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Waverley Borough Council Committee System - Committee Document

Meeting of the Executive held on 11/01/2005
Evaluation of Options for future



Annexe 2
Evaluation of Options for future

OptionAdvantageDisadvantage
I – No change-Good customer service currently-May not fit with Council’s wider customer vision
-may not reflect growth in e- payments
-May not be economical
II –Vary opening hours of current cashier service and/or the availability of cash receipting at all offices-May achieve saving-Confuse customers
-Limited value
-May affect collection rates if no alternative methods are offered as well or current methods are enhanced
III - Increase promotion of current non-cash payment methods and scale ‘over the counter’ cashiering down when cash transactions reduce significantly-May achieve savings in medium term
-could enable development of Customer Services Project
-Lose economies of scale in having central service
-Limited scope to scale down
-May reduce customer service
IV - Option (III) plus introduce new non-cash transaction methods, for example payment cards which are acceptable in other outlets such as the Post Office and Pay Point – keep small scale central ‘over the counter’ cashiering service-good customer service and managed reduction of the Council’s cash handling
-could enable development of Customer Services Project
-set up costs
-transaction costs may not be offset by savings
-Lose economies of scale in having central service
-Limited scope to scale down
V - Eliminate all the Council’s cash handling by developing non-cash methods and establishing arrangements with other outlets and third parties for all cash transactions, including payment automated payment kiosks-may achieve savings
-could enable development of Customer Services Project
-impact on cashiers staff
-viability of locality offices
-reduced customer service
-up-front costs
-impact on staff
VI - Keep cashiering function but devolve cashiers and cash collection facility to service department front-desks at Godalming-may fit with CRM approach
-one-stop service for customer
-impact on staff
-practicalities of postal payments, cash handling, query handling.
-Security over cash






comms/exec/04-05/368
41201