PTD Meeting Notes Title of Meeting Date of Meeting Meeting Location Attendees Work Programme PTD CPA 17 South

h Yorkshire Delivery Model Walkthrough 4 May 2011 Supplier Name: Serco

Mayfield Court, Sheffield DWP: redacted Serco: redacted JCP: redacted

Record of Discussion

Delivery Model Walkthrough redacted provided the Jobcentre Plus representatives with an overview of Serco. Serco work with national and local governments in areas of public service, including health, education, transport, science and defence. Their private sector customers are industry-leading organisations in a wide variety of markets. redacted provided the rationale for the Serco delivery model and the selection of their subcontractors. The network of subcontractors was selected based on their experience, specialities and strengths. All of the selected subcontractors are local, have demonstrated performance on a range of programmes and have existing infrastructure. Sercos three stage delivery model focuses primarily on providers getting jobseekers into work with a renewed incentive at each stage/transition point to get customers into work. Serco will facilitate effective referral to subcontractors and will reduce/increase flows for lower/higher performing providers. Sercos Performance Managers will have daily contact with subcontractors and will support and challenge areas of development. Serco will continuously monitor and maintain their quality standards. Serco will produce performance reports on a weekly basis that are broken down by cohort and provider. Q1: redacted asked how Serco will ensure that their own innovation comes through their provider network. A1: redacted advised that Serco will take best practice from organisations and share this with their subcontractors to work together and drive innovation throughout the network. Serco will also hold workshops and training sessions and will provide subcontractors with more information on the hidden job market. Q2: redacted raised the issue of the lack of information on how programmes are performing. A2: redacted advised attendees that Serco issue Performance reports on a weekly basis that are broken down by cohort and provider.

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redacted agreed to add the Jobcentre Plus representatives to the distribution list for these reports. Q3: redacted asked how performance management will work in practice. A3: redacted advised that Serco are finalising their KPIs and will then cascade the contract to their subcontractors. redacted confirmed that their process is likely to look similar to that used for their current provision e.g. weekly meetings as a minimum with monthly and annual review meetings. Q4: Serco have experienced some problems in identifying some of their customers who have exceeded the recommended length of time on provision. How will Serco resolve this issue for the Work Programme? A4: redacted advised that the backlog of customers was a contributing factor to this problem. Serco are proactively managing this issue and have improved their MI to allow the identification of aged customers and any blockages in the customer journey. redacted advised that in the last six months (compared with the previous six months) Sercos performance in this area has significantly increased. Q5: redacted asked how Serco will ensure the same and equal service between subcontractors. A5: The Serco Quality Team spends a lot of time in operations. To ensure continuity of service the same IT system will be used for customers. Serco will hold Focus Groups with customers and are establishing a website for jobseekers which will enable them to provide feedback on the service. Q6: redacted asked how long until the providers are ready. A6: redacted advised that providers will be ready within six months or less. redacted provided an overview of the Serco Delivery Model and customer journey. redacted advised attendees that Serco are looking to replicate their current IMPACT IT system for the Work Programme. Third Party Provision Managers have access to this system and the training available. Serco have emailed their subcontractors with the dates for these training sessions. Serco will issue an Induction Pack to subcontractors which includes an introduction to Serco and the Delivery Model etc. redacted informed attendees that Serco have now secured new premises on Ecclesall Road in Sheffield. Serco are also liasing with the local Council regarding the options to co-locate at sites. redacted advised that Serco have engaged with a range of local stakeholders to gain a better understanding of the local issues and to link into the local initiatives. Jobcentre Plus representatives are asked to consider and identify any other key stakeholders e.g. within the health or housing arena and are to advise redacted accordingly.

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In order to ensure that their services are run transparently, with local ownership and accountability, Serco are creating Mutual Management Boards in each area. These Boards will include representatives from a range of local stakeholders, including local government, health services, education, offender management, housing and business. Sercos subcontractors will also be represented, as will jobseekers themselves. Serco are looking for independent, Non-Executive Chairs of each of these Boards. Q7: How will Serco ensure that customers are not lost in transition? A7: redacted confirmed that this will be avoided through MI reporting and the PPEP being reviewed before each transfer/transition. Q8: How will Serco ensure vacancies are shared across the supply chain? A8: Serco will seek to provide a single point of contact for employers to pool vacancies across this area. Serco will encourage the sharing of all vacancies across all providers. Front line Advisors will have access to Sercos Toolkit to upload, share and access vacancies. Action Points AP 1: redacted to confirm the timeframe for initial engagement with customers (following referral). AP 2: redacted advised that Serco have engaged with a range of local stakeholders to gain a better understanding of the local issues and to link into the local initiatives. Jobcentre Plus representatives are asked to consider and identify any other key stakeholders e.g. within the health or housing arena and are to advise redacted accordingly. AP 3: redacted advised attendees that Serco issue Performance reports on a weekly basis that are broken down by cohort and provider. redacted agreed to add the Jobcentre Plus representatives to the distribution list for these reports. Action Point Owner As indicated Date(s) for Clearance Date recorded By the next meeting 18/05/2011 04/05/2011

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redacted

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