Who is responsible for and has oversite of outsourcing Benefit services to Capita

The request was successful.

Dear Charnwood Borough Council,

Capita Services

I would like to know the following information.

The date which Capita Services took over the provision of Benefit Services on your behalf.
Who made the decision and upon what basis?
Who has oversite of, and authority towards Capita, in regard of thier perfomance?
How much per year does Charnwood pay Capita to provide its services?
Who at CHARNWOOD can a person complain to about Capita?

As a footnote - Capita provide services on the behalf of Charnwood Borough Council, not instead of, and therefore there must be oversite and a means of correction by someone or group of people at Charnwood Borough Council.

Yours faithfully,

Kenny Green

foi@charnwood.gov.uk, Charnwood Borough Council

Thank you for your information request which is acknowledged.   

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Yours sincerely

Customer Experience Team

Charnwood Borough Council

e-mail [1][Charnwood Borough Council request email]

Tel 01509 634711

 

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foi@charnwood.gov.uk, Charnwood Borough Council

Dear Mr Green,

 

Following the above information request I am able to provide the following
information:

The date which Capita Services took over the provision of Benefit Services
on your behalf.

1/2/2010

Who made the decision and upon what basis?

There was a full procurement process in line with our procurement policy,
the final decision to approve Capita to take over the services then went
through to our Cabinet for approval.

Who has oversite of, and authority towards Capita, in regard of their
performance?

Head of Customer Experience is responsible for managing the delivery of
the contract.

How much per year does Charnwood pay Capita to provide its services?

£2,480,547

Who at CHARNWOOD can a person complain to about Capita?

Any complaints about Capita can be made through our standard Complaints
process, full detail can be found on our website
[1]https://www.charnwood.gov.uk/pages/compl...

 

If you would like to re-use the information provided, please see the
[2]re-use page on our website

If you have any questions or concerns please contact me.  I have outlined
our Freedom of Information Complaints Procedure below should you need to
make use of it.

Yours sincerely,

 

Megan Bilton

Data Protection and Information Security Officer

Charnwood Borough Council

[3][Charnwood Borough Council request email]

01509 634711

 

Charnwood Borough Council Freedom of Information and Environmental
Information complaints procedure

 

Informal Complaints Procedure

If you are dissatisfied with the way in which your request has been
handled please contact me, and I will try to resolve your complaint on an
informal basis within 15 working days.

If you are then still dissatisfied with the response, please follow the
formal complaints procedure below.

Formal Complaints Procedure

Put your formal complaint in writing, providing any supporting evidence,
to the Customer Experience Manager at the address noted below, who will
then investigate and respond to your complaint within 20 working days.

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information your complaint will automatically be referred to the Head of
Service and / or one of our Strategic Directors for independent
consideration.

Write to: Customer Experience Manager
Charnwood Borough Council
Southfield Road
Loughborough
Leicestershire
LE11 2TU
Telephone: 01509 634596
E-mail: [4][Charnwood Borough Council request email]

If you remain dissatisfied with the handling of your request or complaint,
you have a right to appeal to the Information Commissioner at:
The Information Commissioner's Office, Wycliffe House, Water Lane,
Wilmslow, Cheshire, SK9 5AF.  Telephone: 0303 123 1113.  Website:
[5]www.ico.gov.uk

There is no charge for making an appeal.

 

 

 

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