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<p>The Home Office has a rigorous contract compliance regime in place to ensure that
the required performance standards expected of all providers, as defined in the contracts,
are met. This includes monthly contract management and quarterly strategic review
meetings, as well as regular daily discussions with COMPASS providers’ operational
delivery managers about day to day issues. The Home Office investigates complaints
it receives from service users and third parties and works with contractors to ensure
that any issues raised are addressed promptly.</p><p>Performance against each key
performance indicator (KPI) is measured and may, dependent upon the level of non-conformance,
lead to the application of a KPI score. The overall/total score across all KPIs is
then used to determine the value of Service Credit (rebate) which should be deducted
from the monthly invoice. If an individual KPI is met, no score is accrued and no
service credit applies. The following table indicates the amount of service credits
recovered following KPI non-conformance for each of the COMPASS contracts from the
start of the contracts.</p><p> </p><table><tbody><tr><td><p> </p></td><td><p><strong>2013-2014</strong></p></td><td><p><strong>2014-2015</strong></p></td><td><p><strong>2015-2016
(YTD)</strong></p></td><td><p><strong>TOTAL</strong></p></td></tr><tr><td><p><strong>Serco
SNI</strong></p></td><td><p>£773, 792</p></td><td><p>£156,156</p></td><td><p>£443,
545</p></td><td><p><strong>£1,373,493</strong></p></td></tr><tr><td><p><strong>Serco
NW</strong></p></td><td><p>£3,137, 017</p></td><td><p>£1,974</p></td><td><p>0</p></td><td><p><strong>£3,138,991</strong></p></td></tr><tr><td><p><strong>G4S
MEE</strong></p></td><td><p>£1,349, 475</p></td><td><p>0</p></td><td><p>0</p></td><td><p><strong>£1,349,
475</strong></p></td></tr><tr><td><p><strong>G4S NEYH</strong></p></td><td><p>£368,
107</p></td><td><p>0</p></td><td><p>0</p></td><td><p><strong>£368, 107</strong></p></td></tr><tr><td><p><strong>CRH
WSW</strong></p></td><td><p>0</p></td><td><p>0</p></td><td><p>0</p></td><td><p><strong>0</strong></p></td></tr><tr><td><p><strong>CRH
LSE</strong></p></td><td><p>0</p></td><td><p>0</p></td><td><p>0</p></td><td><p><strong>0</strong></p></td></tr><tr><td><p><strong>TOTAL</strong></p></td><td><p><strong>£5,628,
391</strong></p></td><td><p><strong>£158,130</strong></p></td><td><p><strong>£443,
545</strong></p></td><td><p><strong>£6,230,066</strong></p></td></tr></tbody></table><p>
</p><p> </p>
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