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<p>All elements of Capita’s performance are monitored including the requirements for
the quality of assessments, which are assessed through audit. The PIP audit process
assesses the quality of a sample of assessment reports on a monthly basis against
the standards set out in the PIP Assessment Guide, with feedback provided to the provider.</p><p>
</p><p>Alongside contracted measures we continue to work extensively with Capita to
ensure the quality of service is continuously improved, including improvements to
guidance, training and the claimant journey.</p><p> </p><p>The Department has set
Capita challenging targets for the ‘Lot 2’ contract covering Wales and the Midlands.
The department robustly performance manages Capita against those requirements on a
regular basis.</p>
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