Performance data hasn't been published for nine month but just before Christmas a series of performance files appeared on the council website detailing the performance from January to September 2018. I have charted the data below but there is a subtle difference in that the SLA target for answering calls has been raised from 20 seconds to 60 seconds so that should help Capita to meet their target. However the evidence doesn't back that up.
There seems to have been a huge problem in August and September with 3,273 callers hanging up having waited so long to get through. Capita only met the SLA target in two months out of nine (May and June). Given that in 2015/16 Capita only met the SLA twice when the target was much harder at only 20 seconds, it doesn't demonstrate to me that Capita are improving
It would be good to hope that this data would be considered when the Council is deciding which services to bring back in house but I know from experience that this will be a purely political decision irrespective of the evidence. Capita seem able to consistently under perform but get away with it as long as they promise to do better. They have been in place for five years now and it isn't getting better. How much longer do we have to wait until we get a decent service?