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
XXXX
S40(2) thanked everyone for attending the meeting. The minutes from the previous
meeting were signed off.
1.2
XXXXX
S40(2) acknowledged the start of contract extension.
2.
Action Points
2.1
XXXXX
S40(2) went through all the outstanding action points.
2.2
Further to XXXXX
S38 , XXXXX
S40(2) highlighted that once the calculation for SC4 have
been written into CRM this may have an impact on other service credits. This concern was
not included in the CRM Report. Capita confirmed that during retrospective checks cases
closed during weekends or bank holidays will not be impacted. The unknown impact will only
become known once the new calculation methodology has been applied to CRM. Capita
super users continue to investigate. Capita had hoped to be further forwards with this area of
work.
2.3
XXXXX
S40(2) explained the booking trial linked to XXXXX
S38. In advance of an
appointment claimants are attached to overbooked slot (the amount of these slots are know
from historic FTA information). All overbooking slot claimants are telephoned the day before
their assessment to move them to a confirmed slot (which allows sufficient time for the DA to
prep). As a result of this and improved scheduling assessments have increased from 2.3 to
2.7 per day. The trial will pause in August in XXX
S43 but continue in XXXX
S43 , the
evaluation will then follow. Reception continue to offer short notice appointment to maximise
DA utilisation. XXXXX
S40(2) spoke about HC/AC split adding HC split for June is higher
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OFFICIAL – SENSITIVE
than other months. XXXXX
S40(2) explained this required modelling. This item is on the
agenda for CDB.
2.4
XXXXX
S40(2) provided an update linked to XXXXX
S38 . Escalation tracking is a manual
booking process which can result in FTA/cancellations being redirected to the booking teams,
who are rebooking outside of SLAs, without the knowledge of the escalations team. This SLA
is being missed as Capita are holding onto these cases to make every attempt to complete
the additional assessment; XXXXX
S40(2) confirmed this was the correct process. Capita
raised a concern that claimant is missing these appointments as they are unaware an
additional assessment is required. Capita agree to share a copy of the letter a claimant
receives when they are required to attend a follow up assessment, XXXXX
S38. ECAs have
been upskilled to be able to explain to a claimant why a repeat assessment is required.
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 July 2019:
SLA11 Consultation Waiting Times: The proportion of HC has increased in month
to 61.2%. Capita confirmed this is due to their focus on aged cases.
SLA12 Claimants sent home unseen: good improvement in month 0.4%, just 16
claimants sent home unseen from AC. Capita did not recognise any additional
measure to support this improvement.
SLA4a: 81.9%. Capita expect when AACT is reported they will consistently achieve
below 35 days.
SLA4b NR Cases over 55 days: 434 cases in June though this has increased to
over 700 in week. Capita provided assurance their flight path (downward trend) is
correct and the in week performance is a blip linked to over referrals.
Normal Rules PBR: 7.6%. Decrease from previous month.
SLA1 U Grade Audit Reports: 5.6%. Rolling 3-month in month 4.1%. Early
indication suggests July’s performance is improving but not meeting target.. Capita
have identified issues around activity 11, to address this CPD modules have been
relaunched.
SLA6b Advice cases over 3 days: 1 case older than 3 days, this was a admin error
as the case was manually created and the wrong day was input. Daily reports and
scans continue to safeguard this metric.
SLA3 Rework Accuracy: 0.8%. Revised rework criteria may impact on this SLA
performance. XXXXX
S40(2) will share details of the feedback mechanism from
DWP to Capita. XXXXX
S38. XXXXX
S40(2) highlighted the SLA3 referral received
and compared these to the SLA7 cases cleared (adding on the face to face SLA 14),
the MI indicates Capita receive more rework that the number that are returned to
DWP. XXXXX
S38
SLA7a Rework Clearances: Mitigated performance 93.8%. Capita explained
systems issues contributed. Also, two issues were caused by a DA who had not
followed the correct process.
Total pre-mitigation service credits were £ XXXXX
S43; including a No-Pay Amount for
SLA1 amounting to £ XXXXX
S43. Total SLA1 No Pay plus Service Credits = £ XXXXX
S43.
Capita were in agreement subject to the confirmation of the rework performance.
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OFFICIAL – SENSITIVE
Attrition is higher in June. Capita have no new concerns.
The dashboard shows an increase in cases within service level, ready for closure,
prepare the report for dispatch to 1967. Capita to investigate if this is a MI issue
XXXXX
S38
XXXXX
S40(2) asked about hotspot areas. Capita confirmed mobile resources are
working on backlogs in XXXX
S43 to prevent cases from ageing. XXX
S43 has spiked
and resource has been moved from XXXX
S43. Staff have been pulled out of AC to
clear aged HC appointment.
4.
DWP Operations and SDT Update
4.1
XXXXX
S40(2) shared the update:
DWP have just concluded the roll out of our Quality Decision Making workshops to Case
Managers. There is very positive feedback from CMs. The evaluation is underway and
DWP will feed this into our continuous improvement plans.
Work continues on developing closer links between Disability Services and Work Services
(Jobcentres / UC etc.) as part of wider aim supporting disabled people in work and finding
work. Some of this is using our network of Disability Employment Advisers in Jobcentres to
coach and support Work Coaches on disability services and benefits.
The Test and Learn exercise in Telford which focuses on Re-assessment cases who were
going from a Higher / Highest award in DLA to a nil PIP award – introducing a call before
the decision to ensure we had captured all evidence. This was then to be followed up by
another call 2 weeks later to signpost people to other support where appropriate. DWP
have run this T&L for 4 weeks now – so have paused to evaluate the impact of the calls.
The findings will also inform a similar test and learn but this time looking at PIP enhanced/
enhanced to nil cases – in a different location.
State Pension Age changes have now been implemented – both for Flow and Stock cases.
One final IT change in place to issue revised letters to claimants about on – going awards.
These are reflected in the referral volumes to APs.
Award Reviews have started again from 9th July.
5.
Capita Performance Update – Hot Topics from Stakeholder Forums
5.1
XXXXX
S40(2) provided an update from recent stakeholder activity which included national
meetings and individual meetings with stakeholders. The schedule for autumn events has
also been shared. During these forums Capita have continued to promote the GOV.UK 5
PIP Videos.
5.2
A meeting with XXXXX
S40(2) has highlighted a need for Capita to arrange a bespoke MP
case worker event to enhance understanding of the PIP process. This will be planned in
September. XXXXX
S40(2) offered support from DWP should this be required.
5.3
Feedback from stakeholders indicated letters were unclear, these have now been simplified
and explain the journey in chronological order. Work continues on improved travel
directions.
5.4
XXXXX
S40(2) explained the Stakeholders Engagement Team has completed 8
dotmocracy exercises with 113 people from over 40 national and regional disability, health,
and advice organisations in the Midlands, Wales, and London. To date, Capita have
collected over 400 individual comments. This information will be evaluated and used for CI
purposes.
6.
CRM Lessons Learnt
6.1
The system is now stable and Capita continue to work through a number of the issues
arising. The impact on transformation and performance will be addressed during August
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OFFICIAL – SENSITIVE
LPG (such as FTE saving and speed of clearance of certain tasks). The new IT capability is
stable and Capita have futureproofed their systems. Downtime since the upgrade has
minimised.
7.
Contract Extensions
7.1
Capita confirmed everything is ready and their MI Teams are ready with the required
changes..
7.2
XXXXX
S40(2) asked for a definition of Working Day calculations against 24 hours for write
up times. agreed to discuss this with Capita outside of LPG. XXXXX
S40(2) confirmed it is
the first iteration of the report which stops the clock for write up purposes, subsequent
changes are not measured within this measure.
8.
AOB
8.1
PIP Performance Team will contact XXXXX
S40(2) to move forwards the issue DWP Ops
are experiencing linked to AP Report not received task. XXXXX
S38
8.2
XXXXX
S40(2) explained XXXXX
S40(2) is looking to enhance their IVR to improve
claimant experience. Furthermore, Capita are exploring what manual handling can be
stopped due to the capability of CRM. XXXXX
S40(2) will discuss this in more detail in
September during the CI Update.
Next Meeting:
XXXXX
S38
Contact:
XXXXX
S40(2)
Email:
XXXXX
S40(2) @dwp.gsi.gov.uk
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