PIP
Annex 1
Service Levels and Termination Thresholds
A / B / C / D / E / FNo. / SLA / Required Performance Level / Service Credit / Reporting Level and Duration / Termination Threshold
1 / Quality of assessment reports derived from the audit of reports / 4% or less C grade reports in year one (1), reducing to 3% or less in year two (2) and subsequent years. / £32 per case above 4% in year 1 and 3% in year 2. / Regional / Lot calculated on a rolling 3 Monthly basis / 10% or more of grade C reports.
Over a rolling three (3) Month period or
Any six (6) Months in a rolling twelve (12) Months
2 / Quality of assessment reports derived from the audit of reports / 20% or less B grade reports in year one (1), reducing to 15% or less in year two (2) and subsequent years. / £16 per case above 20% in year 1 and 15% in year 2. / Regional / Lot calculated on a rolling 3 Monthly basis / No Termination Threshold
3 / Re-work of assessment reports deemed not fit for purpose.
To be ‘fit for purpose’ reports must be:-
- Fair & impartial
- Legible and concise
- In accordance with legislation
- Comprehensive, clearly explaining medical issues raised
- In plain English/free of medical jargon
- Presented clearly
- Complete with answers to all queries relating to disability/incapacity matters raised by DWP.
0.5% in year three (3) / Output price per report plus £32 admin cost to the Authority per month. / Lot, Region and each Assessment Centre
Calculated on a monthly basis. / 5% or more reports deemed not fit for purpose.
Over a rolling three (3) Month period or
Any Six (6) Months in a rolling Twelve (12) Months
4 / PIP Assessment end to end assessment process (excluding TI cases). / 97% cleared within thirty (30) Working Days
AAOT = forty (40) working days / £44 per case below 97% (Monthly), and in addition £44 per case above the AAOT. / Lot, Region and each Assessment Centre
Weekly and Monthly / 85% cleared within thirty (30) Working Days
Over a rolling three (3) Month period or
Any six (6) Months in a rolling twelve (12) Months
5 / Terminally Ill (TI) cases end to end assessment process. / 99% cleared within two (2) Working Days
100% to be cleared within five (5) Working Days. / £12 per case below 99% for the 2 working day target, and in addition £63 per case below 100% for the 5 Working Day target. (Monthly) / Lot, Region and each Assessment Centre
Weekly and monthly / 95% cleared within two (2) Working Days
98% cleared within Five (5) Working Days
Over a rolling three (3) Month period or
Any six (6) Months in a rolling twelve (12) Months
6 / Authority referrals for advice / 98% cleared within two (2) Working Days
AAOT = four (4 )working days / £8 per case below 98%, and in addition £8 per case above the AAOT. / Lot, Region and each Assessment Centre
Weekly/Monthly / 90% cleared within Two (2 ) Working Days
Over a rolling three (3) Month period or
Any six (6) Months in a rolling twelve (12) Months
7 / Re-work of assessment reports deemed not fit for purpose. / 98% cleared within two (2) Working Days
AAOT = four (4 ) Working Days / £8 per case below 98%, and in addition £8 per case above the AAOT. / Lot, Region and each Assessment Centre
Weekly/monthly / 90% cleared within two (2) ) Working Days
Over a rolling three (3) Month period or
Any six (6) Months in a rolling twelve (12) Months
8 / Claimant call waiting time / 80% of calls to be answered within thirty (30) seconds, in total, 90% of calls to be answered. / £6 per case below 80% for calls answered in 30 seconds and £6 per case below 90% for calls to be answered. (Monthly) / Lot, Region Daily/Weekly/monthly / 80% of calls answered
Over a rolling three (3) Month period or
Any six (6) Months in a rolling twelve (12) Months
9 / Claimant Satisfaction Rate relating to the quality of service provided. / Claimant Satisfaction Rate to be at least 90%. / £18 per case below 90% (quarterly). / Lot, Region and each Assessment Centre
Quarterly/Annually
(Supported by MI provided monthly) / No Termination Threshold
10 / Initial scrutiny, to decide on whether further medical evidence is required or to arrange F2F / 99% cleared within two (2) Working Days
AAOT = three (3) Working Days / £4 per case below 99% (Monthly), in addition £4 per case above the AAOT. / Lot, Region
Monthly (this will be supported by weekly MI at assessment centre level) / No Termination Threshold.
11 / Waiting Time / Assessment centre consultations - 90% of all claimants to be examined within thirty (30 ) minutes of their appointment time.
Home consultations - 90% of claimants to be examined within sixty (60) minutes of their appointment time. / £9 per case below 90% (monthly). / Lot, Region and each Assessment Centre
Monthly, Rolling 12 Months. / 80% of claimants examined within thirty (30) minutes of appointment.
80% of claimants examined within sixty (60) minutes of their appointment time.
Over a rolling three (3) Month period or
Any six (6) Months in a rolling twelve (12) Months
12 / Claimants Sent Home Unseen – where onus is on the supplier includes:-
- Claimant called in error
- Same gender not provided when requested
- Interpreter not provided when requested
- Claimant arrived on time but would not wait more than 30 minutes
- No of claimant attended exceeds capacity
- HP unavailable
- HP did not attend for session
- System performance problems
Monthly, Rolling 12 Months. / 10% of claimants sent home unseen.
Over a rolling three (3) Month period or
Any six (6) Months in a rolling twelve (12) Months
13 / Continuous Professional Development (CPD )for Medical Personnel:
Delivery of Training Programme / By 31 July each year, the Contractor will have delivered completely all components of the agreed training programme to the Medical Personnel for that year. / Single annual credit of £10,000 for failed delivery / Delivery of Report / No termination threshold.
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