FIVE COUNCILS CORPORATE SERVICES JOINT COMMITTEE Agenda Item: 06
FROM: Claire Hughes Date: 21 September
SUBJECT: Capita Performance Report: May to August 2020
Internal Use Only: Please complet e sign off boxes below prior t o submission t o Democrat ic Ser v i ces Seen by: Date 5C Monitoring Officers 21/9/20 Report Sign off 5C S151 (Finance) Officers 21/9/20 5C Joint Tactical Board representatives 21/9/20 This report presents the summary of performance across all Summary: services within the Capita contract from the month of May 2020 to August 2020 and includes quarterly KPI/PIs To note the Contract performance for the months of May 2020 to Recommendation: August 2020, including quarterly KPI/PIs Direct and/or The performance of the contract has a direct impact on customers indirect impact on accessing front line services contained within the contract. Monthly service delivery to monitoring of the contract performance ensures that a good quality our customers and service is maintained to benefit customers. communities Financial There are no direct financial implications arising from this report. Implications: Legal There are no direct legal implications arising from this report. Implications: Equalities There are no direct equalities implications arising from this report. Implications: Impact on Mutual The mutual aims include improving value for money and the Aims of the Five productivity of the councils’ staff. Councils
1 INTRODUCTION
Performance of the Capita contract is monitored monthly. The contract contains a range of Key Performance Indicators and Performance Indicators. The purpose of this report is to provide Joint Committee with the current performance status of the contract. It also details the current status of rectification activity, and recent progress made.
The report covers the period from the month of May 2020 until August 2020, with data supplied as per Appendix A. Definitions of performance indicators can be found at Appendix B.
The commentary below relates only to the exceptions and further details can be found at Appendix A and within each individual performance tile on the Socrata system.
LAND CHARGES
No exceptions to report. The service has seen a record number of transactions, following increased activity in the property market.
CUSTOMER SERVICES
Customer Services has had PI failures of PI002, PI 003 and PI004. The call centre is still seeing increased volumes of calls and more complex calls with longer durations (up by c28% of South Oxfordshire District Council’s switchboard alone). This is primarily due to waste and missed bins, business rate grant payments, reminder and budget letters. In South Oxfordshire District Council a number of calls were related to Storm Francis.
There was also a higher than average absence rate with the Out of Hours team. While cover was arranged at short notice the team were unable to recover the service levels due to low volumes and therefore achieved a PI failure of PI003.
No material, or “threshold” fails were incurred.
EXCHEQUER
With one exception, Exchequer achieved all measures except for a PI failure of PI004, Cash Management. This forms part of a rectification plan where the remedy is to arrange an alternative supplier; however, the authorities are deciding how to manage the cash collections and therefore Capita are not able to make such arrangements until those decisions have concluded.
KPI 001- payment of approved invoices – narrowly failed in July 2020. This was due to one transaction for South Oxfordshire District Council.
IT
No new exceptions to report May-August 2020.
2 REVENUES & BENEFITS
Indicators here are annual. However, it is possible to report that, despite significant increases in volumes, lead times for new Housing Benefit Claims and Changes of Circumstances have been maintained.
RECTIFICATION PLANS
As at the time of this report, the following rectification plans remain open:
Ref. Area Default Update RP1-2020 Finance and VAT Coding Errors The rectification activity within this Exchequer plan has been delivered. HMRC clearance for action is still needed, for Hart District Council. RP4-2020 Revenues Management of The rectification activity within this and Benefits Committals / plan has been delivered. The Summonses for South potential legal implications are and Vale subject to Monitoring Officer review. RP6-2020 Exchequer PI 004 Cash The rectification activity under this Management - failed plan cannot be delivered until the collections (serial since authorities clarify their cash 2019) collection requirements. RP7-2020 IT Network stability and All technical rectifications have been PI completed, but this will only be fully mitigated by the completion of the Havant and East Hants computer hardware project(CMW project). Note this only impacts on Havant and East Hants & South and Vale
During the period April 2020 to September 2020, the following have been able to be closed, following successful delivery of rectification activity:
Ref. Area Default Update RP2-2020 Exchequer Failure to comply with Relevant processes and monitoring statutory FOI now in place. deadlines RP3-2020 Customer PI 004 Calls All agreed actions around mitigating Services Answered - the impacts of Council Tax Billing on Revenues and call centre performance Benefits implemented in full. RP5-2020 Revenues Hart DC Council Tax All agreed actions implemented in and Benefits and NNDR Collection full, and impact demonstrable, in the Rates period prior to Covid-19.
One additional plan remains open, for the purposes of ensuring due financial compensation is received, for additional time incurred by each Authority’s External Auditors on the 2019/20 Annual Accounts. Capita await financial confirmation of costs incurred from Authorities.
3 Ref. Area Default Update N/A Finance and PI 004 Statement of Superseded by return of Finance and Exchequer Accounts Accountancy Service. . Overall, this picture represents a significant improvement on the same point in 2019. At that juncture, there were 19 Rectification Plans in place across all services, excluding IT. There were 2 IT Rectification Plans completed in the period May-Aug 2019
RECOMMENDATION
Committee to note the contents of this report.
Contact Officer: Claire Hughes Tel No: 07966 467088 e-mail: [email protected]
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Appendix A Performance Indicators from May 2020 until August 2020
EXCHEQUER KPI/PIs
Monthly - KPI001 - Payment of Invoices Monthly - KPI002 - Invoicing and Recovery Monthly - PI001 - Invoice Association May June July August May June July August May June July August Overall 100% 100% 99.94% 100% Overall 100% 100% 100% 100% Overall 100% 100% 100% 100% South Oxfordshire 100% 100% 99.17% 100% South Oxfordshire 100% 100% 100% 100% South Oxfordshire 100% 100% 100% 100% Vale of White Horse 100% 100% 100% 100% Vale of White Horse 100% 100% 100% 100% Vale of White Horse 100% 100% 100% 100% Mendip 100% 100% 100% 100% Mendip 100% 100% 100% 100% Mendip 100% 100% 100% 100% East Hampshire 100% 100% 100% 100% East Hampshire 100% 100% 100% 100% East Hampshire 100% 100% 100% 100% Havant 100% 100% 100% 100% Havant 100% 100% 100% 100% Havant 100% 100% 100% 100% Hart 100% 100% 100% 100% Hart 100% 100% 100% 100% Hart 100% 100% 100% 100%
Monthly - PI002 - Aged Debt Monthly - PI003 - Legal Report Monthly - PI004 - Cash Management May June July August May June July August May June July August Overall 100% 100% 100% 100% Overall 100% 100% 100% 100% Overall 92.42% 96.39% 92.05% 92.31% South Oxfordshire 100% 100% 100% 100% South Oxfordshire 100% 100% 100% 100% South Oxfordshire 89.47% 100% 86.96% 95.00% Vale of White Horse 100% 100% 100% 100% Vale of White Horse 100% 100% 100% 100% Vale of White Horse 100% 100% 100% 100.00% Mendip 100% 100% 100% 100% Mendip 100% 100% 100% 100% Mendip 84.62% 95.45% 86.96% 85.00% East Hampshire 100% 100% 100% 100% East Hampshire 100% 100% 100% 100% East Hampshire 100% 75.00% 100% 88.89% Havant 100% 100% 100% 100% Havant 100% 100% 100% 100% Havant 94.12% 100% 95.65% 95.00% Hart 100% 100% 100% 100% Hart 100% 100% 100% 100% Hart 100% 100% 100% 100.00%
CUSTOMER SERVICES KPIs/PIs
Monthly - KPI002 - First Time Resolution - R&B Monthly - KPI003 - First Time Resolution - Non R&B Monthly - PI001 - Email Response May June July August May June July August May June July August Overall 100% 100% 100% 100% Overall 99.86% 99.62% 99.79% 99.93% Overall 99.97% 100% 99.88% 99.89% South Oxfordshire 100% 100% 100% 100% Mendip 100% 100% 100% 100% Mendip 100% 100% 99.78% 99.81% Vale of White Horse 100% 100% 100% 100% Havant 99.76% 99.39% 99.70% 99.88% Havant 99.90% 100% 100% 100% Mendip 100% 100% 100% 100% Havant 100% 100% 100% 100% Hart 100% 100% 100% 100%
Monthly - PI002 - Calls Answered Monthly - PI003 - Calls Answered - Out of Hours Monthly - PI004 - Council Tax and Benefits Calls May June July August May June July August May June July August Overall 82.31% 63.48% 68.42% 72.62% Overall 87.34% 88.28% 80.00% 75.38% Overall 77.14% 83.85% 79.42% 77.11% South Oxfordshire 91.51% 85.94% 82.36% 70.12% South Oxfordshire 89.13% 77.50% 76.00% 73.24% South Oxfordshire 81.06% 88.21% 80.44% 77.91% Vale of White Horse 100% 100% 100% 100% Vale of White Horse 87.18% 90.91% 72.92% 72.58% Vale of White Horse 81.87% 86.92% 80.65% 76.54% Mendip 87.82% 61.37% 60.10% 69.65% Mendip 86.30% 95.45% 87.69% 80.30% Mendip 80.65% 87.06% 82.50% 80.78% Havant 76.68% 60.66% 71.31% 75.55% Havant 64.46% 77.88% 74.67% 72.20% Hart 81.34% 81.34% 75.35% 76.44% Quarterly - KPI004 - Customer Satisfaction March June Overall 95.50% 97.50% South Oxfordshire 93.58% 100% Vale of White Horse 94.25% 100% Mendip 96.48% 92.86% Havant 95.31% 100% Hart 98.46% 100%
5 LAND CHARGES KPIs/PIs
Monthly - PI002 - Local Land Resitrations Monthly - PI003 - Complaint Volumes May June July August May June July August Overall 100% 100% 100% 100% Overall 0 0 0 0 South Oxfordshire 100% 100% 100% 100% South Oxfordshire 0 0 0 0 Vale of White Horse 100% 100% 100% 100% Vale of White Horse 0 0 0 0 Mendip 100% 100% 100% 100% Mendip 0 0 0 0 Havant 100% 100% 100% 100% Havant 0 0 0 0 Hart 100% 100% 100% 100% Hart 0 0 0 0
Quarterly - KPI001 - 5 Day Search Quarterly - PI001 - 8 Day Search March June March June Overall 58.90% 60.90% Overall 100% 100% South Oxfordshire 59.20% 61.20% South Oxfordshire 100% 100% Vale of White Horse 59.30% 60.60% Vale of White Horse 100% 100% Mendip 57.60% 60.40% Mendip 100% 100% Havant 59.90% 62.10% Havant 100% 100% Hart 59.20% 60.30% Hart 100% 100%
IT KPIs/PIs
Monthly - KPI01 - Internal Service Monthly - KPI02 - External Service Monthly - KPI03 - External OOH May June July August May June July August May June July August Overall 100% 100% 100% 100% Overall 100% 100% 100% 100% Overall 100% 100% 100% 100% South Oxfordshire 100% 100% 100% 100% South Oxfordshire 100% 100% 100% 100% South Oxfordshire 100% 100% 100% 100% Vale of White Horse 100% 100% 100% 100% Vale of White Horse 100% 100% 100% 100% Vale of White Horse 100% 100% 100% 100% East Hampshire 100% 100% 100% 100% East Hampshire 100% 100% 100% 100% East Hampshire 100% 100% 100% 100% Havant 100% 100% 100% 100% Havant 100% 100% 100% 100% Havant 100% 100% 100% 100%
Monthly - PI003 - Incident Management Monthly - PI004 - Service Requests Monthly - PI001 - Patch Management May June July August May June July August May June July August Overall 95.56% 94.88% 92.52% 90.42% Overall 98.26% 98.12% 91.65% 90.65% Overall 100% 100% 100% 100% South Oxfordshire 97.22% 98.77% 90.77% 88.81% South Oxfordshire 98.85% 98.32% 88.93% 89.45% Vale of White Horse 97.22% 98.77% 90.77% 88.81% Vale of White Horse 98.85% 98.32% 88.93% 89.45% East Hampshire 93.65% 91.18% 93.72% 91.50% East Hampshire 96.39% 97.78% 96.10% 92.44% Havant 93.65% 91.18% 93.72% 91.50% Havant 96.39% 97.78% 96.10% 92.44%
Monthly - KPI04 - Incidents Monthly - PI005 - Change Requests Monthly - PI006 - First Time Fixes May June July August May June July August May June July August Overall 98.26% 98.12% 91.65% 100% Overall 100% 100% 100% 100% Overall 97.25% 97.74% 95.28% 94.78% South Oxfordshire 98.85% 98.32% 88.93% 100% South Oxfordshire 100% 100% 100% 100% South Oxfordshire 96.73% 98.17% 94.23% 89.47% Vale of White Horse 98.85% 98.32% 88.93% 100% Vale of White Horse 100% 100% 100% 100% Vale of White Horse 96.73% 98.17% 94.23% 89.47% East Hampshire 96.39% 97.78% 96.10% 100% East Hampshire 100% 100% 100% 100% East Hampshire 97.70% 97.37% 95.70% 98.05% Havant 96.39% 97.78% 96.10% 100% Havant 100% 100% 100% 100% Havant 97.70% 97.37% 95.70% 98.05%
Procurement KPIs/PIs
Quarterly - KPI002 - Sourcing Timelines March June Overall 100% 100% South Oxfordshire 100% 100% Vale of White Horse 100% 100% Mendip 100% 100% Havant 100% 100% Hart 100% 100%
6 Appendix B Performance definition
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 Maintain % of visitors with appointments for in-scope services to be seen within 2 minutes at Customer Access points / PI005 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 Maintain % of all official and accepted requests for local authority searches returned within 5 working days of receipt above KPI001 50% through September 2025 Maintain % of all official and accepted requests for local authority searches returned within 8 working days of receipt above PI001 99.5% through December 2025
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Exchequer Maintain payment of approved invoices within 5 working days or agreed payment terms above 100% through September KPI001 2025 Maintain issue of invoices and recovery documents in accordance with recovery policy timetable above 99.89% through KPI002 September 2025
Maintain invoices received are matched to purchase orders within 2 working days of receipt or are treated as exceptions PI001 (non-compliant invoices not on exceptions list will be returned to issuer) above 100% through September 2025
PI002 Maintain issue aged debt report within days of period end above 100% through September 2025
PI003 Maintain issue of legal reports within 25 working days of period end above 100% through September 2025 Maintain payments received banked on day of receipt or next business day if received after 12 noon above 100% through PI004 September 2025
Procurement Maintain proportion of sourcing exercises that are completed within the agreed time frames above 100% through September KPI002 2025
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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
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