URL: https://democracy.adur-worthing.gov.uk/ieDecisionDetails.aspx?ID=1277

Decision Maker: Director for Housing & Communities

Outcome:

Is Key Decision?: No

Is Callable In?: Yes

Purpose:

Content: To agree to increased spend on an existing contract, and to agree for the funding of the implementation of the software to be covered by the UKPSF.   I have considered all matters in this decision notice and approve this spend as set out noting the significant improvements to the service and reductions in the backlog.   Reason for the Decision:     The Revenues and Benefits teams have had reductions in staffing over two previous reorganisations with the promise of automations being implemented to close the gap.  Automations have not been implemented which has led to backlogs of work.  Current backlogs stand at 3 months for Revenues general work and revenues recovery work 8 months and 2.5 months for Benefits.   The software purchased will automate existing non value add processes such as moves, change in circumstances, and CTS claims which are currently completed by officers.  By removing the need to work on these processes, officers can focus on more complex, person centred work, as well as recovery.     Our Revenues and Benefits teams have been significantly impacted by staffing reductions.  This has led to unsustainable backlogs that directly affect our residents and the council's financial stability. Currently, we face:   Revenues General Work: A 3-month backlog Revenues Recovery Work: An 8-month backlog Benefits Processing: A 2.5-month backlog   To address these challenges, we've identified an automation solution with MRI (our existing software provider) that will save over 28 officer hours per week in the Revenues team and over 100 hours per week in the Benefits team. The total cost for the first year, including implementation, is less than the current staffing costs required to complete this work manually.   Current Annual Spend (Existing Package): £39,512.00 New Annual Spend (Enhanced Package): £50,000.00 Net Annual Increase: £10,488.00   The net annual increase of £10,488.00 will be fully offset from March 2026 onwards by discontinuing our contribution to the current development fund associated with our existing package.  (The development fund is an amount of money the council has been paying to the software provider to help fund the general development and improvement of the software).   A one-off implementation cost of £31,188.00 + VAT (comprising £20,700 for development time and £10,488.00 for other costs) is proposed to be fully funded by the UK Shared Prosperity Fund (UKSPF).  A key feature of this fund is that it can be used for a variety of projects, including those that support economic growth and improve local services, which aligns with the purpose of this software implementation.  This improves the service approach for residents through digital transformation which is focused on automating more services to free up officer time to target those that need support with more complex issues. Alternative Options Considered:    Do nothing: Ever growing backlog  Repeat contact - increasing strain on customer services Strain on team causing additional stress with backlog which leads to increased sickness Delays in responses causing complaints from residents Delay on billing and recovering money Not having resource to focus on other priorities c.28 hours a week lost in Revenues  Over 100 hours a week lost in Benefits if we do nothing   Officers to complete: The cost of the additional workforce needed exceeds the investment required for the automations.  While an initial investment in automation is required, it leads to significant return on investment by improving productivity, reducing errors, and building a more resilient and scalable operational model that can handle future growth.    This implementation of this work is externally funded through the shared propensity fund.  The plans for the SPF was shared with members in April 2025   The increased yearly spend will be covered by no longer contributing to the development fund, and these funds (part of the established budget) to be repurposed to pay for the increase.    

Date of Decision: September 19, 2025