OFFICIAL – SENSITIVE
Minutes
Title:
PIP (Capita) Lot Performance Group meeting (Lot 2)
Date:S38
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Location:
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S38
Chair:S40(2) xxxxxxxxxx
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Attendees:
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S40(2)
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Notes:
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1.
Welcome and Introductions
1.1. xxx
S40(2) opened the meeting and the minutes from the previous meeting had been circulated,
Capita recommended minor changes which were agreed.
2.
Action Points
2.1. xxxxxxxx
S40(2) took attendees through the action points.
2.2. Linked to xxxxxxxxxxxxxxxxxxxxxxxxxx
S38 a workshop is planned on 12th Feb 19 to explore risk
appetite and set out clear criteria to explore other options/best endeavours.
3. CHES Performance Review
3.1. xxxx
S40(2) took LPG attendees through latest month’s performance:
Lot 2 Performance for December 2018 Performance:
Referrals – Referral / Intake, 20,270, slight seasonal dip.
SLA11 – Consultation Waiting Times, SLA achieved 99%. HC 56.6% which is a slight increase
from November
. The aspiration is to increase AC and reduce HC, Capita confirm work continues
to progress which focuses on greater clinic utilisation. Capita expect to see AC increase over the
next quarter.
NR FTA - 10.6%
- Capita confirmed this is a seasonal trend.
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OFFICIAL – SENSITIVE
SLA4a – 90.6%. Capita explained xxxxx
S43 remains a focus. Positive trend expected to
continue.
SLA4b - Capita experienced system issues 24-27 Dec (CRM) which impacted their ability to
close cases, Capita highlight a risk that cases due to be seen in January were moved towards
the end of the month, meaning if a claimant cancels this will further extend their journey. The
new CRM roll-out is due 4th Feb 2019 and a robust plan is in place (with contingency to roll-
back). Appointments 4th & 5th Feb will not be impacted as already booked.
SLA5b – Mitigated Performance 99.3% - Capita explained cases breached were as a result of a
process gap identified from a user point of view. The new CRM queue will address this issue,
Capita confirmed that they recognise the date/time cases have breached have often been
missed by a small number of hours and not days due to this process gap. Capita provided
assurance to DWP this trend will not continue and daily checkpoints are in place. xxxxxx
S40(2) to provide confirmation when the new process & extra checks were implemented. Xxxxx
S38.
Chargeable Outputs – 11,870 volumes reduced primarily due to fewer working days.
NR PBR – 6.2%, XXXX
S43 FTE increase in the PBR Teams to a total of XXX
S43 FTE
HOW – 30,008, Capita added XXX
S43 is optimum,
SLA1 – Mitigated
Performance reported in month is 2.9% against a target of 3%, Rolling 3 month
mitigated performance 2.5%, target met. Exceptional performance. Capita have no plans to
move colleagues from quality audit into the field.
SLA3 – 1.4% mitigated performance. Xxxxxxx
S40(2) added that DWP Ops are recognising
short review dates for Capita cases which may be increasing this SLA. XXXXXX
S38
SLA7 & SLA14a – these SLAs were not discussed due to identified reporting discrepancies.
SLA14b – 6 cases, all cases are now closed.
Total pre-mitigation service credits were £XXXXXXX S43; service credit mitigation to be
applied was £ XXXXXXX S43 and the No-Pay Amount for SLA1 amounting to £ XXXXXXX
S43. Total SLA1 No Pay plus Service Credits = £ XXXXXXX S43
Capita confirmed sign off of December performance, recognising mitigated performance may
change as a result of the backtracking exercise.
3.2 Capita were reminded that the expectation is for Service Credit Notes to be settled in a
reasonable time. XXXXXX
S38
4.
DWP Operations Update & OED Update
4.1. On 17th December 2018 another UT judgement was implemented to a BAU position, whereby
DLA would be reinstated if a procedural error identified
4.2. MH & RJ UT Judgment: the YTD figure of cases cleared now stands at 215,013 (since 26/06/18),
against a forecast of 208,128. Total awards now stands at 1,759 broken down as 1,076 under MH
and 677 under RJ, and just 6 combined MH/RJ
4.3. AR1 Trigger
– With affect from the 8th January the AR1 will be triggered 6 months prior to the
award end date rather than 12. This will affect all award reviews where the AR1 is due to be
issued between 9th January and the end of April
4.4. Decision Assist does not currently provide AP with any decision outcome made during Appeal or
MR. When a cases has been appealed and returned to the AP for rework or advice DWP will
include a form of words to explain appeal outcome. XXXXXX
S38
4.5. XXXXX
S40(2) explained the background to two T&L, the first is linked to appointment booking
and offering the claimant a second opportunity to arrange an appointment. The second is linked
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OFFICIAL – SENSITIVE
to FTA which will see APs sending letters to 400 claimants, responses will be returned to DWP to
better understand FTA reasons. Capita are keen to align this work with the project they are
undertaking linked to FTA. XXXXXX
S38
5.
Capita Performance Update – Stakeholder Engagement
5.1. xxxxxxx
S40(2) shared an overview of ongoing activity. Upcoming events include Wales
Stakeholder Forum, East Midlands Stakeholder Forum (DWP have invites), xxxxxxx
S40(2) added
there is scope to include clinical champions if the need required. Other initiatives are planned with
XXXX
S38/S43.
5.2. Hot Topics remain unchanged and include HC v AC appointments, travel to clinic, FE & video
recording. xxxxxx
S40(2) agreed to review the PIP Booklet shared with claimants to understand if
this includes information regarding 90 minutes’ travel, the question was asked if DWP were
contributing towards the generation of complaints linked to travel to clinic. XXXXXX
S38
5.3. xxx
S40(2) discussed feedback received from the XXXXXX
S38/S43. This included anecdotal
feedback around claimant satisfaction surveys and deaf claimants accessibility to contribute.
Capita confirm deaf claimants are included, this is a random selection and XXXX S43 are
informed about any reasonable adjustments required. Intercoms were also discussed – reception
teams are not made aware of hearing impaired claimants and more could be done to pull this
information from CRM. A pilot is being rolled out to teach reception teams basic sign language
skills so they can interact better with claimants.
6.
PAT Recommendations
6.1. xxx
S40(2) explained the PAT action plan is currently progressing.
6.2. xxx
S40(2) asked if Capita would have any objections or reservations in contributing to joint-
provider workshops regarding derivations of MI to ensure that both Providers implement common
and consistent ways of counting data. xxx
S40(2) said that Capita open to this in principle but
would consult xxx
S40(2) once formally approached.
7.
AOB
7.1. CRM go-live is Monday 4th Feb, training has been rolled out and floor walkers will be available to
provide additional support.
7.2. An issue regarding user roles for SRTI was discussed. xxx
S40(2) to share examples with Capita.
XXXXXX
S38
7.3. XXXX
S40(2) raised an issue where DWP are signposting claimants to Capita to raise a complaint
linked to report content disputes when these should have been signposted to the reconsideration
route. Capita confirmed they will continue to monitor and inform DWP should the position change.
7.4. A known issue with PIPAT linked to how the DA role is displayed was discussed. Capita provided
the correct DA occupation set but PIPAT continues to pre-populate historic information. This is
part of a future IT fix. XXXXXX
S38
7.5. A question around personalised travel directions was raised, DWP to provide update linked to the
requirement for personalised directions.
7.6. The Right of Access Request Team have flagged an issue linked to social media which means
Capita may see an increase in requests. Capita have recognised this increase and are still able
to maintain the 14 day SLA and resource this team sufficiently. DWP will prioritise cases.
Next Meeting:
XXXXXX
S38
Contact:
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S40(2)
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OFFICIAL – SENSITIVE
Email:
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S40(2) @dwp.gsi.gov.uk
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