1 Workshop sessions: day two ● CD infrastructure ● CD advisors ● Quality and contract management ● Referral pathways and standardised service ● Discussion ● Review and next steps

2 Session 3: quality and contract management ● The role of the OFT ● Statement of Service Requirements ● Key Performance Indications ● Contract review process ● Quality monitoring process ● Business processes

3 The role of the OFT ● Develop and maintain clear service requirements and robust business processes ● Formal review of service provision against contractual requirements ● Formal review of advice and data quality against national standards ● Dissemination of best practice ● Development and approval of training material ● Integration of new business into existing operation

4 Statement of Service Requirements ● General obligations ● Capacity and volume management ● Telephony and IT requirements ● Front and back office processes ● Contact centre management ● Business continuity ● OFT responsibilities

5 Key Performance Indicators ● KPIs and service levels are clearly defined and measurable ● Split into 5 categories ● Performance is regularly reviewed and improvement plans agreed where appropriate ● Quality bonus framework provides incentive to achieve requirements

6 Key Performance Indicators Category A – Customer Satisfaction ● At least 80% of consumers surveyed are very satisfied or satisfied with the service received ● At least 50% of consumers surveyed indicate that their problem is fully or partially resolved

7 Key Performance Indicators Category B – Operational Performance ● At least of 80% of calls offered are answered within 20 seconds ● No more than 5% of calls offered shall be abandoned ● Total callbacks generated shall not exceed more than 3% of calls answered

8 Key Performance Indicators Category B – Operational Performance ● At least 95% of all contacts must be responded to within 2 working days of receipt ● At least 70% of all inward contacts must generate the creation of a new case record ● At least 95% of prescribed reports are provided within the agreed timescales

9 Key Performance Indicators Category C – Operational Quality ● A minimum of 70% of all contacts and files monitored by the CD / OFT Performance and Quality Team are categorised as ‘good’ ● All 10 data quality targets must be achieved ● A minimum of 95% of names and addresses recorded by advisors on cases are deemed accurate

10 Key Performance Indicators Category D – Service Availability ● Total loss of service will not exceed twelve hours in any six monthly rolling period ● A minimum of 98% availability of service shall be achieved during operational hours in any one month rolling period

11 Key Performance Indicators Category E – Complaint Management ● All complaints about CD to be acknowledged within one working day of receipt ● A minimum of 90% of all complaints received to have received a substantive response within 28 days

12 Key Performance Indicators – quality bonus CategoryArea Measured Qualification Criteria% Bonus Payment A Customer Satisfaction Both targets must be achieved 50% BOperational Performance 6 out of 6 targets must be achieved 25% COperational Quality 3 out of 3 targets must be achieved 25%

13 Contract review process ● Formal reviews with suppliers at least quarterly ● Support and encourage the sharing of best practice ● Develop cohesive partnership working ● Ensure high standards of professional competence ● Agree appropriate development plans ● Develop detailed reports for suppliers, stakeholders and OFT

14 Contract review process ● Ensure referral partners are fulfilling the end to end service requirements ● Complete on site audits to ensure reporting is consistent and accurate ● Review business process compliance ● Review training and development programmes ● Review customer satisfaction surveys in order to identify service improvements at a local level

15 Contract review process - documents Performance and Quality Operations Review This document is intended to supplement the Quality Bonus Review document. It seeks to assess SSR compliance, support the sharing of best practice within Consumer Direct and manage performance risks, as agreed by the National Operations Group

16 Contract review process - documents ● Operational trends ● Training and development ● Attrition and absenteeism ● Marketing ● Processes ● Stakeholder engagement ● Action log and sign off

17 Contract review process - documents Quality Bonus Review This document assesses compliance with Quality Bonus targets and where appropriate makes recommendations as to actions required

18 Contract review process - documents ● Customer satisfaction ● Reporting ● Key Performance Indicators ● Action log and sign off

19 Quality monitoring process ● Suppliers submit a random sample of contacts each month ● OFT review calls, s and files against a national standard (pass mark 85%) ● Suppliers receive a monthly performance review ● OFT issues a quarterly service wide report ● Forms part of the KPI framework and quality bonus

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26 Business processes ● Critical to the consistency of service provision ● Compliance is a contractual requirement ● Centrally reviewed and amended at least annually ● Comprehensive suite of operational requirements

27 Questions ● Is this model one you would like to replicate? ● Who would be responsible for quality? ● How will you satisfy yourselves that the service is being delivered well? ● How will you satisfy your stakeholders that the service is meeting their needs?