Performance Requirements

The request was partially successful.

Dear Department for Work and Pensions,

We have provided helpful information leading to each request below. Please kindly supply the information requested for each request until the Section 12 cost limit is reached. If (or once) the cost limit is reached we shall make a fresh FoI submission from that point.

Information guidance leading to a request:

DWP recently published a document (dated January 2018) titled "Work and Health Programme Provider Guidance" subtitled "Chapter 16 - Performance Management and
Compliance Monitoring". (Linked to below but we've also sent it directly to the DWP FoI email address in case you cannot read online links from your website).

Page 1 section 2 states: "The aim is to ensure you meet the performance levels and customer service standards stipulated in your contract and where required take formal action against you, where you do not meet such performance levels and customer service standards."

* Request 1: Please kindly provide details of these 'performance levels' including any numeric or percentage values therein.

Information guidance leading to a request:

Page 1 section 2 states: "DWP will manage your performance at the headline CPA level, the headline Devolution Deal Area (DDA) level, and at individual customer group level (disability, LTU and early access) in the CPA, and may take performance improvement action should your performance in any of these fall below the levels stipulated in your contract. We will also monitor the performance of the individual participant groups within the DDA in order to inform progress towards an outcome. These will be included in the regime as Performance Indicators (PIs).

* Request 2: Please kindly provide details of these 'headline CPA levels'; 'headline Devolution Deal Area levels' ; 'Performance Indicators' including any numeric or percentage values therein.

Information guidance leading to a request:

Page 2 section 6 states: "DWP holding regular Contract Performance Review (CPR) meetings with you which will focus on achieving contractual performance levels and customer service standards including but not limited to, on an in-month, rolling 3 month, rolling 12 month and cumulative basis, in line with the Contract from Day One."

* Request 3: Please kindly provide details of these 'contractual performance levels' including any numeric or percentage values therein.

Information guidance leading to a request:

Page 3 section 13 states: "DWP will manage your performance against Performance Indicators (PI). These will include the individual participant groups within the DDA, and also the progress towards an outcome as informed by earnings commencement, and the £1,000 and £2,000 milestones. Where a PI potentially indicates a future failure of a tMPL, DWP may require you to develop an improvement plan to remedy this by issuing a Performance Indicator Course of Action Notice."

* Request 4: Please kindly provide details of these 'Performance Indicators' including any numeric or percentage values therein. Please explain what £1,000 and £2,000 milestones refer to (for instance is it extra payment for good performance?)

Information guidance leading to a request:

Page 6 section 27 subsection 1 states: "CPA level tMPL. This is the headline performance target; a CPA-level % conversion rate taken from your tender offers for each of the separate customer groups. Performance will be measured and managed on a cohort profile basis."

* Request 5: Please kindly indicate details of the 'CPA level tMPL headline performance target' along with any numeric or percentage value describing what this target currently is.

Information guidance leading to a request:

Page 6 section 27 subsection 2 states: "CPA level Disability Customer Group tMPL This is the performance target for persons who have a disability attending WHP on a voluntary basis, taken from your tender offer. Performance will be measured and managed on a cohort profile basis."

* Request 6: Please kindly indicate details of the 'CPA level Disability Customer Group tMPL' performance target along with any numeric or percentage value describing what this target currently is.

Page 6 section 27 subsection 3 states: "CPA level Early Entry Customer Group tMPL. This is the performance target for the Early Entry disadvantaged groups attending WHP on a voluntary basis, taken from your tender offer. Performance will be measured and managed on a cohort profile basis."

* Request 7: Please kindly indicate details of the 'CPA level Early Entry Customer Group tMPL' performance target along with any numeric or percentage value describing what this target currently is.

Page 6 section 27 subsection 4 states: "CPA level LTU Customer Group tMPL. This is the performance target for the LTU group attending WHP on a mandatory basis, taken from your tender offer. Performance will be measured and managed on a cohort profile basis."

* Request 8: Please kindly indicate details of the 'CPA level LTU Customer Group tMPL' performance target along with any numeric or percentage value describing what this target currently is.

Page 6 section 27 subsection 5 states: "DDA level tMPL The tMPL for the DDA will be measured both distinctly from and as part of the tMPL for the CPA (tMPL1). Performance will be measured and managed on a cohort profile basis. This is an aggregate of the performance against performance targets for each of the separate customer groups at DDA level; a DDA-level % conversion rate."

* Request 9: Please kindly indicate details of the 'DDA level tMPL' performance target along with any numeric or percentage value describing what this target currently is.

Thank you.

For reference here is the file we used for this request and as stated earlier we have provided a copy of this to your Freedom of Information email address

https://www.gov.uk/government/uploads/sy...

Yours faithfully,

Lee Jefferson
Journalist

DWP freedom-of-information-requests, Department for Work and Pensions

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Lee Jefferson left an annotation ()

For public reference here is a separate link to the file forming the basis of our request: https://d.pr/EL57E1

DWP Strategy Freedom of Information, Department for Work and Pensions

Thank you for your Freedom of Information request.

You can expect a reply by 02 March 2018 unless I need to come back to you to clarify your request or the balance of the public interest test needs to be considered.

If you have any queries about this letter please contact me quoting the reference number above.

Yours sincerely

DWP Strategy FoI Team

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Dear Department for Work and Pensions,

We have provided helpful information leading to each request below. Please kindly supply the information requested for each request until the Section 12 cost limit is reached. If (or once) the cost limit is reached we shall make a fresh FoI submission from that point.

Information guidance leading to a request:

DWP recently published a document (dated January 2018) titled "Work and Health Programme Provider Guidance" subtitled "Chapter 16 - Performance Management and Compliance Monitoring". (Linked to below but we've also sent it directly to the DWP FoI email address in case you cannot read online links from your website).

Page 1 section 2 states: "The aim is to ensure you meet the performance levels and customer service standards stipulated in your contract and where required take formal action against you, where you do not meet such performance levels and customer service standards."

* Request 1: Please kindly provide details of these 'performance levels' including any numeric or percentage values therein.

Information guidance leading to a request:

Page 1 section 2 states: "DWP will manage your performance at the headline CPA level, the headline Devolution Deal Area (DDA) level, and at individual customer group level (disability, LTU and early access) in the CPA, and may take performance improvement action should your performance in any of these fall below the levels stipulated in your contract. We will also monitor the performance of the individual participant groups within the DDA in order to inform progress towards an outcome. These will be included in the regime as Performance Indicators (PIs).

* Request 2: Please kindly provide details of these 'headline CPA levels'; 'headline Devolution Deal Area levels' ; 'Performance Indicators' including any numeric or percentage values therein.

Information guidance leading to a request:

Page 2 section 6 states: "DWP holding regular Contract Performance Review (CPR) meetings with you which will focus on achieving contractual performance levels and customer service standards including but not limited to, on an in-month, rolling 3 month, rolling 12 month and cumulative basis, in line with the Contract from Day One."

* Request 3: Please kindly provide details of these 'contractual performance levels' including any numeric or percentage values therein.

Information guidance leading to a request:

Page 3 section 13 states: "DWP will manage your performance against Performance Indicators (PI). These will include the individual participant groups within the DDA, and also the progress towards an outcome as informed by earnings commencement, and the £1,000 and £2,000 milestones. Where a PI potentially indicates a future failure of a tMPL, DWP may require you to develop an improvement plan to remedy this by issuing a Performance Indicator Course of Action Notice."

* Request 4: Please kindly provide details of these 'Performance Indicators' including any numeric or percentage values therein. Please explain what £1,000 and £2,000 milestones refer to (for instance is it extra payment for good performance?)

Information guidance leading to a request:

Page 6 section 27 subsection 1 states: "CPA level tMPL. This is the headline performance target; a CPA-level % conversion rate taken from your tender offers for each of the separate customer groups. Performance will be measured and managed on a cohort profile basis."

* Request 5: Please kindly indicate details of the 'CPA level tMPL headline performance target' along with any numeric or percentage value describing what this target currently is.

Information guidance leading to a request:

Page 6 section 27 subsection 2 states: "CPA level Disability Customer Group tMPL This is the performance target for persons who have a disability attending WHP on a voluntary basis, taken from your tender offer. Performance will be measured and managed on a cohort profile basis."

* Request 6: Please kindly indicate details of the 'CPA level Disability Customer Group tMPL' performance target along with any numeric or percentage value describing what this target currently is.

Page 6 section 27 subsection 3 states: "CPA level Early Entry Customer Group tMPL. This is the performance target for the Early Entry disadvantaged groups attending WHP on a voluntary basis, taken from your tender offer. Performance will be measured and managed on a cohort profile basis."

* Request 7: Please kindly indicate details of the 'CPA level Early Entry Customer Group tMPL' performance target along with any numeric or percentage value describing what this target currently is.

Page 6 section 27 subsection 4 states: "CPA level LTU Customer Group tMPL. This is the performance target for the LTU group attending WHP on a mandatory basis, taken from your tender offer. Performance will be measured and managed on a cohort profile basis."

* Request 8: Please kindly indicate details of the 'CPA level LTU Customer Group tMPL' performance target along with any numeric or percentage value describing what this target currently is.

Page 6 section 27 subsection 5 states: "DDA level tMPL The tMPL for the DDA will be measured both distinctly from and as part of the tMPL for the CPA (tMPL1). Performance will be measured and managed on a cohort profile basis. This is an aggregate of the performance against performance targets for each of the separate customer groups at DDA level; a DDA-level % conversion rate."

* Request 9: Please kindly indicate details of the 'DDA level tMPL' performance target along with any numeric or percentage value describing what this target currently is.

Thank you.

For reference here is the file we used for this request and as stated earlier we have provided a copy of this to your Freedom of Information email address

https://www.gov.uk/government/uploads/sy...

Yours faithfully,

Lee Jefferson
Journalist

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DWP Strategy Freedom of Information, Department for Work and Pensions

3 Attachments

FoI 471

Please see the attached reply to your Freedom of Information request.
 

Yours sincerely
 
DWP Strategy FoI Team

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show quoted sections

DWP Strategy Freedom of Information, Department for Work and Pensions

3 Attachments

FoI 471

Please see the attached reply to your Freedom of Information request.
 

Yours sincerely
 
DWP Strategy FoI Team

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