OFFICIAL – SENSITIVE
Minutes
Title:
PIP Independent Assessment Services (IAS) Lot Performance Group
meeting
(Lot 1 and Lot 3)
Date:S38
XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX
Location:S38
XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX
Chair:S40(2)
XXXXXXXX
XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX
Attendees:S40(2) XXXXXXXX
XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX
XXXXXXXXXXXX
XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX
XXXXXXXXX
XXXXXXXXXXXXXXXXXXXXXXXXXXXX
XXXXXXXXXX
XXXXXXXXXXXXXXXXXXXXXXXXXX
XXXXXXXXX
XXXXXXXXXXXXXXXXXXXXXX
XXXXXXXX
XXXXXXXXXXXXXXXXXX
XXXXXXX
XXXXXXXXXXXXXXXXXXXXXXXX
XXXXXXXXX
XXXXXXXXXXXXXXXXXXX
Observer:
XXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXXXXX
XXXXXXX
XXXXXXXXXXXXXXXXXXXXXXXXXX
XXXXXXXX
XXXXXXXXXXXXXXXXXXXXXXXXXXX
Notes:
XXXXXXXXX
XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX
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.
XXXS40(2) went through all the outstanding action points (see Action Point Log for further
details of all outstanding actions).
2.2. During discussions regarding
XXXXXXXXXXXXXXXS38, all four action were cleared and a
new action point was raised for
XXXXXS40(2) to provide a further update on Supply Chain
Partner performance, improvement plans, recruitment etc (
XXXXXXXXXS38).
3.
IAS Performance Update
3.1.
XXXS40(2) provided an update on Recruitment, Absence and Attrition since the last LPG:
Recruitment:
1
OFFICIAL – SENSITIVE
IAS recruited XXXX
S43 Front Office HP FTE during March 2019; this is an increase
from February and the April position is looking strong too. IAS continue to improve
candidate attraction by working closely with recruitment partners and holding RCN
Events e.g. XXXXXXXX
S43 and XXXXXXX
S43.
IAS continue to review recruitment processes, especially
Xxxx S43 and telephone
interviews, which are dual running.
XXXS40(2) took an action to provide a further
recruitment update on the numbers progressing through
Xxxx S43 and telephony
interviews at the next LPG (
XXXXXXXXXS38).
XXXS40(2) asked if there was any
specific focus in hot spot areas;
XXXS40(2) said that the focus wasn’t specifically
focussed on hot spot areas but is a key consideration and
Xxxx S43 are working
around a location hot spot approach and have an increased recruiter focus on this
approach.
Absence:
Sickness absence reduced to 12.6% in March across the whole IAS business, a
reduction of 0.5%. Regional absence calls still take place on a regular basis and the
IAS Wellbeing Support line is working well. IAS are also looking at regional HR
advisors to help imrove absence performance, but this is only at the early stages.
Further training and support being implemented e.g. online platform for mental health
issues, dedicated HR support, pregnancy desk aids and support to help improve
consistency of approach to dealing with pregnancy-related absences as well as non-
pregnancy related absence during pregnancy.
Absence Sharepoint site available for all staff and the Stress Risk Assessment form
has been replaced with a new “Wellbeing at Work Assessment” to make it more
positive and encourage more open discussions.
Further analysis of the old and the new sickness terms are being reviewed to see if
the new terms are helping improve performance or to see if further refinements to the
terms are necessary.
Attrition:
XXXX
S43 Front Office HP FTE left IAS in March 2019. Weekly governance calls with
senior management continues to identify common themes and Leaver conversations
are proving beneficial in reducing attrition. Attrition improvements are embedding
further and IAS feel they are getting more into a BAU position.
3.2.
XXXXXXS40(2) provided an update on performance:
Intakes for March were greater than expected; however, the volume was within
acceptable intake levels. Clearances were slightly below planned levels. IAS are still
forecasting to be at the end of May expectations for SLA4a performance and cases
over 55 days (SLA4b) decreased again and exceeded the expectations from the last
LPG.
In April IAS are on track to achieve their expectations for SLA4a and SLA4b; however
clearances may be just below expectations due to asking the work force to work
further from their homes to help clear aged cases. The growth level in April is expected
to be achieved and IAS are trying a variety of activities to help improve the recruitment
pipeline.
IAS have expanded their Hot Spot criteria and now consider SLA4a and SLA4b
performance, recruitment challenges and FPR completion within the criteria. From the
FPR completion perspective there are some areas that are a significant challenge for
completing the volume of cases within the contract term. IAS are exploring solutions
2
OFFICIAL – SENSITIVE
to help improve the position in these areas. Key Hot Spot areas include XXXXXXXX;
XXXXXXX; XXXXXXX and XXXXXXXXXX; XXXXXXXXX, XXXXXXXXX and
XXXXXXXXXXXXX; and XXXXXX S43.
3.3.
XXXS40(2) provided feedback on some of the key issues coming out of the recent
stakeholder forums:
Materials from DWP/IAS are not being fully read or understood e.g. organsiations are
still unaware of the PIP Videos and information issued with the PIP2 and appointment
letters are not being read by claimants or representatives. Claimants and
organsiations feel the PIP2 is very complex to fill in and geared to physical conditions.
Evidence to be provided in support of the claim is still not properly understood and
GPs and other clinical professionals are still unwilling to support claimants and provide
evidence.
Perceptions around the Mandatory Reconsideration process are that it is simply a
“rubber stamping” of the original decision and leading to most MRs going to Appeal.
The Appeals process still perceived as proof of a poor assessment by IAS.
XXXXXS40(2) mentioned that this feedback is very useful insight for the quality
improvement work currently underway in Service Design and Transformation.
XXS40(2) agreed that
XXXXXS40(2) would be invited to the future Tripartite Meetings
with IAS and Capita, and
XXXXS40(2) shared her contact details so that
XXXXS40(2) could receive feedback from the Stakeholder Forums to feed in this valuable customer
insight.
Regular requests for updates on the Video Assessment pilot.
XXXXS40(2) took an
action to obtain a formal update from the project that could be shared with IAS for
future forums/meetings (
XXXXXXXXXS38).
Only being able to rearrange an appointment once.
XXXXS40(2) took an action to
obtain an update on the second UTA change request and share this with IAS for future
forums/meetings (
XXXXXXXXXS38).
3.4.
XXXXXXXXXXXS40(2)dialled in to provide an update on Continuous Improvement:
During January 2019 IAS completed activities to improve the claimant travel expenses
process and reduce the volume of rejected claims, improved the calls to claimant
process, improved the weekly communications with Supply Chain Partners (SCP),
broadened the Claimant Satisfaction questionnaire analysis for SCPs and can now
breakdown the data to each SCP, and improved the format of the engagement forums.
During February 2019 IAS have implemented an email option within the “Contact Us”
on the IAS website. Claimants can now contact IAS via email for non claim specific
matters. IAS are also improving the process for part-time HPs so that they can lock a
case to themselves if they are awaiting further evidence, this reduces duplication of
effort in reviewing cases and improves process efficiency.
During March 2019 IAS have been raising awareness within the HP network of the
Appeals and Tribunal process to better understand the feedback from Appeals and
improve the claimant experience. IAS are also implementing a variety of process and
learning improvements to improve process efficiencies and staff engagement.
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 March 2019:
3
OFFICIAL – SENSITIVE
SLA12 Claimants Sent Home Unseen: performance for March 2019 was 1.2%
(Red) at month-end; resulting in a service credit of XXXXX
S43. Difficulties with
contacting claimants to cancel appointments or to report delays to claimants, as well
as claimants not willing to wait more than 20 minutes have attributed to the poor
performance. IAS are looking into extra steps to validate correct contact details and
to contact claimants early enough to cancel appointments or report delays.
SLA4a NR Clearances: performance for March 2019 was 78.9% (Red); resulting in
a service credit of XXXXXX
S43. There were 303 cases put forward for mitigation
and all 303 were accepted; therefore post mitigation performance improved to
79.8% (Red) and the service credit reduced to XXXXXX
S43.
SLA4b NR Cases over 55 days: there were 813 cases over 55 days at month-end
(a reduction of 707 from February 2019); resulting in a service credit of
XXXXXX
S43.
Head of Work: there was a reduction of 3,381 cases in the Head of Work which
stood at 44,586 at March 2019 month-end.
SLA1 U Grade Audit Reports: the in-month performance for March 2019 was 3.1%
(Red); however the rolling three month’s performance was 2.5% (Green).
SLA6 Advice Clearances: performance for March 2019 was 93.6% (Red); resulting
in a service credit of XXXXXX
S43. There were two IAS system outages during the
month as well as larger intakes of Advice referrals during the weekends, meaning
resource challenges on a Monday to try to safeguard the two-day target.
XXXXXS40(2) asked if when DWP Ops are undertaking overtime and there is an
expected increase of Advice referrals over the weekend, could IAS be informed so
that they are aware of the possible increase in referrals on the Monday morning.
XXXXS40(2) took an action to consult with XXXXXXXXXXX
S40(2) to see what
communications can be put in place in order to effectively inform IAS on impacts of
DWP Operational overtime (
XXXXXXXXXS38).
SLA3 Rework Accuracy: pre-mitigation performance for March 2019 was 0.9%
(Red); resulting in a service credit of XXXXXX
S43. There were 14 cases put forward
for mitigation and all 14 were accepted; therefore post mitigation performance
improved to 0.8% (Red) and the service credit reduced to XXXXXX
S43.
XXXXX
S40(2) took an action to review what actions could be taken internally in IAS
to improve performance, identify what the potential issues are with the volume of
Rework referrals given the relationship between Rework and Audit results, and what
level of performance may be achievable going forward. (
XXXXXXXXXS38).
SLA14a Rework Examination Clearances: performance for March 2019 was
83.7% (Red); resulting in a service credit of XXXXXX
S43. IAS continue to make best
endeavours to clear all cases within the target; however the small volume of cases
means this is a 100% target. IAS are investigating the root causes for cases missing
this target and any improvement ideas.
XXXXS40(2) took an action to provide a
further update on the investigations at the next LPG (
XXXXXXXXXS38).
Total pre-mitigation service credits were XXXXXX
S43; however after accepting
mitigations the post mitigation service credits to be applied for March 2019’s
performance are XXXXXX
S43.
Lot 3 Performance for March 2019:
SLA12 Claimants Sent Home Unseen: performance for March 2019 was 1.0%
(Green) at month-end; however there is a resulting service credit of XXXXXX
S43.
XXXXS40(2) took an action to clarify the rounding of the performance and the
4
OFFICIAL – SENSITIVE
calculation of the service credit to see if a service credit should be applied
(
XXXXXXXXXS38).
SLA4a NR Clearances: performance for March 2019 was 50.8% (Red) and the
resulting service credit was XXXXXX
S43. There were 66 cases put forward for
mitigation and 64 were accepted; therefore post mitigation performance improved to
51.0% (Red) and the service credit reduced to XXXXXX
S43.
SLA4b NR Cases over 55 days: there were 2,952 cases over 55 days at month-
end (a reduction of 943 from February 2019); resulting in a service credit of
XXXXXX
S43. There were two cases put forward for mitigation and both cases were
accepted; therefore post mitigation performance improved to 2,950 cases over 55
days and the service credit reducing to XXXXXX
S43.
Head of Work: there was a reduction of 1,980 cases in the Head of Work which
stood at 52,162 at March 2019 month-end.
SLA1 U Grade Audit Reports: the in-month performance for March 2019 was 4.3%
(Red); resulting in the rolling three month’s performance being 4.1% (Red) and the
No Pay Amount being XXXXXX
S43.
SLA6 Advice Clearances: performance for March 2019 was 91.7% (Red); resulting
in a service credit of XXXXXX
S43.
SLA3 Rework Accuracy: pre-mitigation performance for March 2019 was 0.7%
(Red); resulting in a service credit of XXXXXX
S43. There were 12 cases put forward
for mitigation and all 12 were accepted; therefore post mitigation performance
remained 0.7% (Red) and the service credit reduced to XXXXXX
S43.
SLA14a Rework Examination Clearances: performance for March 2019 was
80.0% (Red); resulting in a service credit of XXXXXX
S43. There were three cases
put forward for mitigation and all three were accepted; therefore performance
improved to 90.0% (Red) and the service credits reduced to XXXXXX
S43.
Total pre-mitigation service credits were XXXXXX
S43; however after accepting
mitigations the post mitigation service credits to be applied for March 2019’s
performance are XXXXXX
S43 and the No-Pay Amount for SLA1 amounting to
XXXXXX
S43.
4.2.
XXXXS40(2) asked IAS if the performance and service credits reported to the group
accurately reflected the March 2019 position for both Lot 1 and Lot 3; IAS agreed with the
exception of clarification around Lot 3 SLA12 (
XXXXXXXXXS38).
5.
DWP Operations & OED Update
5.1.
XXXXS40(2) mentioned that there is lots of work being undertaken on the new State
Pension Age changes and the impact on Award Reviews. Improvements to the gathering
of evidence at Tier 1 stage are being looked into and XXX
S43 are trying to improve how
PIP works collaboratively with other working age benefits e.g. work coaches, to further
improve understanding and communications around claiming PIP. XXX
S43 are also
working closely with DWP Operations to help improve decision-making.
6.
AOB
6.1.
XXS40(2) mentioned that DWP would be extending the PIP operating hours to 8pm from
October 2019 and that there may be requirements for DWP Operations to contact the
dedicated IAS enquiry lines until 8pm from the go live date.
6.2.
XXS40(2) asked everyone if there was any other business; no-one raised anything and
XXS40(2) closed the meeting.
5
OFFICIAL – SENSITIVE
Next Meeting:
Xxxx S38
6