OFFICIAL – SENSITIVE
Minutes
Title:
PIP IAS Lot Performance Group (Lot 1 & Lot 3)
Date:S38
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Location:S38
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Telekit
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Details:S38
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Chair:S40(2)
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S40(2)
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Notes:S40(2)
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Observer:S40(2) xxxxxxxxxxxxxxxxxxxxxx
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1.
Welcome and Introductions
.1
Xxxxxxx
S40(2) thanked everyone for attending the meeting. She explained that due to
severe rail delays she would Chair the meeting until the arrival of
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S40(2)
.2
The minutes from the previous meeting were signed off.
Action Points
.1
xxxxxx
S40(2) went through the outstanding action points and updates were provided.
DWP Operations & SDT Update xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
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S40(2) from Service Design and Transformation provided an update:
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OFFICIAL – SENSITIVE
Following changes to the Rework Criteria in July 2019, it has come to light that it has been
applied inconsistently. As a result, this is being reviewed and examples are being added of
when a case should be rework.
A test & learn is taking place with Enhanced to Nil recommended cases. A telephone call is
being made to the customer at the review stage before a decision is made. Feedback will be
available following a full evaluation.
There is a review of SMS text messages sent to customers. Looking at both the language
and the timings of the messages. Findings will be shared once available.
The FTA pilot is now complete. Evaluation of this is in process and the findings will be shared.
SRTI light touch review options being considered before the end of the award. Proposal to
be delivered to senior leaders.
The Additional Support Marker review has taken place and a change went live through a
“Your Call” and instructions have been updated
IAS Performance Update (Attrition, Recruitment, Sickness, Forward Look)
Complaints: xxxxxxxxxxxx
S40(2) talked through the lastest complaints data and the
following points were noted:
The number of complaints received over the past quarter remains static with slightly more
activity around serious complaints.
A request was made for IAS to compile a report looking at complaints categorised as ‘Other’
at the end of quarter 1. Xxxxxxxxxxxxxxxxx
S38
Slide 7 of the presentation pack needs further clarification xxxxxxxxxxxxxxxxx
S38
.1
Claimant Satisfaction: It was noted that results in SW and London had decreased.
Comments received regarding the late start of assessments and convenience of location.
.2
Forward Look on Performance:
Recruitment: xxxxxxxxxxxxxxxx
S40(2) talked through the performance pack.
IAS recruited XXXX
S43 staff in December against a target of 35.
‘Frame’ campaign will be ready to launch to market once IAS have addressed several
questions arising.
Early indications are that 41 staff will be recruited in January. Xxxxx
S40(2) asked what
confidence IAS have in their current recruitment figures. xxxx
S40(2) stated that given the
increase in number of recruiters now working with IAS the numbers projected are more
achievable. The priority areas are on boarding and attrition and IAS have an expectation
that Feb/March will see net growth.
IAS recruitment partners have increased from 2 to 6, with both
Xxxx S43 and
Xxxx S43
having recently started.
New interview questions were introduced on xxxxxxxxxxxxxx
S38 and as a result IAS have
seen more candidates getting through the interview process. Out of 52 interviews 30
candidates have recently passed.
Xxxxx
S40(2) asked what support will be given to support the increase in recruitment. xxxxx
S40(2) stated that a plan has already been formulated, and includes additional mentors that
have been recently trained which will extend stage 3 of training. The principal risk for IAS is
their estate and they are producing a tool to indicate where there is potential room capacity
across the estate. Home consultation on boarding will also be delivered.
.3
Attrition:
IAS experienced high levels of attrition during December. Of the XX
S43 staff leaving 50%
were staff with service between 6-12 months undergoing absence management procedures.
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OFFICIAL – SENSITIVE
Regional action plans are being reviewed with specific areas of focus.
The Leaver Scratchpad is currently being finalised. It’s anticipated that when rolled out it
will give more detailed data regarding the reasons for staff leaving the business. To be
discussed at xxxxxxxx
S38 LPG
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Attrition for xxxxxxx
S38 is currently XXXX
S43 FTE against a planned forcast of 28.
.4
Sickness:
Sickness within IAS reduced by 0.5% to 13.5% on the previous month.
NW region continues to be a high absence area.
HR advisor on board in SW region.
Absence champions are in place to support and build resilience. A letter of support is issued
to employees with multiple absences.
Xxxxx
S40(2) commented that absence levels are still high and asked when IAS expect to
see a reduction. xxxxxx
S40(2) stated that she will share a details regarding regional data
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Sickness and recruitment remains a challenge for SCPs. Projections will be shared with
DWP
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IAS stated that supply chain partner 3 has introduced HR and Learning and development
expertise from their wider Group to work with the PIP management team to produce a PIP
People Strategy. They’ve been asked to present the plan early February. IAS will be
providing guidance, advice and support around this plan, with an expectation that this
partner quickly has an active people plan in place supporting recruitment, attrition and all
other related areas. Xxxxx
S40(2) will update at xxx
S38 LPG
Hotspots: SW region is a particular problem for cases o/55days. However, the decline has
slowed mainly due to the mobile pool (25 heads) which will continue until xxxxx
S38 when it
will move to the SE region. IAS stated there are plans to increase the mobile pool and xxxxx
S40(2) asked for sight of the plan for the mobile pool going forward
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Bonus Scheme: IAS are currently looking at a more sustainable bonus scheme that’s not
necessarily linked to overtime and would like to roll out by the end of xxxxxxxx
S38 and will
keep DWP informed of plans before rollout. A retention bonus is also being considered which
will be discussed at the xxxxxxxx
S38 LPG.
PBRs: Conversion rates for PBR cases have seen a reduction
. IAS stated the
reason for this
is that
they
are currently working through the pending queue (ie awaiting FME).
HP Productivity: xxxxxxx
S40(2) enquired if HP productivity levels were at required levels.
He will email xxxx
S40(2) with his specific requirements
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CHES Performance Review: SDRs agreed and signed off.
Next Meeting:
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S38
Contact:
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S40(2)
Email:
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S40(2) @dwp.gsi.gov.
3