Addendum to Annex 2 Amendments to Prime Contractors Tender

Area Information Systems Sections of the bid 4.1 4.1b 5.3 Amendment IMPACT will be based on our existing IT solution as opposed to the development of a new system. As set out in the bid, it will be used by all subcontractors and is the system where each Customers Personal Profile and Employment Plan will be kept. All subcontractors will be trained to use the system and we have identified resource in place to support subcontractors on a day-to-day basis. Development is ongoing to meet full functionality and will continue over the life of the contract in light of changes to the solution, DWP requirements, etc. Provider adherence to the principles of the Customer Charter will be monitored by Sercos QA and Performance Management Team, and Customer satisfaction will be measured using ongoing on-site observations, online questionnaires such as via our Jobseeker website, and ad hoc focus groups, rather than via a KPI as outlined in our tender. Toolkit will be used by QA and Performance Managers to report monthly on qualitative elements of KPIs via assessments. This will be reviewed alongside the performance KPI data from IMPACT. We will keep this under review during the life of the contract. Our KPI regime consists of two elements: measurement against KPIs and step-in interventions as set out in our tender. We will not introduce a points-based KPI system, but our KPIs will continue to be measured and have actions associated with each in the event of underperformance. This may include the development of a Performance Improvement Plan, adjusting flows, and financial penalties such as adjusting payment structures or subcontract termination, which is in line with what was set out in our tender. Management structure Part 5 6.1 Annex 5 We maintain reporting lines as indicated in the tender, to provide clear accountability, however, the Welfare to Work business will now report into Serco Home Affairs. The organisational/management

KPIs

4.1b 5.3 5.6

Serco in Confidence

6.2 Part 7 8.1a 9.2

structure will be kept under review and further revised to optimise performance as the contract progresses. Our proposed revised management structure for the Work Programme is as follows: redacted

Solution

7.1 7.2 4.1b

. Customers will have access to Sercos Jobseeker website which will be developed in conjunction with Monster Jobs UK, rather than the bespoke Customer Job Portal. Sercos Jobseeker website will include collateral to assist individuals with jobsearch and link through to Monster advertised vacancies, as set out in the tender. Additionally, network sourced vacancies that are stored on Toolkit will be accessible by frontline advisers. Subcontractors will have access to a Customers PPEP prior to the first appointment as outlined in the tender. Review of PPEPs by subcontractors will continue, rather than prompted via the IT system as outlined in the tender, subcontractors will be able to escalate issues about the quality of PPEPs to their named Performance Manager. PPEPs will also be sampled regularly by our QA Managers and we will provide toolkits as part of our Quality Improvement Framework which will support subcontractors to produce high-quality PPEPs. The Innovation, Enterprise and Investment funding will be made available for business cases deemed suitable and providing appropriate return on investment.

Serco in Confidence

Serco in Confidence

Serco in Confidence