Agenda item

Capita Partnership Performance Report Review

A report by the Director of Finance, Performance and Procurement, setting out the current performance of the Capita contract as well as providing an update on any improvement plans which were in place during 2018/19.

 

The Committee is asked to consider and comment on the performance of contracts being delivered by the Capita partnership.

Minutes:

84.1  The Committee considered the Capita Partnership Performance report from the Director of Finance, Performance and Procurement (copy appended to the signed minutes). The Chairman welcomed Mr Dale Wood, Capita Partnership Director, who attended for the item.

 

84.2  The Strategic Contracts and Supplier Relationship Management Lead introduced the report which details performance in year 6 of the contract with Capita, and highlighted key information for the Committee. Performance is in line with expectation, and Key Performance Indicator (KPI) failures are detailed in the report. Data is being used to inform improvements including improvements to the management of change for the next contract year, and to enhance resource planning.

 

84.3  The Committee made comments in relation to the report including those that follow. It:

·         Expressed disappointment that the ongoing dissatisfaction with the Pensions service was not overcome, and commented that Members hope the transfer of Pensions to Hampshire County Council will provide a better solution for members of the scheme.

·         A Member highlighted that some individual active and deferred pensioners have not been informed of the change to the administrator. The Cabinet Member for Finance and Resources commented that communications have gone out to all members of the Local Government Pension Scheme (LGPS) and officers will follow up this point with the Member directly.

·         Commented that there is customer dissatisfaction with the service offered to schools and queried what was being done to address this issue. Mr Wood, Capita Partnership Director, explained the main concern was that there is not a dedicated resource for the provision to schools. Investments have been made and liaison officers to assist schools have been introduced. Customer satisfaction will be measured again in one year and it is hoped this will show improved satisfaction. New technology has also been put in place to automate the transfer of data from schools which will provide long term improvements

·         Commented that the overall satisfaction rate was disappointing, queried whether the satisfaction level would be improved if the feedback on the Pensions service were excluded, and queried whether the KPIs are weighted. The Strategic Contracts and Supplier Relationship Management Lead confirmed the score would improve in that instance. Individual KPIs are weighted and they do change over time as required and agreed by the Partnership.

·         Commented that there are a consistent number of KPI failures during the years of the contract, that KPIs should be SMART and achievable, and that consistent performance levels are of less concern than erratic performance. Mr Wood, Capita Partnership Director, highlighted that as the KPIs change direct comparison between contract years can be problematic or less effective, and noted that the KPIs are designed to be stretch targets. The Leader commented that the KPIs are worthwhile, achievable and help avoid complacency. Random sampling and trend analysis within the Partnership help to interrogate and add value to the statistics.

·         Commented that the data breaches noted in the report should also be looked at from a finance and reputational risk and materiality perspective, i.e. how significant and material is the data breach.

·         Queried whether differences of opinion have occurred in the Partnership between the Council and Capita, how these are managed, and whether any major disputes have occurred. The Strategic Contracts and Supplier Relationship Management Lead confirmed the governance process in place aims to escalate and resolve any disagreement or dispute. Escalations have occurred and any disputes that may arise will be dealt with through the contractual governance process.

·         Queried whether the implications of the Whole Council Design (WCD) project will impact upon renewal of the Capita contract due to end in 2022. The Cabinet Member for Corporate Relations explained officers are already considering the renewal or re-procurement of the contract from 2022 onwards which will provide improved visibility of the WCD programme, and Member feedback on this is welcomed.

·         A Member expressed concern regarding the planned use of cloud computing outlined in the IT Strategy, and requested to review the Strategy in due course before it is finalised. The Cabinet Member for Corporate Relations highlighted that the IT Strategy has been refreshed over the last few years and is due to be reviewed by the Corporate Transformation Board. The technology is used by many organisations however the Member’s comments will be fed back.

 

84.4  Resolved:

 

1)      That the Committee are generally satisfied with the performance of the Capita Contract and note the customer satisfaction issues are being addressed, particularly in relation to the service provided to schools;

 

2)      That the Committee note Member comments on the value of Key Performance Indicators and whether trend analysis, finance and reputational risk and materiality should be reported; and

 

3)      That the Committee review the IT Strategy in due course before it is finalised.

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