Wednesday, 27 July 2016

Barnet Pay £17.5 Million to Capita in June

On Monday night I gave evidence at the Performance and Contract management working group which is undertaking a 3 year review of the Capita CSG contract. One of the areas I covered was the increasing cost of the Capita contract specifically in areas such as special projects and contract variations.
The evidence I gave  included the table below:

This shows that we have spend £33.44 million more on the CSG contract than was originally envisaged. (It doesn't include the spending on the other Capita contract, Re). I was encouraged to hear  Cllr Zinkin say that this was an area they were looking into having heard my concern expressed about this previously.

However, yesterday the supplier payments for June were published and guess who was a massive recipient?  Yes Capita!

On the two contracts, CSG and Re, Capita were paid £17.5 million in June so, by the looks of it, a lot more special projects and contract variations.

In terms of Capita's performance, I also submitted some charts on telephone performance over the last 12 month. Whilst the average figures say they are meeting the target of answering calls within 20 seconds, I like to look into the detail of the figures. Some calls are automated where you say the name of the person you want to speak to and these calls are all classified as meeting the service level target at 100%. However, this offsets some poor performance on other calls.The charts below are for three specific service areas and shows, on a monthly basis, what percentage of calls are answered within the agreed target and how many calls are abandoned - that is residents give up after waiting too long for their call to be answered.

This shows that over the last year calls to Housing Benefit have only been answered within the agreed service level target once and that over the year more than 6,400 calls have been abandoned.

Calls regarding Council Tax have only hit the agreed service level target twice in the last year and more than 8000 calls have been abandoned.

Finally, in terms of Adult Social Care, the 20 second target is never hit and almost 4,800 calls were abandoned.  That is exceptionally worrying but worse, I seem to be the only person who is highlighting this problem. (Calls for April, May and June were not recorded in the performance figures).

I made the point to the working group that staff turnover and the failure to retain staff is a major contributing factor to both meeting these targets and to ensuring residents are getting the best quality service from knowledgeable and experienced staff. This runs throughout the contracts not just on answering telephones yet Barnet do not measure Capita against staff turnover Key Performance Indicators (KPIs), something which I hope they will address as part of this review.

I have also submitted my evidence on the 324 contractual commitments that were made by Capita which you can read (or not) here and have asked the working group to make sure that someone actually checks to see if they have been honoured.

I hope that the working group really scrutinise the CSG contract performance and, as I said at the meeting, several hundred hard working Barnet Council employees were made redundant to implement this contract. We owe it to those people to at least check that the promises made are being delivered.

No comments:

Post a Comment