Capita charged £116k as surveys show they fail to satisfy Barnet council officers

Barnet Council's latest performance data shows that Capita Customer and Support Group (CSG) has failed targets for Commissioner and User satisfaction surveys based on CIPFA benchmarking (Chartered Institute for Public Finance & Accountancy) in the five services areas of IT, Finance, Procurement, Estates and HR. Barnet council has imposed service credits of £116,473 on Capita as a result. 

The CIPFA corporate value for money questionaires ask council staff - both Commissioners and Users - to provide detailed information about value for money and efficiency, and to rate the five CSG support services against a series of statements. 

Two further service credits totalling £24,214 were also imposed on Capita for failing two resident satisfaction key performance indicators (KPIs) on easy access to services and responding quickly, and £30,194 was charged for payroll errors and a fail against critical IT service availability. The value of another service credit for failing to provide data on the percentage of savings achieved is pending. A total of £170,881 in service credits was charged to Capita in the first quarter of 2016/17.

The survey results and performance against other KPIs were provided to last week's Performance & Contract Management Committee (PCM, 6 Sep).

In a separate report draft proposals to improve the Capita CSG contract from the contract review working group were also presented. The report into the contract review states that "The review is designed to give both parties to the contract (Capita Business Services Ltd and the Council) an opportunity to review overall performance; consider what is going well; and identify areas for improvement." Intriguingly, one of the proposed desired outcomes listed of the two-way review is "Identification of changes required to enable the council to be a better client."

The  £320m Capita CSG contract is now in its fourth year, with the first review point of the ten year contract underway (Year 3). The final proposals of the contract review working group will be reported to the 15 November PCM meeting.

Labour's Performance & Contract Management Spokesperson, Cllr Geof Cooke said: "If this is Capita requesting that Barnet be better clients, I can only marvel at their audacity. Many residents think Capita are not doing a good job, now Council officers are finding the same. 

"This is the first time that the staff satisfaction survey has been completed properly - last year the Tory administration did not ensure a sufficient survey sample was collected, and so Capita were not held to account on this performance measure and the opportunity to apply service credits was missed.
"On the contract in general, we said from the start that the thin client model where Capita monitor themselves wouldn't work, so I hope the Tories running the Council will now get their act together and make sure that Capita delivers on its promises."


1.  The results of the Commissioner and User satisfaction surveys can be found on p11-12 of the Q1 Service Performance report:

2. A copy of the report on the contract review and draft 'desired outcomes' can be found here:

3. Details of the CIPFA corporate value for money indicators with sample surveys can be found here: 

4. Details of the service credits imposed on Capita in Q1 2016/17 can be found on p7 and 8 of the Customer and Support Group Q1 report here:

For more information contact Cllr Geof Cooke:

To contact the Barnet Labour Group: 020 8359 2568

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