Appendix A: Performance Information
Customer Services
Land Charges
Revenues and Benefits
Meeting of Members the 5Cs Joint Committee |
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Report of the Client Relationship Director Author: Claire Hughes E-mail: claire.hughes@havant.gov.uk
To: To the Members of the 5Cs Joint Committee DATE: 14 September 2022 |
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Recommendation(s)a) To note the performance reported against contract measures. b) To suggest 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 May 2022 through to July 2022. Commentary reflects the last report to Joint Tactical Board, tabled 18 August 2022.
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 reported data covers the period from the month of May 2022 through to July 2022, 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.
6. Land Charges met all its performance measures.
7. PI 002 calls answered in 20 seconds has failed – at the beginning of this quarter this was primarily due to a continued increase in Havant customer call which was driven by service failures around missed bins. In June Mendip also saw a 50% increase in their call volumes due to the annual garden renewals. Whilst speed to answer was failed a first time resolution rate of 100% was achieved. In July we started to see an improvement in performance. This is as a result of a reduction in Havant Bin collection issues and the reduction in calls regarding Mendip Garden Waste collection. As a temporary measure Capita has also increased the number of agents.
8. There is also a failure against PI004 – answering of R&B calls. June was extremely busy, and it is worth noting that the average length of calls has increased by 58 seconds against previous years. This is due to calls regarding historical debts and difficulty making payments due to the increased cost of living. Capita’s first time resolution rate is 95% as advisers work to help customers with these complex enquiries. This increase in workload continues, with a workload up by 19% in comparison to last July. The Energy Rebate Support line finished at the end of July and there is a risk that in August calls about the scheme will come into the main R&B contact centre.
9. To try to reduce the number of customers requiring support from the main R&B phone line, mitigating actions have been taken with additional information on websites, IVR and a dedicated Energy Rebate phone line but customers are still requiring an adviser. The authorities have requested Capita to submit costed options regarding increasing resources to enable an improvement in performance in this area.
IT
10. All KPIs and PIs were achieved in month, for April 2022.
11. In July 2022, all KPIs and PIs were achieved with the exception of KPI004 – resolution of P1s where 2 incidents were outside of the target. Global Protect connectivity issues which affected South Oxfordshire and Vale of White Horse. A root cause analysis is being undertaken to understand the cause. The second incident related to the Dorset scam email. A draft Rectification Plan has been submitted and a final version will be produced once the full root cause analysis has been completed.
REVENUES & BENEFITS
12. As anticipated, the work to administer the Energy Rebate scheme has remained a priority. 185,463 qualifying accounts have been paid (157,676 via bacs and 25,787 as credits on to customers’ Council Tax Bills). The Discretionary Energy Rebate Scheme is now to be reviewed and a scheme designed.
13. Despite having a good communications strategy, it is worth noting that the Energy Rebate Scheme is continuing to create additional correspondence into the service with customers emailing and writing in with their enquiries.
14. Benefits performance against the monthly trajectory continues to look positive.
15. Collection Rates for both Council Tax and Business Rates are looking very positive for the first three months of the year. Due to the difficult economic conditions, it is too early to say whether this collection trend will be sustained during the year.
OFF CONTRACT, ADDITIONAL WORK
16. In addition to contract items, Capita continues to work jointly with some or all Authorities on Government responses to Covid-19 and the cost-of-living crisis.
17. The authorities will continue to work with Capita on any emerging government support schemes which are expected to be announced in the coming weeks and months.
18. In this quarter one rectification plan has been closed and two remain open:
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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. Action is underway to deal with customer specific issues on a case-by-case base. This is updated within South and Vale, on a regular basis for monitoring purposes, and to assess ongoing impacts |
19. No specific impacts.
20. There are no direct financial implications arising from this report.
21. There are no direct legal implications arising from this report.
22. There are no material risks arising directly from this report.
23. There are no direct equalities implications arising from this report.
24. The following recommendations are tabled to the Committee:
a) To note the performance reported against contract measures.
b) To suggest interventions or further investigations regarding performance, as considered necessary.
None supplied (excluding stated appendices).
Appendix A: Performance Information
Customer Services
Land Charges
Revenues and Benefits
Appendix B – Trend Graphs for Customer Services Measures
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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 |