Services offered 2012/13 - Sunderland Learning Hub

• The SSC will monitor in conjunction with the relevant HR Advice team, the usage of theservice by academies and discuss feed back on service usage. This will affordacademies the opportunity for relevant information in relation to the HR/payroll/pensionadministration service of individual academies.• Urgent queries will be dealt with within 24 hours. If the query requires liaison with otherparties, the query will be dealt with as soon as reasonably practicable.• All requests for advice are dealt with promptly and within TEN working days. If the queryrequires liaison with other parties, the query will be dealt with as soon as reasonablypracticable• Issuing of contracts and associated documentation will be dealt within 8 weeks of beingnotified from the academy of the commencement or as soon as reasonably practicable• CRB checks will be dealt with within 48 hours to the CRB agency if all requireddocumentation is correct and present• Correspondence relating to notified changes of circumstances if required, within 2 weeksof the relevant date of change or as soon as is reasonably practicable.• The development and rollout of Shared Service Connect (Sharepoint) site dependantupon ICT infrastructure/organisational structure/terms and conditions• Release of personal files will correlate with the personal files protocol if retained withinthe SSC. If the Academy elects to hold personal files, dummy files only, will be retainedwithin the SSC.• Publication of the organisation’s performance using the Audit Commission’s Best ValuePerformance Indicators relating to the workforce• Compliance with statutory deadlines for P11D,P60, P14, P35, Pensions returns etc. –Target 100%.• Application of pay awards to next available pay period (subject to 21working daysnotification) – Target 100% dependant upon SAP server, configuration and timescales.• Recovery of pay advances in next available pay period – Target 100%.• Processing of all pay related information received within agreed deadlines on the nextavailable payroll run – Target 100%.• The following data will be reported as requested by the customer –1 Number and value of overpayments:i. due to Payroll errorii. due to other error2 Number and value of manual payments:i. due to Payroll errorii.due to other error3 Number of mortgage/ Letting enquiries received and actioned.4 Number of court attachments, CSA, orders received and actioned5 Number of annual reports; P60’s, P11D’s6 Provision of agreed information reports to customersMONITORING AND EVALUATION:• Internal monitoring procedures to ensure uniform quality of advice and support.• Audit Commission Annual ie survey.• Monthly statistics submitted to the Head of Transactional Services in respect of paymentsprocessed within the monthly pay cycle, including the number of special paymentsprocessed outside the pay cycle and details of overpayments.• Academy profile reports issued to all individual academies, which stipulate personal,contractual and CRB information of all academy employees.• Feedback of services through HR/Payroll/Finance meetings/complaints/compliments orsuggestions to improve the HR/payroll/pension service110