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.
XXXS40(2) went through all the outstanding action points (see Action Point Log for further
details of all outstanding actions).
3.
IAS Performance Update
3.1.
XXXS40(2) provided an update on Recruitment, Absence and Attrition since the last LPG:
Recruitment: IAS recruited XXXX
S43 front office HP FTE in July 2019 (against a
forecast of XXXX
S43 FTE). The total front and back office headcount increased to
XXXXX
S43 (+7). IAS are still trying to improve candidate attraction through Refer a
Friend flyers being issued to new joiners, Radio adverts in areas where there are
vacancies and recruitment events. IAS are trying to improve the recruitment process
by ringfencing the interview team to improve interview consistency.
XXXXXS40(2)
took an action to arrange a workshop/call to discuss and improve understanding of
IAS’ recruitment assumptions, including postcode attraction assumptions, based on
what has happened previously and more realistic expectations on future recruitment
figures (
XXXXXXXXXS38).
Absence: Sickness absence increased to 12.2% in July 2019; this is a slight increase
of 0.8%. The majority of this absence is short term sickness and in the front office
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OFFICIAL – SENSITIVE
clinical space. Sickness absence management training has now completed and IAS
have launched a Mental Health employee toolkit that can be accessed via a variety
of IT platforms and provide further support for all IAS staff. Absence Champions are
being trained to track absence performance for each region.
Attrition: A total of XXXX
S43 front office HP FTE left during July 2019. The majority
of leavers are during the first 6 months and are going through training; therefore IAS
are trying to provide more support to improve the volume of leavers during this period.
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. The Stage 2 onboarding pass rate increased to 76%
during July 2019 due to changes implemented to the training format. Brave Ideas
continues to create lots of improvement suggestions from all employees.
XXXXS40(2) took an action to include Supply Chain Partner (SCP) recruitment,
absence and attrition data, for each SCP, in future updates, where possible
(
XXXXXXXXXS38).
3.2.
XXXXXS40(2) provided a high-level update on performance:
SLA4a performance for both Lots improved and cases over 55 days has decreased
54% from the previous month.
Lot 1 AACT has reduced from 30.7 to 21.9 from February to July and remains stable
during August. 98.8% of cases are currently being cleared within 55 days, which is
an improvement of 7.6% since February.
Lot 3 AACT has reduced from 41.1 to 30.9 from February to July and continues to
improve during August. 95.2% of cases are currently being cleared within 55 days,
which is an improvement of 21.6% since February.
4.
CHES Performance Review
4.1.
XXXXXS40(2) went through the DWP Service Delivery Reports (LPG Pack) and
highlighted the following key performance:
Lot 1 Performance for July 2019:
SLA4a NR Clearances: performance for July 2019 was 93.5% (Red); resulting in a
service credit of
XXXXXXS43. There were 70 cases put forward for mitigation and
all were accepted; therefore post mitigation performance improved to 93.7% (Red)
and the service credit reduced to
XXXXXXS43.
SLA4b NR Cases over 55 days: there were 255 cases over 55 days at month-end;
resulting in a service credit of
XXXXXXS43.
Head of Work: there was a reduction of 1,650 cases in the Head of Work which
stood at 34,282 at July 2019 month-end.
SLA1 U Grade Audit Reports: the in-month performance for July 2019 was 3.9%
(Red); and the rolling three month’s performance was 4.0% (Red); resulting in a No
Pay Amount of
XXXXXXS43.
SLA7b Rework Cases over 3 days: there was one case over 3 days at July 2019
month-end; resulting in a service credit of
XXXXXXS43. This case was put forward
for mitigation and was accepted; therefore improving performance to nil cases over
3 days at July 2019 month-end and reducing the service credit to
XXXXXXS43.
SLA14a Rework Examination Clearances: performance for July 2019 was 79.2%
(Red); resulting in a service credit of
XXXXXXS43.
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OFFICIAL – SENSITIVE
The total pre-mitigation service credits were XXXXXXS43. Following acceptance of
mitigation the post mitigation service credits reduced to XXXXXXS43 and the No-Pay
Amount for SLA1 was XXXXXXS43. Therefore the total Service Credits and No Pay
Amount to be applied for July 2019 is XXXXXXS43.
Lot 3 Performance for July 2019:
SLA12 Claimants Sent Home Unseen: performance for July 2019 was 1.2%
(Red); resulting in a service credit of
XXXXXXS43.
SLA4a NR Clearances: performance for July 2019 was 79.3% (Red); resulting in a
service credit of
XXXXXXS43. There were 386 cases put forward for mitigation and
all were accepted; therefore post mitigation performance improved to 80.7% (Red)
and the service credit reduced to
XXXXXXS43.
SLA4b NR Cases over 55 days: there were 794 cases over 55 days at July 2019
month-end; resulting in a service credit of
XXXXXXS43. There was one case put
forward for mitigation and this was accepted; therefore post mitigation performance
improved to 793 cases over 55 days and the service credit reducing to
XXXXXXS43.
Head of Work: there was a reduction of 101 cases in the Head of Work which
stood at 42,243 at July 2019 month-end.
SLA1 U Grade Audit Reports: the in-month performance for July 2019 was 4.7%
(Red); and the rolling three month’s performance was 4.3% (Red); resulting in a No
Pay Amount of
XXXXXXS43.
SLA7a Rework Clearances: performance for July 2019 was 97.3%; resulting in a
service credit of
XXXXXXS43. There was one case put forward for mitigation and
this case was accepted; therefore performance improved to 98.7% (Green) and the
service credit reducing to
XXXXXXS43.
SLA7b Rework Cases over 3 days: there was 1 case over 3 days at July 2019
month-end (Red); resulting in a service credit of
XXXXXXS43. This case was put
forward for mitigation and was accepted; therefore the post mitigation performance
improved to zero cases over 3 days at July month-end and the service credit
reducing to
XXXXXXS43.
SLA14a Rework Examination Clearances: performance for July 2019 was 73.3%
(Red); resulting in a service credit of
XXXXXXS43.
SLA14b Rework Examinations Cases over 25 days: there was 1 case over 25
days at July month-end (Red); resulting in a service credit of
XXXXXXS43. This
case was put forward for mitigation and was accepted; therefore the post mitigation
performance improved to zero cases over 25 days at July month-end and the
service credit reducing to
XXXXXXS43.
The total pre-mitigation service credits were XXXXXXS43. Following acceptance of
mitigation the post mitigation service credits reduced to XXXXXXS43 and the No-Pay
Amount for SLA1 was XXXXXXS43. Therefore the total Service Credits and No Pay
Amount to be applied for July 2019 is XXXXXXS43.
4.2.
XXXXXS40(2) asked IAS if the performance and service credits reported to the group
accurately reflected the July 2019 position for both Lot 1 and Lot 3; IAS agreed.
5.
DWP Operations & OED Update
5.1.
XXXXXS40(2) provided a Service Design and Transformation update:
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OFFICIAL – SENSITIVE
Quality decision making workshops to case managers (Holistic Decision making)
have now been completed. They have started to evaluate the difference this is
making.
Continue to look closely at how they improve the links between Disability Services
and Work Services – using the DEAs as support for Work Coaches in Jobcentres.
Linked to this closer working agenda DWP have now completed a very small Test
and Learn in Reassessment cases (DLA to PIP – a small team of seven CMs in
Telford) where claimants might be going from a high award in DLA to nil on PIP.
Introducing a telephone call to ensure DWP have all evidence before giving a nil
award. Evaluation of that test and learn is underway and will inform a similar test
and learn for PIP cases going from enhanced / enhanced to nil. That is being
designed – still very small scale.
State Pension Age changes have been implemented for Flow cases and IT
Changes for stock cases have just been implemented.
Looking at our FTA processes to streamline them.
DWP are making some preliminary enquiries to the paused CR around second
UTAs to see if this can be improved.
5.2.
XXXXXXS40(2) provided a DWP Operations update:
Award Review triage has resumed.
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S43
6.
AOB
6.1.
XXXS40(2) asked if IAS could clarify the FTA process when IAS tries to reschedule an
appointment butcannot get hold of the claimant and subsequently the claimant fails to
attend the original appointment.
XXXXXS40(2) took an action to confirm and share the
full FTA process and whether the original appointment remain open in case the claimant
does turn up for the original appointment (
XXXXXXXXXS38).
6.2.
XXXS40(2) asked everyone if there was any other business; no-one raised anything
further and
XXXS40(2) closed the meeting.
Next Meeting:
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Contact:
XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXS40(2)
Email:
XXXS40(2)@dwp.gov.uk
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