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\u2019 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>
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><\/td> | 2013-2014<\/strong><\/p><\/td> 2014-2015<\/strong><\/p><\/td> 2015-2016 (YTD)<\/strong><\/p><\/td> TOTAL<\/strong><\/p><\/td><\/tr> Serco SNI<\/strong><\/p><\/td> £773, 792<\/p><\/td> £156,156<\/p><\/td> £443, 545<\/p><\/td> £1,373,493<\/strong><\/p><\/td><\/tr> Serco NW<\/strong><\/p><\/td> £3,137, 017<\/p><\/td> £1,974<\/p><\/td> 0<\/p><\/td> £3,138,991<\/strong><\/p><\/td><\/tr> G4S MEE<\/strong><\/p><\/td> £1,349, 475<\/p><\/td> 0<\/p><\/td> 0<\/p><\/td> £1,349, 475<\/strong><\/p><\/td><\/tr> G4S NEYH<\/strong><\/p><\/td> £368, 107<\/p><\/td> 0<\/p><\/td> 0<\/p><\/td> £368, 107<\/strong><\/p><\/td><\/tr> CRH WSW<\/strong><\/p><\/td> 0<\/p><\/td> 0<\/p><\/td> 0<\/p><\/td> 0<\/strong><\/p><\/td><\/tr> CRH LSE<\/strong><\/p><\/td> 0<\/p><\/td> 0<\/p><\/td> 0<\/p><\/td> 0<\/strong><\/p><\/td><\/tr> TOTAL<\/strong><\/p><\/td> £5,628, 391<\/strong><\/p><\/td> £158,130<\/strong><\/p><\/td> £443, 545<\/strong><\/p><\/td> £6,230,066<\/strong><\/p><\/td><\/tr><\/tbody><\/table> <\/p> <\/p>"}
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