5Cs Joint Committee |
|
|
|
|
|
Report of the Client Relationship Director Author: Matt Goodwin E-mail: matt.goodwin@havant.gov.uk
To: To the 5Cs Joint Committee DATE: 1 December 2021 |
|
|
|
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 April 2021 to October 2021. Commentary reflects the period since the last report to Members of the Committee, tabled 6th October 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 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 April 2021 to October 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 mainly to the exceptions and further details can be found in Appendix A.
6. Land Charges met all its performance measures.
7. The service has performed well this month in terms of the first-time resolution of Customers’ enquiries. However, the high volume and enquiry type has resulted in failure against the time taken to answer calls.
8. Failures under PI 002, calls answered to time for customer service lines, have continued. As previously reported, this is due to the ongoing issues with Havant waste collection. Call volumes have reduced and performance against this measure has improved this month to an overall performance of 77%, which is a significant uplift. All parties continue to work together to ensure effective communication during this period but, until the root cause of the issue is resolved, it will continue to impact on customer services.
9. In addition, a further failure of PI 004, calls answered to time for Revenues and Benefits, was also triggered. This is due to the exceptional Council Tax call volumes being received. The increased Council Tax Court activity has improved collection rates compared to the same time last year. However, it has impacted on the contact centre in terms of volume and length of calls. Against the last comparable October (2019) call volumes are up by 23%. In a similar comparison, call length has increased by 17% with a large number of customers needing additional time/support in respect of recovery action.
10. PI 003, out of hours calls answered to time, also registered a minor fail. This PI was only narrowly missed due to 6 calls being answered outside of the 50 second call answering target. This is not advised to be an ongoing concern but will be monitored.
11. All KPIS and PIs have been achieved with the exception of PI003. Failure against this PI was due to an incorrect process being followed on the administration of the tickets. Measures have been put in place to correct the process but the tickets that negatively impacted on October’s performance had already been raised (ahead of measures being put in place).
12. There are no monthly or quarterly PIs to report against.
13. Issues have been experienced with Mendip Courts cancelling dates due to staff shortages. Capita have met with the Court to discuss but this is something that is being experienced across Somerset. The Courts are confident that the situation will improve but Mendip Council Tax collection could be impacted by these cancellations.
14. Housing Benefit workloads for all Councils have increased in October due to the receipt of c.5,000 Universal Credit Change notices due to the removal of the £20 top up. This increase, of work from the DWP, could continue into November and will could impact on New Claim and Change of Circumstance performance.
15.As at the time of this report, the following rectification plans remain open:
|
Ref. |
Area |
Default |
Update |
|
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. |
|
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. |
16. No specific impacts.
17. There are no direct financial implications arising from this report.
18. There are no direct legal implications arising from this report.
19. There are no material risks arising directly from this report.
20. There are no direct equalities implications arising from this report.
21. 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
|
Customer Services |
|||||||||||||||||||
|
KPI002 |
Maintain first time resolution – Revenues and Benefits Customer Contact above 80% through September 2025 |
||||||||||||||||||
|
KPI003 |
Maintain first time resolution – Contact Centre/Switchboard – above 95% through September 2025 |
||||||||||||||||||
|
KPI004 |
Maintain Customer satisfaction above 95% through September 2025 |
||||||||||||||||||
|
PI001 |
Maintain emails responded to by the close of the next working day above 95% through September 2025 |
||||||||||||||||||
|
PI002 |
Maintain % of calls answered in 20 seconds across the Contact Centre above 80% through September 2025 |
||||||||||||||||||
|
PI003 |
Maintain % of hour of hours calls answered in 50 seconds above 80% through September 2025 |
||||||||||||||||||
|
PI004 |
Maintain % of council tax and benefits related calls answered in 60 seconds above 80% through September 2025 |
||||||||||||||||||
|
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 |
||||||||||||||||||
|
|
|||||||||||||||||||
|
Land Charges |
|||||||||||||||||||
|
PI002 |
Maintain local land charges registrations completed within 24 hours of receipt above 99% through September 2025 |
||||||||||||||||||
|
PI003 |
Maintain complaints upheld relating to search below 0 complaints through September 2025 |
||||||||||||||||||
|
KPI001 |
Maintain % of all official and accepted requests for local authority searches returned within 5 working days of receipt above 50% through September 2025 |
||||||||||||||||||
|
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 |
||||||||||||||||||
|
|
|
|
|||||||||||||||||
|
Revenues and Benefits
|
|||||||||||||||||||
|
KPI001 |
Maintain average speed of processing for new benefits claims below 13 Days through September 2025 |
||||||||||||||||||
|
KPI002 |
Maintain average speed of processing for benefit changes on or below 6 Days through September 2025 |
||||||||||||||||||
|
PI001 |
Maintain financial accuracy of benefits assessments above 96 % through September 2025 |
||||||||||||||||||
|
PI002 |
Maintain council tax in year collection above targeted % through March 2021 |
||||||||||||||||||
|
PI004 |
Maintain council tax in year collection above targeted % through March 2021 |
||||||||||||||||||
|
PI 005 |
Maintain business rates in year collection above 99 % through September 2025 |
||||||||||||||||||
|
PI 007 |
Maintain housing subsidy claims accurately completed & submitted on a timely basis above 100 % through September 2025 |
||||||||||||||||||
|
|
|
||||||||||||||||||
|
IT |
|||||||||||||||||||
|
KPI01 |
Maintain availability of internal facing business critical services above 99.9% through September 2025 |
||||||||||||||||||
|
KPI02 |
Maintain availability of external facing business critical services for core hours above 99.9% through September 2025 |
||||||||||||||||||
|
KPI03 |
Maintain availability of external facing business critical services for non-core hours above 99% through September 2025 |
||||||||||||||||||
|
KPI04 |
Maintain incident management - P1 (severity 1 service incident) above 90% through September 2025 |
||||||||||||||||||
|
PI001 |
Maintain patch management above 90% through September 2025 |
||||||||||||||||||
|
PI003 |
Maintain incident management of severity 2 - severity 4 service incidents above 90% through September 2025 |
||||||||||||||||||
|
PI004 |
Maintain service requests above 90% through September 2025 |
||||||||||||||||||
|
PI005 |
Maintain change requests above 90% through September 2025 |
||||||||||||||||||
|
PI006 |
Maintain first time fixes above 60% through September 2025 |
||||||||||||||||||
