ICL will work in partnership with the council to manage and run a range of business services including: housing and council tax benefits; council tax; business rates collection. As part of the contract, ICL will develop a range of services, including an intranet-based knowledge management system for staff and a centralised call centre to handle revenue and benefits customer calls. The partnership will see 158 permanent staff and 88 agency staff transfer to ICL under TUPE (the Transfer of Undertaking and Protection of Employment).
Alan Tobias, the council's chief executive, said: 'The council decided to award the contract to ICL because it offered the best combination of quality and price and importantly, also the best path for staff opportunities, training and development. We look forward to working with ICL on the contract which will help re-develop our entire revenues system infrastructure, helping us to provide a more dynamic and reliable service for residents.'
David Palk, managing director of ICL's operational services division, said: 'This contract allows ICL to draw upon its proven local government expertise to help Waltham Forest deliver a continually improving service to its residents. We are helping local authorities deal with the challenges they face in adopting the citizen-centric approach called for in the Modernising Government white paper.'