Justice CommitteeSupplementary evidence from Capita

Issues

The spreadsheet (see annex) shows the number of issues received, the percentage of the total volume and the closure time in hours. You will note the turnaround times are particularly long historically, however, part of this is caused by resolved complaints not being closed down on the system. In addition, when Capita acquired Applied Language Solutions there were a lot of processes which needed to be fixed immediately and we have taken time to work through the issues process to ensure it is robust. In the last seven weeks, we have made great progress and our issues process is now robust and operating in line with contractual terms.

Performance Data

The monthly performance data is detailed below, this is the overall performance for all customers under the MoJ Framework Agreement (HMCTS, HMP, CPS and the Police).

February	March	April	May	June	July	August
72%	84%	91%	94%	95%	95%	96%

September 2012