OFFICIAL – SENSITIVE
Minutes
Title:
PIP Capita Lot Performance Group (Lot 2)
Date: S38
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Location:S38
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Chair: S40(2)
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Attendees:S40(2) xxxxxxxxxxx
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Notes:
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1.
Welcome and Introductions
1.1
XXXXX S40(2) thanked everyone for attending the meeting.
1.2
XXXXX S40(2) asked everyone if they were content with approving the Minutes from
the last meeting and that they accurately reflected discussions; all agreed the Minutes
could be signed off.
2.
Action Points
2.1
XXXXX S40(2) went through all the outstanding action points (see Action Point Log for
further details of all outstanding actions).
3.
CHES Performance Review
3.1
XXXXX S40(2) went through the DWP Service Delivery Report (LPG Pack) and
highlighted the following key performance:
Lot 2 Performance for May 2019:
SLA12 Claimants Sent Home Unseen: even though this SLA was met for May
2019 XXXXX
S40(2) mentioned that the booking trial in XXX
S43 was
increasing the availability of appointments by XXXX
S43 appointments a day,
with very minimal impact on claimants having to be sent home unseen. FTA
rates have reduced but there are still some challenges with short notice
cancellations. No issues have so far been reported from these two centres
regarding the booking trial e.g. from receptionists, DAs etc. XXXXX
S40(2) said
that Capita are to evaluate the trial in two weeks time and may make a decision
to roll out the revised process to sites where this will be of benefit. XXXXX
S40(2) took an action to ensure that Capita provide an update on the booking
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OFFICIAL – SENSITIVE
trial and any future roll out plans at the July LPG on 31st July 2019 XXXXX
S38 .
SLA4a NR Clearances: performance for May 2019 was 79.9% (Red); resulting
in a service credit of £ XXXXX
S43.
SLA4b NR Cases over 55 days: there were 613 cases over 55 days at month-
end (a reduction of 223 from April 2019); resulting in a service credit of
£ XXXXX
S43
SLA5b TI Clearances in 5 days: performance for May 2019 was 99.9% (Red);
resulting in a service credit of £ XXXXX
S43. XXXXX S40(2) mentioned that this
one failed case was a clerical error and took an action to ensure that feedback
is provided at all future LPGs on the checks undertaken on any TI case that
fails the five day target XXXXX
S38 .
Head of Work: there was a reduction of 5,350 cases in the Head of Work which
stood at 25,016 at May 2019 month-end.
SLA1 U Grade Audit Reports: the in-month performance for May 2019 was
3.3% (Red) and the rolling three month’s performance was 3.2% (Red). The
rolling three month’s performance still includes PIPAT Mobile mitigation (last
month where this will be the case) and the post mitigation rolling performance
for May 2019 improved to 3.1%; with a No Pay Amount for May 2019 being
£ XXXXX
S43. XXXXX S40(2) mentioned that June was proving to be a difficult
month and that there have been some challenges in the Lot-wide samples in
respect of descriptors 11 and 12. Further remedial work is being done to
resolve these issues. XXXXX S40(2) added that Capita now had greater
granular level data available for each DA on audits that the coaches can
analyse and use for future learning.
SLA6b Advice cases over 3 days: there were 2 cases over 3 days at May
month-end (Red); resulting in a service credit of £ XXXXX
S43.
SLA3 Rework Accuracy: performance for May 2019 was 0.9% (Red); resulting
in a service credit of £ XXXXX
S43. There were 23 cases put forward for
mitigation, with all 23 cases being accepted; therefore post mitigation
performance improved to 0.8% (Red) and the service credit reduced to
£ XXXXX
S43. Even though this SLA is a very challenging target to meet,
XXXXX S40(2) took an action to investigate any reasons for this SLA being
missed XXXXX
S38 .
SLA7a Rework Clearances: performance for May 2019 was 95.5% (Red);
resulting in a service credit of £ XXXXX
S43. There was 1 case put forward for
mitigation, and this cases was accepted; therefore post mitigation performance
improved to 96.2% (Red) and the service credit reduced to £ XXXXX
S43. Volume of Reworks have gone down compared to previous months; therefore
any reasons for this SLA being missed are not due to resources. XXXXX S40(2)
took an action to investigate any reasons for this SLA being missed XXXXX
S38.
SLA14a Rework Examination Clearances: performance for May 2019 was
71.4% (Red); resulting in a service credit of £ XXXXX
S43. The majority of
cases failing this SLA seem to be claimant unavailability.
SLA14b Rework Examination Cases over 25 days: there were 6 cases over
25 days at May month-end (Red); resulting in a service credit of £ XXXXX
S43.
XXXXX S40(2) took an action to investigate any reasons or trends for both
SLA14a and 14b over the last few months and ensure that an update is
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OFFICIAL – SENSITIVE
provided at the July LPG on 31st July 2019, with XXXXX S40(2) in attendance
XXXXX
S38.
Total pre-mitigation service credits were £ XXXXX
S43; however after accepting
mitigations the post mitigation service credits to be applied for May 2019’s
performance are £ XXXXX
S43 and a No Pay Amount of £ XXXXX
S43.
3.2
XXXXX S40(2) asked Capita if the performance and service credits reported to the
group accurately reflected the May 2019 position for Lot 2; Capita agreed.
4.
Capita Performance Update
4.1
XXXXX S40(2) provided an update on Complaints and Claimant Satisfaction Survey:
Complaints:
there was a 9.5% increase in complaints logged in May 2019 compared to April
2019.
78% of complaints were investigated and closed within 20 working days;
against SLA of 90%.
Average handling time is 18.8 days; against SLA of 20 working days – this has
decreased from 20.9 days in April 2019.
There were 48 calls to the MP line in May 2019, compared to 55 in April, and
there were 11 complaints logged in May 2019 from MPs (the average for the
last 12 months is 12.1 per month).
There were no serious complaints logged in the month
Claimant Satisfaction Survey:
93.3% of claimant’s surveyed (150) in May 2019 were either very satisfied or
satisfied (140) with the service they received from Capita. For the Quarter there
were 95.3% of claimant’s surveyed (385) during March, April and May 2019
were either very satisfied or satisfied (367).
4.2
XXXXX S40(2) provided an update on Continuous Improvement:
Customer Service Improvement Plan (CSIP): A working steering group
comprising of key senior PIP stakeholders was initiated in late 2018 to
commence a review of potential improvement points. Considering the output of
Complaints and the Customer Satisfaction Survey, the objective of this initiative
was to identify opportunities, which will enhance and improve the overall
claimant journey. Areas of focus were agreed and working groups identified to
drive the enhancements through the PIP business.
Investing in Excellent Customer Advisors (ECA): As a result of the Customer
Service Improvement review, the ECA Project was developed to provide
Enquiry Centre staff and Team Managers the support, skills and guidance they
need to provide the best level of service possible. The overall aim is to improve
claimant experience, reduce complaints, improve absence, improve retention
and improve job satisfaction.
Clinic Improvement Plan: the Clinic Improvement Plan is another initiative
identified to support and improve the claimant journey and customer service. 90
minute travel postcode files for Swansea and Cardiff have been cropped. These
will be implemented from the 1st June 2019. Initial data shows a positive impact
on FTA’s at Cardiff. Cropping of Coventry, Walsall, Leicester, Stoke and
Nottingham travel postcode files will follow in mid June. The trial of removing
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OFFICIAL – SENSITIVE
the XXX
S43 appointment and having the first appointment of the day as XX
S43 will be implemented in the Hagley Road clinic on the 1st August 2019.
Change Plan 2019: work continues to develop and implement a new 2019
Change Plan. The review and categorisation of potential improvements has
been finalised and the process of agreeing the projects to be implemented will
be agreed in Q3.
Stakeholder Forums: Capita continue to hold stakeholder forums in Wales, ECF
(national forum in London), East Midlands & West Midlands. They have now
finished the collation phase of the “Dotmocracy” activity and will be analysing
the results ready to present findings in Q3.
Individual meetings with stakeholders: Capita ran XXXX
S38/S43 roadshows at
multiple locations in Wales. Feedback was extremely positive and they are
working with XXXX
S38/S43 to arrange similar sessions for advisors throughout
the Midlands. The PIP Communications team presented to 30 XXX
S38/43 staff
at their head office in Nottingham. Following on from the positive feedback,
Capita have been invited to their annual conference in July to present to staff
from all regions. The XXXX
S38/S43 invited Capita to attend a meeting along
with the DWP to hear the views and experiences of Veterans who had been
through the PIP process. Following on from this feedback Capita will now look
to develop and deliver PTSD awareness sessions for the DAs and review our
Condition Insight Report on PTSD.
DA Awareness sessions: XXXX
S38/S43 have now delivered sessions in East,
West, Wales and NI. XXXX
S38/S43 did a presentation on Acquired Brain Injury
and brought an ABI survivor with them to talk about the difficulties they face.
ME delivered a session in London with ME expert XXXX
S38/S43 and XXX
S38/S43 . XXXX
S38/S43, an ME group based in Wales, have delivered a
presentation followed by audio/video content of people who suffer from ME. A
session with XXXX
S38/S43 has been completed in Birmingham where the
DA’s were given a presentation which included the use of prosthetics to help
understand the reality of living with an artificial limb.
Sign Language training: Capita have delivered basic sign language training to
receptionists in the West Midlands so they can communicate more effectively
with deaf claimants if they arrive before their interpreter. This will be rolled out
to all Lot 2 regions in Q3/4.
Quality Improvement Workshops: All HPs receive a 1 day face to face training
session every 3 months, which will be designed using trends from the TNA. Q1
version rollout complete focus on Activities 11 and 12. Q2 Version currently
being rolled out with a focus on Activities 1,4 and 6.
Clinical Guidance and Documentation: a variety of supporting documents and
newsletters have been developed to support, improve and enhance the quality
of service provided, which are now available for all clinical staff.
5.
DWP Operations & OED Update
5.1
XXXXX S40(2) provided an update from OED/Operations:
State Pension Age changes to Review Dates: these changes went live on 31st
May 2019 and from this date any claimant that reaches state pension age on or
before the recommended review date will be given a 10 year review date and
an ongoing award, and a light touch review (still being developed) will be
completed after 10 years.
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OFFICIAL – SENSITIVE
Enhanced to nil checks at Award Review stage: these are the checks that DWP
introduced into PIP on 6th February 2019 where at Award Review stage the
current rate of either or both components are Enhanced and the new
Assessment Report for the Award Review recommends a disallowance is
appropriate. DWP have consistently identified that circa 15% of the cases
required Advice or Rework; therefore DWP plan to do some further analysis of
these cases so that we can feedback trends identified.
Task Review: DWP are currently reviewing all tasks, how they are distributed
and actioned and any system fixes that could help. Within the next PIPCS
release there are plans to turn off some task types to reduce the volumes of
nugatory work and blockers in the claimant journey.
5.2
XXXXX S40(2) mentioned that the Phrase Capture Tool (PCT) will soon be
decommissioned and that there will be no more updates to the PCT within PIPAT.
6.
AOB
6.1
XXXXX S40(2) mentioned that the February 2019 DWP Service Delivery Report
(performance and service credits) had still not been formally signed off and DWP
were waiting for sign off from XXXXX S40(2) In Capita. XXXXX S40(2) took an action
to ask XXXXX S40(2) if he agreed to sign off the February 2019 DWP Service
Delivery Report (performance and service credits) XXXXX
S38 .
6.2
XXXXX S40(2) mentioned that recently DWP had shared a process with both
Assessment Providers regarding requests from Professional Bodies e.g. GMC, NMC,
HCPC; releasing information about HPs that are registered to their organisation.
XXXXX S40(2) took an action to investigate whether Capita had had any such
requests from Professional Bodies and that for future instances that details of the
requests could be sent to the DWP CHES Performance Team group mailbox XXXXX
S38
6.3
XXXXX S40(2) asked everyone if there was any other business; no-one raised
anything and XXXXX S40(2) closed the meeting.
Next Meeting:
XXXXX S38
Contact:
XXXXX S40(2)
Email:
XXXXX S40(2) @DWP.GSI.GOV.UK
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