OFFICIAL – SENSITIVE
Minutes
Title:
PIP (Capita) Lot Performance Group meeting (Lot 2)
Date: S38
Xxxxxxxxxx xxx xxx xxxx xx:xxxx to xx:xxxx
Location:
xxxxxx xxxxxxx, xxxxxx xxxx, xxx xxxxx, xxxx xxxxxx, xxxx xxxxxx, xxxxxxxxxx xxx xxx
S38
Chair:
Xxxxx xxxxx
Xxx xxxxxxxxxx xxxxxx x xxxxxxxxxx xxxxxxxx
S40(2)
Attendees:
Xxxxxx xxxxxxxx
Xxx xxxxxxxxxx xxxxxx x xxxxxxxxxx xxxxxxxx
S40(2)
Xxxx xxxxxx
Xxx xxxxxxxxxx xxxxxx x xxxxxxxxxx xxxxxxxx
Xxxxx xxxxxxx
Xxx xxxxxxxxxx xxxxxx x xxxxxxxxxx xxxxxxxx
Xxx xxxxxx
Xxx xxxxxxxxxx xxxxxxxxxxx
Xxxxx Xxxxx
Xxx xxx xxxxxxx xxxxxx x xxxxxxxxxx
Xxx xxxxx
Xxx xxxxxxxxxxx xxxxxxxx xxxx
Xxx xxxxxxxx
Xxxxxx xxxxx xxxxxxxxx xxxxxxx
Xxxx xxxxxxxx
Xxxxxx xxxxxxxxxxx
Xxx xxxxx
Xxxxxx xxxxxxxx xxxxxxx
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Xxxxxx xxxxxxxx xxxxxxxxx
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Xxxxxx xxxx xx xxx xxxxxxxxxxx
Xxxxx xxxxxxx
Xxxxxx xxxxxx xxx xxxxxxxx
Notes:
Xxxxxxxx xxxxxxxx
Xxx xxxxxxxxxx xxxxxx x xxxxxxxxxx xxxxxxxx
S40(2)
1.
Welcome and Introductions
1.1. Xxxxx x
S40(2) thanked Capita for hosting the meeting and everyone for attending. The Minutes
from the previous meeting had been circulated and were signed off as an accurate reflection of
that meeting.
2.
Action Points
2.1. Xxxxxxxx
S40(2) took attendees through all the outstanding action points (see Action Point Log for
further details of all outstanding actions).
2.2. Further to action point xx/xx/xx xxxx,
S38 Xxxxxx
S40(2) explained the process whereby Capita
may not be fully sighted on their employees being involved in a hearing, this may result in a time
lapse delay to the process over a 4 week period.
2.3. Xxxxx X
S40(2) spoke about the CRM upgrade and asked if there are issues with the upgrade was
it possible to roll-back to a previous iteration.
Xxx S40(2) explained LOT4 will be updated first (3rd
August) followed by LOT2. Capita confirmed the system can be ‘rolled back’, however re-keying
OFFICIAL – SENSITIVE
would be needed to update those cases that had progressed through CRM following the last
iteration and the upgrade failing.
3. CHES Performance Review
3.1. Xxxx
S40(2) took LPG attendees through latest month’s performance:
Lot 2 Performance for April 2018 Performance:
Xxxxx x
S40(2) explained forecasts used for intakes were Capita working forecast and not
DWP forecast.
Capita confirmed more assessments are being routed to assessment centres.
Clearances are currently 50%, Xxxxx x
S40(2) asked about the improvement plan and
specifically the recruitment challenge and change to HOW. Xxx
S40(2) explained HOW has
been dropping slowly for the last 2 months, backlog is maintained, and this will change as
capacity builds. Capita expect SLA4a to maintain around 50% whilst aged cases are
cleared, October is the anticipated recovery position i.e. BAU position.
Over 55 days have continued to reduce, Xxxxx x
S40(2) asked about the amount of
assessments with appointments not booked that are over 55 days old, Xxx
S40(2) explained this is largely due to claimant driven cancellations. Xxxxx x
S40(2) asked if there
were any issues with DA driven cancellations as more claimants are being seen in AC. Xxx
S40(2) explained a lot of appointments that are cancelled were only provisionally booked
and not confirmed meaning claimants would be unaware of the cancellation.
It was agreed that Capita would provide an update regarding the improvement plan at both
CDB and LPG.
Xxxxx x
S40(2) asked Capita when they will introduce the new TI SLA i.e. average TI
clearance times, as there were delays during the change request. Xxx xxxxxx
S40(2) to also
be included in any update (
xx-xx-xx xxxx).
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Xxx
S40(2) explained there was a PBR backlog, which is now being cleared due to xxxxxx
S43 xxxxx xxx xxxx xx S43 which has allowed the team to concentrate on xxxx
. S43
Rework was discussed and CM empowerment, Capita have not recognised a spike and
instead this area remains consistent.
Total pre-mitigation service credits were xxxx,xxx.xx; S43 service credit mitigation to be
applied was xxxx S43 and the No-Pay Amount for SLA1 amounting to xxxx,xxx.xx. S43
Total SLA1 No Pay plus Service Credits = xxxx,xxx.xx. S43 (The mitigation for xxxxx
xxxxxx S43 may change these amounts and Capita accepted on a provisional basis).
4.
DWP Disability Services, Disputes & Resolution Directorate (DSDRD) Update
4.1. There was no update from Ops on this occasion.
5.
Capita Performance Update – Attrition, Sickness and Recruitment
5.1. Xxxxxxxxx xxxxx
S40(2) introduced the recruitment discussion and explained how digital media,
job fairs, radio campaigns, refer a friend and occupational magazines are used to attract
applicants. This focus has realised an improvement in applicant numbers with cohorts in
xxxxxxxxxx xxx xxxxxxxxxx
S43 now full for June.
5.2. Recruitment is planned throughout 2018 with start dates and training already mapped, training
cohorts are designed to train up to 18 people. A new two stage recruitment process was
introduced by Capita – this begins with a xxxxxxxxx xxxxxxxxx x xxxxxxxxxxx xxxxxxxxx xxxx
S43
OFFICIAL – SENSITIVE
which enables applicants to understand the nature of the work, this is followed by a face to face
interview. Capita also maintain a merit list of successful applicants.
5.3. Xxxxx x
S40(2) asked about the xxxxx xxxx, xxxxxx xxxxxxxxx xxxx xx xxxx x xxxxxx xxxx xxx
xxxxxxxxx xxxxxx xxx xxx xxxxxxxxxxxx xxxxxxxxx xxxx xxx xxxxx xxxx, xxxxxxx xxxx xxxx x
xxxxxx xx xxxx xx xxxx xx xxxxx.
S43
5.4. Capita confirmed they do focus recruitment where the capacity is required. Xxxxx x
S40(2)
agreed to share the recruitment paper with Xxx xxxxxx
S40(2) (
xx-xx-xxxx xxxx),
S38 Xxxxxxxxx
S40(2) agreed to share the recruitment slides (
xx-xx-xxxx xxxx).
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5.5. Capita added the fluctuating forecasts can add to planning difficulties, Xxxxx
S40(2) explained
revised forecasts are due to be issued.
5.6. Xxxxx x
S40(2) asked about the cohort starting on 30th April and how long it will take for Capita to
recognise how successful/unsuccessful the cohort have been. Xxxxxxxxx
S40(2) explained this
may be up to 3 months before the success rate of the training cohort is realised – this includes
quality / leavers. Feedback is gathered throughout the process to make adjustments and
improvements to the recruitment and training routeways.
5.7. Xxx
S40(2) led the sickness and attrition discussion explaining performance is good, which means
capacity has increased but highlighted concerns around new starters as sickness with this cohort
has historically been higher.
5.8. Xxxxx x
S40(2) asked if there was any distinction in terms of sickness and attrition with PBR, field
and clinic DAs. Xxx S40(2) explained field DAs have higher attrition and sickness rate. There is
little difference between field and PBR DAs.
6.
AOB
6.1. LEAP (legal entitlement administrative process) will be delivered by DWP offices in Bristol,
Halifax, Cardiff and Blackpool
.
6.2. There has been a change to the Award Review form, a tick box has been replaced in favour of a
free text narrative. This will be introduced in line with PIPCS Release 9 implementation.
6.3. Capita are working towards a zero tolerance approach linked to reasonable behaviours and
offensive weapons and will provide updates regarding the progress during LPG.
6.4. Audio/Video recording is high on the DWP agenda, a update will be shared via xx xxxxxxxx.
S40(2)
Next Meeting:
xxxxxxxxx xxx xxxx xxxx (xxxx to xxx) xxxxx xxxx, xxxx xxxx xxxxx, xxxxxxxxx xxx,
xxxxxxxxxx xxx xxx
S38
Contact:
Xxxx xxxxxx
S40(2)
Email:
xxxx.xxxxxx S40(2) @dwp.gsi.gov.uk