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Service Delivery Plan 2019/2020

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Service Delivery Plan 2019/2020 Registration Service “Professional and Personal” Service Delivery Plan 2019/2020 This plan is intended to provide evidence for the Annual Performance Report to the General Register Office (GRO), part of the Her Majesty's Passport Office. It reports on achievements against objectives and targets as set out in the previous local service delivery plan. It evidences Caerphilly Registration Service’s annual assurance to the Registrar General of compliance with statutory requirements set out under the Registration Acts and in relation to service delivery, performance and public protection and counter-fraud. The service continues commitment to excellent customer service and performance management with monitoring of Key Performance Indicators, whilst adhering to corporate financial plans and seeking to achieve savings. The primary objective of the Caerphilly Registration Service is to fulfil the statutory obligations for the registration of births, deaths, stillbirths, marriages and civil partnerships and to provide citizenship and nationality services. Proper Officer for Registration Jacqui Morgan Registration Service Manager Della Leigh Mahony 1 of 64 Page Content Description Number Part 1 Introduction and Background 1.1 Function and Purpose 4 1.2 Profile of the local authority 5 1.3 Regulation and Inspection 6 Part 2 Service Delivery and Registration Scheme 2.1 Structure 6 2.2 Location of offices and service availability 7 2.3 Staff responsibilities and accountability 8 2.4 Council policy and service objectives 8 2.5 Birth, Death and Stillbirth registration 9 2.6 Marriage and Civil Partnership 11 2.7 Citizenship 13 2.8 Registers and Certificates 13 2.9 Non-statutory ceremonies and services 13 Part 3 Organisation and Finance 3.1 Staffing arrangements 14 3.2 Finance 14 3.3 Achieving savings 14 Part 4 Continuous Improvement 4.1 Services and Processes 15 4.2 Partnership Working 16 4.3 Achieving Service Excellence 20 4.4 Use of IT and future IT requirements 24 4.5 Staff training and awareness 24 Part 5 Objectives for year ahead 5.1 Constraints 25 5.2 Opportunities 26 5.3 Service Improvement Table A. Outcomes for 2018/19 29 B. Actions/tasks for 2019/20 30 C. Performance measures 31 2 of 64 Appendices 1. Service Structure 33 2. Budget 34 3. Table of Fees (Statutory Services) 35 4. Table of Fees (Non-statutory Services) 39 5. Customer Standards 40 6. National Standards & Key Performance 42 Indicators 7. Comments from Customer Surveys 62 3 of 64 Part 1: Introduction and Background 1.1 Function and purpose Civil registration is a vital service that affects everyone at some point in their lives. It provides a name and identity within society; a facility for marriage and civil partnership; evidence of parentage; and evidence of entitlement to inheritance. It also plays a vital role in securing and protecting basic human rights and in supporting community wellbeing and social inclusion. The statistical information derived from civil registration is important to policy making and in allocating national and local resources. Information from death registration is essential to the monitoring of the health of the nation. The activities of the registration service also underpin and support the Home Office's priorities of protection from terrorism, reducing crime and tackling immigration abuse. It is essential therefore that the local registration service (LRS) continues to record high quality information and plays its part in protecting human life and upholding the rights of individuals on access to information. The civil registration service in England and Wales is the joint responsibility of the Registrar General and local authorities. The Registrar General is the Head of the General Register Office and makes regulations and issues instructions to be followed by registration officers in carrying out their statutory duties and has a responsibility to ensure that the provisions of the Registration Acts (the Births and Deaths Registration Act 1953, the Marriage Act 1949 and the Registration Service Act 1953), regulations and instructions are being met. Registration officers are personally responsible for carrying out the duties imposed on them by Acts of Parliament and regulations made under the Acts. They hold a position of trust and responsibility and must ensure that official duties are carried out to the highest standards. Public confidence in the registration service is achieved by registration officers following proper procedures, taking the greatest of care in handling personal and confidential information, and showing tact and sensitivity in dealing with people and circumstances. Registration officers’ actions in discharging these duties are critical to achieving complete and accurate records that are of the greatest importance. The Caerphilly Registration Service (CRS) establishes a permanent legal record of every birth, death, marriage and civil partnership in the County Borough of Caerphilly, authorises and conducts civil marriage and civil partnership ceremonies, issues certificates from all records held, administers the oath and pledge taken by new British Citizens. The Service also provides a facility for the legal preliminaries to all religious marriages but excluding those of the Church in Wales/Church of England except in specific circumstances. Main functions are: • The registration of all births, deaths and stillbirths that occur within the County Borough • Working with the Home Office to deliver its Public Protection and Counter Fraud agenda • Providing facilities for the public to make a declaration of a birth, death or stillbirth that take place in any other district in Wales or England • Advising the public on the procedures for arranging marriages and civil partnerships in England and Wales 4 of 64 • Taking notices of intended marriage and civil partnership from persons resident within the County Borough • Conducting and registering all civil marriages and civil partnerships taking place in any venue registered or licensed for the purpose • Registering religious marriages or civil partnerships on religious premises where required • Notifying various other bodies or authorities of such events where a legal protocol exists to do so • Supporting the Clergy and Authorised Persons registering marriages throughout Caerphilly registration district, monitoring their marriage numbers and registrations and offering training where required • Conducting ceremonies and conferring citizenship on Caerphilly County Borough residents who make successful applications for British Citizenship. • Safe custody of all historic records of births, deaths and marriages dating back to 1837 and issue of certified copies from these records on demand • Inspection and registration of new venues for marriage and civil partnership • Providing assistance and advice to customers on all aspects of registration, citizenship and nationality • Conducting Naming Ceremonies and Renewal of Vow Ceremonies • Providing data for vital work on population statistics and medical research The Registration Service works towards delivering shared outcomes with a number of key partners including the General Register Office, HM Passport Office, The Home Office and UK Visas and Immigration, the Department for Work and Pensions, the Department of Health and other central government departments. 1.2 Profile of the Local Authority Geographical Situation The registration district comprises the area forming the County Borough of Caerphilly. It is the 5th largest local authority in Wales. It covers an area of around 28,000 hectares with a population of approximately 180,000. It lies in the heart of South Wales, just a few miles from Cardiff to the south and the Brecon Beacons to the north. It spans several valleys with the population mainly spread across several small towns and numerous villages. Political Profile Caerphilly County Borough Council is composed of 73 elected members in 33 electoral wards. The Council operates a cabinet style of local government. This creates the political structure for the council, speeds up decision-making and maintains an open, transparent form of community government. A Corporate Management Team led by the Chief Executive, a Deputy and Directors undertake the day-to-day operation of the council’s business. 5 of 64 1.3 Regulation and Inspection Under the current governance arrangements, the Registration Service Act 1953 confers upon the Local Authority obligations and powers in regard to the registration of births, deaths and marriages. Local authorities deliver the local registration service in partnership with the Registrar General. The purpose of the Civil Registration “Modernisation Agenda” is to ensure the delivery of statutory services and encourage good practice, enabling the Local Authority to plan, develop and deliver a registration service that meets the needs of the local community. Under the governance arrangements, Caerphilly Registration Service is committed to the service delivery standards developed by the General Register Office (GRO) and adheres to good practice guidance and the codes of practice. GRO guidance provides information on specific national standards the Local Authority must meet together with aspirational standards. Caerphilly Registration Service submits Annual Performance Reviews to the Registrar General confirming adherence to the Code of Practice, key service developments and performance indicators. Follow up discussions with the General Register Office Compliance Officers have confirmed that Caerphilly Registration
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