OFFICIAL – SENSITIVE
Minutes
Title:
PIP Independent Assessment Services (IAS) Lot Performance Group
meeting
(Lot 1 and Lot 3)
Date:S38
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Location:S38
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Chair:S40(2)
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Attendees:S40(2) XXXXXXXX
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Notes:
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1.
Welcome and Introductions
1.1.
XXXS40(2) thanked everyone for attending the meeting.
1.2.
XXXS40(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.
XXXXS40(2) went through all the outstanding action points (see Action Point Log for further
details of all outstanding actions).
2.2. Whilst discussing
XXXXXXXXXS38,
XXXXS40(2) took an action to invite
XXXXXXXXS40(2)
to the LPG meeting on 1st August 2019 to present the outcomes from the XXX
S43 Recommendations Workshop that will be held on
XXXXXXXXXS38 (
XXXXXXXXXS38).
3.
IAS Performance Update
3.1.
XXXXS40(2) provided an update on Recruitment, Absence and Attrition since the last LPG:
Recruitment: IAS recruited XXXX
S43 Front Office HP FTE during May 2019; against a
forecast of XXXX
S43. The total Front Office and Back Office headcount increased to
XXXXX
S43. IAS continue to focus on recruitment activities, including candidate
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OFFICIAL – SENSITIVE
attraction, recruitment processes and working closely with recruitment suppliers. IAS
PIP Client Executive and PIP Operations Director continue to hold weekly calls with
Xxxx S43 regarding recruitment in hot spot areas, and IAS are seeing if
Xxxx S43 can
recruit in other regions as well as their current North East region.
XXXXS40(2) asked if
IAS were doing anything different with
Xxxx S43 with regards to the recruitment process
in each of the hot spot areas?
XXXXS40(2) took an action to investigate and provide
any specifics around the recruitment
Xxxx S43 are conducting in the hot spot areas
(
XXXXXXXXXS38).
Absence: Sickness absence reduced to 11.3% in May 2019 across the Front and Back
Office. This was a reduction of 0.5% and the lowest overall absence rate in the last year.
IAS continue to focus on sickness absence improvement activities, including sickness
absence management training, which is nearly complete. Once complete there will be
a requirement for some mop-up sessions to capture staff missed during the rollout of
the training. Interviews for dedicated regional HRA support to take place following the
sift process (to be completed by
XXXXXXXXXS38). The Absence Sharepoint internal
website is now live and is being used to manage all absences. The PAM FAQ document
has been completed and has been issued to all managers. More Absence Champions
will be live shortly, with the vision being one Absence Champion per region.
Attrition: A total of XXXX
S43 Front Office HP FTE left IAS during May 2019. Senior
Management Team weekly governance calls continue to take place to discuss and
identify common themes for attrition and to put corrective actions in place and to improve
the volume of attrition. Current investigations indicate that the majority of leavers are
between 0-6 months from joining IAS. IAS have removed the one size fits all approach
to trainees learning curves and are adopting three different learning curves based on
speed and quality.
XXXXS40(2) mentioned that the reporting of voluntary / involuntary
leavers may not be being reported accuractly as trainees failing training and leaving the
business may have been recorded as voluntary leavers.
XXXXS40(2) took an action to
review the reporting of voluntary / involuntary leavers and the trends around why they
are leaving to ensure the accuracy of the reporting and to investigate whether there are
any trends with performance during the same periods in previous years
(
XXXXXXXXXS38).
3.2.
XXXXS40(2) provided an update on performance:
Intakes for May 2019 were 49,144, which was well below the contractual forecasts. IAS
are seeing an increase in intakes during June 2019, which offsets the reduced intakes
received during May 2019.
Clearances for May 2019 were 5,491 below IAS’ original planned levels, with PBRs
being a significant factor in the level of clearances (due to the lower intakes), as well as
challenges with Supply Chain Partner clearances being the other significant aspect of
the difference.
XXXXS40(2) took an action to investigate the PBR position for June
2019 to identify reasons for the difference between actual performance and
expectations, bearing in mind the under referrals received in May 2019 and the over
referrals being received in June 2019 (
XXXXXXXXXS38).
3.3.
XXXXXXXXXXS40(2) dialled in to provide an update on activities included in the IAS
Continuous Improvement Plan June 2019.
3.4. Complaints: Complaints remain fairly consistent when looking at the quarterly position. IAS
have seen a reduction in serious complaints (SCITS) compared to the previous quarter’s
performance.
3.5. Claimant Satisfaction Survey results: This quarter saw a lower satisfaction rate in the London
and South East regions; however these were offset by the positive results in the East and
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OFFICIAL – SENSITIVE
South West regions. The East and London regions have the same regional delivery manager
so the difference between the satisfaction and dissatisfaction rates seems to be external.
4.
CHES Performance Review
4.1.
XXXXS40(2) went through the DWP Service Delivery Reports (LPG Pack) and highlighted
the following key performance:
Lot 1 Performance for May 2019:
SLA4a NR Clearances: performance for May 2019 was 84.4% (Red); resulting in a
service credit of
XXXXXXXXXS43. There were 264 cases put forward for mitigation
and all 264 were accepted; therefore post mitigation performance improved to 85.2%
(Red) and the service credit reduced to
XXXXXXXXXS43.
SLA4b NR Cases over 55 days: there were 594 cases over 55 days at month-end (a
reduction of 93 from April 2019); resulting in a service credit of
XXXXXXXXXS43.
Head of Work: there was a reduction of 8,632 cases in the Head of Work which stood
at 27,910 at May 2019 month-end.
SLA1 U Grade Audit Reports: the in-month performance for May 2019 was 3.7%
(Red); however the rolling three month’s performance was 2.7% (Green).
SLA14a Rework Examination Clearances: performance for May 2019 was 92.9%
(Red); resulting in a service credit of
XXXXXXXXXS43.
Total pre-mitigation service credits were XXXXXXXXXS43; however after accepting
mitigations the post mitigation service credits to be applied for May 2019’s
performance are XXXXXXXXXS43.
Lot 3 Performance for May 2019:
SLA4a NR Clearances: performance for May 2019 was 53.5% (Red) and the
resulting service credit was
XXXXXXXXXS43. There were 183 cases put forward for
mitigation and all 183 were accepted; therefore post mitigation performance improved
to 54.2% (Red) and the service credit reduced to
XXXXXXXXXS43.
SLA4b NR Cases over 55 days: there were 2,210 cases over 55 days at month-end
(an increase of 201 from April 2019); resulting in a service credit of
XXXXXXXXXS43.
There were four cases put forward for mitigation and all four cases were accepted;
therefore post mitigation performance improved to 2,206 cases over 55 days and the
service credit reducing to
XXXXXXXXXS43.
Head of Work: there was a reduction of 8,489 cases in the Head of Work which stood
at 36,247 at May 2019 month-end.
SLA1 U Grade Audit Reports: the in-month performance for May 2019 was 2.4%
(Green); resulting in the rolling three month’s performance being 3.0% (Green).
SLA7b Rework Cases over 3 days: there was 1 case over 3 days at May month-end
(Red); resulting in a service credit of
XXXXXXXXXS43. This case was put forward for
mitigation and was accepted; therefore the post mitigation performance improved to
zero cases over 3 days at May month-end and the service credit reducing to
XXXXXXXXXS43.
SLA14a Rework Examination Clearances: performance for May 2019 was 84.6%
(Red); resulting in a service credit of
XXXXXXXXXS43. There was one cases put
forward for mitigation and this was accepted; therefore performance improved to
92.3% (Red) and the service credits reduced to
XXXXXXXXXS43.
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OFFICIAL – SENSITIVE
SLA14b Rework Examinations Cases over 25 days: there was 1 case over 25 days
at May month-end (Red); resulting in a service credit of
XXXXXXXXXS43.
Total pre-mitigation service credits were XXXXXXXXXS43; however after accepting
mitigations the post mitigation service credits to be applied for May 2019’s
performance are XXXXXXXXXS43.
4.2.
XXXXS40(2) asked IAS if the performance and service credits reported to the group
accurately reflected the May 2019 position for both Lot 1 and Lot 3; IAS agreed.
5.
DWP Operations & OED Update
5.1.
XXXXS40(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.
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.
XXXXS40(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.
XXS40(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.
XXXXS40(2) took an action
to investigate whether IAS 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 below (
XXXXXXXXXS43): (
XXXXXXXXXS38@DWP.GSI.GOV.UK)
6.2.
XXS40(2) asked everyone if there was any other business; no-one raised anything and
XXS40(2) closed the meeting.
Next Meeting:
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S38
Contact:
XXXXXXXXXXXXXXXXXXXXXXS40(2)
Email:
XXXXXXXXXS40(2)@DWP.GSI.GOV.UK
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