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<p>Quality is a priority for both the Personal Independence Payment (PIP) assessment
providers (APs), Capita and Independent Assessment Services, and the department. There
is a comprehensive performance regime which drives APs to meet stringent quality standards.
Through robust contract management processes, we continually monitor and work with
APs to manage performance and obtain maximum value. If they are unable to meet our
expectations, we will work with them to address any issues, whilst seeking any financial
compensation as appropriate under the terms of the contract.</p><p>Customer satisfaction
is one of the service level agreements within the PIP contracts. Each providers’ customer
satisfaction survey is undertaken by an independent third party, in line with the
requirements of their individual contract. They have consistently exceeded their customer
satisfaction target of 90%.</p><p>The Department for Work and Pensions (DWP) has an
independent audit function that continually monitors performance and provides feedback
to its providers. DWP works extensively with providers to make improvements to guidance,
training and audit procedures to ensure a quality service. Quality performance is
regularly reviewed through DWP and provider senior governance meetings at a national
level and in each of the provider areas</p>
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