Follow-up to: 1685-2021 Hi, "We are able to provide KPI failures and performance levels for the two primary SLAs in the 7 contracts, so if you would like this information please let us know." - yes, please send these over. Also, since there's no mention of any issues relating to providing the ITTs for both the framework agreement and the call-offs, please provide these. Any other data relating to any KPI/SLA failures within the last 12 months, please send over. If the last 12 months still isn't narrowed down enough - please provide the above and as per the FOIA, advice on how to narrow it further. Finally, as per the original email, please confirm the number of call-off contracts you've published into CF/TED is correct. Under the PCR 2015, TFL is required to publish any call-off over £10k. Best wishes,

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TfL Ref: 2006-2021

Thank you for your email received by us on 18 December 2020 asking for contractual information following your previous request for information (reference:1685-2021).

Your request has been considered in accordance with the requirements of the Freedom of Information (FOI) Act and our information access policy.  In your previous request (1685-2021) you asked the following information:
I would like to make a request for the following information relating to this framework agreement (published here) titled - TfL 91640 Customer Services Framework - which was awarded to Capita, Journeycall and Charles Novacroft Direct in 2016.
Could you please provide me with the following information -
• Original ITT documents for the framework
• Original ITT documents for any call-offs via the framework
• Whether there have been any SLA/KPI failures over the length of the contract
• Any data you may have on SLA and KPI performance for each supplier over the length of the contract
Also, could you please confirm the total number of call-offs from the framework? I can see you've published 8 awards collectively worth £163m to these suppliers into CF and/or TED throughout the length of this agreement - is this correct? (see attached photo for ref)
For the avoidance of doubt, you can see the advice on publishing call-offs into CF here - https://assets.publishing.service.gov.uk/government/uploads/system/uploads/attachment_data/file/560268/Guidance_on_Frameworks_-_Oct_16.pdf.
Whilst the above request was refused on cost-limit grounds, we also stated that ‘we are able to provide KPI failures and performance levels for the two primary SLAs in the 7 contracts, so if you would like this information please let us know’ to which you have responded in your current request: - yes, please send these over.

Please find attached the performance of our suppliers against the two primary Service Level Agreements (SLAs) in our Supplier contracts. Both SLAs are summarised below:

1. Our primary SLA for telephone calls is for our suppliers to answer 90% of these calls prior to a caller hanging up. We measure this by calculating what is known in the industry as an ‘Abandonment Rate Percentage’ which is abbreviated as ABR% in the attached spreadsheets. Each worksheet has the respective suppliers’ performance against a call type from when each contract went live. For example, our Oyster telephone contract went live in 2015, whereas our Contactless Payment Card contract went live during the previous financial year and therefore data for the latter has a shorter date range

2. Our primary SLA for written correspondence is to respond to 80% of our correspondents within a designated date range. The date range is dependent on the complexity of the case. Our outsourced correspondence cases fall into shorter date ranges as they are deemed less complex; this is typically between one to three working days

The attached data is differentiated across four worksheets and our seven contracts fall into the four workstreams listed below

1. Oyster card telephone calls
2. Oyster card correspondence
3. All cycle hire contacts
4. All Contactless Payment Card contacts.

Furthermore, there are four Oyster card telephone contracts, with two across each supplier. These have been merged into one worksheet, with an additional Supplier A and B column for ease of reference. Data is provided in the financial yearly periods that we use for reporting purposes.

Please note that whilst ‘SLA failure’ has been referenced previously, it is important to note that during Period 13 last year for instance, our Suppliers were not able to meet the SLA due to an exponential increase of calls caused by the national lockdown. Therefore, given such exceptional mitigating circumstances we do not consider this to be a ‘failure’.
Your current request also asks for:
Also, since there's no mention of any issues relating to providing the ITTs for both the framework agreement and the call-offs, please provide these.
Any other data relating to any KPI/SLA failures within the last 12 months, please send over. If the last 12 months still isn't narrowed down enough - please provide the above and as per the FOIA, advice on how to narrow it further.
Finally, as per the original email, please confirm the number of call-off contracts you've published into CF/TED is correct. Under the PCR 2015, TFL is required to publish any call-off over £10k.
The number of call-offs from the Framework are provided below:

Call Off One  - Oyster Calls, Lost and Stolen and Oyster Card Production - £17m
Call Off Two – Oyster Calls - £6.7m
Call Off Three – Oyster Calls - £5m
Call Off Four – Cycle Hire Contract Centre - £2.1m
Call Off Five – Oyster Correspondence - £2.5m
Call off Six – Oyster Calls - £1.9m
Call Off Seven – Contactless Payment Cards Contact Centre Services - £10m

Call off Eight – This is currently being retendered and will replace Call off One, Two, Three and Six.

Please note the Framework has also been published and shows a value of up to £100m; this is the expected value of the total call offs over the six years of the Framework.
We publish all Invitations to Tender since April 2014, via the following link to our website: https://tfl.gov.uk/corporate/publications-and-reports/invitations-to-tender 
Details of tenders and contracts with a value over £5,000 can be found here: https://tfl.gov.uk/corporate/transparency/#on-this-page-4

In accordance with section 21 of the FOI Act, we are not obliged to supply you with a copy of some of the requested information as it is already accessible to you elsewhere.

Unfortunately, to provide the remainder of information you have requested would still exceed the ‘appropriate limit’ of £450 set by the Freedom of Information (Appropriate Limit and Fees) Regulations 2004, given the considerable volume of documentation that we would need to locate, extract, manually review and collate for the purposes of your request into a format that is suitable for public disclosure.

Under section 12 of the FOI Act, we are not obliged to comply with a request if we estimate that the cost of determining whether we hold the information, locating and retrieving it and extracting it from other information would exceed the appropriate limit. This is calculated at £25 per hour for every hour spent on the activities described.

To help bring the cost of responding to your request within the £450 limit, you may wish to consider narrowing its scope by focusing on one supplier for example, so that we can more easily locate, retrieve and extract the information you are seeking. If you want to refine your request or make a Freedom of Information Act request in future, please bear in mind that the Freedom of Information Act allows you to request recorded information held by us. You should identify the information that you want as clearly and concisely as you can, specifying the types of document that you are looking for. You might also consider limiting your request to a particular period of time, geographical area or specific departments of the organisation.

Although your request can take the form of a question, rather than a request for specific documents, we do not have to answer your question if it would require the creation of new information or the provision of a judgement, explanation, advice or opinion that was not already recorded at the time of your request.

Please note that we will not be taking further action until we receive your revised request.

If you are considering submitting a further FOI request please think carefully about whether the request is essential at this current time, as answering FOI requests will require the use of limited resources and the attention of staff who could be supporting other essential activity. Where requests are made, please note that our response time may be impacted by the current situation.

If this is not the information you are looking for, or if you are unable to access it for any reason, please do not hesitate to contact me.

Please see the attached information sheet for details of your right to appeal as well as information on copyright and what to do if you would like to re-use any of the information we have disclosed.

Yours sincerely

Jasmine Howard
FOI Case Officer
FOI Case Management Team
General Counsel
Transport for London
 

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