver a balanced            March       Barry Livesey     Achieved 2009/2010
budget.                                              2010
To explore developments of the service.

To contribute to the review of Highways Support      July 2009   Barry Livesey     HNSST joined
Team. To explore the rationalization of services                                   Statutory Services
and the co-location of Local Land Charges Unit                                     September 2009.
and Highways Support Service.                                                      Co location should
                                                                                   take place early
                                                                                   2010.
To explore dealing directly with Personal Search     March       Barry Livesey     This is now in place.
Agencies. .                                          2010                          Land Charges deal
                                                                                   with approximately
                                                                                   10 personal search
                                                                                   companies. In
                                                                                   2009/10 processed
                                                                                   approx. 2500
                                                                                   searches generating
                                                                                   a income of £35,000.




Statutory Services – Service Plan 2010/11
                                                                                         Page 22 of 24
     Our Plan – Local Land Charges and Highways Network Support
     Services Team.
     Our strategy is focused on
      positive leadership
      having the appropriate staff
      member support
      focusing on people
      partnership working
      equality
      seamlessness and synergy

     Action                                                        When / By          Who (overall
                                                                                      responsibility)
     To join Land Charges with HNSST to form one effective         March 2011         Barry Livesey
     unit and maximise efficiency savings                                             Jolanta Duraj
     To develop Policy Register for the combined unit to           March 2011         Barry Livesey
     establish clear processes and protocols.                                         Jolanta Duraj
     To combine Common Land Searches into the new unit             December           Barry Livesey
                                                                   2010
                                                                                      Jolanta Duraj
     To manage the challenge of the Environmental                  Ongoing            Barry Livesey
     Information Regulations and strive to maintain the
                                                                                      Jolanta Duraj
     income stream.
     To continue to respond to current market conditions           Ongoing            Barry Livesey
                                                                                      Jolanta Duraj

     County Council Elections.
     Statutory Services is responsible for the delivery of County Council Elections and By-elections. Copies of
     Full Electoral registers are held and maintained by the department.

     Performance against previous Service Plan actions:

Action                                                When / By     Who (overall         Progress
                                                                    responsibility)
To co-ordinate District and Borough Councils in       June 2009     Steve Charteris      County Council Election
                                               th
the delivery of the County Council Election (4                                           was well organized and
June 2009).                                                                              delivered a full result
                                                                                         June 2009.
To co-ordinate the ‘results service’ at County        June 2009     Steve Charteris      Result service was well
                   th
Hall, Hertford on 5 June 2009.                                                           coordinated.

To maintain and securely store Full Electoral         March 2010    Steve Charteris      All registers stored and
Registers.                                                                               disclosed in accordance
                                                                                         with statute.
To co-ordinate by-elections as required.              March 2010    Steve Charteris      2 By-elections during
                                                                                         the period.




     Statutory Services – Service Plan 2010/11
                                                                                                      Page 23 of 24
     Our Plan – County Council Elections.
     Our strategy is therefore focused on
      positive leadership
      having the appropriate staff
      member support
      focusing on people
      partnership working
      equality
      seamlessness and synergy




Action                                                     When / By    Who (overall
                                                                        responsibility)
To maintain and securely store Full Electoral Registers.   March 2011   Steve Charteris

To co-ordinate by-elections as required.                   March 2011   Steve Charteris

To assist in the preparation of the Census 2011. SC to     March 2011   Steve Charteris
operate as HCC Census Liaison Manager.




     Statutory Services – Service Plan 2010/11
                                                                                    Page 24 of 24

								
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