Showing posts with label #KickOutCapita. Show all posts
Showing posts with label #KickOutCapita. Show all posts

Wednesday, 2 February 2022

At last - Barnet Tories admits that it got the Capita Contract wrong

 Ok, first a confession. I know nasty Barnet bloggers are not meant to say things like this, but I'm starting to like Peter Zinkin, chair of the Barnet Finance, Performance and Contracts committee. I've dealt with quite a few Barnet Tories over the years. Some, such as Mike Freer, Dan Thomas, Brian Coleman, Robert Rams and Reuben Thompstone are aloof, condescending and lack respect for the public. Some are ok, pleasant, treat the public with respect and you can have a chat with them after as normal human beings. I'd include Brian and Kate Salinger, Richard Cornelius, John Hart, Hugh Rayner and Sachin Rajput in this list. It's nothing to do with their personal politics, its just an observation as to how they treat the public in their role as a councillor. I have to add Peter Zinkin to the second list. Unlike John Hart, I've not had a cheeky pint in the Bridge, swapping jokes, but he takes his job seriously and is respectful to the public as committee chair. Myself and John Dix asked questions of the committee and I have to confess, both John and I got straight and candid answers to several questions. 

I asked two questions, on agenda items 7 (Capita Contract) and 8 (Chief Financial Officers report). The way the committee works, is that they provide a written answer and then you get the chance to ask a question on the agenda item. A maximum of two question are permitted and the questions can be no more than 100 words long. At the meeting, you are allowed to ask a follow up question if you are not satisfied. There used to be no limit, with just a 30 minute time limit on the questions. 

I was first up and I thought I'd push my luck a bit. As I detailed in this blog, I was very upset at the late publication of the reports. This meant that it was impossible to properly review them, One report missed the deadline for questions altogether. It is unacceptable. I started by stating that I thought it was unacceptable and that the council should have a mechanism for dealing with questions when reports are late. Strictly speaking, this question was out of order, but Councillor Zinkin not only accepted the observation, but agreed with the Labour group leader Barry Rawlings that this should be raised with the Constitution committee so that a proper mechanism for dealing with this scenario could be introduced. 

I have to admit, I was surprised. It is rare for anything a blogger says in Council to be accepted, but it was most welcome. I realised that I might not have quite as frustrating evening as I expected. Next up, I asked a question about the Capita contract extension. I read the final sentance of the answer out. "As stated in the report, the financial and commercial elements are complex and further work is required to ensure that any recommendations are based on a sound understanding of the cost and budget position." 

I aked  whether the Barnet client side organisation was "too thin". For those unfamiliar with council speak, this means that there are not enough qualified people montoring Capita. Councillor Zinkin shocked me with his answer. He admitted that big mistakes were made in 2014 when the contract was set up and yes, the Council team was too thin to do its job, meaning that Capita had got away with murder (not his words). Of course, now everything was fine and dandy and the fact that the deadline for renewing the contract had been missed was nothing to do with lack of resources and the fact that it wouldn't be done until after the election (something I'd suggested was a time bomb for the incoming adinistration) was purely because they were doing such a good job. Councillor Zinkin suggested that he was surprised I could make the "Time Bomb" accusation and that this was most unfair. I replied that they've known the timescales since the contract was signed and had plenty of time. I am not sure whether the fact that renewal has been pushed until after the election is a happy coincidence or a clever political ploy by The Tories. All I know is that it is very handy for them. It would be nice if Labour state that the delay will give a chance to do a proper review and being services in house if this will save money. I don't expect this to happen. 

We moved on to Item 8, the CFO's report. It gave me a chance to raise the fact that a single question of less than 100 words makes scrutiny impossible. I admitted I'd misunderstood the wording of the report, but pointed out that the late submission meant there was little time to read the report and cross reference with other reports, as Councillor Zinkin suggested. I stated that the report should give details of costs of slippages. Councillor Zinkin suggested that this info was detailed elsewhere. He also made the offer of the opportunity to go through the reports with a Council Officer. I will be contacting Mr Reasonable to see if he would participate. To be honest, his input would be invaluable and would massively improve scrutiny. In all my time attending meetings, this was the first time such an offer has been made and it is hopefully a sign that after a decade of hostility to the public, we are entering a new era. It will be very interesting to see how this progresses, whoever wins.

Next up, we had Mr Reasonable with three questions. He started by informing Councillor Zinkin that he agreed with me. Project slippage had inherent costs. These needed to be accounted for. John works on large infrastructure projects and understands that interest and finance costs need to be monitored if things are slipping, which they clearly are.

He'd done one of his usual insightful blogs on Monday, detailing how Capita were not providing value for money to Barnet residents. His first question, on the Capita report was a simple one. Would the Barnet Tories please stop making claims about savings, when they are unprepared to provide any evidence to back these claims up. I'm not sure whether Councillor Zinkin agreed or just sympathised. I've listened a couple of times and I'm not entirely sure.

The next two questions concerned the Brent Cross West station development. I had a chat with John before the meeting about this. We share a view that it is right and proper that a station is built. We also have no problem that the council is helping to finance it. His problem (and I agree 100%) is that the council is funding it, taking 100% of the risk, but will share the profits (if any ever arrive) with the developers of Brent Cross. This is absolutely bonkers. When the project was conceived, the world was different, people actually used trains to go to their office every day. I suspect that whatever happens, it will be a long time before such things happen and there is a healthy income stream. However, if the UK is to deal with the challenges of climate change, we need to maximise public transport usage. This means projects like this. John was keen to see the risk properly assessed and included in the council's accounts. There was a degree of acknowledgement that this was a good point. We will see if it is actually actions these.

I stayed for the Capita report. Labour asked for disclosure of various figures, so the public could be informed going into the elections. A vote was held and the Tories rejected the proposal on the chair's casting vote. There was also a dispute when a Labour Councillor read an FoI response that named and shamed a council officer. Councillor Zinkin was enraged. He stated that he did not want councillors demonising officers in his committee. Labour Leader Barry Rawlings (who since I last saw him has grown a huge beard and looks like Santa Clause, without a red suite though) stated that as it was an FOI repsonse, it was in the public domain. I often think the Council would be a better place without political parties. Most of the councillors are reasonable human beings. They are forced to put their hands up all of the time to pass motions they disagree with. You can always tell when they are doing this as they refuse to make eye contact. I'm not sure what they really think they are achieving (beyond preservation of jobs and allowances for themselves). I find it frustration. The council would work so much better if it was open and transparent. This happens in the USA where all public contracts are fully published. I don't buy the concept of confidentiality in commercial contracts. I'd like to see it all published. That way competetors would know where they went wrong and try and be more competetive. I understand that many aspects of what the council do (social work, etc) should be private, but there is no excuse for hiding how money is spent. 

I recorded the question time for posterity. If you are interested in these discussions, there are some rather interesting points in there. The Barnet Eye was the first blog to video a Council meeting. Sadly, since the demise of Dan Hope, people don't bother so much. It is a shame, as we really should care. The decisions made in Council affect how much tax you pay, how well your roads are fixed, how your children's schools are run, whether stations are built, how you will be treated in social care if you need it. I could go on. Councillors get paid a minimum of over £10,000 a year to attend these meetings. You pay that, surely you should care what they do?

One interesting thing. As I was leaving, I was approached by the Council officer who was the author of one of the late reports. They explained that the report was ready on time, they take great pride in getting reports produced promptly, but was withheld as it was also relevant to another meeting and was released after this meeting had been held. They were at pains to insist that nothing was untoward. I take that very much at face value, but as the council agreed, in such circumstances, there should be a formal process for delaying the deadline for questions.


Tuesday, 16 November 2021

Comment - How about saying sorry? Barnet Council to start to #Kickoutcapita

 Success has many parents, failure is an orphan. Today Barnet Council have announced the start of the process to 'insource' services from Capita. The One Barnet project has been a stunning failure, provided awful service and has cost hundreds of millions more than anticipated. As someone who campaigned, made films, helped organise meetings, marches, etc, it gives me little pleasure to be proven right after the services have been decimated. But hey ho, here we are. 

The statement is on Barnet Council's website. Here it is in full

Five outsourced council services expected to return in-house following Capita contracts expiry

Published:

Five council services currently delivered by Capita for Barnet Council will return in-house once their contracts expire in 2023, if proposals for a change in service provision are approved by the council’s Policy and Resources Committee next month (December).

Barnet news

Barnet news

Recommendations for the future delivery of some services currently outsourced by Barnet Council to Capita are expected to be confirmed by the council’s Financial Performance and Contracts Committee, which will meet on 23 November. These proposals will then be decided by the Policy and Resources (P&R) Committee on 9 December.

Five services have been earmarked for return in-house to Barnet Council. The first would be the council’s back office Recruitment service, which would return in February 2022. Procurement, Regulatory Services, Regeneration, and Highways would then transfer during 2023, once their contracts expire.

The report to the Financial Performance and Contracts Committee also confirms that proposals for extending the contracts have been received from Capita and are currently being evaluated by council officers. These proposals cover four services which are still under review, where it is expected that there will be short contract extensions of one or two years. These are Accounts Payable/Integra, Payroll, Estates, and Cemetery and Crematoria.

Five more services – IT, Revenues and Benefits, Planning and Development Control, Building Control, and Land Charges – are being considered for longer extensions of two to three years.

A joint spokesperson for Barnet Council and Capita said: “Barnet Council and Capita have carried out a formal review of the services Capita delivers in the borough. This is standard practice for any long-term contract.

“Many of the services were contracted 10 years ago and have been reviewed to ensure that they continue to deliver the best possible service for people in Barnet. Innovation is at the heart of service improvements, and the review looked at how best to achieve this. The Financial Performance and Contracts Committee has previously agreed a direction of travel for each service, including the expectation that some services will return in-house, and that some others are likely to remain with Capita.

“Barnet Council is committed, with the support of its service partners, to delivering top-quality services that make the borough a better place to live, work and study for all.”  

According to a financial assessment conducted by the council, the return of the first five services will be affordable and, overall, will not result in additional costs to the council in running these services.

Capita’s extension proposals are now being evaluated by council officers and a further report will go to the Financial Performance and Contracts Committee in February 2022.

Like his Boss, Boris Johnson, Conservative Council Leader Dan Thomas is not one for an apology. He's 'hidden in the fridge' for the statement, leaving it to an anonymous spokesperson. Whilst success has many parents, abject failure is an orphan. I just hope that the people of Barnet see sense next May. I daresay that the current administration are hoping everyones forgotten by then.  


Wednesday, 10 November 2021

Why does Barnet Council have such faith in Capita?

Barnet residents have been plagued for years by the poor service delivered by Capita PLC. This blog has, in the last year, detailed badly maintained local cemeteries, failing phone systems, problems with environmental enforcement and planning to name a few rather major issues. When Barnet Council signed the Capita contracts, we were promised better services at lower costs. Fellow Barnet Blogger Mr Reasonable has demonstrated that costs have gone through the roof and Barnet's deal is not good value for the taxpayer.

I speak to Conservative councillors quite regularly. Quite a few are happy to chat, strictly off the record about the problems the council is having. Many have admitted that the Capita deal is not working well, where we disagree is that they have an ideological attachment to the concept of outsourcing, so they simply cannot admit that it's all gone wrong and they should bring it back in house. The best any has managed is to claim 'some aspects are working in a satisfactory manner'. I am not wedded to any ideology, I'm an engineer by trade, so I simply want what works. I recall a joke my Dad used to tell. He said that when he was in the RAF, he joined up with his squadron and as an officer was asked which of three engineers would he like to service the engine on his plane. There was a white engineer, a black engineer and an Indian engineer. He replied "the one who's planes came home last night". His view was that when your life depended on it, you want the best person for the job. 

Does Barnet Council have the best people running its services. Last month, the Barnet Post ran an interesting article on their failures.  There was an interesting quote from the Leader of Barnet Council.

“The extra money that Cllr Mittra is quoting is not an overpayment. It is extra work commissioned by the council in addition to the core contracts we have with them as well as entitlements they receive under the contracts.”

How much are we talking about? The article states that the council had paid Capita £551.81m, which is £217.93m more than the “total contract value” of £333.88m.

Capita stated “Barnet Council is committed, with the support of its service partners, to delivering top-quality services that make the borough a better place to live, work and study for all.”. 






These pictures were taken in Capita run Hendon Cemetery earlier this year. Does this look like what you might call a 'top quality service' I live in Barnet, I've seen no evidence that Capita have made it a better place to 'live, work and study'. Have you? 


When they first engaged Capita, Capita were viewed as a dynamic and profitable company by the City. They were seen as a can do company that delivered innovative solutions. I used to have Capita shares. I was advised that their involvement in the congestion charging project would deliver huge profits (it did). I sold them when they signed the One Barnet contracts. What has happened to the City's view of the company since then?

It seems that having the odd scruple about what I invest in has done me a big favour. Capita have an appalling track record in Barnet, their share price has fallen through the floor. The only people who seemingly still have faith in Capita are the Leader of the Council Daniel Thomas and his merry bunch of Conservative councillors. You will notice on the bottom of the graph a note warning that "Short term performance of less than one year is a pretty unreliable indicator".  As you can see, there is a long term trend.  This is the company that holds the basket that Barnet Council has put all it's eggs in. 

Back in 2018, we launched the Kick Out Capita Campaign (when their share price was falling but nearly three times higher than today). Allen Ashley and I recorded a song with The False Dots and got Rapper Arjay to do a Capita Rap over the middle eight. Have a listen if you've got a minute.

Wednesday, 14 July 2021

London Borough of Barnet Capita contract renewal consultation

Last night I attended a focus group to give feedback on the performance of @CapitaPlc in @Barnetcouncil with @Brokenbarnet and @ReasonableNB amongst others.  It is fair to say that our group were what could be described as Capita sceptics. I missed the first 20 odd minutes as I had it problems. When I joined, it was clear that there had been a rather interesting discussion on the whole matter. The focus group was being consulted as the Council's contract with Capitais being reviewed with a view to renewal. From last nights meeting there were three main takeaways for me 

The first of these is that if this scheme had worked, the @BarnetTories  would be crowing about it - click the link and see if you can find a mention. Their silence is deafening. Where are the benefits? Where are the real savings? If you had a flagship policy, which One Barnet and the Capita contract was, after six years, you should have something to shout about. 

The second is that local people have lost all faith in vital Capita Plc run services such as planning and regulation to work for their benefit. Council tax paying residents are the last consideration when developers can make cash and there are fees for the Council/Capita. I have had untold conversations with people who have problems and simply feel ignored.

The third is that the potential for conflicts of interest are there for all to see in the way Barnet is being run. The list of grey areas is seemingly endless. When a private company benefits from fees for planning applications, surely overdeveloment is inevitable? Back in 2011, Dr Julia Hines wrote a guest blog on this subject. It is worth reading. More or less every concern Julia listed, as well as many she didn't, have come to pass. Julia said "
What about the situation where a planning officer is headhunted from Company X by another company who wants to develop in Barnet? Employment terms restricting where someone can work are very narrow and notoriously difficult to enforce."
This very point was raised once again last night, ten years later. We have seen it happen time and time again. Theresa Musgrove mentioned that there is a local planning consultancy that boasts it's employees are all ex Barnet employees. 

What puzzles me is that the public elect the council and the council make these policies. Does anyone seriously believe we've elected a council that is concerned for ordinary Barnet residents. If a developer buys the three homes next door to you, plans a monstrosity that is totally out of character and ignores the existing street scene and style, do you expect them to be refused planning permission. In 2002, I was refused permission for a loft conversion, as this would change the street scene (my house backs on to the M1). Does anyone think the council cares about street scene anymore? Does anyone think that if you object to a monstrous carbuncle anyone will listen anymore? IF you do you are bonkers, because planning is now simply about raising money through fees for the council. It is a lucrative business and Capita get a generous cut of the profits from these fees. What could possibly go wrong.

When I got on the call, I was frustrated. I went off on one, boring the pants of the other poor souls on the call. The reason? I'd recently been up to the Hendon Cemetary, run by Capita, to see the graves of my parents. I was horrified. There will be a seperate blog on this matter soon. As a taster, here is what the recent contract review report said
Further review – 
Cemetery and Crematorium 
2.38 The service has performed well throughout the life of the contract and has clearly benefited from the commercial freedoms of being delivered by a third party. The service has been particularly impacted by the pandemic over the last year, but successfully operated a safe and secure service throughout the periods of peak demand. 
2.39 However, this is not a core service for Capita and is the only cemetery and crematorium they run. Whilst this does not present any immediate issues of concern, the potential for them to add further value to the development of the service over the medium-term may be limited.
The cemetery has gone to rack and ruin. Gravestones have fallen over, area's are overgrown, the whole site looks neglected. I made a short film in 2018, it has got worse. My Dad was a WW2 bomber pilot. I feel like I've failed him whenever I see his final resting place. Is that really how we want our loved ones to be remembered. It doesn't have to be like this. Take a little trip up the road to the Mill Hill Cemetery, run by Westminster Council, on Milespit Hill and compare the difference.  Capita's neglect of Hendon Cemetery sums up their attitude. Unless you think the final resting place of our loved ones is unimportant.

Thursday, 30 July 2020

Is Capita working for the London Borough of Barnet?

I really must draw your attention to Mr Reasonables latest blog concerning how the contract with Capita is functioning.

He starts with the following two paragraph
I have been continuing to keep an eye on Barnet's finances during this very difficult time but as lockdown eases I thought to was a good time to start digging a bit deeper into Barnet's finances again, especially as the annual inspection of the accounts is coming up in August.
Click for a readable view of the figures
In terms of the monthly supplier payments it looks like Capita continue to benefit from their contract with Barnet. In June they were paid £12.5 million and this brings the total paid to Capita on the Barnet contract to a whisker under £500 million. When I mention this figure to some people they laugh as they simply don't believe that one council could pay so much money to one company but that is the reality of Capita in Barnet. The table below gives you the detail -----> Click here to read the full article

Mr Reasonable, AKA John Dix has been tracking the contract since it was first conceived. He is someone who's day job involves working with such contracts. As you can see from the figures, Barnet Taxpayers are paying far more than we were lead to believe. As Barnet are contractually tied to Capita, there is no scope for cuts, any cuts will come from other areas. With the Covid19 crisis, council budgets are under pressure as never before. I detect a certain world weariness in John's blog, like John the Baptist, a lone voice of reason in a wilderness of insanity. We really should be challenging our councillors on this matter. I have refrained from council bashing during the crisis. They have more important things to do than worry about bloggers, but these figures are truly alarming. The cuts will hurt the most vulnerable people in Barnet, deprived children, the sick, the elderly and the disabled. The one area that will not suffer is the shareholders of Capita. I don't believe Barnets councillors are bad people or evil, but they really need to do something about this mess. They cannot bury their hands.

Outsourcing of public sector contracts has sucked money out of the local economy and has not delivered betetr services. I co wrote a song about the dangers of outsourcing with my songwriting partner Allen Ashley - this affects you. You pay more tax and you have suffered from a decline in service quality. I cannot understand how anyone would not want our councillors to get on the case and get this mess sorted out.

.

Friday, 24 January 2020

Barnet Council need your help! We've offered our suggestions

Barnet Council need some help! How do I know? They tweeted it a few minutes ago.




As someone who has spent the last twelve years trying to help Barnet Council to improve their customer service. I have to say that I've failed miserably. When I started writing blogs about Barnet Council, they were rated as a five star authority. This was the highest rating that an authority could receive. The vast majority of services were highly rated and run by in house teams. But sadly, this was all to change. The Leader was Mike Freer (now MP for Finchley). He had a cunning plan. He believed that if you outsource everything, it gets delivered better and cheaper. I first learned of this in 2007, when they outsourced the Meals on Wheels service to Sodexho, a large multinational company, who put the lowest bid in. I'd not paid much attention to the Council before. Sadly for me, my mother relied on this service for her lunch. On the day of the new service, it didn't turn up. My mother lived independently and paid for the service. Due to various medical conditions, she needed regular meals, and this was a massive issue for her. Previously she'd known exactly what time the delivery would be made and would be ready for it. The stress caused by this was immense. I found out that the delivery round said that they would deliver 40 meals in two hours. This was simply impractical. Calls to councillors, letters to the press and my wife dropping in dinners got us through. But it was awful for the residents who relied on it and didn't have stroppy kids to make a fuss and a daughter in law down the road. I realised that there is more than a financial aspect to these cuts. If you didn't know why I feel so passionately about the subject, you do now. A year later, in early August 2008, my mother died. As I had become a vocal critic of Freer and his policies, he responded to the news of my mums death by publishing a comment on his blog about "Armchair critics" "cossetted by family money". I was appalled by this. When challenged, Freer told the editor of the Times that the comment was aimed at no one in particular.

What I didn't realise was that this told a story that we would see played out time and time again. The story was one that the Conservative administration had no respect for the views of local people and did not want to listen to what they wanted to say. Freers masterplan to outsource the council services became the "One Barnet" programme. Wheras previously the people who ran the services, answered the phones for the council and kept an eye on the finances were locals and had a vested interest  in doing the job properly (if they didn't they would suffer bad services and higher costs as well).

Under the previous Labour/Lib Dem administration, much work had been done to engage local people. The reason was that the administration believed that by involving local people, the council would be better able to deliver services. The flagship of this was the 'Local Area Forum'. These meetings were packed, with dozens of questions from often disgruntled residents. Councillors and officers had to face the music and often didn't enjoy this, however issues got raised and dealt with.

I started blogging for the Barnet Times in May 2008. This blog I wrote for the Times details just how engaged the public were. I have included an extract.


https://www.times-series.co.uk/news/3690069.the-big-match-councillor-brian-gordon-meets-his-nemesis/


And on, by this time it was 7.45pm (meeting started at 6.30). We were only up to question 17 out of 38. Councillor Gordon was starting to look worried. Not only might he not be home for cocoa at 8.30pm, he may not be home for Rosh Hashana. Up stepped Mrs Cohen. Her question was 2 1/2 pages long and had points a through to i. Now I have to confess that yet again I couldn't hear what she was on about. Not only that, but the 2 1/2 pages of notes only give the faintest clue. It seems she's unhappy with some aspect of the council's policy regarding a neighbour carrying on business at a private address. That is only a small part of the story though. 
It seems much of the juicy detail was removed from the notes we got. Mrs Cohen was unhappy. After approx 20 minutes of her giving us the full text of her question, she noticed that Councillor Gordon was chatting away to Ian Caunce and completely ignoring her. Was she prepared to stand for this, no she wasn't she gave him a piece of her mind in no uncertain terms. Councillor Gordon responded that he'd listened to every word she'd said. Now either he possesses the hearing abilities of Superman or he's telling porkies, as she was completely inaudible apart from the odd "disgraceful" or "unacceptable". Anyway thoroughly chastised by his nemesis he tried to maintain focus. As to Councillor John Hart, for the entire meeting he had not uttered a word. As Mrs Cohen made sure we were all aware of her grievance I became fascinated with his demeanour.

I suspect that the good councillor is not actually a human after all. He has the aura of a Jedi Knight. He sits there stoically saying nothing, but seemingly fighting an ever more desperate battle to not cross to the dark side. He clearly realises that he could simply snuff Mrs Cohen out using "the force" but then he'd no longer be a good guy. If Mrs Cohen disappears and a black caped knight in a welding helmet strides through to the next council meeting we know that the dark side won. On Mrs Cohen ploughed. At some point she realised that Leslie Feldman, the planning officer wasn't paying attention either. In she went, verbal daggers swinging. Councillor Gordon tried to defend the honour of Ms Feldman, but was dispatched with a swift comment along the lines of "I've already dealt with you, little man, be quiet". On she went. It was clear that council officers had ignored her. It was clear she was unhappy. At this point, she noticed that the third council officer (sorry, didn't catch his name) was also not paying attention. "Look at me when I'm speaking to you" she bellowed. Councilor Gordon said "This is not the forum to raise this". Mrs Cohen yelled back "I am a resident, this is the residents forum, you have to listen to me. It's not your forum". Councillor Gordon slunk back. 

 I highlighted the second last sentence, because this was the key point. Mrs Cohen wanted the council to listen and she had attended as it was her forum. This all soon changed. The forums rules were amended so that questions had to be submitted well in advance and were limited. Now no one bothers with it at all. No more 38 questions and councillors missing their cocoa.

Residents also used to have the right to ask detailed questions at council meetings. Last year, the first act of Councillor Thomas on becoming the new leader was to pick up what Freer started. Questions at meetings had to be less than 100 words long and there were restrictions on the numbers that can be asked. I've given up going to Council meetings. What is the point? How can you get a sensible answer for a budget of thousands of pages in one question of 100 words? I feel that by playing along with this charade legitimises it. But the point I am making is that the council has wilfully cut itself off from the people. Moving out the staff who engage with the public to other parts of the country has resulted in their being no civic pride. Destroying the local forums has ensured that the likes of Mrs Cohen, who was not at all political, just a disgruntled resident, are ignored. For what? So Councillors and officers get and easy time. As for questions at meetings, councillors have made it abundantly clear that they are not interested in what residents have to say.

Where has this lead us? Now the council want to set up focus groups. This is to replace the honest, open engagement that used to exist. But this is a very different beast. It is not real engagement, where the council don't know and can't control the agenda. It is a slick PR exercise that will cost a fortune and deliver nothing.

Of course there is a simpler and cheaper solution. I tweeted  as much. Fellow blogger Mr Reasonable then spotted that the council actually see a bad telephony service as a way to save money.

You don't need a focus group, I have a simple plan

1) #KickOutCapita 
2) #StopGaggingResidents 
3) Revert to the pre 2010 format for local area forums.

You couldn't make it up. If you made it into a comedy sketch, people would claim that it was too unrealistic to be funny.

My band, the False Dots wrote and recorded a song to document how outsourcing is destroying public services. We made this video to mark the launch of the #KickOutCapita campaign. I think it sums it all up. Have a listen.








Tuesday, 15 January 2019

How Barnet Council and Capita insult the memory of our loved ones at Hendon Cemetery

If you have ever wondered what privatisation means in practise, when it comes to Council services, you need look no further than Hendon Cemetery. I visit this regularly. My parents and grandparents are buried there, as well as Aunts, Uncles and some of my best friends. When my Father was buried there in 1987, it was spotless, a feature of civic pride. I felt it was a fitting place for my Father to be laid to rest. He was an RAF bomber pilot (you can read of his heroism here - http://aircrewremembered.com/tichborne-lawrence-franklin.html ). I always hae felt that if I was a tenth the man my father was, I'd have done alright in my life.

In 2014, as part of the outsourcing contract with Capita, Barnet Council came to an agreement with Capita to run the cemetery. The idea was that Capita could turn my father's final resting place into a cash generating pot of gold. You may wonder how you make more money out of a Cemetery. Sadly there are three ways. The first is that you cut back on maintenance. The second way is that you charge people more to bury their dead and the third is that you rent it out for events and TV/Filming. Sadly Capita have vigorously persued this. Last April I made a short film detailing the neglect inside the cemetery. I hoped that this film would explain one of the reasons I allowed my name to be put forward to run as a candidate in the local elections.


I am sorry to report that it is no better today. Today I posted a series of tweets showing just how awful the external appearance of the Cemetery from the road appears. Are Barnet Council and Capita really happy to have this as an advert for how they run things and treat our dead loved ones.


Capita Mausoleum
Have a look at this thread. Perhaps the most appalling thing of all, from my perspective was the shoddy, laminated advert for slots in the Mausoleum. The worst of all of these is this one, adertising slots in the mausoleum for £10,000 for a hunded year lease on a slot.  I showed my wife this picture and she said "That is really tasteless, how can you think that's funny". She had thought that this was something I'd knocked up as a joke. I am sorry to say that it isn't. I have never seen anything as ugly in all my life and to take a shoddy picture, laminate it and stick it over the previous, tasteful opening hours time is sickening.

It really doesn't seem to occur to Capita or the Conservatives who run Barnet Council that many people who visit the cemetary are elderly people who just want quiet time with a loved one. They need a large, clearly written sign with opening hours on. Sticking these shoddy signs over these details is simply irresponsible.

How do you think I feel when I see this as I go to pay my respects to my father and mother. Let me tell you. I saw this and turned around and went home. I was simply no longer in the right state of mind to spend any time with my parents memories. I was bloody furious, so I came straight home and wrote this f'ing blog. If ever you wonder why I do all this, just think for a second how I feel today.

And you know what makes me sadder than anything. I used to want to be buried there next to them. I have changed my mind. Now I wish to be cremated and have my ashes scattered over Areendene. I'm sure that sooner or later the Tories and Capita will ruin that as well, but at least I won't die knowing I'll be lining the pockets of such sickening leeches.

Thursday, 13 December 2018

Capita reject the Grant Thornton Audit Report as incompetent

This morning my attention was drawn to an item on the Barnet Council website that has just appeared. It is the full, unredacted Grant Thornton report into Capita's cock ups

Perhaps the most worrying aspect of all is the response from Capita

Capita statement in response to Grant Thornton report

Capita wholeheartedly refutes the conclusions of this highly caveated and limited report, which Grant Thornton themselves admit is not a comprehensive formal audit. 

The report’s conclusions regarding financial controls across the council and Capita’s CSG and DRS contracts have not been independently verified, are not underpinned by clear evidence, and in many instances seem to be based on opinion and hearsay. 

Capita accepts that this case highlighted failings, which we have worked in partnership with the council to overcome. All the actions raised as a result have already been delivered by Capita and are in the process of being audited. We are committed to continue working with the London Borough of Barnet to deliver all of the activities in its rectification plans to achieve improved financial controls across Re, CSG and the Council. 
This is clearly the most crass example of an organisation in denial that I have ever seen. Does it not occur to Capita that Grant Thornton are independent? Furthermore, they call into doubt the professional competence and integrity of Grant Thornton. There are only three possible conclusions that can be drawn from this statement.

1. Grant Thornton are incompetent and Barnet Council should commission a new report from a company that is recognised as capable of doing the job and not presenting "opinions and hearsay" as fact. If this is the case, Capita should demand that a new report is commissioned by a company that can be deemed "independent". If this report exonerates Capita, Grant Thornton should pick up the tab. If it confirms Grant Thorntons findings, then Capita should issue an apology and pick up the tab.

2. Capita have issued a defamatory statement that is both misleading and libellous. If this is the case, then presumably Grant Thornton will sue Capita (and possibly Barnet Council) for publishing it. No potential customers of Grant Thornton could possibly consider working with a company that has such serious doubt cast on its professional integrity.

3. Both Grant Thornton and Capita are equally culpable. Capita have failed to deliver the services that they were commissioned to provide and Grant Thornton have failed to provide a competent assessment of the failings. The only way that this can be proven would be to commission a new, independent report. Should this be proven, then both Grant Thornton and Capita should pick the tab up between them.

It is quite clear what should happen now. Grant Thornton must issue proceedings against Capita for defamation and seek a full retraction and apology. If they do not, they have no credibility. If they do, then Barnet Council will have to await the outcome of the case.

If Grant Thornton do not, then either scenario 2 or 3 are clearly the likely outcomes. Barnet Council should immediately commission a new report from an independent firm and explain that they will expect whoever is found to be incompetent to pick up the bill. If indeed it is Capita, they should be summarily ejected from the Council.

 I have written to the CEO of Barnet Council, Chair of Audit, Leader and Deputy Leader this morning to express my concerns

I will keep you informed of any response


Dear Sirs,

I read in disbelief the response from Capita to the Grant Thornton report. This response, in effect calls Grant Thornton incompetent and unprofessional.  (Financial controls - barnet.gov.uk)




The response states
"Capita statement in response to Grant Thornton report

Capita wholeheartedly refutes the conclusions of this highly caveated and limited report, which Grant Thornton themselves admit is not a comprehensive formal audit.

The report’s conclusions regarding financial controls across the council and Capita’s CSG and DRS contracts have not been independently verified, are not underpinned by clear evidence, and in many instances seem to be based on opinion and hearsay.

Capita accepts that this case highlighted failings, which we have worked in partnership with the council to overcome. All the actions raised as a result have already been delivered by Capita and are in the process of being audited. We are committed to continue working with the London Borough of Barnet to deliver all of the activities in its rectification plans to achieve improved financial controls across Re, CSG and the Council.  "

There are only three possible conclusions that can be drawn from this statement.
1. Grant Thornton are incompetent and Barnet Council should commission a new report from a company that is recognised as capable of doing the job and not presenting "opinions and hearsay" as fact. If this is the case, Capita should demand that a new report is commissioned by a company that can be deemed "independent". If this report exonerates Capita, Grant Thornton should pick up the tab. If it confirms Grant Thorntons findings, then Capita should issue an apology and pick up the tab.
2. Capita have issued a defamatory statement that is both misleading and libellous. If this is the case, then presumably Grant Thornton will sue Capita (and possibly Barnet Council) for publishing it. No potential customers of Grant Thornton could possibly consider working with a company that has such serious doubt cast on its professional integrity. In this case, the Council should call time on the Capita Contract in short order.
3. Both Grant Thornton and Capita are equally culpable. Capita have failed to deliver the services that they were commissioned to provide and Grant Thornton have failed to provide a competent assessment of the failings. The only way that this can be proven would be to commission a new, independent report. Should this be proven, then both Grant Thornton and Capita should pick the tab up between them.
It is clear that Barnet Council need to take this accusation seriously. Unless Grant Thornton seek a retraction and apology in short order, a new report is required that is beyond reproach. At a recent Audit meeting the chair assurred me that Grant Thornton were a professional company with great integrity. Given that Barnet Councils chosen partner and procurement agent have issued such a scathing assessment of their work, this assessment has clearly been called into question. I seek your assurance, as  council tax and business rates payer that Barnet Council will take immediate action to ensure that residents can have confidence in the management of the Capita account. Following this statement, there can be none until either Grant Thornton are exhonourated or a new report has been published.
Regards
Roger Tichborne

Just for the record, I see no reason at all to believe that Grant Thornton have not done an entirely professional job. If Capita can support their assertion, they really will have to provide some serious evidence.

+++++ Updated 20/12/2018
As promised, I said I'd update if any response was received. After a week and a blog berating the council for their rudeness in not replying on Tuesday, I received this belated response

From: Tatlow, David
To: roger tichborne
Cc: Hooton, John
Sent: Thursday, 20 December 2018, 09:00:10 GMT
Subject: Grant Thornton Report - Capita

Dear  Mr Tichborne
Your email dated 13th December has been passed to me by the Chief Executive for response.
It may be the case that the Council holds information which may assist you and I am therefore liaising with Information Services to identify any such information which may be relevant to your enquiry and if available this will be provided to you.
Whether or not the Council holds relevant information I am passing your email to the Director of Commercial Services so that he may take such action as he considers to be necessary.
Thank you for your interest in this matter.
Yours sincerely
David Tatlow
Chief Legal Advisor & Monitoring Officer

We will keep you posted.
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Tuesday, 4 December 2018

Have your say about #Capita running Barnet Council tonight at 6.30 pm Hendon Town Hall

 Have your say about running Barnet Council Join us at the Inquiry Tues 4 Dec, 6.30 pm Hendon Town Hall
Tonight is yoru opportunity to have your say at Hendon Town Hall. Make sure you come along and let Barnet know what you think of how the Borough is being run. Find out why your bins have not been collected. Fnd out where all of your council tax is going.

Tuesday, 13 November 2018

Barnet Council review of Capita Contract - Decision postponed

It is no exaggeration to say that Barnet Council is in turmoil. Following a massive fraud and a scathing external review, conducted by Auditors Grant Thornton, the Council had conducted a review of the Capita contracts and had agreed to take a vote on the various options on 11th December.

Yesterday, the CEO of Barnet circulated an email highlighting the chaos to Conservative and Labour Councillors.

From:  On Behalf Of Hooton, John
Sent: 12 November 2018 11:29
To: Conservative Cllrs; Labour Cllrs;
Subject: Update on Strategic Contracts Review with Capita

Dear Members

I am writing to you to update you on the latest position on the Strategic Contracts Review with Capita, following the decision by Policy and Resources Committee in July to begin the review. A lot of work has gone into analysing the various services involved in CSG and Re and work has also been ongoing on a business case. Ahead of the review coming back to Policy and Resources Committee in December, I wanted to give you an update on our current position and some likely timescales:

  • Three options were presented to Policy and Resources Committee: i) maintain the status quo in relation to the CSG and DRS contracts; ii) reshape the contracts to better align service delivery to the council and Capita’s strengths and priorities, within the context of the existing contractual structure, and iii) bring the partnership to an end, and either bring services back in-house or re-procure them. At that time, the Committee agreed that Option 2 was the preferred option with the information that they had before them at the time, but that all three options should be fully tested, consulted on and considered in a Full Business Case before a final decision was made

  • In developing the preliminary proposals, the committee considered three strategic aims. Those aims are: a) to deliver high quality services; b) to secure best value for money for Barnet’s residents; and c) to strengthen the council’s strategic control of services. These aims remain at the core of what we want to achieve from the review

Since the contracts were let, the environment we operate in has changed considerably, and we are looking at service delivery arrangements to ensure they are as effective and efficient as possible, as well as taking account of Capita’s new strategy announced earlier this year. The partnership has delivered a range of benefits since commencing in 2013, however, there are some  services where performance improvement is needed.
  • To respond to performance issues in some critical services we are proposing to take a report for the Policy and Resources Committee on 11 December, that recommends a phased approach to considering the delivery arrangements for services. It is intended that the report will recommend that Finance and Accounting (excluding transactional services provided from the Darlington shared service centre) and Strategic HR be transferred back to the council by the end of this financial year (March 2019). The ongoing arrangements for these services will still form part of the wider consultation plan.

The arrangements for remaining services are still to be considered and timescales will be confirmed in due course. However, it is also likely that the report will recommend that Highways and Regeneration be reviewed as one of the earlier phases.
  • Finally, the report will set out our proposed approach to consultation to inform the further development of the programme of work. The report will be presented to Policy and Resources Committee on 11 December for consideration and to obtain authority to consult.

I am sure you will continue to have questions throughout the process and invite you to get in touch with any questions, observations or comments.

Kind regards
John

John Hooton
Chief Executive
London Borough of Barnet, North London Business Park, Oakleigh Road South, London N11 1NP
Mr Hooton makes several things clear in his briefing. The first is that the outsourcing of Financial accounting and HR has been a disaster and is being brought back in house as soon as possible. The Barnet Eye believes that this is clearly a very sensible measure as Capita has clearly failed Barnet and the situation is becoming rather embarrassing. Continual delays to vital reports has left the council exposed and at risk of fines for late filing of accounts. The HR function is also instructive, as this at least means the council will have the infrastructure in place for insourcing.

The bad news is that these are tiny cogs in the Barnet Council wheel. The Barnet Eye has discussed the issue, off the record with several Conservative councillors. The picture that has emerged is quite instructive. The newer councillors in the Council, elected in May in marginal seats are highly sceptical of the Capita contracts. Many are still to be convinced that they are delivering value for money. As they are in seats that will be vulnerable at the next election, they have no wish to be associated with a failed project. We understand that there has been a few lively internal discussions.

It is also clear that the hoped for case for continuing the Capita contracts, with clear cut reports has not emerged. As such the Leadership has taken the pragmatic decision to kick the wasps nest down the path and commission some more reports. It reminds me of  a story that my Dad told me about the war. In 1945, there was a general election. He was in the officers bar at the RAF base when the CO walked in. The CO was a dyed in the wool Tory. He picked up the times, noted the headline "Labour to win by a Landslide". He immediately shout to another officer "Pass the Telegraph, lets see if the news is any better in that".

The leadership of the council is now wearing the Capita contract around its neck like an Albatross. I've been reliably informed that they are desperately trying to find parts of the deal that are working well, so that they can ensure that there is a face saving fudge. When I was discussing the matter with a Conservative Councillor, I suggested "why not just bite the bullet now and you've got nearly four years for everyone to forget and make everything work?". He responded that "there are parts which are working and it would be foolish to discard those in a panic mass restructure".

I suspect that the Leadership is hoping that there are enough "good bits" that deliver some sort of savings to justify the whole business. The question is whether Capita will buy into such cherry picking. I've heard that there are aspects of the agreement that are not working for them either. Not least the fact that they know that the Barnet bloggers will not let the matter rest and that they can expect picket lines at AGM's and constant scrutiny. Whilst they are making huge profits, this is worth the hassle, but if all of the bits that make money are stripped out, then is it worth the hassle?

The interesting thing is that everyone I've asked, has been unable or unwilling to name what the good bits are. The usual response is that "it's confidential and I'd get into trouble if I told you". The other mantra is that "there are several areas that did have problems but are substantially improving".

I am intrigued by the note that says that "Highways and Regeneration are reviewed as an early phase". I know a few developers in Barnet who are not massively impressed with the performance of Capita in relation to regeneration projects. As business people, who rely on good advice from the council and efficient processing of planning requests etc, they have felt a real impact on their business. They are also aware that the One Barnet Capita contracts also mean that there is a pre-existing hotbed of antipathy to anything the council try and do. This results in delays, costs and hurdles to jump through. It is slightly ironic to hear business people say that it would be far more straightforward with an in house planning and regeneration team.

John Hooton knows it is an almighty mess. His job is to manage a situation that is unmanageable. He knows that what he needs to do operationally to make the council run properly is kick out as much of Capita as possible, whilst keeping the maximum to spare the blushes of his political masters. A better set of politicians running the council would have ensured that we never got into this mess in the first place. Now we are here, we need some proper leadership. That means taking tough decisions. As Capita are financially vulnerable, there is a huge risk to the operations of Barnet Council. Sadly Mr Hooton has simply bought into a strategy that has kicked the steps necessary to deal with that into the long grass.
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Don't forget to make a date in your diary for The Barnet Eye Xmas party and Community awards at Mill Hill Rugby Club on Fri 14th December at Mill Hill Rugby Club at 8pm. We really hope you can come down and say Hi. Admission is Free.

The False Dots and Republic of Brentford will be performing. Here is a video produced by The False Dots of their Anti Outsourcing Anthem "They Cleared Out Your Desk". A special treat for those of you who love a bit of Ska Music!

  

Monday, 12 November 2018

Barnet Council Leader states that Capita are staying in Barnet

I was shocked to read that the Leader of Barnet Council has announced that Capita are staying in Barnet, ahead of the discussion of the appalling failures of Capita at the Audit committee on November 22nd. Councillor Richard Cornelius told the Ham and High "But, if Unison and Mr McDonnell really want to ‘kick out Capita’, they will have to win an election, find another specialist outsourcer, and raise taxes to pay them."


This statement makes it crystal clear that despite fraud, contract disputes, poor service and non payment of invoices for poor delivery penalties, as far as Richard Cornelius is concerned, Capita are the only show in town. Mr Cornelius fails to recognise that there is the option of a return to an in house service and is completely ideologically wedded to outsourcing. A Capita spokes person, rather ironocally told the Ham & High “Our partnership with Barnet Council has achieved significant financial benefits and we continue to focus on strengthening our performance where we need to, and delivering quality services across the borough.”. The Barnet Eye can understand why Capita are happy to receive the "significant financial benefits" on their balance sheet. It is interesting, though not surpirsing,  that they gloss over their poor performance.


Anyone reading the article may think that there were one or two cosmetic issues with a generally well performing contract, that was delivering value for money for Barnet Council Taxpayers. As our report into the inquiry at the House of Commons last week detailed, there are numerous catastrophic failures of the contracts. To remind readers of just some of the issues that the Audit Committee will be discussing.







The worst instances are as follows (with my comments in red italics)


• (GT1) Develop a Scheme of Financial Authorisation for Re and review of financial roles and responsibilities. This is scarcely believable. The implication that there is no proper scheme of financial authorisation for payments from Re (The Barnet joint venture with Capita) is staggering. It is no wonder that a huge fraud was allowed to occur. As for the implication that the roles and responsibilities for financial control have not been properly sorted out, this is staggering for one of the largest local authorities in the UK.
• (GT2) The list of budget holder authorisers to be updated on the Integra ledger system.
So the council has not been maintaining the list of people authorised to spend public money. As a Barnet Council taxpayer, I cannot believe such incompetence and failure to adhere to even the most basic standards of control of purchasing has been adhered to. 
• (GT4) Improve controls over access and authorisation rights on Integra and Bankline to ensure that any changes made are appropriate to role 
What this is saying is that there has been no proper control over who can access, who can authorise and who can add users etc, for the Councils payment and banking systems. As a council tax payer I am appalled that it seems that any Tom, Dick or Harriet could make payments and add their friends, with no audit in place. In short, this is an accident waiting to happen. 
• (GT10) Develop a master schedule of CPO payments in progress to enable cross checking against payments requested. 
What this is saying is that the Council have had no system in place to cross check expected vs actual payments. There are two ways  this could have a big impact on the council budget. The first is that without such a list, any checking would be extremely costly and labourious.That is assuming that they actually bothered checking payments. Thus far, we've established that there is no adequate control of payment authorisers, no adequate control of payment systens and no adquate controls of what is getting paid. Of course that's all OK, as you the Barnet taxpayer have given Barnet Council a blank cheque to spend your money. 

• (GT11) Develop a clear process for reclaiming CPO and related costs from developers and matching to payments received. 
Any organisation that is managing money efficiently and with due prudence would clearly have such processes in from day one of any outsourcing scheme such as One Barnet. 
• (GT12) Confirm that fraudulent costs have not been invoiced to developers. 
This is rather worrying. They still need to confirm who has paid invoices related to a major fraud. 
• (GT15) Review the adequacy of controls over BACS E-form payments where the purchase order system is not used. 
So at this point, they have yet to review the adequacy of controls of BACS payments (usually standing orders, direct debits and faster payments). Having spent half a million quid on this Grant Thornton review there are still massive holes in the controls that have not even been reviewed.
• (GT17) Develop a process note for journal processing that emphasises the importance of adequate explanation and documentation. 
This is really quite an interesting comment. I wonder how many iterations of changes this statement was subjected to. This states that Barnet Council and their chosen major partner Capita have no culture of providing proper documentation of what they do. This is a massive problem as this means that in the event of Capita being booted out, there will be no instructions or documentation of what they do. In short there is no proper resilience. The statement shows just how deviously words have been twisted so as to paint a "happy picture".  
• (GT21) Capital Budgets to be recorded on the Integra ledger system to improve the accessibility of information to budget holders. 
For those of you who don't know what Integra is ( I was shocked to hear a Conservative Councillor on the Audit Committee ask that question recently) - "Integra functionality includes all the standard financial modules including GL, AP, AR, cashbook, but also includes the E-Series web management tool. This allows users in the organisation to access the Integra system via a web interface to approve invoices, raise sales orders and review the actuals. " What this statement says is that the council hasn't been using its own financial management tool to monitor Capital budgets. You don't need to be an accountant to know what happens if you do not manage and control your budgets. Is it any surprise that immediately after the council elections, the Tory administration revelaed a £9 million budget overrun. 

• (GT27) Prepare documented financial procedure notes for CPO related transactions, provide training to staff and test compliance. 
And finally here is another one of those very highly tuned comments, that hide a multitude of sins. What this implies is that monitoring of financial complaince was found wanting and staff lacked the training to test whether the systems were compliant. What this means in practice is that a competent accountant could under no circumstances sign off anything for CPO related transactions as trustworthy. In short, there is no assurance that your money has been spent wisely.
It is well worth reading John Dix analysis of the current state of play. Mr Dix concluded that the silence from the Council seems to have indicated that they have made up their mind to tough it out with Capita. Now Cllr Cornelius has publicly stated that this is the case and the only way that the course will change is if Labour win an election. It strikes me that Cllr Cornelius is happy to write a blank cheque for Capita. He states that (in his opinion), the only alternative to Capita is an even more expensive competitor option.

Capita share price

When we lobbied the Capita AGM, we were met by Shareholders who told us that the CEO of Capita had said that the problems were because Barnet were incapable of professionally managing the contracts properly.

What Cllr Cornelius seems to be completely oblivious to is the huge elephant in the room. I refer to the fact that Capita is in financial disarray. Their share price has collapsed and they are mired in bad publicity and are going through restructure after restructure. It is not beyond the realms of possibility that the company will go bust.  The Barnet Eye asked the question at the start of the year, what the contingency plan was. What shocked us was that at the time we asked the question, there wasn't one.

In April, I documented the problems I had establishing this and how Barnet Council did everything possible to obstruct my enquiries. It is clear to me that Councillor Cornelius and his colleagues are crossing their fingers and hoping everything will be fine. That is not effective governance, it is a recipe for disaster.

In June, we spoke to residents and made a short movie about what people were saying about Capita. Sadly the people who matter at the Council simply refuse to listen



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Don't forget to make a date in your diary for The Barnet Eye Xmas party and Community awards at Mill Hill Rugby Club on Fri 14th December at Mill Hill Rugby Club at 8pm. We really hope you can come down and say Hi. Admission is Free.