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<p>The Department has two Personal Independence Payment (PIP) contracts with Atos,
each covering a geographical area. North of England & Scotland (Lot 1) has a value
of £206,703,507. London & South of England (Lot 3) has a value of £183,894,556.</p><br
/><p>There are a number of Service Levels (Key Performance Indicators are not used
in PIP contracts) which Atos are required to deliver to meet the Department’s service
requirements. These are detailed in the attached Annex 1. In addition, a number of
interim Service Levels have been introduced to address specific performance targets.</p><br
/><p>In the event Atos fail to achieve a key service level, contracts provide for
Service Credits to be applied. Service Credits are a contractual remedy applied to
Atos to recognise the loss of service received and to ensure any performance issues
are rectified quickly.</p>
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