Agenda item

(To receive a report by Sophie Reeve (Assistant Director – Commercial) and John Wickens (Assistant Director – IMT), which provides an update on Serco's performance against contractual Key Performance Indicators specified in the Corporate Support Services Contract between July and October 2019, and provides an update on the progress made against key IMT-related transformation and transactional projects being undertaken by Serco and other third party suppliers)

Consideration was given to a report by the Serco Contract Manager, which provided an update of Serco's performance against contractual Key Performance Indicators (KPI) specified in the Corporate Support Services Contract between July and November 2019.

Members were advised that there was a typing error in the addendum report which had been circulated and the Target Service Level (TSL) achieved for November 2019 should read '35'.

Members were advised that CSC_KPI_04, '% of total calls that are Abandoned Calls' had failed to meet the TSL for August 2019. This was due to changes that Serco made to its services which were intended to improve efficiency and resilience. However, an unintended and unanticipated effect of this was increased abandonment. Serco had immediately started remediation work including routing fewer calls to another centre and increasing resource. This KPI had also failed to meet the Minimum Service Level in September 2019, however this KPI had achieved its Target Service Level for October and November 2019.

Members were informed that a number of KPI's had been granted mitigation and were detailed within the report.

The Operations Manager Director – Serco informed Members that there had been a number of successful audits for Serco's financial assessments, which had provided additional assurance to the Council. The Corporate Refresh Programme had also been a success, with around 2000 new devices having been rolled out and 80 remaining.

Members reviewed the performance of the Corporate Support Services Contract information and commended the positive achievements made by the service.

It was commented that there had been a noticeable improvement in the quality of service offered by the customer service centre. It was noted that colleagues seemed more engaging and welcoming. It was requested that this feedback be passed on to colleagues within the customer service centre.

Consideration was then given to a report by the Assistant Director – IMT and the Head of Portfolio and Resources – IMT, which provided an update on the progress made against key IMT-related transformation and transactional projects being undertaken by Serco and other third party suppliers.

Members were referred to Appendix A to the report, which set out the top twenty priority IMT projects for review by the Board.

Members were invited to ask questions, in which the following points were noted:

·       Members questioned whether it was still necessary to continue to receive the top 20 IMT projects considering the significant improvements in IMT performance. Officers advised that they were now working in a 'business as usual' state and were constantly improving. 

·       Members were pleased to see a positive direction of travel and commitment from IMT.

·       The Executive Director – Commercial explained that the 'fixing the basics' projects were now nearing completion and officers were now looking forward to shift the approach and work on projects that were scheduled for the future. It was recommended that a report on projects that were amber and red be reported to the Board in future, and to only report the green projects once they reach the completion stage, to allow Members to see if projects had been successful.

·       Members felt that it was important to continue to receive updates on any red and amber projects.

·       The Chairman agreed to contact all Members of the Board following the meeting to ask for feedback and agree the best way forward for future reporting.

RESOLVED:

1.        That the Board be reassured about the performance of the         Corporate Support Services Contract and the performance of key   projects.

2.        That the highlighted 20 IMT projects in Appendix A be reviewed.

3.      That the comments made above be noted.