5Cs Joint Committee |
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Report of the Client Relationship Director Author: Matt Goodwin E-mail: matt.goodwin@havant.gov.uk
To: The Members of the 5Cs Joint Committee DATE: 6 October 2021 |
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Recommendation(s)a) To note the performance reported against contract measures. b) To direct interventions or further investigations regarding performance, as considered necessary. |
1. This report presents the summary of performance across all services within the Capita contract from the month of January 2021 to August 2021. Commentary focuses on the period June 2021 to August 2021.
2. Performance of the Capita contract is monitored at least monthly through the performance measures set out in the contract; these measures are a range of Key Performance Indicators and Performance Indicators.
3. The purpose of this report is to provide Members of the Joint Committee with the current performance status of the contract. It also details the current status of rectification activity, and progress made against those rectification plans.
4. The report covers the period from the month of January 2021 to August 2021, with data supplied as per Appendix A. Some of the more variable Customer Services data is shown in graph form in Appendix B, to better illustrate trends. Definitions of performance indicators can be found in Appendix C.
5. The commentary below relates only to the exceptions and further details can be found in Appendix A and within each individual performance tile on the Socrata system.
6. Land Charges met all its performance measures. This is in the context of impacts caused by the changing Government stance on Stamp Duty and new working styles under the pandemic.
7. The performance picture for Customer Services remains complex. Failures under PI 002 have continued, due to an unprecedented increase in the number of calls related to waste collections for Havant Borough Council. The Authority have continued to press for a joint resolution to issues in this area and have made significant progress in matters such as communications. This is providing for a stronger customer experience which, certainly in July and August, has seen a reduction in call volumes from a significant peak in June 2021. This continues to be closely monitored and specific interventions in areas such as complaints resolution are being rolled out.
8. Linked to the above, a failure of KPI 004 was also triggered. This is a quarterly KPI covering % of customer satisfaction assessed through a Customer Services agent led question set. This performance was clearly linked to dissatisfaction relating to waste calls for Havant Borough Council. The expectation is that the picture will improve if there is a turnaround on Waste Calls. However, wider work on assessing customer satisfaction is underway with Capita.
9. On the Revenues and Benefits lines, covered under PI 004, there had been serial failures on monthly call handling performance during 2020, and early in 2021. Following implementation of an agreed Service Improvement Plan, there have been improvements over recent months, with the PI achieved between April and July 2021. In August, there was a PI failure realised, due to increases in call volumes arising from distinct post Covid-19 recovery actions requested by Authorities. These include re-instigation of Council Tax reminders and court action, where this had previously been paused.
10. IT met all of its performance measures.
11. Revenues & Benefits performance indicators are reported on annually, in May to June 2021. The report presented to an informal meeting of members of the Committee in July 2021 covered this position.
12.As at the time of this report, the following rectification plans remain open:
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Ref. |
Area |
Default |
Update |
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RP1-2020 |
Finance and Exchequer |
VAT Coding Errors |
The rectification activity within this plan has been delivered. Closure of the plan has been paused pending HMRC feedback on issues for Havant and East Hampshire. |
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RP4-2020 |
Revenues and Benefits |
Management of Committals / Summonses for South and Vale |
Rectification activity within this plan has been delivered, with regards to ensuring processes operate correctly now. The implications of past issues remain under consideration. |
13.One plan has been closed since the last meeting:
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Ref. |
Area |
Default |
Update |
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N/A |
Finance and Exchequer |
PI 004 Statement of Accounts |
Superseded by return of Finance and Accountancy Service. |
This had been kept open pending resolution of a request for compensation for additional audit fees incurred by Authorities. This has been resolved.
14. No specific impacts.
15. There are no direct financial implications arising from this report.
16. There are no direct legal implications arising from this report.
17. There are no material risks arising directly from this report.
18. There are no direct equalities implications arising from this report.
19. The following recommendations are tabled to the Committee:
a) To note the performance reported against contract measures.
b) To direct interventions or further investigations regarding performance, as considered necessary.
· None supplied.
Appendix A: Performance Information
Appendix B – Trend Graphs for Customer Services Measures
Appendix C - Performance definitions
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Customer Services |
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KPI002 |
Maintain first time resolution – Revenues and Benefits Customer Contact above 80% through September 2025 |
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KPI003 |
Maintain first time resolution – Contact Centre/Switchboard – above 95% through September 2025 |
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KPI004 |
Maintain Customer satisfaction above 95% through September 2025 |
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PI001 |
Maintain emails responded to by the close of the next working day above 95% through September 2025 |
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PI002 |
Maintain % of calls answered in 20 seconds across the Contact Centre above 80% through September 2025 |
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PI003 |
Maintain % of hour of hours calls answered in 50 seconds above 80% through September 2025 |
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PI004 |
Maintain % of council tax and benefits related calls answered in 60 seconds above 80% through September 2025 |
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PI005 |
Maintain % of visitors with appointments for in-scope services to be seen within 2 minutes at Customer Access points / Remote Offices above 80% through September 2025 |
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Land Charges |
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PI002 |
Maintain local land charges registrations completed within 24 hours of receipt above 99% through September 2025 |
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PI003 |
Maintain complaints upheld relating to search below 0 complaints through September 2025 |
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KPI001 |
Maintain % of all official and accepted requests for local authority searches returned within 5 working days of receipt above 50% through September 2025 |
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PI001 |
Maintain % of all official and accepted requests for local authority searches returned within 8 working days of receipt above 99.5% through December 2025 |
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Revenues and Benefits
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KPI001 |
Maintain average speed of processing for new benefits claims below 13 Days through September 2025 |
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KPI002 |
Maintain average speed of processing for benefit changes on or below 6 Days through September 2025 |
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PI001 |
Maintain financial accuracy of benefits assessments above 96 % through September 2025 |
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PI002 |
Maintain council tax in year collection above targeted % through March 2021 |
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PI004 |
Maintain council tax in year collection above targeted % through March 2021 |
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PI 005 |
Maintain business rates in year collection above 99 % through September 2025 |
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PI 007 |
Maintain housing subsidy claims accurately completed & submitted on a timely basis above 100 % through September 2025 |
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IT |
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KPI01 |
Maintain availability of internal facing business critical services above 99.9% through September 2025 |
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KPI02 |
Maintain availability of external facing business critical services for core hours above 99.9% through September 2025 |
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KPI03 |
Maintain availability of external facing business critical services for non-core hours above 99% through September 2025 |
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KPI04 |
Maintain incident management - P1 (severity 1 service incident) above 90% through September 2025 |
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PI001 |
Maintain patch management above 90% through September 2025 |
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PI003 |
Maintain incident management of severity 2 - severity 4 service incidents above 90% through September 2025 |
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PI004 |
Maintain service requests above 90% through September 2025 |
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PI005 |
Maintain change requests above 90% through September 2025 |
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PI006 |
Maintain first time fixes above 60% through September 2025 |
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