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DWP to Atos Contract 2010

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DWP to Atos Contract 2010 Powered By Docstoc
					Employment and Support Allowance

Customer Experience Model Version 2


Owner: Andy Speakman
Authors: David Parr, Vivek Sharma
Contributors: Kay Smith, Aaron Georgiou
Audience: Employment and Support Allowance Stakeholders
Date: 05th July 2007
Version: 1.0
Status: Baselined

                                    Restricted Management   0   0
Contents Page


    Background

    Section 1: Executive Summary

    Section 2: Customer Scenarios

    Section 3: Customer Experience Insight

    Section 4: High Level Customer Journey With Timeline

    Section 5: Next Steps


  The customer requirements outlined in this Customer Experience Model are set out in a
  separate document, ‘ESA Customer Requirements Matrix’ (Reference No. ESA 0121)


                                     Restricted Management                                1   1
Background to the Customer Experience Model (1)
  On 24th January 2006 the Government published its Green paper ‘A new deal for welfare:
  Empowering people to work’ which set out a range of proposals for a fundamental reform of the
  British welfare system. The Welfare Reform Bill received Royal Assent on 3 May 2007, becoming
  the Welfare Reform Act 2007.

  Central to the Welfare Reform agenda is the proposal for radical reform of Incapacity Benefit (IB) to
  create a climate of proactive support to assist customers back to work; promote a positive customer
  experience and the removal of some of the complexities around benefit administration.

  To identify the key problems customers currently face in claiming IB, we analysed existing DWP
  research, consulted with customer representative groups and conducted a customer survey to inform
  the Customer Experience Model Version 1. We also commissioned external customer research* to
  inform this iteration of the customer experience model.

  Based on the above research, detailed customer requirements ** were created and reviewed by
  relevant policy, procedural and product stakeholders to confirm their accuracy as well as whether
  and how the requirements will be met, partially met or not met by the current Employment and
  Support Allowance (ESA) design.

  For all the Operating Model discussions and workshops customer experience drivers were included
  as part of the key objectives and the efforts were made to address the customer requirements, where
  possible.
  * Detailed information on these findings and recommendations are contained in the Leeds Metropolitan University report.
  ** The full list of requirements cover a broad spectrum of views and some of the requirements are aspirational - it may not be possible to deliver all the requirements.



                                                                                        Restricted Management                                                                2   2
Background to the Customer Experience Model (2)
  Version 1 of the Customer Experience Model identified points of pain for the customer under the
  current IB regime and the possible solutions. In this version, we have tested the current design of
  ESA against the customer requirements and the points of pain identified in Version 1.

  Through the use of scenarios, this document has tested the ESA design against the customer
  requirements and the points of pain. The document has compared the customer experience under
  ESA vs. IB and has shown the improvements wherever applicable. The document has also
  highlighted the functions and areas which need further work in order to assure the programme that
  customer requirements (wherever agreed) will be met.




                                          Restricted Management                                         3   3
    Section 1
Executive Summary




    Restricted Management   4   4
The ESA customer experience is based on five key criteria




                   Sensitive and     Restricted Management                      Timely And Accurate 5
                                                                                                  5
Easy To Contact                       Minimizing Touch Points   Data Handling
                  Personal Service                                                    Payment
        The current ESA design has addressed some customer requirements, others
        are under consideration and some are unmet
        Customer
        Customer                                                                                                                                                                              Customer Exp.
                                                                                                                                                                                              Customer Exp.
                                                                                                                      Implications for the Customers
                                                                                                                       Implications for the Customers                                       Requirements Status
    Experience Drivers
    Experience Drivers                                                                                                                                                                      Requirements Status
                                                                             Multiple Channels for making claim, information available in variety of formats, better provision for
                                                                              Multiple Channels for making claim, information available in variety of formats, better provision for
                                                                             third-party help, Easier navigation through the telephony options thrown by IVR (redesigned)
                                                                              third-party help, Easier navigation through the telephony options thrown by IVR (redesigned)
                                                                             Mktg material to provide easy and detailed understanding of ESA, Adequate staffing of CCs and BDCs
                                                                              Mktg material to provide easy and detailed understanding of ESA, Adequate staffing of CCs and BDCs                  27 %
         Easy To Contact                                                     to reduce wait times in queues, length of the call to be reduced, improve links with GP and medical
                                                                              to reduce wait times in queues, length of the call to be reduced, improve links with GP and medical
         Easy To Contact                                                     professionals                                                                                                                      56%
                                                                              professionals                                                                                                     17 %
                                                                             Online channel to be introduced for making claim, checking progress and arranging callback, extend
                                                                              Online channel to be introduced for making claim, checking progress and arranging callback, extend
                                                                             ESA “freephone” service for mobile customers
                                                                              ESA “freephone” service for mobile customers


                                                                             Customers made aware of the other benefits they might be eligible for and sent forms (in some cases
                                                                              Customers made aware of the other benefits they might be eligible for and sent forms (in some cases
                                                                             filled e.g. HB/CTB), Agent alerted (CAM) of the special needs of the customer, new notifications
                                                                              filled e.g. HB/CTB), Agent alerted (CAM) of the special needs of the customer, new notifications
                                                                             designed and customized for easier understanding, Contact History available in CAM for tailoring
                                                                              designed and customized for easier understanding, Contact History available in CAM for tailoring
                                                                             responses for better service, RR claim available by telephony
                                                                              responses for better service, RR claim available by telephony
         Sensitive And
         Sensitive And                                                       Mktg – formalize use of voluntary services in claim assistance, all customer facing staff to be trained             55 %           35%
                                                                              Mktg – formalize use of voluntary services in claim assistance, all customer facing staff to be trained
         Personal Service
         Personal Service                                                    to tailor their approach for customers with special needs (e.g. mental health), CC and BDC to provide
                                                                              to tailor their approach for customers with special needs (e.g. mental health), CC and BDC to provide
                                                                             info on “in-Work” benefits, same agent available for all interactions of the customer with JCP
                                                                              info on “in-Work” benefits, same agent available for all interactions of the customer with JCP                             10 %
                                                                             More pragmatic “main responsibility” test while awaiting the transfer of CHB to allow customers to
                                                                              More pragmatic “main responsibility” test while awaiting the transfer of CHB to allow customers to
                                                                             claim ESA
                                                                              claim ESA


                                                                             SOD will make customers aware of the documentation to be sent to JCP, No need to reclaim if there is
                                                                              SOD will make customers aware of the documentation to be sent to JCP, No need to reclaim if there is
                                                                             temporary situation disallowing them to claim ESA, Next steps communicated via both telephony
                                                                              temporary situation disallowing them to claim ESA, Next steps communicated via both telephony
          Minimizing touch
          Minimizing touch                                                   (end of conversation) and documentation (e.g. SOD)
                                                                              (end of conversation) and documentation (e.g. SOD)                                                                                63%
          points                                                             The ESA “freephone” to be effectively publicized to reduce footfall in JC
                                                                              The ESA “freephone” to be effectively publicized to reduce footfall in JC
                                                                                                                                                                                                 37 %
          points                                                             Design needs to cater for fewer hand-offs and appropriate mix of warm / cold hand-offs
                                                                              Design needs to cater for fewer hand-offs and appropriate mix of warm / cold hand-offs

                                                                             Customers will not have to repeat information if there is a previous IS/JS claim, no signature required
                                                                              Customers will not have to repeat information if there is a previous IS/JS claim, no signature required
          Data Handling                                                      to sign the telephony applications, sufficient info captured to allow LAs to process HB / CTB
                                                                              to sign the telephony applications, sufficient info captured to allow LAs to process HB / CTB
          Data Handling                                                      Improve staff training to reduce errors in data recording and application process, Better sharing of
                                                                                                                                                                                                        41 %
                                                                              Improve staff training to reduce errors in data recording and application process, Better sharing of
                                                                             info require between departments outside JCP, Improve handling of documents
                                                                              info require between departments outside JCP, Improve handling of documents
                                                                             No need to verify info already verified by other depts, online submission of med certs by GP
                                                                              No need to verify info already verified by other depts, online submission of med certs by GP                         24 %         35%




                                                                             Details of the awards will reach the customers before or on the day the payment is made to avoid
                                                                              Details of the awards will reach the customers before or on the day the payment is made to avoid
          Timely and Accurate
          Timely and Accurate                                                confusion or possible overpayments Quality of Information provided at the decision stage will be
                                                                              confusion or possible overpayments Quality of Information provided at the decision stage will be
          Payment                                                            improved by the us of new notifications
                                                                              improved by the us of new notifications
          Payment                                                            Introduce time bound guarantee on the processing time for an ESA application, reducing processing
                                                                                                                                                                                                 40 %           40%
                                                                              Introduce time bound guarantee on the processing time for an ESA application, reducing processing
                                                                             time for ESA (through to payment)
                                                                              time for ESA (through to payment)                                                                                          20 %

* Customer Experience requirements status is based on the number of the requirements, which are met under the current design and assumptions for the ESA benefit delivery in October 2008

Key:
Key:                                                                                                            56%


 Cust Requirements met for A-Day                     Cust Requirements under consideration             Cust Requirements not met for A-Day
                                                     56%                                                 17 %
                                              17 %                                                                                                                       56%
                                                                                                                                                                  17 %




                                                                                                                      Restricted Management                                                                           6   6
                    Points of pain identified in the current IB process
Elements
 Service




                                                                                                                                                     Case Mgmt (Cocs,
                                                                                                                                                     Case Mgmt (Cocs,
                         New Claims Potential Entitlement Check
                         New Claims Potential Entitlement Check                    PCA(1)
                                                                                   PCA(1)           Support Mgmt – Wfis
                                                                                                    Support Mgmt – Wfis          Enquiries
                                                                                                                                 Enquiries               Reviews)
                                                                                                                                                         Reviews)
                      Often fail to offer
                                                 Statement of Details     Appointments booked through different people     Customer confused         Repeat/inappropriate
                     alternatives to
                                                not user-friendly        (PCA, WFI)                                       about which number        questioning
                     standard telephone
                                                                                                                          to call (up to 5 no.’s)
                     channel for customers
                     with difficulties using     Multiple med certs       Customer                 WFI sometimes
                                                and signatures add       questionnaire (IB50)     postponed as payment     Customers calling         Limited knowledge of
                     it                                                                                                                             customer history
                                                burden to customer       long and complicated     not yet made            wrong number are not
                      Process not
                                                and delay process                                                         transferred (or even
                     representative-
                                                                                                                          given correct no.)
                     friendly (e.g. letter of                                                                                                        PAs/ med. services
                                                 Customers have to
   Points of Pain




                     authority required)                                                                                                            often do not pass on
                                                apply for different                                                        CC has limited           CoCs to BDCs
                      Data collection           benefits separately,                                                      knowledge of
                     process is inflexible,     giving repeat info                                                        customer history
                                                                                       Points of pain                                                BDCs often do not
                     lengthy and often
                                                                                                                                                    inform PAs/ medical
                     insensitive to             4-5 week wait for                       damage the                         Hand-offs often
                                                                                                                                                    services of CoCs
                     customers’ situations      payment; customer                        customer                         required in BDC
                      Currently, call back      expectation of quicker                  experience                                                   CoC info not passed
                     customers to avoid         payment                                                                    Med. Services/ and       on to other
                     them paying for long                                                                                 local JC have limited     departments (e.g. for
                                                 Customer unclear of
                     phone call – often                                                                                   knowledge of              HCTB)
                                                overall process and
                     delay in calling back                                                                                customer (only of
                                                next steps
                                                                                                                          their part of process)
                      Customer receives a        Customer has no
                     lot of mail from JCP       idea how much
                                                entitled to at end of
                                                claim call




                                                                            Restricted Management                                                                     7     7
                    How far have these been met by the current ESA design?
Elements
 Service




                                                                                                                                                             Case Mgmt (Cocs,
                                                                                                                                                             Case Mgmt (Cocs,
                           New Claims Potential Entitlement Check
                           New Claims Potential Entitlement Check                          PCA(1)
                                                                                           PCA(1)           Support Mgmt – Wfis
                                                                                                            Support Mgmt – Wfis            Enquiries
                                                                                                                                           Enquiries             Reviews)
                                                                                                                                                                 Reviews)




                                                                ett
                                                               me
                       Often fail to offer




                                                                                                                                                 ett
                                                               m




                                                                                                                                                me
                                                                                                                                   Customer confused




                                                                                                                                                m
                                                   Statement of Details      Appointments booked through different people                                    Repeat/inappropriate




                                                                                                                                                                      ett
                                                                                                        ett
                                                                 y
                      alternatives to




                                                                                                                                                                     Me
                                     ett




                                                                                                       me
                                                              llly
                                    me




                                                                                                                                                  y




                                                                                                                                                                     M
                                                                                                                                  about which number




                                                                                                       m




                                                                                                                                               llly
                                                          ia l
                                                                                                                                                            questioning
                                    m




                                                  not user-friendly
                                                             a
                                                                            (PCA, WFI)




                                                                                                                                           ia l
                      standard telephone               rrtti




                                                                                                                                              a
                                                                                                      ott
                                      y




                                                                                                                                        rrtti
                                                                                                     No
                                                                                                                                  to call (up to 5 no.’s)
                                   llly




                                                    Pa




                                                                                                     N
                                                    Pa
                               ia l




                      channel for customers




                                                                                                                                     Pa
                                  a




                                                                                                                                     Pa
                            rrtti




                                                                                                                                                                                     ett
                                                   Multiple med certs                                    WFI sometimes




                                                                                                                                                                                    me
                      with difficulties using                                Customer
                                                                      ett
                         Pa




                                                                                                                                                                                    m
                                                                                           ett
                                                                     me
                         Pa




                                                                                                                    ett
                                                                                                                                                             Limited knowledge of




                                                                                          me




                                                                                                                   me
                                                  and signatures add m      questionnaire (IB50)        postponed as payment       Customers calling




                                                                                          m




                                                                                                                                                                                  y
                                                                                                                   m
                      it




                                                                                                                                                                               llly
                                                                                                                                                 ett
                                                                    y
                                                                                                                                                            customer history




                                                                                                                                                me




                                                                                                                                                                           ia l
                                                                                            y
                                                                 llly
                                                                                                                                  wrong number are not




                                                                                                                                                                              a
                                                                                                               ott
                                                                                         llly
                                                  burden to customer                                    not yet made




                                                                                                                                                m
                                                                            long and complicated




                                                                                                              No
                                                             ia l




                                                                                                                                                                        rrtti
                                                                                     ia l
                                                                a

                       Process not




                                                                                        a




                                                                                                              N
                                                          rrtti




                                                                                                                                            ott
                                                                                                                                  transferred (or even




                                                                                  rrtti




                                                                                                                                                                     Pa
                                                  and delay process




                                                                                                                                           No




                                                                                                                                                                     Pa
                                                       Pa




                                                                                                                                           N
                      representative-




                                                                               Pa
                                                       Pa
                                  ett




                                                                               Pa
                                                                                                                                  given correct no.)
                                 Me
                                 M




                      friendly (e.g. letter of                                                                                                               PAs/ med. services




                                                                                                                                                                 ett
                                                                                                                                                                me
                                                                                                                                                                m
                                                   Customers have to                                                                                        often do not pass on
   Points of Pain




                      authority required)
                                                                                                                                   CC has limited




                                                                                                                                                                  ott
                                                                                                                                                                 No
                                                  apply for different                                                                                       CoCs to BDCs




                                                                                                                                             ett




                                                                                                                                                                 N
                                                                                                                                            Me
                        Data collection                                                                                           knowledge of
                                                          ett




                                                                                                                                            M
                                                  benefits separately,
                                                         Me
                                                         M
                                            ett




                                                                                                                                  customer history
                                           me




                       process is inflexible,     giving repeat info
                                           m




                                                                                                Points of pain                                               BDCs often do not




                                                                                                                                                                       ett
                                                                                                                                                                      me
                       lengthy and often
                                         y
                                      llly




                                                                                                                                                                      m
                                                                                                                                                            inform PAs/ medical
                                  ia l
                                     a




                       insensitive to                                                            damage the                        Hand-offs often
                               rrtti




                                                                                                                                                                  ott
                                                  4-5 week wait for




                                                                                                                                                                 No
                                                                                                                                                            services of CoCs




                                                                                                                                                ett




                                                                                                                                                                 N
                            Pa




                                                                                                                                               me
                            Pa




                       customers’ situations                                                      customer                        required in BDC




                                                                                                                                               m
                                                  payment; customer
                                                             ett
                                                            Me




                                                                                                                                          ott
                                                                                                                                         No
                                                            M




                                                  expectation of quicker                         experience




                                                                                                                                         N
                       Currently, call back                                                                                                                  CoC info not passed
                                            ett
                                           me




                                                  payment                                                                          Med. Services/ and
                                           m




                      customers to avoid                                                                                                                    on to other
                                         y
                                      llly




                      them paying for long                                                                                        local JC have limited




                                                                                                                                                                      ett
                                                                                                                                                            departments (e.g. for
                                  ia l




                                                                                                                                                                     Me
                                                                                                                                               ett
                                                   Customer unclear of
                                     a




                                                                                                                                              me




                                                                                                                                                                     M
                               rrtti




                                                                                                                                  knowledge of




                                                                                                                                              m
                                                               ett




                      phone call – often                                                                                                                    HCTB)
                                                              Me




                                                  overall process and
                            Pa




                                                              M
                            Pa




                                                                                                                                          ott
                                                                                                                                  customer (only of




                                                                                                                                         No
                      delay in calling back




                                                                                                                                         N
                                                  next steps
                                                                                                                                  their part of process)
                       Customer receives a         Customer has no
                                      ett
                                     me




                      lot of mail from JCP
                                     m




                                                  idea how much
                                                             ett
                                                            me
                                 ott




                                                            m
                                No




                                                  entitled to at end of
                                N




                                                        ott
                                                       No




                                                  claim call
                                                       N




                                                                                Restricted Management                                                                                      8   8
End of Executive Summary




      Restricted Management   9   9
            Section 2
Introduction to Customer Scenarios




           Restricted Management     10 10
Successful delivery of ESA means transforming the experience for
tomorrow’s customers


  Customer Experience Drivers             Tomorrow’s Ideal Customer Experience
         Are We…?
                                “I was told an estimate of my benefit allowance at the end of the phone
        …Providing timely,
        accurate payment?
                                call”
                                “I received payment within three weeks of making my claim”

                                “Claiming ESA was very straightforward and involved little paperwork”
       …Minimising touch
            points?
                                “When I ring to make an enquiry, the first person I talk to can normally
                                answer my query”

                                “I never have to repeat information I have already told Jobcentre Plus”
      …Efficiently capturing
              data?
                                “If I tell my Personal Advisor about a change in my circumstances I know
                                it will be passed on to the people processing cases”
                                “There is one number for me to call - I then choose from a menu of
                                options to ensure I talk to the right person”
        …Easy to contact?
                                “If I ever get through to the “wrong” person they can normally transfer me
                                directly”
                                “Whilst making my claim over the phone, I was asked only relevant
      …Providing a sensitive
       and personal service?
                                questions and it was done in a sensitive manner”
                                “I feel that Jobcentre Plus respond to my individual needs”


                                   Restricted Management                                                   11 11
The customer experience would greatly improve by addressing
five key areas


                                                                                                Relevant Customer
          Top Five Areas for Customer Experience Improvement
                                                                                                Experience Drivers
                                                                                                 Efficiently capturing
Design flexible data collection:   Crucial as this is the first contact with customers            data/ Sensitive and
   tailor to customer need         Achieved through intelligent CAM design and staff training       personal service



   Better manage payment:          Payment is the customer’s priority
                                                                                                   Timely, accurate
    Minimise delay and set         Achieved through enhanced process design and trained                payment
   customers’ expectations         staff

                                   Important not to neglect most needy customers (i.e.
  Be sensitive to customers        those unable to use telephone)                                    Sensitive and
       channel needs               Alternative channels must exist and staff be trained to          personal service

                                   identify when they are appropriate
                                   Call-backs are often performed late and create an extra
Redesign to remove call-backs      touch point                                                     Minimising touch
   for completing claims           A free-phone line could be set up or alternatively the               points

                                   policy of calling back everyone could be reviewed
                                   Difficulties in contacting the “correct” person causes
  Consolidate phone numbers        frustration
 and/or improve re-direction of                                                                     Easy to contact
     ‘wrong number’ calls          Requires an IT/telephony solution as well as training
                                   staff to transfer calls directly
                                              Restricted Management                                                      12 12
We have used customer scenarios to illustrate our assessment of the
improvement in customer experience under current ESA design


  Customer scenarios track varying customer journeys through the ESA process

  For each individual we have illustrated how the customer experience “now” (i.e.
  under ESA) differs from the customer experience “then” (under IB)

  Scenarios are designed to highlight where ESA design meets customer
  requirements and “points of pain” - bringing to life what they really mean for
  customers.




                                    Restricted Management                           13 13
     Section 2
Customer Scenarios




    Restricted Management   14 14
Scenario 1 - New Claim



  Background -- Ben
  Background Ben
      Six months ago II was working as a long distance lorry driver when out of the blue II had a stroke. My
      Six months ago was working as a long distance lorry driver when out of the blue had a stroke. My
  life turned upside down overnight and II thought I’d never walk or talk again. II loved my life on the road
   life turned upside down overnight and thought I’d never walk or talk again. loved my life on the road
  but had to face the hard fact that II would never do my old job again.
   but had to face the hard fact that would never do my old job again.
   So II handed in my notice. It was a big step to take, my sick pay from work was running out and being
    So handed in my notice. It was a big step to take, my sick pay from work was running out and being
  on my own II needed some money to pay the rent until II could work out what to do next.
  on my own needed some money to pay the rent until could work out what to do next.




                                             Restricted Management                                              15 15
                                                                                                ESA Customer Experience Model Version 2             Draft v 00D
                                                                                                                                                                                                                       Benefit Delivery Centre*
                                                                                                                                 44
                                                                                                         Sends the evidence
                                                                                                                                                                                            12
                                                                                                                                                                                             12
                                                                                                         (rent book) to the BDC
                                                                                                                                                                           Receives final
                                                                                                                                                           77              award
                                                                                   Contact History of the customer               Calls BDC to confirm that                 notification
                                                                                    available and doesn’t have                   the documents have been
                                                                                 to repeat. Agent able to confirm                received by BDC and are                                                *Current as sumption: ESA will b e deli vered by a subset of the current
                                  Contact Centre                                                                                                                                                        CCs and BDCs

                                                                                       receipt of evidence                       correct as per requirements
                                                                                                                                                                                                                                                                                   11
                                                                                                                                                                                                                                                                                    11
  At the end of the call, Ben is given detailed                                                          33
  info on next steps in the claim process. He                                                                                                                                         The end to end status from CAM                               Enquires about the
                                                                                   Receives SOD and                                                                                                                                                PCA outcome and
                                                                                                                                                                                     allows the agent to tell the customer
                                                                                   the pre-paid (& pre –                                                                                                                                           the claim status
     will need to send evidence (rent book and                                                                                                                                           about the status of the claim.
                                                                                   Addressed) envelope
  med cert) to BDC.
     will receive SOD and the pre-paid (& pre-                                         2
  Addressed) envelope in two days time.                                                 2
                                                                  Uses landline at home              Doesn’t have to
     Is given a number (0845) of BDC to call for
                                                                   to call 0800 number                Sign the SOD
  future enquiries about the claim
                                                                  for claiming ESA                                                                                    88
                                                                                                                                                                                                                         Is held in a queue for very short time
                                                                                                                                                       Receives Initial                                                     before his call is directed to an agent
                                                                        Wishes to use his mobile for                                                   Award                                                                           in the BDC
    Is held in a queue for very short time                                                                                                             notification
                                                                        calling free phone number
    before his call is directed to an agent in the                      (0800) but realizes that he
     Contact Centre                                                     will be charged for this call                                                                                                        •Agent is able to view in CAM that
                                                                                                                                                                                                             documents have been received, but not
                                                                                                                                                                                                             verified
                                                                                                                                                                                                             •Agent will setup a task for the case owner
                                                                   11              2
                                                                                   12
                                                                                    1                                                                                                                        in CAM to call back the customer (as opposed
                                                                                      I was surprised, it didn’t take as long as I thought to make the claim over the telephone.                              to email hand-off in current SOM version 2
                                  Receives the leaflet with
                                                                                                               medical certificateso I ranglocal have adviser. some documents
                                                                                                                                    into my again when I on the way
                                                                                    I Near the to for of the call, the girl told me that I would jobcentregot home. very the shops. hasrent book and
                                                                                       signed end the programme physiotherapy and with my toreassured me about my medical chapme the me
                                                                                                    drop
                                                                                    IIdecidedmeeting myhospital forat my next meetingwell. woman in the officeto good aboutThe whichonwas a bit
                                  a free phone number                                   was still attending my advisor also went really the She send in It’s told me and(eg given I gave
                                                                                    The first up           with                                                                      ESA. She
                                                                                      Imedical tookthink about .the turnan alternativebad as I thought. Theybook on the verygood day get advice and
                                                                                        couldn’t get a doctor’s explained work I as away. I sent upmy rent gaveand gave meneed to and went
                                                                                                                                  straight would be to my payment an envelope
                                                                                    reception certificate). meappointmentthat this would speed indo and the typemetraining next practical there. to visit
                                                                                                      it from She [NB: out to be might be able for JCP to give Joe of some I the address to send
                                                                                    confidence the and I amdidn’t havesigning after that medical would helpso bitmanageintowith, effects of my stroke
                                  for claiming ESA                                    a the end to
                                                                                     In leaflet with free phone number onlong up for the call I received a to more over rates
                                                                                    worried about amedicaldid not sortNot landIlinemy a programmequickly charged at normalafterI– sendingnumber on
                                                                                                                        I ofofa it. was the         about to be me called the JCP
                                                                                      [NB: this customer thinking got a message anxiouslikely ringing haveget it money.! rang the him
                                                                                    tothem if itwhat days would be recommending toat home (PCA he wouldwhich was a relief.! gave me a different
                                                                                                                                received
                                                                                      GP after to the BDC direct]. what Iwould happenmoney quite
                                                                                        sendto. two they explained
                                                                                      told mobile as also as
                                                                                       my me She soon
                                                                                    better. a different track] I left hospital
                                                                                      down
                                                                                                                                              advisor. and WFHRA, WFIs etc) and
                                                                                                                                           mynext
                                                                  55                   telephone number to ring if I had any queries about my claim or if anything changed.
                                       Visits GP to get medical                                                                                                                                                                                 CAM
                                       certificate                                                                       Customer



Hospital, GP                           Is reminded of the interview by DASO
                                        in (JC). Interview is reset for another day if
                                       customer can’t make it on the appointed day

                                                                                                                                                                                                                            10
                                                                                                                                                                                                                             10
                                                                                                66                               99                        13
                                                                                                                                                            13
                                           •Drops the med cert at the local Job centre to                                                                                                         Attends PCA and
                                                                                                         Attends the first WFI        Attends subsequent
                                            be sent o the right BDC.                                                                                                                              WFHRA
                                                                                                         at local Jobcentre           WFIs
                                           •Also wants to confirm if the rental evidence
                                           has reached JCP



                                                                                                                                                                                                                                          Medical Services

 •Anticipate contact history will be recorded
 on CAM in JCs. JC able to answer
 the query


                                                                                                        Restricted Management                                                                                                                                           16 16
                                                                                            Jobcentre
Scenario 2 - Change Of Circumstances



  Background -- Ben
  Background Ben

   I’ve started considering a number of options for getting back to work – but haven’t yet found
    I’ve started considering a number of options for getting back to work – but haven’t yet found
  anything appropriate. II haven’t lost hope though as my advisor continues to provide guidance and
  anything appropriate. haven’t lost hope though as my advisor continues to provide guidance and
  reassurance so I’m sure something will come up.
  reassurance so I’m sure something will come up.

     II am a bit worried at the moment though because my 14 year old daughter (Laura) who has been
        am a bit worried at the moment though because my 14 year old daughter (Laura) who has been
  living with her mother for the past 8 years has decided to come and live with me – she’s moving in next
   living with her mother for the past 8 years has decided to come and live with me – she’s moving in next
  week.
   week.

   II wasn’t sure how this would affect the money II was being given, so when II was in town last week II
      wasn’t sure how this would affect the money was being given, so when was in town last week
  went into the JobCentre to ask.
  went into the JobCentre to ask.




                                             Restricted Management                                           17 17
                                                                             ESA Customer Experience Model Version 2             Draft v 00D




                                             Decision to be made with regards to                                                                                      66                              Benefit Delivery Centre*
                                             tracking the receipt of evidence for                                          Calls the BDC to ask about the progress
                                             change of circumstances in BDC                                                and results of his change of circumstances
                                             Anticipate agent will be able to see the                                       – the agent explains that there is no
                                              contact history of the customer having                                       change in the claim, and cannot tell customer
                                             contacted JC                                                                  if evidence had arrived.

                                                                                                                                                                                  88
                                                                                                                                           Calls the BDC using the customer            * Current assumption: ESA will b e deli vered by a subset of the current
                                                                                                                                                                                       CCs and BDCs
                                                                                                                                           access phone. Agent provides
Contact Centre                                                                                                                             information on the amendments to
                                                                                                                                           payment.


                                                                                                                                                                                  99
                                                                                                                                                     Notification issued and
                                                                                                                                                        updated benefit                             Policy decisions to be made
                                                                                                                                                      payment is received.                           with regards to SLAs and other
                                     33                                                                                                                                                             targets for delivering benefit
              Customer receives                                                                                                                                                                     payments in timely manner.
              leaflet with details
             of BDC number to call


                                                    Once it was my turn to use the Customer Access Phone, I was able to ask an advisor about my claim.
                                                                                                        Customer
                                                  IIIdidn’ttold that theI ESA benefit at received theaevidence. to a numberbenefit, on it went to provide evidence live to
                                                   When Iwant to pay agent had notI call to given whileto try find work, to ring Idaughter to the JobCentre toof with
                                                      was dropped for the phone the moment leaflet with
                                                   At the JobCentreoffwas told that Imight askentitledthemore money, and that so I to check on is coming again
                                                      am receiving         the evidence was be about I change in my but my needed Laura my change that                                             Joe insists that he won’t use
                                                                               benefit payment as a                        to live with me.
                                                   II received an increased later and was told thatresult of Laura coming processed but that I could expect my benefit                             this own phone, and is finally
                                                   me them instead. days how (such affect school registration details).
                                                   circumstancesfew out me
                                                      rang back to living with
                                                  ask so wouldabein a few days. this will as her my it was currently being
                                                   Laura    I need find                                benefit.
                                                     payments to increase.                                                                                                                         directed to the Customer Access
                                                                                                                                                                                                   Phone.
                                                                                                                                                                             44
                                                                                                7                           22
                                                                                                 7        Takes evidence             Realises that it costs to call
                                                                        Returns to JC to use
                                                                        Customer Access                   to JC even though          the 0845 number. Does not want
                                                                        Phone.                            envelope has been          tp make this call.
                                                                                                           provided.

                                          The JC determines which                                                   11
                                          ESA BDC the evidence                          Walks into JC with query                                        55
                                          is forwarded to.                              about benefit. Makes                            Makes enquiry
                                                                                        an appointment to see an                            at JC
                                                                                        advisor.




                                                                                                                                                                                                                Medical Services


                                                                                                        Jobcentre



                                                                                 Restricted Management                                                                                                                                             18 18
Scenario 3 - New Claim with Personal Acting Body (PAB)/Support Group



 Background -- Elaine
 Background Elaine

   Elaine lives with her husband Len and is in her early 50s.
   Elaine lives with her husband Len and is in her early 50s.

   While working as a clerical assistant she was diagnosed with muscular dystrophy.
   While working as a clerical assistant she was diagnosed with muscular dystrophy.

   Elaine claimed SSP for a while, but it quickly became clear that she would not be returning to work, as
   Elaine claimed SSP for a while, but it quickly became clear that she would not be returning to work, as
  her condition was rapidly getting worse.
  her condition was rapidly getting worse.




                                            Restricted Management                                            19 19
                                                                                    ESA Customer Experience Model Version 2           Draft v 00D




                                                                                                                                                                                                                   Benefit Delivery Centre*




                                                                         22
                                                Speaks briefly to CC                                                                                                                      4
                                                agent to confirm CAB.                                                                                                                      4        * Current assumption: ESA will b e deli vered by a subset of the current
                                                                                                                                                                                                    CCs and BDCs
                                                                                                                                                                   Returns complete
                                                                                                                                                 33                evidence.
    Contact Centre                                                                                                               Forms and
                                                                   1                                                             envelope sent
                                                                    1
                                          CAB rings Contact
                                          Centre to make new                                                                                                                                                 9
                                                                                                                                                                               55                             9
                                          claim.                                                                                                        Receives ESA                  Benefit payments
                                                                                                                                                        Benefit and further           Increased/notification
                                                             11                                                                                         information.                  issued.
                                                              11

Other Agencies
                          CAB calls JC to enquire
                          about additional help or
                          benefits.




                                            The young man to the from the and spokemore, to the helpful. I did have to be friendly and thorough. and to
                                            II went with Len Carol to deteriorate it really of having tobad! The doctorfilled speak alone phone periods soon
                                                                                                                                                    a minute
                                            My health then startedMedical –CABthoughtto was very extent that I couldn’t me left on theforI longfor suchIa bad say it was OK
                                                                                              wasn’t too
                                                             limited my medicalthe even complete anring                  was very
                                            When it from time my behalf. take appointment group panic. byneeded aexplain withspeed day. The the really
                                               suffer                         so went                                                 dread. was in
                                            When diagnosed aforhearing,dystrophy supportwas provided Isomeonemehelpful thatwith a numberdifferent able on Carol with
                                            that Carol actrang me muscularanItoothe into more toto thatadvisorgroup while Lenletter couldn’t the claim. house to
                                            Len andwas looked after. IShe notlongtake mythe phone. Len had tohaving afind Igo and leave advisor
                                               was a lady shaking thatto make              and to money my that was about. really providing the lady number
                                                                                                                 I
                                                                                           to get see ask for received                 bad
                                            II nowthat Ia be helper to didn’tafter me andJobCentre my and I moredesperatehave toat work.up muchand aHe told
                                            received I was money and could wrote down all the things wewastold to send inI toa way ofseea tomoreto
                                             Thankfully theon muscular would
                                            needed to joined sayinglookLen rang receiveused sorted, supportmyI help. They providedfeelingclaiming some in thecope
                                                                                                                    wouldn’t to iswas information ring
                                                                                       have ring me when in a GP weeks once me.been for my medical. number
                                             way have letter with and saiddystrophy for a timeagain and could HR department
                                                           a
                                            thatown, andhad any
                                            seemed we rearranged the appointment                          he
                                            myring if to understand from the she would and would have tofew come with I’d
                                             to we’d receive call
                                            to ringESA.unlessawequeries. ofJobCentre local CAB office for attend aclaim on my behalf.
                                            my illness.
                                             claim to claim a different type to benefit.
                                             benefit money, soI wanted to.
                                            JobCentre                 decided go to our                        help to
                                            medical. We received an envelope and we sent in all the things the man had asked for.


                                                                                              66                                                                                                                                             8
                                                                                                                                10
                                                                                                                                 10                                                                                                           8
                                                                                                                                                                                         Medical attended.
                                                               Receives call to make WFI            CAB calls JC to enquire
                                                                                                                                                                                         Customer falls into support
                                                               appointment. Initial WFI             about additional help or
                                                                                                                                                                                         group.
                                                               deferred.                            benefits.



                     Receives information on further                                                                                                                                                    77
                     benefit- provided with number to
                                claim DCS.                                                                                                                                    Medical appointment
                                                                                                                                                                              rescheduled.




                                                                                           Jobcentre
                                                                                                                                                                                                                         Medical Services



                                                                                         Restricted Management                                                                                                                                                 20 20
Scenario 4 - Rapid Reclaim



  Background -- Ben
  Background Ben


   Ben was claiming ESA for 9 months before going back to work. He was able to work for 2 months
   Ben was claiming ESA for 9 months before going back to work. He was able to work for 2 months
  however this time showed that his condition made it virtually impossible to successfully complete his
  however this time showed that his condition made it virtually impossible to successfully complete his
  work. Ben is now looking to reclaim the ESA benefit while he considers other job options.
  work. Ben is now looking to reclaim the ESA benefit while he considers other job options.




                                           Restricted Management                                          21 21
                                       ESA Customer Experience Model Version 2            Draft v 00D




                                                                                                                                                                  Benefit Delivery Centre*
                          Rapid reclaims can be completed
                           using data captured and saved                                                                                 44
                          at the original claim. Clerical form                                                     Sends evidence
                                 no longer necessary.                                                              to BDC.



                                                                                                                                              11
                              33                                                                                                                   * Current assumption: ESA will b e deli vered by a subset of the current
Calls Contact Centre to                                                                                                Calls BDC to                CCs and BDCs


initiate reclaim. Data from                                                                                            enquire about
original claim recalled and                                                                                            reclaiming ESA.
used                                                                                                                                                                                                                 55
                                                                                                                                              22                          Benefit payments
                                                                                                                    Signposted to                                         initiated
                                                                                                                    Contact Centre
                                                                                                                    for Rapid Reclaim




               I rang the number that I’d been using previously for enquiries to ask how to start claiming the benefit again. I was
                                                                Customer
               Aftercall didn’t take very long, JobCentre on the phone said to work for 2 claim had been processed I my
                     finding work                                         was able                              realising that would
               Thebenefit startedthrough the and therateprocesses,–I this isathe that once the months beforeinitial claim.JobCentre,
               told thatrang the Contact at the same man number
                                       call Centre I was pleased to discover few weeks later I of my information on the really
                                                                                   number I called to start a call
               When I I’d have toagainthe Contact Centre last time, and that they still had allreceived my from the Isystem
               My                                            as
               condition meantgoing for my work interviews again at the JobCentre. I only to to ESA again and look for
                                         couldn’t complete                     have
               be ablethatstart tothat IhaveI’m go throughmy work properly. I again.decided we claimsend in my medical certificate so I did
               hoped to accesssay that to going for my interview next week. Hopefully had find some suitable work for me.
               and could I wouldn’t
                    I’m happy       it easily.              the entire process                  can
               different work.
               that straight away.




                                                                                66
                                                        WFI process continues




                                                             Jobcentre



                                            Restricted Management                                                                                                                                             22 22
Scenario 5 - Work Focused Interview/Fail To Attend/Fail To Participate



  Background -- Lucy
  Background Lucy


    Lucy is in her early 30s and has been diagnosed with severe depression, mental illness and displays
    Lucy is in her early 30s and has been diagnosed with severe depression, mental illness and displays
  signs of anti-social behaviour. She lives alone but has joined a local group in her community for people
  signs of anti-social behaviour. She lives alone but has joined a local group in her community for people
  with this illness. She has already initiated the ESA claims process and her initial payment has been
  with this illness. She has already initiated the ESA claims process and her initial payment has been
  made.
  made.




                                            Restricted Management                                            23 23
                                                                   ESA Customer Experience Model Version 2                 Draft v 00D




                                                                                43
                                                                                21
                                                                                68
                                                                                57
                                                                                7
                                                                                81
                                                                                 3
                                                                                95
                                                                                 2
                                                                                 4
                                                                                 6
                                                                                 9


                                                                                     The CorecentreTeamsentmytoanother saying forgottenIwhy ofIdidn’t thatverythatcalledthe detailsdecidedbackI inTeam
                                                                                     Awentthoughphone call fromthemJobcentre asking meme saying goodup which thatme Itoso hadadays.of answer so
                                                                                     II receivedVisit didn’t sentmenew thatletter towere very sympathetic. Ithey were which to in I toforame not the5
                                                                                     Because thedaysturnrespondthe appointment remind due Itomy meeting goodhad theredefinitelyfailing thehave
                                                                                     The Job of the then came senthousehadanother letter didn’tturn explainedgoing hadtwosend As to next
                                                                                     Even back new before they a andme I me thatPA. acceptstress etc causeIin my day send nonewVisit
                                                                                        sent to I didn’tletter up me they sent with my they wasn’t feeling and that ImyWFI. remind Core to
                                                                                         couple a I then telling my met letter asking why my Jobcentre andwould I of attend
                                                                                           Jobcentre appointment letter a and someone from the participate                 reasons         real
                                                                                     appointment date. PA really helpful otherwise work to go what I had done at home instead
                                                                                     Days. started respond.money. andthem don’t mayetc andso decide to
                                                                                     respond when stop mymoney from me about I new appointment again.
                                                                                     Decided not This dealing talking to organised
                                                                                     appointment.to the waswas withitcases like Imine.awanthave forgottendate. stay before I became depressed
                                                                                     Thatand used getting
                                                                                      one were and they accepted
                                                                                      already
                                                                                      participate        to




                                 11
         1. Customer is called
         by DASO to remind
         them of appointment                          Customer
         (2 days prior to
         appointment date)




                                                                   44                  6
                                               4. Good cause is                         6                             99
                                                                          6. Customer                     Customer
                                               accepted and the                                           is visited by
                                                                          attends the
                                               DASO issues a                                              Core Visit
                                                                          appointment                                                                                   8
                                               notification to the                                        Team and                                                       8
                                                                          but fails to                                                   8. As the customer doesn’t
                                               customer of a                                              explains
                                                                          engage and                                                     respond to notification,
                                               new appointment                                            reasons for
                                                                          participate                                                    after consideration of the
                     2                         date                                                       FTP.
                      2                                                   at the JC.                                                     customers incapacities it is
2. Customer does                                    33                                                             7                     decided that a Core Visit
                           3. Customer replies to                                                                   7
not attend WFI                                                                      55          7. Customer                              Team visit is necessary
appointment.. JC           letter and give a reason          5. Customer is called              is sent a letter                         before any sanctions are
issue a letter asking      that they forgot and              by DASO to remind                  asking for                               applied. A notification of
for reasons that the       would attend the next             them of appointment                reasons for                              Core Visit Date is sent to
customer did not           one.                              (2 days prior to                   failing to                               customer
attend for return                                          appointment date)                    participate.
within 5 days



                                                          Jobcentre




                                                                        Restricted Management                                                                                                            24 24
Scenario 6 - Work Focused Interview (Provider Led)



  Background -- Shilpa
  Background Shilpa


    Shilpa is a 35 year old female who has started claiming ESA due to arthritis which affects her legs
    Shilpa is a 35 year old female who has started claiming ESA due to arthritis which affects her legs
  and means she cannot stand for long periods of time. Shilpa lives in a district where the WFIs are
  and means she cannot stand for long periods of time. Shilpa lives in a district where the WFIs are
  provider led. Shilpa was informed of the provider input when she first claimed ESA.
  provider led. Shilpa was informed of the provider input when she first claimed ESA.




                                            Restricted Management                                         25 25
                                                                                        ESA Customer Experience Model Version 2           Draft v 00D




                                                                                                                                                                                                      Benefit Delivery Centre*




                                                                                                                                                                                       *Current as sumption: ESA will b e deli ve red by a subset of the current
                                                                                                                                                                                       CCs and BDCs




     1
     2
    31
    43
    52
     4
     5                                                                                                                                                                                   This is also very useful to the customer
          I went to my appointment at the Jobcentre and they spoke to me about my previous work that I had been doing.
                                                                                                                                                                                       as it gives a medical representation of their
          They also answered a few of my questions that I had which was very helpful. I was slightly confused though
         II receivedmycopythe my from the Jobcentre to differentme of interviewladyinterviewmy WFIs part ofme interview                                                                physical limits to work. Customers can also
            was contactnext of company that I had at a remind my work The help me the which is next WFI. IESA
            received a by appointment would Medicalarrange first my focused that I hadJobcentrefocused would
                                                        Services which meeting we in my my look at
          because a phone call WFHRA from be chosen at mylocation.was toandfromarrangedworktotold mywhat benefit.
                                                                                                                                                                                         use this to identify their strengths and
         They Iwereaboutfriendly daysfirst called up about my benefit so I She said that therecall two companies
         work told very this when I
          be contacted by
          At the could do. another company to arrange my next 5 WFIs. was expecting the were
          I was Jobcentre in two
                                                                                                                                                                                          use it for any further employment etc
          I could chose from so I chose one after asking her a few questions




                                                              66
                     6. Customer attends subsequent WFIs 2 – 6                                                                                                                                             55
                     at PL. PL will act as per a JC WFI and                                                                                             5. Customer receives WFHRA from Medical
                     follow the same guidelines.                                                                                                        Services


                                                                                                                                                   33
                                                                                                                     3. Customer attends their
                                                                          4                                          first WFI at the Jobcentre.
                                                                           4                                         Customer is reminded of
                              4. Customer contact by PL direct and
                              subsequent WFIs arranged. The process is
                                                                                       Customer                      the PL WFI process, what
                              as-is the JC WFIs as the PL follow the                                                 will happen next and given
                              same guidelines                                                                        details of her provider

                                                                                                 11                       22
PL (Provider Led                                                         1. Customer is called        2. Customer is
                                                                         by DASO to arrange           called by DASO to
WFI)                                                                     first WFI to be              remind them of
                                                                                                                                                                                                                  Medical Services
                                                          77
              7. At the end of the WFI process the                       conducted at the             appointment (2
              customer documents are handed back to                      Jobcentre                    days prior to
              the Jobcentre                                                                           appointment date)
                                                                                                                                                                      This is very useful to the customer
                                                                                                                                                                        as it reminds them of their WFI
                                                                                                                                                                     appointment. This will cut down FTA
                                                                                                                                                                       rates and improve the customer
                                                                                                                                                                                   experience




                                                                                          Jobcentre


                                                                                             Restricted Management                                                                                                                                                 26 26
Scenario 7 - Personal Capability Assessment



  Background -- John
  Background John
     John who is 52 years old has applied for ESA following hurting his back two years ago at work as a
     John who is 52 years old has applied for ESA following hurting his back two years ago at work as a
  removals man. It got so bad that he decided he could work no longer with his bad back and was
   removals man. It got so bad that he decided he could work no longer with his bad back and was
  informed by his GP that he may be entitled to ESA. He called the telephone number and spoke to
   informed by his GP that he may be entitled to ESA. He called the telephone number and spoke to
  someone who processed his claim. They told him that he would need to have a medical examination
   someone who processed his claim. They told him that he would need to have a medical examination
  to provide information to determine entitlement to ESA and asses his capability in terms of work
   to provide information to determine entitlement to ESA and asses his capability in terms of work
  (WFHRA).
   (WFHRA).
  In this Scenario:
   In this Scenario:
   John fails to return the Self Assessment Questionnaire within the allocated 4 weeks. Medical
   John fails to return the Self Assessment Questionnaire within the allocated 4 weeks. Medical
  Services issue a reminder which prompts John to fill in the questionnaire.
  Services issue a reminder which prompts John to fill in the questionnaire.
   John realises that he cannot make the arranged appointment and contacts Medical services to
    John realises that he cannot make the arranged appointment and contacts Medical services to
  rearrange the appointment.
  rearrange the appointment.




                                           Restricted Management                                          27 27
                                       ESA Customer Experience Model Version 2           Draft v 00D




3
4
2
6
16
53
 1
 4
 2
 5                                                                                                                                                          Benefit Delivery Centre*



      When went to write the appointment in the calendar I realised that I had my hospital appointment that day
     A few days after I returned the questionnaire somebody from the medical company called me to arrange an
       received a letter from thewent months.out the that had beenItgiven. me to in a questions and itmydate this
       got some help from my wife and filled I calledquestionnaire. has all was fill in.the pain send it back a
                                I for to the address the                     sorts of I had to with took me
     IOn the appointment day forMedical company with a Iquestionnaire for I to changelot ofappointment back withinday
     Ithat I have beenawaiting
     appointment foranother letter from Medical Servicesmedical companyto send back the questionnaire. Iand
                                                          because I Focused Health Related Assessment. agreed
       then received Personal Capability Assessment and a Workforgot
     whilethe think date but I sent it back and the medical wasn’t as bad as I thought it would be.
      we to doctor wasbe free. I wrote
        weeks so I about very side.
     4butagreed a put it to onesympathetic to Medical Services.
     a date that I wouldfor next week. it down to remind myself to put it in the calendar.

                                                                                                                                             * Current assumption: ESA will b e delivered by a subset of the current
                                                                                                                                             CCs and BDCs




                                                                                                                                        11
                                                                                                        1. Medical Services sends a
                                                                                                        Self Assessment
                                                                                                        Questionnaire to the customer
                                                                                22                      for return within 4 weeks
                                               2. Medical services issue a
                                               reminder to the customer as
                                               they have failed to return the                                                         3
                                               self assessment                                            3. Customer sends back       3
                                               questionnaire                                              self assessment to Medical
                                                                                                          services after being issued
                                                                                                          with a reminder which
                                            4. Medical Services contact the      4                        prompts them
                                                                                  4
                                            customer and arrange the
                                            Medical Examination and
                                                                                                                                    55
                                            WFHRA                                           5. Customer calls Medical Services to
                                                                                            rearrange examination date. New
                                                                                            appointment date agreed with customer
                                                                                66
Customer                                            6. Customer attends                                                                                           Medical
                                                    Medical Services and
                                                    the Medical Exam and                                                                                          Services
                                                    WFHRA are conducted




                                            Restricted Management                                                                                                                                            28 28
Personal Capability Assessment - Scenario 2



  Background:
  Background:


     Jane is 56 years old female and has applied for ESA following developing severe depression. Jane
     Jane is 56 years old female and has applied for ESA following developing severe depression. Jane
   was informed by her GP that she may be entitled to ESA due to her condition. When Jane telephoned
   was informed by her GP that she may be entitled to ESA due to her condition. When Jane telephoned
   the number on the leaflet she got from her GP she spoke to someone who processed her claim. They
   the number on the leaflet she got from her GP she spoke to someone who processed her claim. They
   told Jane that she would need to have a medical examination as part of the benefit process.
   told Jane that she would need to have a medical examination as part of the benefit process.


  In this Scenario:
   In this Scenario:
     Jane fails to attend the appointment that she arranged with Medical Services as she didn’t want to
      Jane fails to attend the appointment that she arranged with Medical Services as she didn’t want to
   leave her house that day.
    leave her house that day.
    Medical Services issue Failure to Attend Letter for return to JCP.
    Medical Services issue Failure to Attend Letter for return to JCP.
    The BDC re-refer the case to Medical Services for Jane and ask Medical Services to visit Jane at her
    The BDC re-refer the case to Medical Services for Jane and ask Medical Services to visit Jane at her
   home due to the nature of her condition having changed – Jane has now developed a form of
   home due to the nature of her condition having changed – Jane has now developed a form of
   agoraphobia too.
   agoraphobia too.
    Medical Services contact Jane to arrange an appointment at her home. Medical Services conduct a
    Medical Services contact Jane to arrange an appointment at her home. Medical Services conduct a
   Medical Examination and a WFHRA at Jane’s home.
   Medical Examination and a WFHRA at Jane’s home.




                                            Restricted Management                                          29 29
                                                                               ESA Customer Experience Model Version 2        Draft v 00D




Scenario 8 - Personal Capability Assessment (2)
                                                                                                                                                                                                    Benefit Delivery Centre*
                                         15
                                         68
                                         5
                                         43
                                         3
                                         8
                                         21
                                         92
                                          4
                                          6
                                          9


                                              The thethe latter back to the thefromme andon thecompany asking me why I company calledconducteddidn’tan a medical
                                              Asent days after IIappointment my house aftergreat, I hadn’tand werecondition it attend mymethatarrange have
                                              The medicalof the returned addressthesays tosomebody day slept allreasons for was going tablets.I Iwould want
                                              Onfew days later got camecalled it medical Iagreed from the my nightdidn’tto my agreed the appointment
                                                A medical company a letter I wasn’t feeling explained about my very friendly. new arranged their  appointment.
                                               I few daylatter back then to questionnaire reply to, and wrote medical toduein.notThey send it back within
                                                              company                                                                       to
                                              toreceived a letter IPersonal Medicaltwo buses with a to
                                               II sent             from the     get company         questionnaire for me fill   I had to to
                                              examination forhome. to the addressdayitfor toto week. a appointment. decided not to Assessment. as
                                              appointment atquestioannaireWFHRAit says next get to,theWork FocusedI Health Related go to the appointment
                                                         examination and the to andsent back reply out.
                                              medicalthe theand feelinghadCapability Assessment and and wrote my reasons for not going in the end I agreed
                                               I filledoutside a also goodand awas scaredto the medical company.
                                                   go out
                                               because II wasn’t       We agreed               to go
                                                  weeks.
                                              I4 date that wasn’t be outside and hadn’t been to for days
                                                because I of going free.
                                              awas scaredwouldfeeling good and was scaredout go out.
                                                                                                                                                                                     * Current assumption: ESA will b e delivered by a subset of the current
                                                                                                                                                                                     CCs and BDCs




                                                                                                                                                     66
                                                                                                                           6. The customer sends
                                                 4                                                                         back a letter detailing                                                                                                    77
                                                  4
   4. The customer Fails to Attend the Medical                                                                             their reasons as to why                                 7. Medical Services receive a
   Examination                                                                                                             they did not attend the                                 re-referral from JC to rebook
                                                                                                                           Medical Examination.                                    a Medical Examination.
                                                                                                                      11
                                                                                                  1. Medical
                                                                                                  Services sends a
                                                                                                  Self Assessment                                                      22
                                                                                                                                                      2. Customer
                                                                                                  Questionnaire to
                                                                                                                                                      sends back
                                                                                                  the customer for
                                                                                                                                                      self
                                                                                                  return within 4
                                                                                                                                                      assessment
                                                                                                  weeks
                                                                                                                                                      to Medical
                                                                                                                                             33       services
                                                                                                                  3. Medical Services
                                                                                                                  contact the customer and
                                                                                                                  arrange the Medical
                                                                                                                  Examination and WFHRA
                                                                                                                                                          5. Medical Services 55
                                                                                                                                                          issue a Failure to
                                                                                                                                                          Attend letter to the
                                                                                                                 88
                                                                                      8. Medical Services                                                 customer for return
                                                                                      contact the customer and                                            to JC
                                          Customer                                    arrange the Medical                                                                            Medical
                                                                                      Examination and WFHRA
                                                                                                                                                            99
                                                                                                                           9. A home visit is conducted                              Services
                                                                                                                           on the agreed date and the
                                                                                                                           medical examination and
                                                                                                                           WFHRA is also conducted
                                                                                                                           directly after




                                                                                   Restricted Management                                                                                                                                 30 30
Scenario 9 - Customer Applying Under Special Rules



  Background -- Jennifer
  Background Jennifer


   Jennifer has been diagnosed as being terminally ill and is claiming ESA under special rules after
    Jennifer has been diagnosed as being terminally ill and is claiming ESA under special rules after
  visiting her GP and being informed about the benefit that she should be entitled to.
  visiting her GP and being informed about the benefit that she should be entitled to.




                                            Restricted Management                                       31 31
                                                                                                                       ESA Customer Experience Model Version 2           Draft v 00D




 Scenario for Customer Applying Under Special Rules
                                                                  53
                                                                   3
                                                                   2
                                                                   1
                                                                  85
                                                                   82
                                                                    1

                                                                         I decided to call the number and tell them what the GP had said to me and also what form he had given me.
                                                                         After a week after sending in my evidence I given the DS1500 form I went home. had lots of different
                                                                        Aboutvisiting the GP with my sister and beingreceived another letter informing me ofI my higher rate of benefit.
                                                                         A couple I spoke later I very helpful and explained the process clearly to takeIitwasthe post box as I be
                                                                        IThe ladyform andto wasreceived my statement of details and my envelopeme.send back my evidencewasn’t
                                                                           put my of days evidence in the envelope provided and got an sister        to     to told that I would in.
                                                                         thoughts going as the my head. had planned to call the number to claim at ESA benefit tomorrow
                                                                        This was a reliefthrough last thing I Iwanted was to be worrying about money thethis point in my life. Theas I just
                                                                         receiving to simple and details for me
                                                                        feeling up a statement ofeasy to follow. to check with a prepaid envelope for me to return my evidence/DS1500
                                                                          It was very it.
                                                                         could was in it right now.
                                                                        moneynot facemy bank a few days later and it was another worry off my mind.
                                                                         in.
               GPs will be better informed
                and kick off the process
                 with information and a
                         DS1500


                                                                                                          Customer
                                                                                                                                                                                                   22
                                                                                                                                                  2. Customer calls ESA New Claim number
                                                                                                                                                  and is routed to an agent who processes                              Contact Centre*
                                                                                                                                                  their claim and explains the process to the
                                                                                                                                                  customer
                                                        11
                                      1. Customer
                                      visits GP and is                                                                                                                                             33
                                      given ESA                                                                                                   3. Customer receives SOD to check from
                                      phone number to                                                                                             Contact Centre and is required to send in
                                      claim under                                                                                                 the relevant evidence (DS1500)
                                      special rules and
                                      DS1500 form


                                                                                                                                       55
                                                                                                                   5. Customer sends                  The immediate referral helps speed
                                                                               7                                   DS1500 (where                      up the process for customers who
                                                       8. BDC makes payment 7
                                                                                                                   necessary) to BDC                              require it.
                                                       at higher rate to
General                                                customer as they are in                                     for evidence
Practitioner                                           the support group and
                                                       sends notification of
                                                       award
 The key in this instance is to get
 payment to the customer at the                                                                                                                                                               44
 higher rate as soon as possible.                                                                                                             4. Immediate PCA referral prompt at BDC
                                                                                                                                                                                                                                         ATOS may
                                        Benefit Delivery Centre                                                                               who make a referral to ATOS as the
                                                                                                                                                                                                                                         contact GP for
                                                                                                                                              customer is claiming under special rules
                                                       Benefit Delivery Centre*                                                                                                                                                          Terminally ill
                                                                                                                                                                                                                                         clarification
                                                                                                                                                                                                        66
                                                                                                                                            7. ATOS produce electronic output on MSRS
                                                                                                                                            confirming that customer is in Support Group. (this is
                                                                                                                                            normally within a few days if customer is claiming
                                                                                                                                            under special rules)                                             Medical Services (ATOS)
                                        * Current assumption: ESA will b e deli vered by a subset of the current
                                        CCs and BDCs




                                                                                                                           Restricted Management                                                                                                  32 32
          Section 3
Customer Experience - Insight




         Restricted Management   33 33
                                      Where the customer experience will improve under the ESA regime (1)
                                                                                   Customer Experience Improvements Summary
Elements
 Service




                                                                                                                                                                         Case Mgmt (Cocs,
                                                                                                                                                                         Case Mgmt (Cocs,
                                                                  Claim
                                                                  Claim                                  PCA
                                                                                                         PCA            Support Mgmt – WFIs
                                                                                                                        Support Mgmt – WFIs           Enquiries
                                                                                                                                                      Enquiries              Reviews)
                                                                                                                                                                             Reviews)

                                          Sensitively identify        Redesign Statement        WFHRA examination                               Consolidated phone      Tailored data
                                         customers unable to         of Details (CAM-          introduced to provide    Remind customer        numbers                 collection to ensure
                                         use standard phone          generated)                medical                 (two days before the     Better design of IVR   questions respect
                                         channel and direct                                    representation of the   appt) of the WFI appt   options                 individual situation
                                                                      Remove need for          customer’s limits to
                                         appropriately
   Customer Experience Improvements




                                                                     signature                 work                                             Contact history
                                                                                                                                               available on CAM for     Design standard
                                          Increased provision         All staff to explain      Where possible                                                         process for PAs to
                                         for representatives         entire process/ next                                                      enquiries related to
                                                                                               WFHRA and PCA will                                                      pass CoCs to BDC
                                                                     steps                                                                     new claim
                                                                                               be conducted on
                                          Tailored data
                                                                      Customer info            same day                                                                 Design standard
                                         collection to ensure
                                                                     available in variety of                                                                           process for BDCs to
                                         questions respect
                                                                     formats e.g. braille,                                                                             inform PAs/ medical
                                         individual situation
                                                                     large print etc                                                                                   services of CoCs
                                          Free-phone number -         Contact history                                                                                   Pass CoC info onto
                                         less need to call back      available on CAM                                                                                  other departments
                                                                      CAM will allow                                                                                   (via gateway or by
                                          Request evidence
                                                                     efficient rapid reclaim                                                                           mail/ telephone)
                                         during phone call
                                         highlighting need to        data gather
                                         provide quickly to           Single application for
                                         progress claim              ESA as opposed to
                                          Issue documents            separate forms for IB
                                         together, e.g.              and IS
                                         Evidence Request              No Separate form for
                                         and SOD (for info            LA as sufficient data
                                         only)                        will be gathered
                                                                      during ESA claim
                                                                      data gather

                                                                                                 Restricted Management                                                                    34 34
Where the customer experience will improve under the ESA regime (2)
    Customer
    Customer                                            Implications for Customers
                                                         Implications for Customers
Experience Drivers
Experience Drivers

                     Multiple channels (including proactive F2F and Customer Access in Jobcentres) available for customers to
                     Multiple channels (including proactive F2F and Customer Access in Jobcentres) available for customers to
                     contact ESA
                     contact ESA
                     Customer information will be available in variety of formats to meet individual customers’ needs
                     Customer information will be available in variety of formats to meet individual customers’ needs
  Easy To Contact
  Easy To Contact    Third parties will be able to provide help to the needy customers by applying on their behalf
                     Third parties will be able to provide help to the needy customers by applying on their behalf
                     Customers will be able to use “0800” free phone number with easier navigation through the IVR options, when
                     Customers will be able to use “0800” free phone number with easier navigation through the IVR options, when
                     applying for new claims (however this excludes customers calling on mobile phones).
                     applying for new claims (however this excludes customers calling on mobile phones).




                     In case of customers eligible for other benefits (e.g. IIDB, Maternity Allowance, CAA, HB/CTB), ESA agents will
                      In case of customers eligible for other benefits (e.g. IIDB, Maternity Allowance, CAA, HB/CTB), ESA agents will
                     proactively make the customers aware of the benefits and will send the relevant forms (filled in in the case of
                      proactively make the customers aware of the benefits and will send the relevant forms (filled in in the case of
                     HB/CTB) to them
                      HB/CTB) to them
                     Needy customers will be able to make use of the voluntary organizations for assistance in making claim // full
                      Needy customers will be able to make use of the voluntary organizations for assistance in making claim full
                     benefits check service
                      benefits check service
                     CAM will be able to alert the agents on the customers with special needs (e.g. Learning Difficulties and Mental
                      CAM will be able to alert the agents on the customers with special needs (e.g. Learning Difficulties and Mental
                     Health problems) so that customers could be provided customised service taking into account their health
                      Health problems) so that customers could be provided customised service taking into account their health
                     conditions
                      conditions
  Sensitive and
  Sensitive and      Under ESA agents will be able to quickly identify if the customer is not eligible for a particular component of ESA
                      Under ESA agents will be able to quickly identify if the customer is not eligible for a particular component of ESA
  Personal Service
  Personal Service   thereby avoiding long and unnecessary interview.
                      thereby avoiding long and unnecessary interview.
                     New notifications added for ESA benefit will be simplified (and customised for the customer) for easy
                      New notifications added for ESA benefit will be simplified (and customised for the customer) for easy
                     understanding by customers
                      understanding by customers
                     Agents will be able to view the contact history in CAM and will be able to provide customised service in response
                      Agents will be able to view the contact history in CAM and will be able to provide customised service in response
                     to the recent and the current contact
                      to the recent and the current contact




                                       Restricted Management                                                                            35 35
Where the customer experience will improve under ESA regime 1
    Customer
    Customer                                               Implications for Customers
                                                            Implications for Customers
Experience Drivers
Experience Drivers

                        ESA will replace (IB and IS) and hence will replace the need for separate IB and IS applications
                         ESA will replace (IB and IS) and hence will replace the need for separate IB and IS applications
                        Statement of Detail sent to the customers will make the customers aware of all the documentation they need to
                         Statement of Detail sent to the customers will make the customers aware of all the documentation they need to
  Minimising touch
  Minimising touch      send to Jobcentre Plus to support their claim
                         send to Jobcentre Plus to support their claim
  points
  points                Customers will be made aware of the next steps on both telephony and the documentation (e.g. SOD) sent to
                         Customers will be made aware of the next steps on both telephony and the documentation (e.g. SOD) sent to
                        the customer
                         the customer
                        Customers will not need to reclaim if there is a temporary situation disallowing them ESA
                         Customers will not need to reclaim if there is a temporary situation disallowing them ESA




                        CAM will be able to retrieve the existing data (if any) from the systems ISCS and JSAPS thereby eliminating
                         CAM will be able to retrieve the existing data (if any) from the systems ISCS and JSAPS thereby eliminating
                        the need for customers to repeat their information
                         the need for customers to repeat their information
                        Agents will be able to confirm information provided for previous applications before collecting information
                         Agents will be able to confirm information provided for previous applications before collecting information
                        Customer will be asked only the relevant questions depending upon the circumstances of the customer
                         Customer will be asked only the relevant questions depending upon the circumstances of the customer
                        Application forms will be designed to allow customers to explain their needs and situations accurately
                         Application forms will be designed to allow customers to explain their needs and situations accurately
                        Customers will not have to sign the telephony applications to conform the data
                         Customers will not have to sign the telephony applications to conform the data
  Data Handling
  Data Handling         Sufficient information will be captured to allow LAs to process Housing Benefit without the need for a separate
                         Sufficient information will be captured to allow LAs to process Housing Benefit without the need for a separate
                        claim form
                         claim form




                        Quality of Information provided at the decision stage will be improved by the us of new notifications. It will help
                         Quality of Information provided at the decision stage will be improved by the us of new notifications. It will help
                        the customer not only understand the decision but rationale and the calculations that underpin it.
                         the customer not only understand the decision but rationale and the calculations that underpin it.
  Timely And Accurate
  Timely And Accurate   Details of the awards will reach the customers before or on the day the payment is made to avoid confusion or
                         Details of the awards will reach the customers before or on the day the payment is made to avoid confusion or
  Payments
  Payments              possible overpayments
                         possible overpayments




                                          Restricted Management                                                                                36 36
                                      But there are further areas where we need to meet customer
                                      requirements to deliver a better customer service from A-Day (1)


                                                              Customer Experience Summary - Areas for further improvement for A-Day
Elements
 Service




                                                                                                                                                                 Case Mgmt (Cocs,
                                                                                                                                                                 Case Mgmt (Cocs,
                                                                  Claim
                                                                  Claim                              PCA
                                                                                                     PCA          Support Mgmt – WFIs
                                                                                                                  Support Mgmt – WFIs         Enquiries
                                                                                                                                              Enquiries              Reviews)
                                                                                                                                                                     Reviews)
                                          Marketing material to                                                                                                   Contact history to be
                                         be easy and detailed         Formalize voluntary                          Customers in rural                            recorded and
                                         for understanding the       organizations to                             areas to be offered
                                                                                             Simplify IB50                                                       available on CAM for
                                         ESA benefit and the         assist customers in                          \WFI in outreach                               after NC interactions
                                         channels available to       making claims                                centres                                        as well
   Customer Experience Improvements




                                         make claim
                                                                      Improved staff                                                     Contact history to be
                                          ESA “freephone”
                                                                     training for dealing                                               recorded and
                                         number to be
                                                                     with customers with                                                available on CAM for
                                         effectively publicised
                                                                     special needs                                                      after NC interactions
                                          Reduce the length of        Staff in BDCs and                                                 as well
                                         application interview       CCs to provide
                                         from the design             information on “in -
                                         proposal of 75 min          work” benefits
                                           Customer Access
                                                                      Reduce time for
                                          Phones/designated
                                                                    processing ESA                                                       Adequate staffing in
                                          phones – to allow for
                                                                    Claims (through to                                                  CC and BDC for
                                          seating and private
                                                                    payment)                                                            reduced call wait
                                          cubicles as standard
                                                                      JC to have                                                        times
                                          Adequate staffing in
                                         CC and BDC for              information available
                                         reduced call waiting        with them to respond
                                         times                       to the new claim F2F
                                                                     enquiries
                                          Existing data (wherever applicable) from JSAPS
                                         /ISCS will be retrieved

                                                                                               Restricted Management                                                                37 37
But there are further areas where we need to meet customer
requirements to deliver a better customer service from A-Day (2)
    Customer
    Customer                                          Implications for the Customers
                                                       Implications for the Customers
Experience Drivers
Experience Drivers

                      Marketing material should allow the customers an easy and detailed understanding of how E SA relates to
                       Marketing material should allow the customers an easy and detailed understanding of how E SA relates to
                      their circumstances and what are the channels available for making a new claim
                       their circumstances and what are the channels available for making a new claim
                      Customers should be able to download the forms in word format (currently only PDF format) as well
                       Customers should be able to download the forms in word format (currently only PDF format) as well
                      Links need to be improved with GPs and other medical professional to increase their understanding of ESA and
                       Links need to be improved with GPs and other medical professional to increase their understanding of ESA and
                      support the application process
                       support the application process
                      For vulnerable customers of ESA, we should consider secretary of state alternative offices e.g. using nominated
                       For vulnerable customers of ESA, we should consider secretary of state alternative offices e.g. using nominated
  Easy To Contact     staff in Local Authorities
                       staff in Local Authorities
  Easy To Contact
                      ESA customers in rural areas should be offered WFIs in outreach centres
                       ESA customers in rural areas should be offered WFIs in outreach centres
                      All the contact centres and BDCs should be adequately staffed on telephony in order to reduce the current wait
                       All the contact centres and BDCs should be adequately staffed on telephony in order to reduce the current wait
                      times in call queues
                       times in call queues
                      Should try to reduce the length of the application interview from the current 75 minutes proposal
                       Should try to reduce the length of the application interview from the current 75 minutes proposal
                      Customer Access Phones/designated phone in Jobcentres should allow for comfort and privacy by providing
                       Customer Access Phones/designated phone in Jobcentres should allow for comfort and privacy by providing
                      seating and private cubicles
                       seating and private cubicles
                       A limited number of Customer Access phones should be controlled by a booking service for the purpose of
                        A limited number of Customer Access phones should be controlled by a booking service for the purpose of
                      making applications in busy periods
                       making applications in busy periods



                      Marketing to formalise the use of voluntary organizations in assisting the users to make claim // formal full
                      Marketing to formalise the use of voluntary organizations in assisting the users to make claim formal full
                      benefit checks service
                      benefit checks service
                      All Customer service staff need to be trained in
                      All Customer service staff need to be trained in
                      – Tailoring their approach to meet the needs of the customers (e.g. mental health issues, sensory
                      – Tailoring their approach to meet the needs of the customers (e.g. mental health issues, sensory
  Sensitive and
  Sensitive and            requirements)
                            requirements)
  Personal Service    – Providing information on potential eligibility for other benefits
                      – Providing information on potential eligibility for other benefits
  Personal Service
                      Same (wherever possible) advisor (telephony) to be available for all the interactions of the customer with JCP
                      Same (wherever possible) advisor (telephony) to be available for all the interactions of the customer with JCP
                      Customers in urgent need of money to be given advice on social funds (on top of interim payments by JCP) as
                      Customers in urgent need of money to be given advice on social funds (on top of interim payments by JCP) as
                      well
                      well
                      Links with DLA for those customers approaching age 16 to encourage them to apply for ESA
                      Links with DLA for those customers approaching age 16 to encourage them to apply for ESA
                      CC and BDC to provide better information on “in work” benefits to the customer
                      CC and BDC to provide better information on “in work” benefits to the customer



                                        Restricted Management                                                                            38 38
But there are further areas where we need to meet customer
requirements to deliver a better customer service from A-Day (3)
    Customer
    Customer                                          Implications for the Customers
                                                       Implications for the Customers
Experience Drivers
Experience Drivers


  Minimising touch
  Minimising touch    ESA “freephone” to be effectively publicised to reduce footfall in Jobcentres
                      ESA “freephone” to be effectively publicised to reduce footfall in Jobcentres
  points
  points



                      Reduce complexity caused by interaction between benefits by better sharing of information between
                       Reduce complexity caused by interaction between benefits by better sharing of information between
                      departments outside JCP
                       departments outside JCP
  Data Handling       Improved staff training to reduce errors in data recording and application process
                       Improved staff training to reduce errors in data recording and application process
  Data Handling
                      Improve the handling of documents and evidence handling in BDCs.
                       Improve the handling of documents and evidence handling in BDCs.




  Time and accurate
  Time and accurate    Reduce processing time for ESA claims (through to payment)
                        Reduce processing time for ESA claims (through to payment)
  payment
  payment              Introduce a time-bound guarantee for customers on the processing time for an ESA application
                        Introduce a time-bound guarantee for customers on the processing time for an ESA application




                                        Restricted Management                                                              39 39
                                      We should try to address all the outstanding customer requirements to
                                      provide a truly enhanced customer experience – if not from A-Day then
                                      in future releases (1)

                                                       Customer Experience Improvements / Areas for further improvement beyond A-Day
Elements
 Service




                                                                                                                                                                         Case Mgmt (Cocs,
                                                                                                                                                                         Case Mgmt (Cocs,
                                                                  Claim
                                                                  Claim                                PCA(2)
                                                                                                       PCA(2)            Support Mgmt – WFIs
                                                                                                                         Support Mgmt – WFIs        Enquiries
                                                                                                                                                    Enquiries                Reviews)
                                                                                                                                                                             Reviews)

                                                                                                                                                Improve transfer of      Introduce online e-
                                          ESA “Freephone” to                                   Potentially centralise appointment booking      customers if they call   mail submission of
                                         be extended to mobile        Potentially decrease                                                                              medical certificates
                                                                     number of med certs                                                       wrong number (either
                                         users                                                                                                 transfer directly or     from GPs
                                                                                                                                               give correct number)
   Customer Experience Improvements




                                                                                                Potentially decrease
                                                                      More pragmatic           number of cases
                                          Online channel for         “main responsibility”     requiring IB50                                   Design for fewer
                                         making new claims           test while awaiting the
                                         and tracking progress                                                                                 handoffs and
                                                                     transfer of CHB to
                                                                                                                                               appropriate mix of
                                                                     allow customers to
                                                                                                                                               warm/ cold handoffs
                                                                     claim ESA
                                          Online channel for         Introduce online e-
                                         arranging callback         mail submission of
                                                                    medical certificates
                                                                    from GPs
                                          Customers should
                                         not need to verify
                                         information already
                                         verified with a DWP
                                         Agency or another
                                         department
                                          Where possible give
                                         estimation of level of
                                         benefit at end of call



                                                                                                  Restricted Management                                                                   40 40
We should try to address all the outstanding customer requirements to
provide a truly enhanced customer experience – if not from A-Day then in
future releases (2)
    Customer
    Customer                                           Implications for Customers
                                                        Implications for Customers
Experience Drivers
Experience Drivers

                      Online Channel needs to be made available for
                      Online Channel needs to be made available for
                      – Making application
                      – Making application
  Easy To Contact
  Easy To Contact     – Arranging a call back
                      – Arranging a call back
                      – Viewing the status of the application
                      – Viewing the status of the application
                      ESA “freephone” to be extended to cover for mobile users
                      ESA “freephone” to be extended to cover for mobile users



  Sensitive and
  Sensitive and       More pragmatic “main responsibility” test while awaiting the transfer of CHB to allow customers to claim ESA
                      More pragmatic “main responsibility” test while awaiting the transfer of CHB to allow customers to claim ESA
  Personal Service
  Personal Service




 Minimising Touch
 Minimising Touch     Design for fewer handoffs and appropriate mix of warm/ cold handoffs
                      Design for fewer handoffs and appropriate mix of warm/ cold handoffs
 Points
 Points



 Data Handling
 Data Handling        Customers should not need to verify information already verified with a DWP Agency or another department
                       Customers should not need to verify information already verified with a DWP Agency or another department
                      There should be cooperation between Departments when overpayments or backdating have effects on other
                       There should be cooperation between Departments when overpayments or backdating have effects on other
                      benefits
                       benefits
                      Negotiate with LAs and others to allow many more places where customers can go to have documents verified
                       Negotiate with LAs and others to allow many more places where customers can go to have documents verified
                      Introduce online e-mail submission of medical certificates from GPs
                       Introduce online e-mail submission of medical certificates from GPs




                                        Restricted Management                                                                        41 41
                                Th
                                Th
                              de s
                             de iis
                                 v s
                                v e s ec
                             u       o
                             up ello ectti
                        iin f pd pm ion
                          n da pm on
                           fo att e ii
                             or e e
                              rm ed n t s s
                               m d nt s s
                                 a
                                 a a a tt
                              av o a s a nd i u
                              av ttiio n s rre nd illll u
                                 a            q w n
                                aiil n b eq w i nd




Restricted Management
                                   la b be c u i illll de
                                    a e ui
                                                                                                         Section 4




                                     blle co rre b err   b
                                              m d e
                                        e om ed e
                                                es
                                                es
                                                             High Level Customer Journey With Timeline




42 42
                High Level Customer Journey Day 1
 Customer




                                          Customer calls
                                         0800 New Claim
                                         number
                                          Responds to the
                                         Auto Attendant / IVR


                 Time per                      X min
                                                                                                                                                                                                                                                         1
                  Activity
 Network




                                                                      Customer’s call
   Tel.




                                                                     waits in the queue
                                                                     before connected to
                                                                     agent in CC
                     Time per
                      Activity                                              X min


                                                                                                                                                                                                               For customers applying under special
                Contact                                                                      CC Agent gathers              CC Agent wraps up               CC Agent performs after call                        rules, immediate PCA referral will be
                Contact
                Centre                                                                     new claim data from           the call and explains the       work and sends the                                              done on Day 1.
                 Centre
                                                                                           customer on CAM               next steps to the               documents to be printed and
                                                                                                                         customer                        sent out to customer
                      Time per                                                                   X min                           5 min                             2 min
                       Activity
Organisation




                                                                                                                                                                                                                     Carry out immediate
                                                                                                                                                                                                                    PCA referral for the
                                                                                                                                                                                                                    customers applying
                 BDC
                 BDC                                                                                                                                                                                                under special rules
                                                                                                                                                                                                    1 Day -
                                                                                                                                                                                                                               5 min


                      Time per
                       Activity

                 ATOS
                 ATOS


                Jobcentre
                 Jobcentre


                      Time                                                                                                    Day 1
                     Horizon


                       1          Customer Lag *                Continuous Work (No Lag)   5         Customer Activity            7           Benefit Delivery Centre      9           ATOS Activity                          * Lag – The estimated time difference
               Key                                 3
                                                                                                                                              Activity                                 Average Time-                          between two sequential activities
                                                                Interaction between                                                                                            X min   -- Taken to carry out activity OR
                       2          JCP Lag           4                                      6        Contact Centre Activity                                             10
                                                                customer and JCP                                                   8         Jobcentre Activity                        - Between two sequential activities/


                                                                                                         Restricted Management                                                                                                                         43 43
                High Level Customer Journey Day 2 - 30
 Customer




                                               SOD received and
                                              checked by customer                                                                                  Notification of
                                       1       Evidence sent to                                                                                   award of ESA
                                              BDC                                                                                                 benefit at
                                                                                                                                                  assessment level                                The customer can return evidence to
                 Time per                                                3 Days +                                                                                                               the BDC at any point in the first 30 days. If
                  Activity
                                                                                                                                                                                                   Evidence is not received in this time
 Network




                                                                                                                                                                                                       It becomes a defective claim
   Tel.




                     Time per
                      Activity



                Contact
                Contact
                Centre
                 Centre


                      Time per
                       Activity
Organisation




                                                                                             Evidence received                                           Case
                                                                                          from customer                                                processed in                                                                     Referral
                 BDC                                                                        Evidence sent to the                                       CAM and                                                                        to ATOS via
                 BDC
                                                                                          appropriate case                                             pushed to                                                                      MSRS
                                                                                                                                                                                                                                                           2
                                                                                          owner                                                        JSAPS.

                                                                                                  1 Day -                     7 Days +                                                            18 Days (Max)
                      Time per
                       Activity

                 ATOS
                 ATOS


                Jobcentre
                 Jobcentre


                      Time
                     Horizon                Day 3                                                           Day 5     Day 6                                   Day 13 Day 14                                                                    Day 30

                       1          Customer Lag *           Continuous Work (No Lag)   5           Customer Activity           7          Benefit Delivery Centre      9           ATOS Activity                          * Lag – The estimated time difference
               Key                                  3
                                                                                                                                         Activity                                 Average Time-                          between two sequential activities
                                                            Interaction between                                                                                           X min   -- Taken to carry out activity OR
                       2          JCP Lag           4                                 6          Contact Centre Activity                                           10
                                                            customer and JCP                                                  8          Jobcentre Activity                       - Between two sequential activities/


                                                                                                      Restricted Management                                                                                                                       44 44
                High Level Customer Journey Day 30 (week 4) – week 13
 Customer




                                                                                                              PCA Examination and
                                                                                             Arrange         WFHRA conducted
                                      Customer               Customer                      PCA
                                      receives IB50        completes and                                                                                                                                                                  Customer
                                                           returns IB50.                                                                                                                                                                receives
                                                                                 Arrange                                                                                                                                                notification of
                                                                                                                                                    Customer                                                                            benefit
                                                                                WFI
                                                                                                                                                 attends first
                 Time per                                                                                                                        WFI
                  Activity



                 Contact
                 Contact
                 Centre
                  Centre


                      Time per
                       Activity




                                                                                                                                                                                                                                          Customer
Organisation




                     BDC
                     BDC                                                                                                                                                                                                                informed of
                                                                                                                                                                                                                                        ESA benefit
                                                                                                                                                                                                                             X min
                                                                                                                                                                                                                                        decision and
                                                                                                                                                                                                                                        payment rate
                      Time per
                       Activity


                                          Issue IB50                                    Contact                                                                                                                        Produce
                                                              Receive and
                                        to customer                                   Customer to                                                                                                                    Electronic
                     ATOS
                     ATOS                                  review IB50
                                        for return                                    Arrange PCA                                                                             X min                                  Output and
                                                           from
                                  2     within 4 weeks
                                                           Customer
                                                                                      and WFHRA                                                                                                                      return
                                                                                      date                                                                                                                           associated
                     Time per                                                                X min                                                                                                                   Paperwork
                      Activity

                                                                                   Prompt to
                                                                                                                                                     Conduct
                                                                                 book first WFI
                Jobcentre
                 Jobcentre                                                                                                                        first WFI

                                                                                      X min                                                          X min


                      Time                  Week 4                                                                Week 7            Week 8
                                                            Week 5                   Week 6                                                          Week 9           Week 10                 Week 11                 Week 12            Week 13
                     Horizon

        Key            1          Customer Lag *          Continuous Work (No Lag)     5             Customer Activity      7         Benefit Delivery Centre     9           ATOS Activity                          * Lag – The estimated time difference
               Key                                    3
                                                          Interaction between                                                         Activity                                Average Time-                          between two sequential activities
                       2          JCP Lag             4   customer and JCP             6          Contact Centre Activity                                        10   X min   -- Taken to carry out activity OR
                                                                                                                            8        Jobcentre Activity
                                                                                                                                                                              - Between two sequential activities/


                                                                                                         Restricted Management                                                                                                                45 45
Section 5
Next Steps




 Restricted Management   46 46
Next Steps
 Agree on the areas (highlighted in this document) that need further focus to achieve
 the desired customer experience on A-Day.

 Agree any additional customer requirements for A-Day.

 Agree the customer requirements (highlighted in the document) that will definitely
 not be met on A-Day.

 Use this Version 2 as the basis for integrating customer experience objectives in
 future workshops/discussions on any further Operating Model* versions.

 On an ongoing basis, incorporate and illustrate the impact of the future Operating
 Model decisions on the Customer Experience in future Versions.

 Continue to evolve the scenarios to illustrate the impact of the ESA Design on the
 customer experience and incorporate them in Customer Experience Model Version
 3 and subsequent Versions.
  * Please note that the Customer Experience Model v2.0 is based on the baselined Operational Delivery Model v2.0




                                                                              Restricted Management                 47 47
                                        ESA PCA – Assumptions and Decisions
No.     Area            Assumption            Stability   Owner      Status   Review date           Comments
  1   Pre-ESA   Business as usual and non-    Medium    Carol Carter           31-Oct-07
                ESA changes will not impact
                on the ESA Programme.

  2   Pre-ESA   Secure gateway and                Medium   Pat Ryall           14-Aug-07    On target - now 28/08/07
                appropriate system support
                will be in place by September
                2007
  3   Pre-ESA   Lima despatch will be             Medium   Pat Ryall           14-Aug-07    JCP deployment plans being
                deployed in JCP and DCS by                                                  prepared
                October 2007
  4   Pre-ESA   Stockpiles have been              Medium   Pat Ryall           14-Aug-07    Profile planning meeting
                transferred to Medical                                                      scheduled for 5/6 June
                Services by 30 November                                                     2007.
                2007                                                                        Transfer commenced
                                                                                            01/08/07.


  5   Pre-ESA   Stockpile held by MS will be      Medium   Pat Ryall           30-Nov-07    Stockpile management
                reduced to no more than 4                                                   system now live
                weeks by August 2008
  6   Pre-ESA   Registration of IB referrals on    High    Pat Ryall           30-Nov-07    Deployment workshops
                MSRS will fully deployed and                                                taking place with Medical
                undertaken by JCP by June                                                   Services. Deployment doc to
                2008                                                                        be prepared by 7/9 and then
                                                                                            agreed by Karen Foulds.
No.     Area            Assumption              Stability    Owner         Status     Review date           Comments
  7   Pre-ESA   Responsibility for FME            High        Moira                    30-Jan-08    Regs change needed –
                gather and IB50 issue will                  Henderson                               Moira Henderson confirmed -
                not transfer to Medical                                                             being addressed with other
                Services until ESA Go-Live                                                          Consequential Regs
                                                                                                    changes

  8   Pre-ESA   Full rollout of Pathways by       High      Sue Moore      Decision    31-Dec-07    RFP for Pathways rollout
                October 2008.                                                                       issued 22 March 2007 for
                                                                                                    response by 27 April 2007.
                                                                                                    X- Ref to Programme Risk
                                                                                                    R0000017.

  9   Pre-ESA   Medical Services 15 day           High      Carol Carter   Decision                 Being addressed as part of
                AACT for Pathways Fast                                                              the Pathways RFP -
                Track PCA’s will be relaxed                                                         ongoing evaluation
                to 19 days wef Jan 2008

 10   Pre-ESA   Decision on implementation        High       Pat Ryall     Decision                 Changes to Capability
                of any changes for Capability                                                       Report agreed and have
                Report for Pathways by end                                                          been included in Pathways
                March 2007                                                                          RFP ; CR will continue to be
                                                                                                    required
 11   Pre-ESA   There are no other potential      High        Moira        Decision   Completed     Full check of changes
                issues with Regulations that                Henderson                               against Regs to be carried
                will impact on the Pre-ESA                                                          out
                and ESA process changes

 12   Pre-ESA   The BF223 can be issued         Medium       Pat Ryall                 01-Dec-07    Confirmation that each BDC
                automatically by Medical                                                            has Business Reply address
                Services Output Services                                                            to be sought.
No.      Area               Assumption               Stability    Owner       Status    Review date            Comments
 13   ESA Process   PCA will be completed by           High        Moira     Decision                 The process for ESA
       Changes      week 14 in the majority of                   Henderson                            includes how this will be
                    cases                                                                             achieved and the Request
                                                                                                      for Proposal with Medical
                                                                                                      Services makes this
                                                                                                      assumption.
 14   ESA Process   ESA PCA will only be used          High                  Decision                 This is pre mandatory
       Changes      for new and repeat ESA                                                            migration which will
                    customers - Decision                                                              commence 2013/14
 15   ESA Process   Support group customers            High                  Decision                 Confirmed by Moira
       Changes      can be identified by either an                                                    Henderson
                    HCP or Medical Advisor in
                    Medical Services (process
                    agreed)
 16   ESA Process   The decision on whether an         High                  Decision                 Confirmed by Moira
       Changes      HCP or MA should do the                                                           Henderson
                    face to face examination can
                    be made, in most cases, by
                    admin staff. Any grey areas
                    will need to be confirmed by
                    an HCP or MA.

 17   ESA Process   Support group customers will       High                  Decision                 Confirmed by Moira
       Changes      be identified in most                                                             Henderson
                    instances by FME from the
                    GP or appropriate medical
                    evidence, DS1500/phone
                    call.
No.      Area                Assumption               Stability    Owner        Status    Review date           Comments
 18   ESA Process   Terminally ill customers            High                   Decision                 Confirmed by Moira
       Changes      (where identified on the first                                                      Henderson
                    inbound call to the CAM) will
                    be referred on Day 1 to
                    Medical Services.
 19   ESA Process   Backdated claims do not             High                   Decision                 Confirmed by Moira
       Changes      require an immediate referral                                                       Henderson and WWEG
                    to Medical Services.

 20   ESA Process   Customer questionnaire will         High        Atos       Decision                 Completed
       Changes      be issued by Atos before                      Healthcare
                    FME is requested to decide
                    whether customer is in the
                    Support Group’ except where
                    the customer is terminally ill.

 21   ESA Process   All new and repeat ESA              High        Moira      Decision                 Confirmed by Moira
       Changes      customers will have a face to                 Henderson                             Henderson
                    face examination (except
                    where they are obviously in
                    the support group)
No.     Area            Assumption               Stability    Owner        Status    Review date            Comments
 22   ESA PCA   The detailed requirements          High        Moira      Decision                 The criteria are included in
                for support group is available               Henderson                             the draft regs and Moira’s
                for LiMA development                                                               view is that although not
                                                                                                   finalised until October 2007,
                                                                                                   there is unlikely to be any
                                                                                                   fundamental change after
                                                                                                   Royal Assent to the Bill.
                                                                                                   The draft regs can be used
                                                                                                   to scope LiMA changes -
                                                                                                   Workshop 31/7 clarified
                                                                                                   remaining issues.

 23   ESA PCA   Medical Services will need to      High        Atos       Decision
                develop Lima to support                      Healthcare
                HCP’s making ‘Support
                Group’ decisions.
 24   ESA PCA   There is no requirement for a      High        Moira      Decision                 Needs confirming with Moira
                doctor check on HCP                          henderson                             -confimed with Moira
                Support Group decisions                                                            03/08/07.
                once the HCP is through
                training
No.     Area             Assumption              Stability    Owner       Status     Review date             Comments
 25   ESA PCA   Requirements definition          Medium        Moira     Decision                  The draft Regs are available
                (Descriptors and medical                     Henderson                             and can be used to develop
                protocols) for ESA PCA Lima                                                        LiMA. However, Phase 2
                will be available by end April                                                     evaluation currently being
                2007                                                                               undertaken and may define
                                                                                                   descriptors further. Sufficient
                                                                                                   confidence in acceptability
                                                                                                   of further recommended
                                                                                                   changes to draft descriptors
                                                                                                   that LiMA programming can
                                                                                                   go ahead - ESA85 Report
                                                                                                   has been signed off.
                                                                                                   Protocols are developed by
                                                                                                   MS and Moira assures at
                                                                                                   end. LiMA protocols are part
                                                                                                   of training/guidance
                                                                                                   development- not needed to
                                                                                                   develop LiMA programme
                                                                                                   for ESA.


 26   ESA PCA   There are no requirements          High        Moira     Decision                 Confirmed by Moira
                for piloting the PCA                         Henderson                            Henderson. Evaluation will
                descriptors.                                                                      take place following
                                                                                                  implementation of ESA
 27   ESA PCA   DCS have a requirement for         Low         DCS                  From November Will not be delivered for
                DLA triggers to be available,                                             08      ESA go-live ; now post Nov
                requirement for LIMA to                                                           2008.
                potentially identify customers
                that could be eligible for
                DLA.
No.      Area            Assumption               Stability    Owner       Status    Review date             Comments
 28    ESA PCA    HCP’s can be used for up to       High        Moira     Decision                  35 – 40% ratio was used in
                  90% of ESA face to face                     Henderson                             earlier RFP however,
                  examinations.                                                                     assumption now is that 90%
                                                                                                    of PCAs could be delivered
                                                                                                    by HCPs and that only
                                                                                                    cases where customer
                                                                                                    condition was neurological
                                                                                                    would definitely require a
                                                                                                    doctor to do the PCA. This
                                                                                                    revised assumption will be in
                                                                                                    3rd iteration of the RFP.

 29    ESA PCA    MS will have the criteria to      High        Moira     Decision   Advice given   Confirmation received re
                  decide which exams can be                   Henderson                31/07.       HCP conducting PCAs.
                  undertaken by HCP’s by end
                  April 2007.
 30    ESA PCA    ESA examinations can be           High        Moira     Decision                  Moira has confirmed that
                  curtailed.                                  Henderson                             this is correct but the ‘trigger
                                                                                                    score’ will need to be set
                                                                                                    differently to reflect the
                                                                                                    different scoring system for
                                                                                                    the revised PCA.

 31    ESA PCA    There is no requirement to        High        Moira     Decision                  Confirmed by Moira
                  pilot HCP’s carrying out face               Henderson                             Henderson
                  to face examinations
 32   ESA WFHRA   PCA and WFHRA will be             High        MoS       Decision
                  done at the same
                  appointment. There will be
                  no separate appoitments for
                  WFHRA.
No.      Area              Assumption               Stability    Owner       Status    Review date          Comments
 33   ESA WFHRA   Requirements definition for       Medium        Moira                 30/09/2007   WFHRA Pilot completed
                  WFHRA protocol will be                        Henderson                            LiMA development
                  available by end September                                                         commenced.
                  2007.
 34   ESA WFHRA   Details of pilot will be agreed     High        Moira     Complete   Completed     Pilot completed 30/06/07.
                  by end March 2007.                            Henderson                            Interim report indicates
                                                                                                     single Practitioner option
                                                                                                     and that legnth of WFHRA is
                                                                                                     approx 30 minutes. Sub to
                                                                                                     MoS 23/07/07 recommend
                                                                                                     single Practitioner, MoS
                                                                                                     agreed 30/07/07. Atos
                                                                                                     notified of outcome.

 35   ESA WFHRA   WFHRA will be required for          High        Moira     Decision
                  all new and repeat claims to                  Henderson
                  ESA. Only customers in the
                  support group are exempted
                  from WFHRA.
 36   ESA WFHRA   Data in WFHRA Form will             High      Pat Ryall   Decision
                  not be pre populated from
                  information gathered at the
                  PCA.
 37   ESA WFHRA   Single Practitioner will            High        MoS       Decision                 MOS agreed single
                  complete PCA and WFHRA                                                             practitioner 30/07/07
                  at the same appointment.

 38   ESA WFHRA   A copy of the WFHRA is              High                  Decision
                  required to be sent to the
                  customer
No.       Area                  Assumption                Stability     Owner      Status    Review date            Comments
 39    ESA WFHRA         The WFHRA will be passed           High                  Decision
                         by Medical Services to PL
                         Pathways Providers

 40      ESA PCA         PCA and WFHRA can be               High                  Decision                 Confirmed by Moira
                         completed by the same                                                             Henderson
                         practitioner if a Domiciliary
                         Visit (DV) is required.
 41    ESA WFHRA         There are no data protection       High        Moira     Decision                 Moira has spoken to Sol and
                         issues with providing the                    Henderson                            should be in draft regs.
                         WFHRA to PL Pathways
                         Providers.
 42   ESA Re-referrals   Frequency of ESA re-               High        Moira     Decision                 This position agreed with
                         referrals will be based on                   Henderson                            MOS.
                         prognosis by MA or 3 years.

 43   ESA Re-referrals   The WFHRA is not required          High         Moira    Decision
                         for ESA re-referrals                         Henderson/R
                                                                      ohan Grove

 44   ESA Re-referrals   ESA re-referrals can be            High        Moira     Decision                 Costings submission will
                         passed at scrutiny and do                    Henderson                            need to include costings
                         not all require a face to face
                         examination
 45   ESA Re-referrals   Scrutiny guidelines will need      Low         Moira                 30-Aug-07    If scrutiny allowed on re-
                         to be revised to take account                Henderson                            referrals, the guidelines will
                         of ESA changes by June                                                            need to be revised
                         2007
 46     New Forms        A copy of the WFHRA is             High        Moira     Decision
                         required to be sent to the                   Henderson
                         customer
No.     Area              Assumption            Stability    Owner       Status    Review date             Comments
 47   New Forms   New or exisiting IB113 can      High                  Decision                 Will require minimal change
                  be used for IB and ESA                                                         to front page for ESA
                  claims
 48   New Forms   Revised IB113 will be         Medium        Moira                 30-Aug-07    Need to confrim timing of
                  designed. There will be a                 Henderson                            work to re-design IB113
                  single version to be used
                  regardless of who has been
                  asked to provide FME

 49   New Forms   Design of new customer        Medium        Moira                 30-Aug-07    Initial meeting has taken
                  questionnaire (ESA50) will                Henderson                            place in July, a number of
                  be available by 3/10/07                                                        design principles were
                                                                                                 established. Further meeting
                                                                                                 30/08/07.
 50   New Forms   New customer questionnaire      High       Design     Decision
                  can only be used for ESA
                  claims
 51   New Forms   Details of customer             Low         Moira                 03-Sep-07    New customer questionnaire
                  questionare piloting to be                Henderson                            may need to be piloted and
                  agreed/decided by 30/09/07                                                     stakeholder lobby groups
                                                                                                 involved.
 52   New Forms   Customer questionnaire will     High       Design     Decision
                  not be completed by
                  telephone
No.       Area                  Assumption             Stability    Owner      Status     Review date             Comments
 53     New Forms       Revised Med3 will not be       Medium        Moira                 31-Aug-07    JCP / ESA Programme may
                        required ESA.                              Henderson                            want to pursue the
                                                                                                        possibility of a revised Med
                                                                                                        3 in order to ensure that the
                                                                                                        SG decision could be made
                                                                                                        as soon as possible in the
                                                                                                        E2E process

 54     New Forms       Med 4 will be removed for        High        Moira     Decision
                        ESA [Design assumption –                   Henderson
                        no Med4]
 55     New Forms       New Med 3/4 can be used          High                  Decision                 Any changes to Med3/4 will
                        for IB and ESA claims                                                           be used for IB and ESA

 56 Existing Customers New ESA PCA for IB                High        Moira     Decision                 Migration not due to
                       customers will be carried out               Henderson                            commence until 2013/14
                       following migration to ESA

 57 Existing Customers Capability Report is required     High      Pathways    Decision
                       for existing and linking IB
                       customers including re-
                       referrals.
 58 Existing Customers HCPs can be used for face         High         Moira    Decision                 Regs changes are complete.
                       to face examinations for IB                 Henderson
 59 Existing Customers Volunteers - IB customers         High         ESA      Decision
                       may not volunteer to move                   Programme
                       onto ESA ; they are out of
                       programme scope.
No.    Area                Assumption            Stability     Owner       Status     Review date            Comments
 60   Capacity   Medical Services can            Medium      Atos Origin               31-Aug-07    Risk X ref to Programme
                 increase their medical                                                             risk 0000056.
                 capacity to support the
                 introduction of ESA.                                                               Awaiting RFP response
 61   Capacity   Recruitment of HCP’s and          High      Atos Origin               31-Oct-07    Awaiting RFP response.
                 Medical Advisor’s will begin
                 in July 2007.
 62   Capacity   Medical Services additional       High      Atos Origin               31-Oct-07    Assume that Atos staffing
                 resources to support ESA                                                           levels will be monitored via
                 will be incremental from go-                                                       contract performance and
                 live                                                                               service level arrangements
                                                                                                    post 10/08.
 63   Capacity   Changes to the MEC estate       Medium      Atos Origin               31-Aug-07    Planning assumptions
                 will be agreed by 31 August                                                        based on worse case
                 2007                                                                               scenario’s
 64   Capacity   VCC will have the capacity to     High      Atos Origin               31-Aug-07    Based on worse case
                 take the additional                                                                scenario’s
                 telescheduling for ESA
                 claims
 65   Capacity   Commissioning of any new        Medium      Atos Origin               31-Aug-07    Final version of Atos Estates
                 MECs will start no later than                                                      start due 24/08/07
                 October 2007
 66   Capacity   Medical Services will be          High       Pat Ryall    Decision    21-Aug-07    Will form part of the RFP
                 involved in ESA Model Office
                 testing
                       STATUTORY INSTRUMENTS




                                            DRAFT
                                            200[7] No.

                                  SOCIAL SECURITY

  The Employment and Support Allowance (Limited Capability
        for Work-Related Activity) Regulations 200[7]

                   Made       -    -    -    -                                  ***
                   Laid before Parliament                                       ***
                   Coming into force -       -                                  ***

The Secretary of State for Work and Pensions makes the following Regulations in exercise of the
powers conferred by [section] 9 of and Schedule 2 to the Welfare Reform [Act 2007]:

Citation and commencement
  1. These Regulations may be cited as the Employment and Support Allowance (Limited
Capability for Work-Related Activity) Regulations 200[7] and shall come into force on [date]
200[7].

Determination of limited capability for work-related activity
   2.—(1) For the purposes of Part I of the Welfare Reform [Act 2007], a person’s capability for
work-related activity is limited by his physical or mental condition and the limitation is such that it
is not reasonable to require him to undertake such activity if one or more of the descriptors set out
in the Schedule applies to him.
  (2) A descriptor applies to a person if that descriptor applies to him for the majority of the time
or, as the case may be, on the majority of the occasions on which he undertakes or attempts to
undertake the activity described by that descriptor.
  (3) In determining whether a descriptor applies to a person, he is to be assessed as if he were
wearing any prosthesis with which he is fitted or, as the case may be, wearing or using any aid or
appliance which he normally wears or uses.

Certain persons to be treated as having limited capability for work-related activity
  3.—(1) A person is to be treated as having limited capability for work-related activity if any of
the circumstances set out in paragraph (2) apply to him.
  (2) The circumstances are—
    (a) that he is suffering from a progressive disease and his death in consequence of that
        disease can reasonably be expected within 6 months;
    (b) that he is receiving treatment by way of intravenous, intraperitoneal or intrathecal
        chemotherapy;
    (a) that he suffers from some specific disease or bodily or mental disablement and, by               Formatted: Bullets and
        reasons of such disease or disablement, there would be a substantial risk to the mental or       Numbering
        physical health of any person if he were found not to have limited capability for work-
        related activity;
    (b) that in the case of a woman, she is pregnant and there is a serious risk of damage to her
        health or to the health of her unborn child if she does not refrain from work-related
        activity.

Information required for determining capability for work-related activity
                                                                                                         Formatted: Bullets and
  3.—(1) Subject to paragraph (2), the information or evidence required to determine whether a           Numbering
person has limited capability for work-related activity is—
    (a) any information relating to the descriptors set out in the Schedule that the Secretary of
        State may request in the form of a questionnaire; and
    (b) any such additional information as the Secretary of State may request.
  (2) Where the Secretary of State is satisfied that he has sufficient information to determine
whether a person has limited capability for work-related activity without the information specified
in paragraph (1)(a), that information will not be required for the purposes of making the
determination.

Failure to provide information
                                                                                                         Formatted: Bullets and
  4.—(1) Where a person fails without good cause to comply with the Secretary of State’s request         Numbering
that he provide the information referred to in regulation 4(1)(a), he is, subject to paragraph (2), to
be treated as not having limited capability for work-related activity.
  (2) Paragraph (1) does not apply unless—
    (a) at least 6 weeks have passed since the Secretary of State sent the person the first request
        for the information; and
    (b) the Secretary of State sent that person a further request at least 4 weeks after the date of
        the first request, and at least 2 weeks have passed since the further request was sent.

Person may be called for a medical examination
                                                                                                         Formatted: Bullets and
  5.—(1) When it falls to be determined whether a person has limited capability for work-related         Numbering
activity, he may be called by or on behalf of a health care professional approved by the Secretary
of State to attend for a medical examination.
  (2) Subject to paragraph (3) where a person fails without good cause to attend for or to submit
himself to such an examination, he is to be treated as not having limited capability for work-
related activity.
 (3) Paragraph (2) does not apply unless written notice of the time and place for the examination
was sent to him at least 7 days in advance, or unless he agreed to accept a shorter period of notice
whether given in writing or otherwise.
  (4) The reference in paragraph (1) to a health care professional is to a member of a profession
(whether or not regulated by, or by virtue of, any enactment) which is concerned (wholly or
partly) with the physical or mental health of individuals.

Matters to be taken into account in determining good cause
                                                                                                         Formatted: Bullets and
  6. The matters to be taken into account in determining whether a person has good cause under           Numbering
regulations 5 or 6 (failure to provide information or attend a medical examination) include—
    (a) whether he was outside Great Britain at the relevant time;
    (b) his state of health at the relevant time; and
    (c) the nature of any disability he has.



                                                  2
Signed by the authority of the Secretary of State for Work and Pensions



                                                               Parliamentary Under Secretary of State
Date                                                               Department for Work and Pensions




                                        SCHEDULE


 Assessment of whether a person has limited capability for work-related
                               activity

                   Column 1                                               Column 2
                    Activity                                             Descriptors


1. Walking or moving on level ground—                  Cannot—
                                                          (a) walk (with a walking stick or other aid if
                                                          such aid is normally used);
                                                          (b) move (with the aid of crutches if crutches
                                                          are normally used); or
                                                          (c) manually propel his wheelchair,
                                                       more than 30 metres without repeatedly
                                                       stopping, experiencing breathlessness or severe
                                                       discomfort.

2. Rising from sitting and transferring from one       Cannot complete both of the following—
seated position to another—                              (a) rise to standing from sitting in an upright
                                                         chair without receiving physical assistance
                                                         from another person; and
                                                         (b) move between one seated position and
                                                         another seated position located next to one
                                                         another without receiving physical assistance
                                                         from another person.

3. Picking up and moving or transferring by the        Cannot pick up and move 0.5 litre carton full of
use of the upper body and arms (excluding              liquid with either hand.
standing, sitting, bending or kneeling and all
other activities specified in this Schedule)—

4. Reaching—                                           Cannot raise either arm as if to put something
                                                       in the top pocket of a coat or jacket.

5. Manual dexterity—                                   Cannot—
                                                        (a) turn a “star-headed” sink tap with either
                                                         hand; or


                                                   3
                                                        (b) pick up a £1 coin or equivalent with either
                                                        hand.



6. Continence—

(a) Continence other than enuresis (bed               (a) has no voluntary control over bowel
wetting) where claimant does not have an              evacuation;
artificial stoma or urinary collecting device—        (b) has no voluntary control over voiding of
                                                      bladder;
                                                      (c) loses control of bowel so that he cannot
                                                      control the full evacuation of the bowel at least
                                                      once per week;
                                                      (d) loses control of bladder so that he cannot
                                                      control the full voiding of the bladder at least
                                                      once a week;
                                                      (e) fails to control full evacuation of the bowel
                                                      at least once a week, owing to a severe
                                                      disorder of mood or behaviour; or
                                                      (f) fails to control full voiding of the bladder at
                                                      least once a week, owing to a severe disorder of
                                                      mood or behaviour.




(b) Continence where claimant uses a urinary          (a) is unable to affix, remove or empty the
collecting device, worn for the majority of the       catheter bag or other collecting device without
time including an indwelling urethral or              receiving physical assistance from another
suprapubic catheter—                                  person;
                                                      (b) is unable to affix, remove or empty the
                                                      catheter bag or other collecting device without
                                                      causing leakage of contents;
                                                      (c) has no voluntary control over bowel
                                                      evacuation;
                                                      (d) loses control of bowel so that he cannot
                                                      control the full evacuation of the bowel at least
                                                      once per week; or
                                                      (e) fails to control full evacuation of the bowel
                                                      at least once a week, owing to a severe disorder
                                                      of mood or behaviour.


(c) Continence other than enuresis (bed               (a) is unable to affix, remove or empty stoma
wetting) where claimant has an artificial             appliance without receiving physical assistance
stoma—                                                from another person;
                                                      (b) is unable to affix, remove or empty stoma
                                                      appliance without causing leakage of contents;
                                                      (c) where the claimant’s artificial stoma relates
                                                      solely to the evacuation of the bowel, has no
                                                      voluntary control over voiding of bladder;
                                                      (d) where the claimant’s artificial stoma relates
                                                      solely to the evacuation of the bowel, loses
                                                      control of the bladder so that he cannot control



                                                  4
                                                the full voiding of the bladder at least once per
                                                week; or
                                                (e) where the claimant’s artificial stoma relates
                                                solely to the evacuation of the bowel, fails to
                                                control the full voiding of the bladder at least
                                                once a week, owing to a severe disorder of
                                                mood or behaviour.


7. Maintaining personal hygiene—

Cleaning own torso                              (a) cannot clean own torso (excluding own
                                                back) without receiving physical assistance
                                                from another person;
                                                (b) cannot clean own torso (excluding own
                                                back) without repeatedly stopping,
                                                experiencing breathlessness or severe
                                                discomfort;
                                                (c) cannot clean own torso (excluding own
                                                back) without receiving regular prompting
                                                given by another person in the physical
                                                presence of the claimant; or
                                                (d) owing to a severe disorder of mood or
                                                behaviour, fails to clean own torso (excluding
                                                own back) without receiving—
                                                  (i) physical assistance from another person,
                                                   or
                                                  (ii) regular prompting given by another
                                                   person in the physical presence of the
                                                   claimant.

8. Eating and drinking—

(a) Conveying food or drink to his mouth.       (a) cannot convey food or drink to his mouth
                                                without receiving physical assistance from
                                                another person;
                                                (b) cannot convey food or drink to his mouth
                                                without repeatedly stopping, experiencing
                                                breathlessness or severe discomfort;
                                                (c) cannot convey food or drink to his mouth
                                                without receiving regular prompting given by
                                                another person in the physical presence of the
                                                claimant; or
                                                (d) owing to a severe disorder of mood or
                                                behaviour, fails to convey food or drink to his
                                                mouth without receiving—
                                                   (i) physical assistance from another person,
                                                   or
                                                   (ii) regular prompting given by another
                                                   person in the physical presence of the
                                                   claimant.

(b) Chewing or swallowing food or drink         (a) cannot chew or swallow food or drink;
                                                (b) cannot chew or swallow food or drink
                                                without repeatedly stopping, experiencing



                                            5
                                          breathlessness or severe discomfort;
                                          (c) cannot chew or swallow food or drink
                                          without receiving regular prompting given by
                                          another person in the physical presence of the
                                          claimant; or
                                          (d) owing to a severe disorder of mood or
                                          behaviour, fails to—
                                            (i) chew or swallow food or drink; or
                                            (ii) chew or swallow food or drink without
                                            regular prompting given by another person in
                                            the physical presence of the claimant.

9. Learning or comprehension in the       (a) cannot learn or understand how to
completion of tasks—                      successfully complete a simple task, such as the
                                          preparation of a hot drink, at all;
                                           (b) needs to witness a demonstration, given
                                          more than once on the same occasion of how to
                                          carry out a simple task before he is able to learn
                                          or understand how to complete the task
                                          successfully, but would be unable to
                                          successfully complete the task the following
                                          day without receiving a further demonstration
                                          of how to complete it;
                                          or
                                          (c) fails to do any of the matters referred to in
                                          (a) or (b) owing to a severe disorder of mood or
                                          behaviour.

10. Personal action—                      (a) cannot initiate or sustain any personal action
                                          (which means planning, organisation, problem
                                          solving, prioritising or switching tasks);
                                          (b) Cannot initiate or sustain personal action
                                          without requiring daily verbal prompting given
                                          by another person in the presence of the
                                          claimant; or
                                          (c) fails to initiate or sustain basic personal
                                          action without requiring daily verbal prompting
                                          given by another person in the presence of the
                                          claimant, owing to a severe disorder of mood or
                                          behaviour.

11. Communication—                        (a) none of the following forms of
                                          communication can be achieved by the
                                          claimant—
                                            (i) speaking (to a standard that may be
                                             understood by strangers);
                                            (ii) writing (to a standard that may be
                                             understood by strangers);
                                            (iii) typing (to a standard that may be
                                             understood by strangers)
                                            (iv) sign language to a standard equivalent to
                                             Level 3 British Sign Language;
                                          (b) none of the forms of communication
                                          referred to in (a) are achieved by the claimant,
                                          owing to a severe disorder of mood or
                                          behaviour;


                                      6
    (c) Misinterprets verbal or non-verbal
    communication to the extent of causing distress
    to himself on a daily basis; or
    (d) effectively cannot make himself understood
    to others because of his disassociation from
    reality owing to a severe disorder of mood or
    behaviour.




7
‘Reserved Circumstances’ – the support group
(a)   Claimants whose level of functional activity, due to a physical or mental
      disablement is such that they cannot effectively carry out the following
      activities:


      (i)        Activities linked to a physical health condition or impairment:


             •   Cannot mobilise around their own home for the majority of the
                 time;   or   because    of   unreasonable   levels   of   pain,   or
                 breathlessness; or cannot be carried out repeatedly and safely
                 at a reasonable speed or pace
             •   Cannot use a toilet or maintain bowel/urinary continence for the
                 majority of the time; or because of unreasonable levels of pain,
                 or breathlessness; or cannot be carried out repeatedly and
                 safely at a reasonable speed or pace
             •   Cannot maintain personal hygiene for the majority of the time; or
                 because of unreasonable levels of pain, or breathlessness; or
                 cannot be carried out repeatedly and safely at a reasonable
                 speed or pace
             •   Cannot eat or drink for the majority of the time; or because of
                 unreasonable levels of pain, or breathlessness; or cannot be
                 carried out repeatedly and safely at a reasonable speed or pace.


      (ii)       Activities linked to a mental health condition or impairment
                 (including cognitive impairment):

             •   Claimants demonstrating no awareness (that is they are unable
                 to gain, retain or interpret knowledge; or make judgements
                 because of disordered thinking (e.g. delusions, dementia etc); or
                 to sustain concentration; or to connect thoughts into logical
                 sequences because of disorganised or fragmented thinking) of
                 any of the following:
                 (a)     Of their surroundings;
                 (b)     Of common dangers; or
                 (c)       Of time, place or identity.


             •   Claimants demonstrating limitations in communication (that is
                 they are people who are unable to communicate by means of
                 speech (due to inability to speak or understand speech),
                 hearing, vision, signals or other none linguistic forms in such a
                 way as to have a meaningful (useful) dialogue with another
                 person in order to participate in day to day activities and social
                 situations);
             •   Claimants who cannot maintain personal hygiene without
                 prompting, for the majority of the time;
             •   Claimants who cannot eat or drink without prompting for the
                 majority of the time


(b)   Claimants to be included in the support group, but who may not satisfy
      the above descriptors in terms of functional limitations. This would
      include the following type of claimants:


      (i)        The terminally ill. Claimants who meet a definition of terminal
                 illness to be placed in the support group.             Where “Terminal
                 illness” is consistent with the definition in section 66(2)(a) of the
                 Contributions and Benefit Act 1992 (a person who at that time
                 suffers     from     a    progressive    disease    and   his   death   in
                 consequence of that disease can reasonable be expected within
                 6 months). A claimant will need to provide medical confirmation
                 of this prognosis;


      (ii)       Claimants       in       receipt   of   regular    treatment    such    as
                 plasmapheresis (removal of blood from which elements are
                 taken before it is then transfused back into the patients), oral or
                 parenteral chemotherapy with cytotoxic drugs, anti-tumour
                 agents or immunosuppressive drugs or by way of radiotherapy.
        This reflects the existing paragraph (1)(b) of regulation 13 of the
        Incapacity for Work Regulations 1995; and


(iii)   Claimants who suffer from some specific disease or bodily
        disablement and, by reason of such disease or disablement,
        there would be a substantial risk of the mental or physical health
        of any person if they were found capable of work (this closely
        resembles the former paragraph (2)(b) of regulation 27 of the
        Incapacity for Work Regulations 1995, prior to the amendments
        by the Secretary of State to that regulation that have
        subsequently been struck down by the Court of Appeal in the
        case of Howker v Secretary of State [2002] EWCA Civ 1623)
    Insert New Requirement            Refresh Numbering




                                                                                                                                        Level 4 (JSAPS
                                                                                                                                                  DBR)


                                                                                                                                                         Date Baselined




                                                                                                                                                                           Required (Where IT)*




                                                                                                                                                                                                                                                                           Issues (materialised
                                                                                                                                                                           Requirement Type




                                                                                                                                                                                                                       Process/Operator
                                                                                                                                                                                                     Planned Release
                                                             Level 3 (Detailed




                                                                                                                                                                                                                                          Real Time/Batch
                                                             Requirement)




                                                                                                                                                                                                                                                                                                                Assumptions
                                                                                                                                                                           (Clerical, IT)*

                                                                                                                                                                           Components




                                                                                                                                                                                                                       Intervention


                                                                                                                                                                                                                                                            Essential or




                                                                                                                                                                                                                                                                                                                                                 Constraints
                                                                                                                                                                                                                       Automated




                                                                                                                                                                                                                                                                           Red Risks)
                                                                                                                                                                                                                                                            Desirable
                                                                                                                                                                           Solution
Unique
  ID       Level 0      Level 1     Level 2                                                       Description
05010001 Personal                                                                The business must be able to refer the customer                                                                  Release
         Capability                                                              to Medical Services for Personal Capability                                                                      1
         Assessment                                                              Assessment as part of their claim for ESA
         (PCA)
05070001              IPC PCA                                                    The business must be able to perform IPC PCA                                                                     Release
                      Referral                                                   Referrals                                                                                                        1
05070002                          IPC PCA                                        The IPC must be able to set, or have a the system 1346.1.1                                                       Release                                                                                         Assumed IPC will be able to       Will a build from clerical
                                  Referral Action                                set, a PCA referral prompt upon maturity of which 1346.3.1                                                       1                                                                                               build a case from clerical on     mean that the PCA prompt is
                                                                                 they must commence PCA referral action.                                                                                                                                                                          JSAPS as they will not have       automatically set or will it
                                                                                                                                                                                                                                                                                                  access to CAM for customers       need to be set by IPC PCA
                                                                                                                                                                                                                                                                                                  claiming from abroad              user

05070003                                            Set "PCA referral            IPC must be able to set, or have the system set,     1346.1.1                            IT        JSAPS         Release               Automa Batch                        Essen
                                                    prompt" trigger              the "PCA referral prompt" trigger                                                                                1                     ted                                 tial
                                                                                                                                                                                                                        Proces
                                                                                                                                                                                                                        s
05070004                                            Identify customers           IPC will be able to identify where Customers         1346.2.1                            IT        JSAPS         Release               Operat Batch                        Essen                                 Assume using pathways rules
                                                    requiring "immediate"        require an immediate PCA prompt. This is                                                                         1                     or                                  tial                                  around mature time for referral
                                                    PCA referral                 customers who are potentially terminally ill                                                                                           Interve                                                                   prompts.
                                                                                                                                                                                                                        ntion                                                                     Assume New Claims
                                                                                                                                                                                                                                                                                                  Processor can identify cases
                                                                                                                                                                                                                                                                                                  for immediate PCA Referral at
                                                                                                                                                                                                                                                                                                  the point of Data Gather
05070005                                            Identify incapacities        The system will be able to identify where         1346.2.2                               IT        JSAPS         Release               Automa Batch                        Essen                                 Assume using pathways rules       Will the system identify the
                                                    requiring 4-week" PCA        Customer's incapacity requires PCA referral in 4-                                                                1                     ted                                 tial                                  around mature time for referral   customers incapacity for 4
                                                    referral                     weeksfrom the date of first contact.                                                                                                   Proces                                                                    prompts                           week prompt when doing a
                                                                                                                                                                                                                        s                                                                         Assume New Claims                 clerical build
                                                                                                                                                                                                                                                                                                  Processor can identify cases
                                                                                                                                                                                                                                                                                                  for immediate PCA Referral at
                                                                                                                                                                                                                                                                                                  the point of Data Gather. All
                                                                                                                                                                                                                                                                                                  other cases will be 4-week
05070006                                            Set "PCA referral                                                                                                                                                                                                                             PCA R f       l
                                                                                 Where a customer's incapacity requires an                                                IT        JSAPS         Release               Automa        Batch                 Essen
                                                    prompt" trigger for          immediate referral, the system will trigger a "PCA                                                               1                     ted                                 tial
                                                    "immediate" referral         referral prompt" (case control) immediately                                                                                            Proces
                                                    cases                                                                                                                                                               s
05070007                                            Set "PCA referral            Where a customer's incapacity does not require                                           IT        JSAPS         Release               Automa        Batch                 Essen
                                                    prompt" trigger for "4-      an immediate referral, the system will trigger a                                                                 1                     ted                                 tial
                                                    week" referral cases         "PCA referral prompt" (case control) trigger to                                                                                        Proces
                                                                                 mature in 4 weeks time                                                                                                                 s
05070008                                            Produce PCA Referral         The system will produce a "PCA Referral Prompt"                                          IT        JSAPS         Release               Automa        Batch                 Essen
                                                    Prompt (WAR)                 (Work Available Report (WAR)) when the prompt                                                                    1                     ted                                 tial
                                                                                 trigger matures.                                                                                                                       Proces
                                                                                                                                                                                                                        s
05070009                                            Routing PCA Referral  The system will be able to route PCA Referral                                                   IT        JSAPS         Release               Automa        Batch                 Essen                                 Assume existing JSAPS
                                                    Prompts (WARs) to IPC Prompts (WAR) to appropriate IPC ESA                                                                                    1                     ted                                 tial                                  method of routing WARs will
                                                    ESA Processor         Processors                                                                                                                                    Proces                                                                    be used but need to define
                                                                                                                                                                                                                        s                                                                         routing rules
05070010                   Trigger Overdue Report Where a PCA Referral Prompt has not been                IT         JSAPS   Release   Automa Batch     Essen   Assume existing JSAPS
                           entry where prompt not cleared after 1 day , the system will trigger an                           1         ted              tial    mechanism for Overdue Work
                           cleared within 1 day.  Overdue Report entry                                                                 Proces                   Reports will be used but will
                                                                                                                                       s                        need to define routing rules

05070011                   Route overdue report to Overdue work report prompt raised when a report        IT         JSAPS   Release   Automa Batch     Desir
                           IPC section manager     is overdue                                                                2         ted              able
                                                                                                                                       Proces
                                                                                                                                       s
05070103                   User set case controls     IPC ESA Processors must be able to input "user      IT         JSAPS   Release   Operat           Essen
                                                      set case controls" throughout the PCA process to                       1         or               tial
                                                      ensure that enquiries are tracked timeously                                      Interve
                                                                                                                                       ntion
05070108                   Produce IPC user set       The system will produce a WAR & route it to the     IT         JSAPS   Release   Automa           Essen
                           case controls (WAR)        IPC ESA Processor when the user set case                               1         ted              tial
                                                      controls mature.                                                                 Proces
                                                                                                                                       s
05070012   Obtain Self                                The business will be able to gather information
           Assessment                                 from the customer in the form of a Self
           Questionnaire                              Assessment Questionnaire (ESA50)
           (ESA50)
05070013                   Issue Self Assessment      IPC must be able to issue a customer                Clerical                     Operat           Essen
                           Questionnaire (ESA50)      questionnaire and reminder to                                                    or               tial
                                                      Customer/PAB/COP with appropriate letter                                         Interve
                                                                                                                                       ntion
00500014                   Record Date of Issue of IPC ESA Processor must be able to record the           IT         JSAPS   Release   Operat           Essen   It is assumed that IPC will be Does JSAPS have a forms
                           Self Assessment         date of issue of the Self Assessment                                      1         or               tial    able to use the fields in JSAPS issued screen that could be
                           Questionnaire (ESA50) Questionnaire (ESA50)                                                                 Interve                  PCA Screen (JA674) to enter used to record what has
                                                                                                                                       ntion                    this date at the time of issue. been issued?:

05070015                   Issue Reminder (IB53) if   IPC ESA Processor must be able to issue             Clerical JSAPS     Release   Operat           Essen
                           Self Assessment            Reminder (IB53), if Self Assessment                                    1         or               tial
                           Questionnaire (ESA50)      Questionnaire (ESA50) is not received within 4                                   Interve
                           not returned               weeks of date of issue and input a "user set case                                ntion
                                                      control" for return
05070016   Receive Self                               IPC must be able to Receive a Self Assessment
           Assessment                                 (ESA50) questionnaire
           Questionnaire
           (ESA50)
05070017                   Record date of Receipt     IPC must be able to record the date of receipt of   IT         JSAPS   Release   Operat           Essen   It is assumed that the notepad
                           of Self Assessment         ESA50                                                                  1         or               tial    facility will be available to IPC
                           Questionnaire (ESA50)                                                                                       Interve                  for this requirement
                                                                                                                                       ntion

05070018                   Contact customer if self   IPC must be able to issue an ESA(N)52 to the        Clerical N/A       Release   Operat           Essen
                           assessment                 Customer/PAB/COP if the self assessment                                1         or               tial
                           questionnaire is           questionnaire is incomplete to obtain missing                                    Interve
                           incomplete                 information                                                                      ntion
05070109                   Refer Self Assessment      IPC must be able to send a clerical referral to     Clerical N/A       Release   Operat           Essen
                           Questionnaire to Medical   Medical Services on receipt of the Self                                1         or               tial
                           Services                   Assessment Questionnaire (ESA50)                                                 Interve
                                                                                                                                       ntion
05070067   Failure to                                 The business must be able to record details of a
           Return Self                                customer failing to return a Self Assessment
           Assessment                                 Questionnaire (ESA50)
           Questionnaire
           (ESA50)
05070068                   Record Date of Issue of The IPC ESA user must be able to record the date       IT         JSAPS   Release   Operat    Real   Desir   It is assumed that IPC will be
                           Self Assessment         of issue of Self Assessment Questionnaire                                 1         or        Time   able    able to use the fields in JSAPS
                           Questionnaire (ESA50) (ESA50)                                                                               Interve                  PCA Screen (JA674).
                                                                                                                                       ntion
05070069                   Record Date of Issue of The IPC ESA user must be able to record the date       IT         JSAPS   Release   Operat    Real   Desir   It is assumed that IPC will be
                           Reminder (IB53)         of issue Reminder letter (IB53)                                           1         or        Time   able    able to use the fields in JSAPS
                                                                                                                                       Interve                  PCA Screen (JA674).
                                                                                                                                       ntion
05070070                 Refer late return Self    IPC must be able to send a clerical referral to                    Clerical N/A     Release   Operat
                         Assessment                Medical Services if good cause accepted following                                   1         or
                         Questionnaire (ESA50)     late/non return of Self Assessment Questionnaire                                              Interve
                                                   (ESA50)                                                                                       ntion
05070022                 Self Assessment           IPC must be able to determine if the customer has                  Clerical N/A     Release   Operat
                         Questionnaire not         good cause for not returning the self assessment                                    1         or
                         returned/Failure to       questionnaire (ESA50)                                                                         Interve
                         provide a completed                                                                                                     ntion
                         customer questionnaire

05070023                 Consider Mental Health IPC needs to consider if customer's has a Mental                      Clerical N/A     Release   Operat
                                                Health condition if the questionnaire has not been                                     1         or
                                                returned within 43 days of issue                                                                 Interve
                                                                                                                                                 ntion
05070110                 Refer Mental Health       IPC must be able to refer any mental health cases                  Clerical N/A     Release   Operat
                         cases for Medical         where the Self Assessment Questionnaire is not                                      2         or
                         Examination               returned for a medical examination                                                            Interve
                                                                                                                                                 ntion
05070024   Referral to                             The IPC ESA Processor must be able to                              Clerical JSAPS   Release   Operat    Batch
           Medical                                 commence customer medical referral activity and                                     1         or
           Services                                record details on JSAPS                                                                       Interve
                                                                                                                                                 ntion
05070025                 View Customer details     The IPC ESA Processor will be able to view the                     IT      JSAPS    Release   Operat    Batch   Essen
                         on JSAPS                  customer's personal and incapacity details on                                       1         or                tial
                                                   JSAPS                                                                                         Interve
                                                                                                                                                 ntion
05070019                 Identify first referral   IPC must be able to identify when a referral to                    Clerical N/A     Release   Operat
                                                   Medical Services is the first referral by a notation                                1         or
                                                   on the referral jacket                                                                        Interve
                                                                                                                                                 ntion
05070025                 Refer cases to medical    The IPC ESA Processor will be able to send case                    Clerical N/A     Release   Operat            Essen
                         services                  referrals clerically to Medical Services through the                                1         or                tial
                                                   courier system, using a referral jacket                                                       Interve
                                                                                                                                                 ntion
05070027                 Enter the MS Referral     The IPC ESA Processor will be able to enter the        1346.5.1    IT      JSAPS    Release   Operat    Batch   Essen
                         Date in JSAPS             Medical Services Registration/Referral Date in                                      1         or                tial
                                                   JSAPS (as an event type).                                                                     Interve
                                                                                                                                                 ntion
05070028                 Clear the "PCA Referral" The system will clear the "PCA Referral" prompt         1346.6.1    IT      JSAPS    Release   Automa    Batch   Essen   It is assumed that entering the
                         prompt upon entering     when a registration/referral date is entered in                                      1         ted               tial    date that registration/ referral
                         registration date        JSAPS                                                                                          Proces                    to Medical Services occurred
                                                                                                                                                 s                         will cause case control/prompt
                                                                                                                                                                           to clear
05070028                 Calculate BF date for     The system will calculate a "Check PCA            1346.10.1        IT      JSAPS    Release   Automa Batch      Essen   It is assumed that entering the
                         "Check PCA Progress"      Progress" prompt trigger (case control) with a BF                                   1         ted               tial    date that registration/ referral
                                                   period of 6 calendar weeks when a                                                             Proces                    to Medical Services occurred
                                                   registration/referral date is entered in JSAPS                                                s                         will trigger system set BF

05070029                 Modify "Check PCA         The IPC ESA Processor will be able to modify the 1346.12.5         IT      JSAPS    Release   Operat Batch      Essen                                      IPC would like to be able to
                         Progress" BF date         "Check PCA Progress" prompt trigger (case                                           1         or                tial                                       amend this date after it has
                                                   control) BF date                                                                              Interve                                                      been set, but before the
                                                                                                                                                 ntion                                                        expiry
05070030                 Create "Check PCA        The system will create a "Check PCA Progress"           1346.13.1   IT      JSAPS    Release   Automa Batch      Essen
                         Progress" prompt trigger prompt trigger (case control) using the                                              1         ted               tial
                                                  calculated/entered BF date                                                                     Proces
                                                                                                                                                 s
05070031                 Produce "Check PCA     The system will produce "Check PCA Progress"              1346.11.1   IT      JSAPS    Release   Automa Batch      Essen   Recording the return of
                         Progress" prompt (WAR) prompt (WAR) upon maturity of trigger (case               1346.14.1                    1         ted               tial    Medical Services output would
                                                control)                                                  ???                                    Proces                    cancel the trigger so the WAR
                                                                                                          1346.14.2                              s                         would not be produced -
                                                                                                          ???                                                              requirements captured under
                                                                                                                                                                           Handle Outcome

05070106                 Routing "Check PCA        The system will be able to route "Check PCA                        IT      JSAPS    Release   Automa Batch      Essen   Assume existing JSAPS
                         Progress" Prompts         Progress" Prompts (WAR) to appropriate IPC ESA                                      1         ted               tial    method of routing WARs will
                         (WARs) to IPC ESA         Processors                                                                                    Proces                    be used but need to define
                         Processor                                                                                                               s                         routing rules
05070026                    Register IPC case          Medical Services must be able to create a                     N/A    Release   Operat    Essen                                     What system will Medical
                                                       customer record (i.e. register customer) from the                    1         or        tial                                      Services use to register the
                                                       clerical referral from IPC                                                     Interve                                             cases? Will it be a clerical
                                                                                                                                      ntion                                               system?
05070111                    Action on first referral   Medical Services must ensure that a first referral
                                                       does not undergo the universal scrutiny process

05070020   Provide                                     Medical Services must be able to provide advice &     Clerical N/A   Release   Operat    Essen   Medical Services must be able
           Medical Advice                              guidance on the IPC PCA Referral                                     1         or        tial    to undertake a pre-board
                                                                                                                                      Interve           check of the case for IPC
                                                                                                                                      ntion             medical examination. This will
                                                                                                                                                        include, check of self
                                                                                                                                                        assessment questionnaire for
                                                                                                                                                        missing information, consider
                                                                                                                                                        support group, consider if
                                                                                                                                                        further medical evidence is
                                                                                                                                                        required, and direct IPC on the
                                                                                                                                                        type of FME needed (i.e
                                                                                                                                                        standard IB113 or additional
                                                                                                                                                        report from specialist)
05070112                    Advise on Support          Medical Services must be able to consider &           Clerical N/A   Release             Essen   It is assumed that if the
                            Group                      advise IPC, if the customer falls into the support                   1                   tial    questionnaire is incomplete,
                                                       group based on the Self Assessment                                                               medical services will still be
                                                       Questionnaire (ESA50)                                                                            able to consider the evidence
                                                                                                                                                        and hence support group
                                                                                                                                                        criteria
05070116                    Advise on Terminally Ill   Medical Services must be able to advise IPC if the    Clerical N/A   Release             Essen
                                                       customer is terminally ill based on the evidence                     1                   tial
                                                       provided
05070113                    Consider Further           Medical Services must be able to advise if further    Clerical N/A   Release             Essen
                            Medical Evidence           medical evidence (FME) is required                                   1                   tial
                            required
05070114                    Direct on Further      Medical Services must be able to direct IPC on the        Clerical N/A   Release             Essen
                            Medical Evidence (FME) type of FME needed (i.e standard IB113/IB(N)200                          1                   tial
                                                   or additional report from specialist)

05070115                    Advise on E213 scoring Medical Services must be able IPC on the scoring          Clerical N/A   Release             Essen
                                                     of n E213 medical report when completed by                             1                   tial
                                                     European Doctors (instead of the ESA85
                                                     equivalent)
05070117                    Advise on incapacity for Medical Services must be able to advise IPC             Clerical N/A   Release             Essen
                            Jamaican & Barbadian whether a customer is permanently incapacitated                            1                   tial
                            emigrant                 & likely to remain at the time they emigrate to
                                                     Jamaica or Barbados
05070118                    Advise on Incapacities Medical Services must be able to provide advice           Clerical N/A   Release             Essen
                                                     to IPC on incapacities that are not listed in the                      1                   tial
                                                     Incapacity Reference Guide (IRG)
05070119                    Advise on Harmful        Medical Services must be able to review medical         Clerical N/A   Release             Essen
                            Information in reports   reports to identify if it contain information harmful                  1                   tial
                                                     to the customer
05070120                    Advise if Medical        Medical Services must be able to advise IPC if the      Clerical N/A   Release             Essen
                            Examination required     customer requires a medical examination based                          1                   tial
                                                     on the Self Assessment Questionnaire (ESA50)

05070021                    Provide output on          Medical Services must provide IPC with a clerical     Clerical N/A   Release             Essen
                            Medical Advice             output from the pre-board check                                      1                   tial
05070121                    Arrange Medical         Medical Services must be able to arrange a               Clerical N/A   Release             Essen
                            Examination             medical examination appointment for an IPC                              1                   tial
                                                    customer in the UK
05070122                    Undertake a Medical     Medical Services must be undertake a medical             Clerical N/A   Release             Essen
                            Examination             examination at a MSC/MEC for an IPC customer                            1                   tial
                                                    in the UK
05070123                    Undertake a Domiciliary Medical Services must be undertake a medical             Clerical N/A   Release             Essen
                            Visit                   examination through a domiciliary visit for an IPC                      1                   tial
                                                    customer in the UK
05070124               Examination Output         Medical Services must be able to provide a paper-                 Clerical N/A    Release                  Essen
                       report                     based LiMA examination report (ESA85) when                                        1                        tial
                                                  they have conducted an examination

05070105               Monitor the IPC referral Medical Services must be able to monitor the IPC                    Clerical N/A    Release                  Essen   Assumption the MIS                 What system will MS use to
                                                referral to provide MIS                                                             1                        tial    requirement for IPC will be        register the cases?
                                                                                                                                                                     requested separately
05070032               Prompt to force IPC ESA    When a claim is to be terminated on JSAPS the          1346.9.1   IT      JSAPS   Release   Automa Real    Essen
                       Processor to recall a      IPC ESA user will be prompted to end any                                          1         ted    Time    tial
                       case from Medical          outstanding PCA referral with Medical Services                                              Proces
                       Services after             after entering deregistration/ de-referral date on                                          s
                       terminating a claim on     JSAPS
                       JSAPS
05070033               Recall of IPC PCA          Medical Services must be able to return the                       Clerical N/A    Release   Operat         Essen
                       referrals                  outstanding IPC PCA referrals when a clerical                                     1         or             tial
                                                  recall is received                                                                          Interve
                                                                                                                                              ntion
05070034               JSAPS will capture recall The date of PCA recall will be captured in JSAPS 1346.7.1          IT      JSAPS   Release   Operat Batch   Essen
                       date of PCA               (as deregistration)                                                                1         or             tial
                                                                                                                                              Interve
                                                                                                                                              ntion
05070035   Consider                               The business must be able to initiate Universal
           Universal                              Scrutiny procedures for re-referrals.
           Scrutiny
           Procedure
05070036               Consider all available     Medical Services must consider available                          Clerical N/A    Release
                       evidence at re-referral    evidence on the IPC re-referral to determine next                                 1
                                                  course of action
05070037               Consider request for       Medical Services must consider whether FME is                     Clerical N/A    Release
                       Further Medical            required and direct IPC on the type of FME                                        1
                       Evidence of re-referral    needed (i.e standard IB113/IB(N)200 or additional
                                                  report from specialist)
05070107               Produce FME outcome        Medical Services must be able to produce paper
                                                  outcome to IPC to advise on FME required

05070038               Issue request for Further IPC must be able to make a request for Further                     IT      JSAPS   Release   Operat Batch           It is assumed that IPC will be
                       Medical Evidence (FME) Medical Evidence (FME) from the appropriate                                           1         or                     able to use the notepad facility
                       and record date of issue medical practitioner, record the date of issue                                                Interve                to input the FME requirements
                                                                                                                                              ntion
05070039               Consider Support Group Medical Services must consider whether the                            Clerical N/A    Release   Operat
                       at Re-referral         customer falls into Support Group                                                     1         or
                                                                                                                                              Interve
                                                                                                                                              ntion
05070040               Produce Support Group Medical Services must be able to produce paper                         Clerical N/A    Release   Operat
                       Outcome               outcome to IPC to advise customer meets support                                        1         or
                                             group criteria                                                                                   Interve
                                                                                                                                              ntion
05070041               Consider Accepting at      Medical Services must be able to consider                         Clerical N/A    Release   Operat
                       Scrutiny                   whether the customer's level of incapacity can be                                 1         or
                                                  accepted at scrutiny on re-referrals                                                        Interve
                                                                                                                                              ntion
05070042               Produce Outcome to         Medical Services must be able to produce a paper                  Clerical N/A    Release   Operat
                       Accept at Scrutiny         outcome to IPC to advise customer Accepted at                                     1         or
                                                  Scrutiny                                                                                    Interve
                                                                                                                                              ntion
05070043               Consider Call to Exam of Medical Services must consider the need to call                     Clerical N/A    Release   Operat
                       re-referral              the customer for a face to face examination                                         1         or
                                                                                                                                              Interve
                                                                                                                                              ntion
05070044               Progress to Exam           Medical Services must be able to produce a paper                  Clerical N/A    Release   Operat
                                                  outcome to IPC to advise the a medical                                            1         or
                                                  examination is required                                                                     Interve
                                                                                                                                              ntion
05070051               Provide clerical outcome   Medical Services must be able to provide clerical                 Clerical N/A    Release
                       reports                    outcome reports to IPC                                                            1
05070052               Paper Outputs to be        Medical Services must be able to provide IPC with                 Clerical N/A    Release
                       "LIMA" Style               clerical outputs that are in a style similar to LiMA                              1
                                                  reports (ie not hand written)
05070045   Medical                                  The business must be able to conduct medical
           Examination                              examinations
           Process
05070046                 Arrange Medical            IPC must be able to arrange the medical                         Clerical N/A    Release   Operat
                         Examination                examinations                                                                    1         or
                                                                                                                                              Interve
                                                                                                                                              ntion
05070047                 Arrange Medical          IPC must be able to arrange for a medical                         Clerical N/A    Release   Operat
                         Examination for          examination from a doctor in the country where the                                1         or
                         customer's living abroad customer is living when they are outside the UK                                             Interve
                                                                                                                                              ntion
05070048                 Record customer not        IPC must be able to record if the customer is not               IT      JSAPS   Release   Operat Batch      It is assumed that IPC will be
                         present at agreed          present at agreed the medical examination                                       1         or                able to use the notepad facility
                         medical examination        appointment                                                                               Interve           to input the Examination
                         appointment                                                                                                          ntion             requirements
05070060   Failure to                               The business must be able to record details of a
           Attend                                   customer failing to attend a PCA Medical
           Appointment                              Examination
05070061                 Record date of issue of    The IPC ESA user must be able to record the date                IT      JSAPS   Release   Operat    Real    It is assumed that IPC will be
                         Failure to Attend letter   of issue of Failure to Attend letter in JSAPS                                   1         or        Time    able to input this date at the
                         (BF223)                                                                                                              Interve           time they clerically issue the
                                                                                                                                              ntion             Failure to Attend letter
05070062                 Record date of return of The IPC ESA user must be able to record the                       IT      JSAPS   Release   Operat    Real
                         Failure to Attend letter return date of Failure to Attend letter                                           1         or        Time
                         and customer reasons                                                                                                 Interve
                         for Did Not Attend                                                                                                   ntion

05070063                 JSAPS to set Control/     The system must be able to set a control/prompt 7                IT      JSAPS   Release   Automa Batch      It is assumed that IPC will use
                         Prompt, 7 working days working days from date of issue of Failure to                                       1         ted               this system set BF as a
                         from date of issue of the Attend letter (unless 7 days have already elapsed)                                         Proces            safeguard, but they will input a
                         Failure to Attend letter                                                                                             s                 "user set case control" for a 4
                                                                                                                                                                week return

05070064                 On maturity of Prompt      The system must be able to issue a WAR on                       IT      JSAPS   Release   Automa    Batch
                         for no response to         maturity of prompt                                                              1         ted
                         Failure to Attend letter                                                                                             Proces
                         produce WAR                                                                                                          s
05070065                 Route WAR to IPC ESA       The system must be able to route the WAR on                     IT      JSAPS   Release   Automa    Batch                                      Assume existing method of
                         processor                  maturity to the IPC ESA processor                                               1         ted                                                  JSAPS routing WARs
                                                                                                                                              Proces
                                                                                                                                              s
05070066                 Record date of             The system must be able to record the date of an                IT      JSAPS   Release   Operat    Real
                         Appointment customer       appointment that a customer failed to attend                                    1         or        Time
                         failed to attend                                                                                                     Interve
                                                                                                                                              ntion
05070049   Handle                                IPC must be able to handle the clerical outcome
           Outcome                               from Medical Services
05070050                 Access Customer details IPC ESA Processor must be able to access                           IT      JSAPS   Release   Operat    Real
                         by NINO in JSAPS        customer details in JSAPS using customer NINO                                      1         or        Time
                                                                                                                                              Interve
                                                                                                                                              ntion
05070053                 Record date of return of IPC ESA User must be able to record date of           1346.20.1   IT      JSAPS   Release   Operat    Real
                         outcome from Medical     return of the outcome from Medical Services                                       1         or        Time
                         Services                                                                                                             Interve
                                                                                                                                              ntion
05070054   Return
           Outcome
           Reports (for re-
           work,
           reconsideration
           , appeals &
           advice)
05070055                      Return cases for re-     The IPC ESA user must be able to clerically return               Clerical           Release   Operat
                              work, reconsideration,   cases to Medical Services for rework, appeal,                                       1         or
                              appeal or advice to      reconsideration or advice                                                                     Interve
                              Medical Services                                                                                                       ntion
05070056                      Record date of return    If the Medical Outcome report is not fit for purpose 1346.21.1   IT         JSAPS   Release   Operat Real
                              and reason for return    or a reconsideration / appeal advice is required the                                1         or      Time
                                                       IPC ESA user must be able to record on the                                                    Interve
                                                       system the date of return and reason                                                          ntion


05070057                      JSAPS control/ Prompt The system will set a control/prompt 21 days from 1346.22.1         IT         JSAPS   Release   Automa Batch
                              21 days from date of    date of return for re-work, appeal, reconsideration                                  1         ted
                              return for re-work,     or advice                                                                                      Proces
                              appeal, reconsideration                                                                                                s
                              or advice

05070058                      Produce a WAR on          The system must be able to provide a WAR on         1346.23.1   IT         JSAPS   Release   Automa Batch
                              maturity of Prompt of '21 maturity of Prompt of '21 days from date of return' ??                             1         ted
                              days from date of return' for re-work, appeal, reconsideration or advice                                               Proces
                              for re-work, appeal,                                                                                                   s
                              reconsideration or
                              advice produce a WAR


05070059                      Route WAR to IPC ESA The system must be able to route the WAR on                          IT         JSAPS   Release   Automa Batch     Assume existing method of
                              processor            maturity to the IPC ESA processor                                                       1         ted              JSAPS routing WARs
                                                                                                                                                     Proces
                                                                                                                                                     s
05070131                      Action the re-work,     Medical Services must take consider & action the                  Clerical N/A       Release   Operat
                              reconsideration, appeal request for re-work, reconsideration, appeal or                                      1         or
                              or advice               advice                                                                                         Interve
                                                                                                                                                     ntion
05070071   Records                                    The business must be able to record the outcome
           decision                                   decision
05070072                      Record Date of Decision The IPC ESA processor must be able to record a 1346.24.1          IT         JSAPS   Release   Operat    Real
                                                      Decision Date                                                                        1         or        Time
                                                                                                                                                     Interve
                                                                                                                                                     ntion
05070073                      Record Decision Type     The IPC ESA processor must be able to record a 1346.25.1         IT         JSAPS   Release   Operat    Real
                                                       Decision Type                                     1346.25.2                         1         or        Time
                                                                                                         1346.25.3                                   Interve
                                                                                                         1346.25.4                                   ntion
                                                                                                         1346.25.5
                                                                                                         1346.25.6
                                                                                                         1346 25 7
05070074                      Record if Customer is in The IPC ESA processor must be able to record      1346.25.1      IT         JSAPS   Release   Operat    Real
                              Support Group            that the customer has Limited Capability for Work                                   1         or        Time
                                                       and is in 'Support Group'                                                                     Interve
                                                                                                                                                     ntion
05070125                      Record if customer is in The IPC ESA processor must be able to record                     IT         JSAPS   Release   Operat    Real
                              Support Group            that the customer has Limited Capability for Work                                   1         or        Time
                              (Terminally ill)         and is in 'Support Group'                                                                     Interve
                                                                                                                                                     ntion
05070075                      Record if Allowed        The IPC ESA Processor must be able to record      1346.25.2      IT         JSAPS   Release   Operat    Real
                              Decision Following       that the customer has Limited Capability for Work                                   1         or        Time
                              Medical Examination      and is in Work Related Activity Group 'Decision                                               Interve
                                                       Following Medical Exam                                                                        ntion
05070076   Record if Disallowed       The IPC ESA Processor must be able to record a 1346.25.5        IT   JSAPS   Release   Operat    Real
           Decision Following         'Disallowed Decision Following Medical Exam'                                 1         or        Time
           Medical Examination                                                                                               Interve
                                                                                                                             ntion
05070077   Record if Allowed          The IPC ESA Processor must be able to record                    IT   JSAPS   Release   Operat    Real
           Decision Following         that the customer has Limited Capability for Work                            1         or        Time
           Scrutiny                   and is in Work Related Activity Group ' Decision                                       Interve
                                      following Universal Scrutiny (on re-referrals)                                         ntion

05070078   Record if Allowed          The IPC ESA Processor must be able to record an 1346.25.3       IT   JSAPS   Release   Operat    Real
           Decision Following         Allowance following Failure to Return Self                                   1         or        Time
           Failure to Return Self     Assessment Questionnaire (ESA50)                                                       Interve
           Assessment (ESA50)                                                                                                ntion
05070079   Record if Disallowed       The IPC ESA Processor must be able to record a 1346.25.6        IT   JSAPS   Release   Operat    Real
           Decision following         Disallowance following Failure to Return Self                                1         or        Time
           Failure to Return Self     Assessment Questionnaire (ESA50)                                                       Interve
           Assessment                                                                                                        ntion
           Questionnaire (ESA50)

05070080   Record if Allowed          The IPC ESA Processor must be able to record an                 IT   JSAPS   Release   Operat Real
           Decision following Good    Allowance of 'Good Cause' for failure to attend                              1         or      Time
           Cause for Failure to       PCA Medical Examination                                                                Interve
           Attend PCA Medical                                                                                                ntion
           Examination
05070081   Record if Disallowed       The IPC ESA Processor must be able to record a 1346.25.7        IT   JSAPS   Release   Operat Real
           Decision following No      Disallowance of 'No Good Cause' for failure to                               1         or      Time
           Good Cause for Failure     attend PCA Medical Examination                                                         Interve
           to Attend PCA Medical                                                                                             ntion
           Examination
05070082   Record an effective from   The IPC ESA Processor must be able to record an 1346.26.1       IT   JSAPS   Release   Operat    Real    This date should be no
           Date of Decision           Effective from Decision Date                                                 1         or        Time    earlier than the first day of
                                                                                                                             Interve           incapacity in the ESA claim
                                                                                                                             ntion
05070083   Record the next PCA        The IPC ESA Processor must be able to record        1346.30.1   IT   JSAPS   Release   Operat    Real    This field must be mandatory
           Date                       the next PCA Date                                                            1         or        Time    if a claim is positive
                                                                                                                             Interve
                                                                                                                             ntion
05070084   Prompt to initiate next    The system must be able to produce a Prompt         1346.31.1   IT   JSAPS   Release   Automa    Batch
           PCA date                   when the next PCA date is reached                                            1         ted
                                                                                                                             Proces
                                                                                                                             s
05070085   On maturity of Prompt      The system must be able to issue a WAR on                       IT   JSAPS   Release   Automa    Batch
           for next PCA date          maturity of prompt                                                           1         ted
           produce a WAR                                                                                                     Proces
                                                                                                                             s
05070086   Route WAR to IPC ESA The system must be able route the WAR on                              IT   JSAPS   Release   Automa    Batch   Assume existing method of
           processor            maturity to the IPC ESA processor                                                  1         ted               JSAPS routing WARs
                                                                                                                             Proces
                                                                                                                             s
05070087   Update Incapacities       The IPC ESA Processor will be prompted to                        IT   JSAPS   Release   Operat    Real
           prompt                    update customer's incapacities. IPC ESA Users                                 1         or        Time
                                     will need to confirm this has been considered to                                        Interve
                                     proceed                                                                                 ntion
05070088   Facility to update/record The system will allow the IPC ESA user to update                 IT   JSAPS   Release   Operat    Real
           customer incapacities     and record customer incapacities                                              1         or        Time
                                                                                                                             Interve
                                                                                                                             ntion
05070089   Prompt to initiate         The system must produce a prompt to initiate a      1346.27.1   IT   JSAPS   Release   Automa    Batch
           reassessment               reassessment                                                                 1         ted
                                                                                                                             Proces
                                                                                                                             s
05070090   On maturity of Prompt      The system must be able to issue a WAR on           1346.29.1   IT   JSAPS   Release   Automa    Batch
           for reassessment           maturity of prompt                                                           1         ted
           produce a WAR                                                                                                     Proces
                                                                                                                             s
05070091               Route WAR to IPC ESA The system must be able to route the WAR on                   IT      JSAPS   Release   Automa Batch   Assume existing method of
                       processor            maturity to the IPC ESA processor                                             1         ted            JSAPS routing WARs
                                                                                                                                    Proces
                                                                                                                                    s
05070092   Processor                                 The business must be able to notify the outcome
           notifies                                  decision
           decision
05070093               Inhibit system produced The system must be able to inhibit any                     IT      JSAPS   Release   Automa Real    It is assumed that no system     IPC customers with a c/o UK
                       notifications           notifications that it issues on cases that are held                        1         ted    Time    (JSAPS) notifications will be    address will be sent
                                               by IPC                                                                               Proces         issued to customers who live     automatic notifications
                                                                                                                                    s              abroad and the process is
                                                                                                                                                   managed by IPC

05070094               Issue Notification to         IPC must be able to issue to the                     Clerical N/A    Release   Operat         It is assumed that no system     IPC customers with a c/o UK
                       Customer/ PAB/COP if          Customer/PAB/CAB a clerical notification when                        1         or             (JSAPS) notifications will be    address will be sent
                       customer is in Support        the customer is in Support Group (similar to IB70)                             Interve        issued to customers who live     automatic notifications
                       Group                                                                                                        ntion          abroad and the process is
                                                                                                                                                   managed by IPC

05070126               Record date "Support          IPC must be able to record the date a notification   IT      JSAPS   Release   Operat Real    Assumed that if no Form             Does JSAPS have a forms
                       Group" notification           is issued for a customer in Support Group                            1         or      Time   Issued screen, then notepad issued screen that could be
                       issued                                                                                                       Interve        will be available for this activity used to record what has
                                                                                                                                    ntion                                              been issued?
05070095               Issue Notification to         IPC must be able to issue to the                     Clerical N/A    Release   Operat         It is assumed that no system The IPC notification must not
                       Customer/ PAB/COP if          Customer/PAB/COP a clerical notification if                          1         or             (JSAPS) notifications will be       include information about the
                       customer is in Work           customer is Work Related Activity Group following                              Interve        issued to customers who live WFI conditionality
                       Related Activity Group        Examination or Scrutiny                                                        ntion          abroad and the process is           IPC customers with a c/o UK
                                                                                                                                                   managed by IPC                      address will be sent
                                                                                                                                                                                       automatic notifications

05070127               Record date "Work        IPC must be able to record the date a notification        IT      JSAPS   Release   Operat Real    Assumed that if no Form             Does JSAPS have a forms
                       Related Activity Group"  is issued for a customer in Work Related Activity                         1         or      Time   Issued screen, then notepad issued screen that could be
                       notification issued      Group following Examination or Scrutiny (similar to                                 Interve        will be available for this activity used to record what has
                                                IB72)                                                                               ntion                                              been issued?
05070096               Issue Notification to    IPC must be able to issue to the                          Clerical N/A    Release   Operat         It is assumed that no system IPC customers with a c/o UK
                       Customer/ PAB/COP if Customer/PAB/COP a clerical notification if the                               1         or             (JSAPS) notifications will be       address will be sent
                       customer is "Disallowed" customer is “Disallowed” following PCA Medical                                      Interve        issued to customers who live automatic notifications
                       following PCA Medical Examination (similar to IB65)                                                          ntion          abroad and the process is
                       Examination                                                                                                                 managed by IPC

05070128               Record date "disallowed IPC must be able to record the date a notification         IT      JSAPS   Release   Operat Real    Assumed that if no Form             Does JSAPS have a forms
                       following PCA Medical is issued for customer disallowed following a                                1         or      Time   Issued screen, then notepad issued screen that could be
                       Examination" notification Medical Examination                                                                Interve        will be available for this activity used to record what has
                       issued                                                                                                       ntion                                              been issued?

05070097               Issue Notification to         IPC must be able to issue to the                     Clerical N/A    Release   Operat         It is assumed that no system     IPC customers with a c/o UK
                       Customer/ PAB/COP if          Customer/PAB/COP a clerical notification if the                      1         or             (JSAPS) notifications will be    address will be sent
                       customer is “Disallowed”      customer is “Disallowed” Benefit following failure                             Interve        issued to customers who live     automatic notifications
                       Benefit following failure     to Return Self Assessment Questionnaire                                        ntion          abroad and the process is
                       to Return Self                (ESA50) (similar to IB75)                                                                     managed by IPC
                       Assessment
                       Questionnaire (ESA50)


05070129               Record date disallowed IPC must be able to record the date a notification          IT      JSAPS   Release   Operat Real    Assumed that if no Form             Does JSAPS have a forms
                       "failure to return self issued for customer disallowed following non-                              1         or      Time   Issued screen, then notepad issued screen that could be
                       assessment              return of self assessment questionnaire (ESA50)                                      Interve        will be available for this activity used to record what has
                       questionnaire (ESA50)"                                                                                       ntion                                              been issued?
                       notification issued


05070098               Issue Notification to         IPC must be able to issue to the                     Clerical N/A    Release   Operat         It is assumed that no system     IPC customers with a c/o UK
                       Customer/ PAB/COP if          Customer/PAB/COP a clerical notification of a                        1         or             (JSAPS) notifications will be    address will be sent
                       “Disallowed” Benefit          “Disallowed” Benefit following failure to attend                               Interve        issued to customers who live     automatic notifications
                       following failure to attend   Medical Examination (similar to IB80)                                          ntion          abroad and the process is
                       Medical Exam                                                                                                                managed by IPC
05070130             Record date disallowed IPC must be able to record the date a notification        IT      JSAPS   Release   Operat Real       Assumed that if no Form             Does JSAPS have a forms
                     "failure to attend medical issued for customer disallowed following failure to                   1         or      Time      Issued screen, then notepad issued screen that could be
                     examination" notification attend medical examination                                                       Interve           will be available for this activity used to record what has
                     issued                                                                                                     ntion                                                 been issued?

05070099   Outputs   Print screens locally     Jobcentre Plus BDC must be able to print screens       IT      MSRS    Release   Operat Real       It is assumed that if a
                                               locally from MSRS & send to IPC, if a case is                          1         or      Time      customer moves abroad & the
                                               referred during the PCA process                                                  Interve           case is referred to IPC during
                                                                                                                                ntion             the PCA process that the
                                                                                                                                                  MSRS referral will be de-
                                                                                                                                                  registered, but that a print out
                                                                                                                                                  of the MSRS screens (from the
                                                                                                                                                  BDC) will tell IPC at what
                                                                                                                                                  stage in the PCA process the
                                                                                                                                                  referral was at
05070100             Access to previous        IPC must be able to request regeneration of LIMA       Clerical N/A    Release   Operat    Real
                     examination reports       reports from the BDC in cases where they require                       1         or        Time
                                               access to previous medical examination reports                                   Interve
                                                                                                                                ntion
05070101             Record & hold all         The System must be able to record and hold the         IT      JSAPS   Release   Automa    Batch
                     historical data on PCA    decision outcomes on all PCA decisions, for                            1         ted
                     decisions                 current and past ESA claims                                                      Proces
                                                                                                                                s
05070102             View all PCA decisions    The IPC ESA user must be able to view all              IT      JSAPS   Release   Automa    Batch
                                               previous decision made relating to the PCA, for all                    1         ted
                                               current & previous ESA claims                                                    Proces
                                                                                                                                s
Medical Services Agreement                  Commercially Confidential




Schedule 5 Final Version                                15 March 2005

                             Page 1 of 18
Medical Services Agreement                                                                                           Commercially Confidential




                                                                 APPENDIX 1

No.   Service                Measurement   Service Level                                                          Service Measurement Period
                             Level

1     Incapacity Benefit     GOR           AACT of 4 Working Days                                                 Rolling 12 Month Period
                                           WEF 01.11.06 AACT of 5 Workings Days

      Customer Service
      Desk/Scrutiny

                                                                                                                  Monthly
                                           Old Cases must not contain more than 3% of Referrals which are
                                           older than 17 Working Days


2     Incapacity Benefit     GOR           Year 1: AACT of 30 Working Days                                        Rolling 12 Month Period
                                           Year 2: AACT of 30 Working Days (29 days from 1st June 07)
      Examinations                         Year 3: AACT of 26 Working Days (27 days from 1st September 07)
                                           Year 4: AACT of 24 Working Days
                                           Year 5 to termination or expiry of the Agreement: AACT of 22
                                           Working Days

                                           Year 1:Old Cases must not contain more than 3% of Referrals which      Monthly
                                           are older than 48 Working Days
                                           Year 2: Old Cases must not contain more than 3% of Referrals which
                                           are older than 48 Working Days(47 days from 1st June 07)
                                           Year 3: Old Cases must not contain more than 3% of Referrals which
                                           are older than 45 Working Days (44 days from 1st September 07)
                                           Year 4: Old Cases must not contain more than 3% of Referrals which
                                           are older than 42 Working Days
                                           Year 5 to termination or expiry of the Agreement: Old Cases must not
                                           contain more than 3% of Referrals which are older than 40 Working
                                           Days


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No.   Service                Measurement   Service Level                                                          Service Measurement Period
                             Level

3     Incapacity Benefit     GOR           AACT of 15 Working Days                                                Rolling 12 Month Period
      (Pilot)

      Capability Reports                   Old Cases must not contain more than 3% of Referrals which are         Monthly
                                           older than 25 Working Days
      Fast Track
      Examinations
4     Incapacity Benefit     GOR           Year 1: AACT of 30 Working Days                                        Rolling 12 Month Period
      (Pilot)                              Year 2: AACT of 28 Working Days (29 days from 1st June 07)
                                           Year 3: AACT of 26 Working Days (27 days from 1st September 07)
      Capability Reports                   Year 4: AACT of 24 Working Days
                                           Year 5 to termination or expiry of the Agreement: AACT of 22
      Non-Fast Track                       Working Days
      Examinations

      Performance for this                 Year 1:Old Cases must not contain more than 3% of Referrals which      Monthly
      Service Line is                      are older than 48 Working Days
      included in the                      Year 2: Old Cases must not contain more than 3% of Referrals which
      performance of                       are older than 46 Working Days (47 days from 1st June 07)
      Service Lin 2 – IB                   Year 3: Old Cases must not contain more than 3% of Referrals which
      Examinations                         are older than 44 Working Days (44 days from 1st September 07)
                                           Year 4: Old Cases must not contain more than 3% of Referrals which
                                           are older than 42 Working Days
                                           Year 5 to termination or expiry of the Agreement: Old Cases must not
                                           contain more than 3% of Referrals which are older than 40 Working
                                           Days
5     Industrial Injuries    GOR           AACT of 15 Working Days                                                Rolling 12 Month Period
      Disablement Benefit




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No.   Service                Measurement   Service Level                                                          Service Measurement Period
                             Level

      Advice                 National      Old Cases must not contain more than 3% of Referrals which are         Monthly
                                           older than 25 Working Days



6     Industrial Injuries    GOR           Year 1: AACT of 28 Working Days                                        Rolling 12 Month Period
      Disablement Benefit                  Year 2: AACT of 28 Working Days
                                           Year 3: AACT of 26 Working Days
      Examinations                         Year 4: AACT of 24 Working Days
                                           Year 5 to termination or expiry of the Agreement: AACT of 22
                                           Working Days


                                           Year 1:Old Cases must not contain more than 3% of Referrals which      Monthly
                                           are older than 48 Working Days
                                           Year 2: Old Cases must not contain more than 3% of Referrals which
                                           are older than 48 Working Days
                                           Year 3: Old Cases must not contain more than 3% of Referrals which
                                           are older than 46 Working Days
                                           Year 4: Old Cases must not contain more than 3% of Referrals which
                                           are older than 44 Working Days
                                           Year 5 to termination or expiry of the Agreement: Old Cases must not
                                           contain more than 3% of Referrals which are older than 42 Working
                                           Days
7     Industrial Injuries    National      AACT of 8 Working Days                                                 Rolling 12 Month Period
      Disablement Benefit

      PDD3 Referrals                       Old Cases must not contain more than 10% of Referrals which are        Monthly
                                           older than 15 Working Days




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No.   Service                Measurement   Service Level                                                          Service Measurement Period
                             Level

8     Disability Living      DBC/DCPU      AACT of less than 1 Working Day                                        Rolling 12 Month Period
      Allowance/Attendance
      Allowance

      Special Rules Advice
9     Disability Living      DBC/DCPU      AACT of 1 Working Days                                                 Rolling 12 Month Period
      Allowance/Attendance
      Allowance

      Advice - Other         National      Old Cases must not contain more than 1% of Referrals which are         Monthly
                                           older than 5 Working Days

10    Disability Living      DBC/DCPU      Year 1:AACT of 13 Working Days                                         Rolling 12 Month Period
      Allowance/Attendance                 Year 2 to termination or expiry of the Agreement: AACT of 12
      Allowance                            Working Days

      Examinations
                                           Year 1:Old Cases must not contain more than 1% of Referrals which      Monthly
                                           are older than 29 Working Days
                                           Year 2 to termination or expiry of the Agreement: Old Cases must not
                                           contain more than 1% of Referrals which are older than 28 Working
                                           Days
                             DCPU New      Year 1:Old Cases must not contain more than 3% of referrals which
                             Claims        are older than 29 working Days.
                                           Year 2 to termination or expiry of the Agreement: Old Cases must not
                                           contain more than 3% of referrals which are older than 28 working
                                           Days.




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No.   Service                  Measurement   Service Level                                                     Service Measurement Period
                               Level

11    Disability Living        DBC/DCPU      AACT of 9 Working Days                                            Rolling 12 Month Period
      Allowance/Attendance
      Allowance

      Examinations Fast
      Track


                                             Old Cases must not contain more than 10% of Referrals which are   Monthly
                                             older than 15 Working Days

12    Tribunals Service        TSR           AACT of 14 Working Days                                           Rolling 12 Month Period


                                             Old Cases must not contain more than 5% of Referrals which are    Monthly
      Examinations                           older than 30 Working Days
      (including HCNs)

13    Veterans Agency          National      AACT of 16 Working Days                                           Rolling 12 Month Period


      EMPs                                   Old Cases must not contain more than 3% of Referrals which are    Monthly
                                             older than 30 Working Days
14    Veterans Agency          National      AACT of 33 Working Days                                           Rolling 12 Month Period


      Specialist Reports and                 Old Cases must not contain more than 5% of Referrals which are    Monthly
      Regional Consultants                   older than 80 Working Days
      Reports




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No.   Service                Measurement   Service Level                                                    Service Measurement Period
                             Level

15    Veterans Agency        National      AACT of 33 Working Days from September 2005 to May 2006. From    Rolling 12 Month Period
                                           1 June 2006 AACT of 19 Working Days

      Audiology
                                           Old Cases must not contain more than 3% of Referrals which are   Monthly
                                           older than 80 Working Days from September 2005 to 31 May 2006.
                                           From 1 June 2006 Old Cases must not contain more than 10% of
                                           Referrals which are older than 50 Working Days
16    Jobseekers Allowance   National      AACT of less than 1 Working Day                                  Rolling 12 Month Period


      Advice                               Old Cases must not contain more than 3% of Referrals which are   Monthly
                                           older than 5 Working Days




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No.   Service                  Measurement   Service Level                                                     Service Measurement Period
                               Level

17    Others - Advice          National      AACT of 10 Working Days                                           Rolling 12 Month Period

      Vaccine Damage
      Payment Scheme                         Old Cases must not contain more than 10% of Referrals which are   Monthly
                                             older than 15 Working Days
      HM Revenue and
      Customs Tax Credit

      SSP/SMP HM
      Revenue and Customs

      International Pensions
      Centre


      Analogous Industrial
      Injuries

      Child Support Agency




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No.   Service                  Measurement   Service Level                                                     Service Measurement Period
                               Level

18    Others – Examinations    National      AACT of 20 Working Days                                           Rolling 12 Month Period

      Vaccine Damage
      Payment Scheme

      SSP/SMP HM
      Revenue and Customs
      International Pensions
      Centre
      Analogous Industrial
      Injuries
      Age Determination

                                             Old Cases must not contain more than 10% of Referrals which are   Monthly
                                             older than 50 Working Days

19    Compensation             National      AACT of 33 Working Days                                           Rolling 12 Month Period
      Recovery Unit

      Special Advice                         Old Cases must not contain more than 5% of Referrals which are    Monthly
                                             older than 80 Working Days
20    Rework                   National      AACT of 2 Working Days                                            Rolling 12 Month Period

      Response Times
                                             Old Cases must not contain more than 10% of Referrals which are   Monthly
      Advice                                 older than 10 Working Days

21    Rework                   National      AACT of 10 Working Days                                           Rolling 12 Month Period

      Response Times



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No.   Service                Measurement      Service Level                                                         Service Measurement Period
                             Level

                                              Old Cases must not contain more than 10% of Referrals which are       Monthly
      Examinations                            older than 15 Working Days
22    Rework                 IB (Incl SDA)    No more than 1% of reports cleared in any Month returned for Rework   Rolling 12 Month Period
                             at GOR; and
      Accuracy
                             IIDB at GOR

                             DLA/AA at
                             DBC/DCPU;

                             and

                             Tribunals
                             Service
                             National,

                             Veterans
                             Agency
                             National and

                             All Others
                             together
                             National
23    Rejected Referrals     GOR; and         AACT of 5 Working Days                                                Rolling 12 Month Period

      Response Times         DBC/DCPU;
                             and

                             TSR; and

                             National


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No.   Service                 Measurement    Service Level                                                           Service Measurement Period
                              Level

24    Claimant Special        National       95% of Claimant requirements must be met                                Monthly
      Needs – Interpreters


25    Claimant Special        National       95% of Claimant requirements must be met                                Monthly
      Needs - Same sex
      Doctor or HCP




26    Complaints              National       AACT of 20 Working Days                                                 Monthly

      Response Times                         Old Cases must not contain more than 3% of cases which are older        Monthly
                                             than 30 Working Days
27    Complaints Quality of   National       95% of all responses must be Fit for Purpose as defined in the          Rolling 3 Month Period
      responses                              Complaints Validation Process as referenced in Schedule 28
28    Number of complaints    National       No more than 0.5% of all examinations conducted will result in a        Quarterly
      against Doctors or                     complaint against the examining Doctor or HCP as defined in the         (ending November, February,
      HCPs after an                          Complaints Procedures Guide as referenced in Schedule 28                May and August)
      examination

29    Treat Official          National       Response Times for Treat Official Correspondence will be agreed on      Monthly
      Correspondence                         a case by case basis. Agreed deadlines for individual responses
                                             MUST be adhered to. The response provided within the required
                                             turnaround time MUST be a full response or, if a full response cannot
                                             be provided, an update on what stage the response has reached and
                                             the date the full response can be expected by the AUTHORITY




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No.   Service                 Measurement    Service Level                                                       Service Measurement Period
                              Level

30    Claimant Satisfaction   National       Claimant Satisfaction Rate to be at least 90% across all benefits   Monthly
      Rate as specified in
      Paragraph 7.1 of
      Schedule 4.1
31    Provision of            GOR; and       Reports received within the specified number of Working Days (as    Monthly
      Management                             detailed in Schedule 16) at the end of the Service Measurement
      Information             DBC/DCPU;      Period
                              and
      Response Time
                              TSR; and

                              National

32    Provision of            GOR; and       100% Accurate Reports as detailed in Schedule 16                    Monthly
      Management
      Information             DBC/DCPU;
                              and
      Accuracy
                              TSR; and

                              National

33    Quality measures        National       The proportion of C Grade medical reports, measured using the       Rolling 3 Month Period
                                             sample size determined by the Model is not more than 5% for IB,
      Overall C Grade                        SDA, IIDB (incl Analogous IIDB, DLA/AA Advice and EMP
      Medical Reports                        Examinations (DLA/AA, Tribunals Service and Veterans Agency)




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No.   Service                Measurement    Service Level                                                         Service Measurement Period
                             Level

34    Quality measures       National       The proportion of non-compliant medical reports, measured using the   Rolling 3 Month Period
                                            sample size determined by the Model is not more than 5%
      Incapacity Benefit

      Compliance with
      Scrutiny Guidelines
35    Quality measures       National       The proportion of C Grade medical reports, measured using the         Rolling 3 Month Period
                                            sample size determined by the Model is not more than 5% for IB
      C Grade Medical                       Examinations
      Reports

      Incapacity Benefit
36    Quality measures       National       The proportion of C Grade medical reports, measured using the         Rolling 3 Month Period
                                            sample size determined by the Model is not more than 5% for IIDB
      C Grade Medical                       Examinations (including Analogous II)
      Reports

      Industrial Injuries
      Disablement Benefit
37    Quality measures       National       The proportion of C Grade medical reports, measured using the         Rolling 3 Month Period
                                            sample size determined by the Model will be not more than 5% for
      C Grade Medical                       DLA/AA (incl Tribunals Service) Examinations
      Reports

      Disability Living
      Allowance/Attendance
      Allowance




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No.   Service                Measurement    Service Level                                                      Service Measurement Period
                             Level

38    Quality measures       National       By 31 August each year, the CONTRACTOR shall deliver to the        Annually
                                            AUTHORITY an agreed Training Plan which sets out in detail the
      Training for Medical                  manner in which the agreed training Programme will be delivered
      Personnel                             during the following year

      Delivery of Training
      Plan
39    Quality measures       National       By 31 August each year, the CONTRACTOR shall deliver all           Annually
                                            components of the agreed training Programme to Medical Personnel
      Training for Medical                  for that year
      Personnel

      Delivery of Training
      Programme
40    Quality Measures       National       The CONTRACTOR shall deliver the Training needs Analysis by 30     Annually
                                            June each year
      Training for Medical
      Personnel

      Training Needs
      Analysis




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No.   Service                Measurement       Service Level                                                         Service Measurement Period
                             Level

41    Claimants Sent Home    GOR;              No more than 1% of claimants who attend their examination to be       GOR Monthly
      Unseen                 DBC/DPU           sent home unseen.

                             Tribunals         Others no more than 5% of Claimants who attend their examination to   DBC/DCS – Rolling 12 Months
                             Service           be Sent Home Unseen                                                   Year 1, and Monthly from Year
                             Region,                                                                                 2

                             VA National                                                                             Veterans Agency Monthly

                             and

                             Others                                                                                  thers Rolling 12 Month
                             National
42    Claimants who Do Not   GOR               Year 1: 25%                                                           Monthly
      Attend – IB                              Year 2: 22%
      Examinations                             Year 3 to termination or expiry of the Agreement: 20%
      (including SDA)




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No.   Service                 Measurement       Service Level                                                     Service Measurement Period
                              Level

43    Claimant Waiting Time   GOR; and          Actual Average Waiting Time of 10 minutes                         GOR Monthly

                              DBC/DPU;                                                                            DBC/DCS Rolling 12 Months
                              and                                                                                 Year 1 and Monthly from Year 2

                              Tribunal                                                                            Veterans Agency
                              Service                                                                             Monthly
                              Region
                                                                                                                  Others
                              VA National                                                                         Rolling 12 Month

                              and

                              Others

                              National

44    Occupational Health     National          AACT of 15 Working Days                                           Rolling 12 Month Period
      Assessments

                                                Old Cases must not contain more than 10% of Referrals which are   Monthly
                                                older than 20 Working Days




45    IB85 Regeneration       National          AACT of 2 Working Days                                            Rolling 12 Month Period




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No.   Service                 Measurement    Service Level                                                                                   Service Measurement Period
                              Level

                                                                                                                                             Rolling 12 Month Period
46    HM Revenue and          National
      Customs – Child Trust                  AACT of less than 1 Working Day
      Fund Advice                            Outstanding Work must not contain more than 20% of Referrals which                              Monthly
                                             are older than 1 Working Day




47    Financial Assistance    National       AACT of less than 1 Working Day                                                                 Rolling 12 Month Period
      Scheme
                                             ---------------------------------------------------------------------------------------------   ------------------------------------------
                                             Outstanding Work must not contain more than 20% of Referrals which                              Monthly
                                             are older than 1 Working Day




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                                         Page 17 of 18
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Schedule 5 Final Version                                      15 March 2005



                             Page 18 of 18
Medical Services Agreement                                                   Commercially Confidential

                                SCHEDULE 4 SECTION 4.1 PART 2

                                    MEDICAL REQUIREMENTS

1.      GENERAL

1.1     Medical Recruitment Standards

        1.1.1     The CONTRACTOR shall ensure that it’s Medical Personnel, whether employed or
                  fee paid, are:

                  1.1.1.1     fully registered, without restrictions or conditions, on the Principal List
                              of the General Medical Council (GMC); and in addition

                  1.1.1.2     from the date on which the GMC issues licences to practice, hold a
                              current licence to practice.

        1.1.2     In addition they must have three (3) years post full registration (GMC or EEA
                  equivalent) experience as a minimum. In individual cases, solely at the discretion
                  of the AUTHORITY’s Chief Medical Adviser, the requirement that:

                  1.1.2.1     no conditions be attached to registration; and

                  1.1.2.2     Medical Personnel must have a minimum of three (3) years post-
                              registration experience,

                              may be waived.

        1.1.3     The CONTRACTOR shall ensure that it’s registered nurses, whether employed or
                  fee paid, are:

                  1.1.3.1     fully registered, without restrictions or conditions, with the Nursing and
                              Midwifery Council (NMC)

                  1.1.3.2     In addition, they must have a minimum of (3) years post registration
                              experience.

1.2     That experience should feature broad based medical practice in roles that have clear
        relevance to a career in disability assessment medicine, unless specialist knowledge and
        experience are required as detailed in this Schedule 4. The CONTRACTOR shall provide the
        AUTHORITY with written confirmation of compliance with paragraph 1.1 by 31st March of
        every year.

1.3     The CONTRACTOR shall ensure that Medical Personnel providing the Respiratory Disease
        Service shall be appropriately trained and assessed as being fit to provide the Services to the
        standards laid out in Schedule 4 Section 4.1 of this Agreement.

1.4     When providing Specialist Medical Services the CONTRACTOR shall use only a Medical
        specialist as defined in Schedule 1 who shall have training, qualifications and experience
        pertinent to the condition under consideration.

1.5     The CONTRACTOR shall ensure that all audiometric technicians have contemporary and
        relevant specialist qualifications.

1.6     The CONTRACTOR shall ensure that all Health Care Professionals providing or supporting
        the provision of Services have appropriate qualifications, experience, training and hold current
        registration with the relevant licensing body.

2.      MEDICAL TRAINING FOR NEWLY RECRUITED HEALTH CARE PROFESSIONALS

2.1     The CONTRACTOR shall provide a training programme for each benefit area in accordance
        with the requirements, detailed below, which will ensure that Health Care Professionals have

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                                         Page 1 of 15
Medical Services Agreement                                                   Commercially Confidential

        the required level of knowledge and skills to achieve Approval. The knowledge and skills
        required in respect of the CONTRACTOR’s Health Care Professionals shall include but not be
        limited to:

        2.1.1     an understanding and an ability to perform the role of the disability medical analyst;

        2.1.2     a knowledge of the legislative requirements for each of the benefits in which they
                  will be required to have an input;

        2.1.3     an understanding of the legislative framework in which they are working. This may
                  include attendance as an observer at an Appeal Tribunal as part of ongoing training
                  for the relevant benefit area;

        2.1.4     an up-to-date knowledge of relevant clinical subjects, which should specifically
                  include a knowledge of the disabling effects of musculoskeletal, mental, cardio-
                  respiratory and any other relevant disorders identified by the AUTHORITY;

        2.1.5     an awareness of the AUTHORITY’s approach to Customer service and equal
                  opportunities;

        2.1.6     disability awareness; and

        2.1.7     an ability to deal with potentially violent situations.

2.2     Where no formal training programmes are detailed for specific benefit areas the
        CONTRACTOR shall liaise with the AUTHORITY to develop and implement an appropriate
        training programme. The CONTRACTOR shall provide all necessary information, reasonably
        requested by the AUTHORITY, prior to implementation of the programme.

2.3     The CONTRACTOR’s Health Care Professionals shall be given a course of theoretical and
        practical training, which shall be developed and implemented by the CONTRACTOR in each
        benefit area they are to work. The CONTRACTOR shall, following such training, conduct a
        written and practical examination of each individual to ensure that, at the least, the minimum
        levels of skills and knowledge have been achieved. The CONTRACTOR shall provide the
        AUTHORITY with details of the satisfactory results of such testing within a reasonable period
        of time; thereafter the AUTHORITY will Approve the individual Health Care Professionals to
        the appropriate role. The guide entitled ‘Guide on the Approval/Revocation of Approval of
        Doctors detailing the process for Approval and Revocation of Approval is listed in Schedule
        28 of this Agreement. For the avoidance of doubt, the CMA has sole discretion whether to
        grant or revoke Approval.

2.4     The CONTRACTOR shall, undertake during practical training, close supervision of new
        Health Care Professionals as set out in the quality and training sections of the relevant
        guidance listed in Schedule 28 of this Agreement

2.5     The CONTRACTOR shall ensure that Health Care Professionals giving advice and
        conducting examinations shall be Approved by the AUTHORITY acting on behalf of the
        Secretary of State. Approval will be dependent on individual Health Care Professional
        completing, to the CONTRACTOR’s satisfaction, a course of training and appraisal in the
        relevant benefit area.

2.6     removed duplication 2.4

2.7     The CONTRACTOR shall ensure that all of its Health Care Professionals providing Services
        to the AUTHORITY are accredited in accordance with the requirement to retain registration
        with the relevant licensing organisation.

2.8     The CONTRACTOR shall involve the AUTHORITY in the quality assurance process for the
        development and refinement of all requirements, outcomes and standards of training courses
        relating to the delivery of the Services.



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3.      MEDICAL TRAINING PROGRAMME FOR HEALTH CARE PROFESSIONALS

3.1     The CONTRACTOR shall develop and deliver the medical training programme for CME (the
        “Training Programme”) and its evaluation as part of the Services.

3.2     The Training Programme shall be developed, delivered and evaluated on an annual basis in
        respect of each contract year from 1st September to 31st August (a “Year”).

3.3     The AUTHORITY shall, by 31st March in each year, provide the CONTRACTOR with an
        outline stating topics that the AUTHORITY requires to be included in the Training Programme
        for the forthcoming Year, and if the AUTHORITY considers it appropriate, an outline of the
        manner in which such Training Programme shall be delivered (the “Outline”).

3.4     The CONTRACTOR shall provide all of its Health Care Professionals with a personal training
        plan on an annual basis. The personal training plan shall contain details of the timescale for
        which delivery of each individual module will need to be delivered to that individual.

3.5     New entrants shall be provided with a personal training plan within three months of their
        formal approval/re-approval. New entrants will have the following training modules included
        in that personal training plan for delivery within twelve (12) months.

        3.5.1     clinical skills in the assessment of musculoskeletal problems;

        3.5.2     multicultural awareness; and

        3.5.3     mental health training.

3.6     The CONTRACTOR shall undertake a Training Needs Analysis (TNA) that will identify areas
        of training needs together with priorities for implementation. Information from the personal
        training plans for the year to 30th June shall be incorporated into the TNA. The TNA shall be
        provided to the AUTHORITY by 30th June of each year. The scope, objectives and
        methodology of the TNA shall be subject to prior approval by the AUTHORITY. The outcome
        of the TNA shall be subject to approval by the AUTHORITY (such approval not to be
        unreasonably withheld or delayed) prior to incorporation into the training plan.

3.7     The CONTRACTOR shall, within one month of agreeing the TNA outcome, provide the
        AUTHORITY with a plan setting out in detail the manner in which the Training Programme
        shall be delivered (the “Training Plan”). The Training Plan shall include as a minimum the
        following:

        3.7.1     the name of the training module, and for each training module;

        3.7.2     a timetable for delivery of each training activity;

        3.7.3     the training personnel to be involved in the training activity;

        3.7.4     the aims and objectives of the training;

        3.7.5     the target population that includes the number of doctors to be trained at each
                  Medical Service Centre; and

        3.7.6     the proposed method and estimate of duration of that training.

3.8     The Training Plan shall be developed in co-operation with the AUTHORITY and shall be
        subject to approval by the AUTHORITY, such approval not to be unreasonably withheld or
        delayed.

3.9     Any changes or amendments must be submitted in writing for consideration to the
        AUTHORITY’s Change Control manager who will have sole discretion as to whether the
        amendment is significant

        enough to require formal Change Control procedures to be instigated. Any agreement to

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        dispense with formal Change Control action will not be valid unless written agreement is
        provided by the AUTHORITY’s Change Control manager.


3.10    For the avoidance of doubt, the AUTHORITY’s approval of a Training Plan shall not relieve
        the CONTRACTOR of its overriding obligation to meet the requirements and all other
        applicable provisions of the Agreement unless otherwise specifically agreed in writing by the
        AUTHORITY.


3.11    The CONTRACTOR shall provide the AUTHORITY with information in relation to training
        activities organised by the CONTRACTOR in a form agreed with the AUTHORITY. The
        CONTRACTOR shall


        3.11.1 carry out surveys at the times specified, in order to evaluate the perception of training
               and the effectiveness of training delivery. Such surveys shall be subject to the
               AUTHORITY’s prior approval (such approval not to be unreasonably withheld or
               delayed); and

        3.11.2    summarised in an annual report to be provided to the AUTHORITY no later than
                  31st December. The report shall contain detailed analysis of surveys completed by
                  a randomly selected sample of at least fifteen per cent (15%) of the target
                  population for each completed trainer led and distance learning module. The report
                  shall cover the twelve (12) month period ending 31st August in the same year



3.12    The surveys shall be completed in two stages as follows:

        3.12.1    immediately upon completion of the training activity:

                  3.12.1.1    a reactionnaire for trainer led modules to be issued to a randomly
                              selected sample of a minimum of fifteen per cent (15%) of the target
                              population;

                  3.12.1.2    a multiple choice questionnaire for trainer led modules to be issued on
                              occasion following agreement between the AUTHORITY and the
                              CONTRACTOR;

                  3.12.1.3    a multiple choice questionnaire for distance learning modules to be
                              issued to one hundred percent (100%) of the target population unless
                              considered inappropriate for any specific module by both the
                              AUTHORITY and the CONTRACTOR; and



        3.12.2    six months after completion of the training activity for both trainer led and distance
                  learning modules, a follow up Questionnaire to be sent to a randomly selected
                  sample of a minimum of fifteen per cent (15%) of the target population. The
                  questionnaire will:


                  3.12.2.1    test perception of the training; and

                  3.12.2.2    apply to at least fifty per cent (50%) of modules, that will include a
                              mixture of trainer led and distance learning modules that are



                              considered to be relevant, subject to the AUTHORITY’s prior approval
                              (such approval not to be unreasonably withheld or delayed).

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3.13    The CONTRACTOR shall carry out audit, in conjunction with the AUTHORITY on areas
        relevant to a minimum of three (3) of the training modules undertaken in order to ascertain
        that the principles of training have translated into good practice:

        3.13.1    the timescale and methodology of such audit to be subject to the AUTHORITY’s
                  prior approval (such approval not to be unreasonably withheld or delayed);

        3.13.2    the audit to be carried out on an agreed sample size, at all Medical Services
                  Centres, subject to a minimum of ten (10) randomly selected cases selected per
                  Medical Services Centre for each identified module; and

        3.13.3    results to be summarised in an annual report as specified in paragraph 3.11.5. The
                  content of the report shall be subject to approval by the AUTHORITY (such
                  approval not to be unreasonably withheld or delayed).

3.14    The CONTRACTOR shall provide the AUTHORITY with ad hoc reports on request.

3.15    The CONTRACTOR shall liaise with the AUTHORITY when defining the requirements for
        CME for Health Care Professionals.

4.      MEDICAL PROCESS STANDARDS

4.1     General Standards

        4.1.1     The CONTRACTOR shall use reasonable endeavours to ensure that a minimum of
                  ninety nine per cent (99%) of Health Care Professional, in each business area, are
                  Fit for Purpose and do not result in Rework. Health Care Professional reports shall
                  be adjudged fit for the required purpose by the AUTHORITY’s representative (for
                  example a Decision Maker) making use of the report against the standards defined
                  in this Schedule.

        4.1.2     The CONTRACTOR shall ensure that all medical reports and medical advice
                  provided by Health Care Professionals shall be Fit for Purpose, that is:

                  4.1.2.1     fair and impartial;

                  4.1.2.2     legible and concise;

                  4.1.2.3     in accordance with relevant legislation;

                  4.1.2.4     comprehensive, clearly explaining the medical issues raised;

                  4.1.2.5     in plain English and free of medical jargon;

                  4.1.2.6     presented clearly;

                  4.1.2.7     complete, with answers to all questions relating to disability or
                              incapacity matters raised by the AUTHORITY, free of medical
                              abbreviations and in keeping with advice as directed, taking into
                              account written material; e.g. the Disability Handbook;

                  4.1.2.8     fully detailed where necessary and consistent, fully clarifying any
                              contradictions in medical evidence; and

                  4.1.2.9     capable of comprehensively answering questions posed by the
                              AUTHORITY without compromising any subsequent decision making.

        4.1.3     Any cases supplied to the AUTHORITY’s representatives and deemed as being not
                  Fit for Purpose will be Reworked at the CONTRACTOR’s expense.

        4.1.4     The AUTHORITY will have sole discretion on determining whether medical advice

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                  or medical examination reports are Fit for Purpose.

        4.1.5     The AUTHORITY will specify the reason for cases being returned as not Fit for
                  Purpose.

        4.1.6     The CONTRACTOR shall accept Rework Referrals in accordance with the Fit for
                  Purpose criteria which will be specified by the AUTHORITY.

        4.1.7     The CONTRACTOR shall use all reasonable endeavours to ensure that any issues,
                  with regard to Rework Referrals, are dealt with and resolved locally at an
                  operational level, in the most timeous and efficient manner.

        4.1.8     The CONTRACTOR shall collect data and provide Management Information
                  relating to Rework on the reports detailed in Schedule 16 of this Agreement.

        4.1.9     The CONTRACTOR shall ensure that all Referrals relating to the Terminally Ill, or
                  potentially Terminally Ill, are handled with priority and dealt with in a way that
                  minimises inconvenience and distress to the Claimant. For the avoidance of doubt,
                  if potentially Terminally Ill or Special Rules cases require examination, the
                  CONTRACTOR shall comply with the relevant statutory notice of appointment.

        4.1.10    removed

        4.1.11    The CONTRACTOR shall ensure that the following persons are excluded from
                  examining a Claimant or providing advice:

                  4.1.11.1    anyone directly affected by the case in question;

                  4.1.11.2    any Health Care Professional who has regularly attended the Claimant;

                  4.1.11.3    any Health Care Professional attending, who has attended, or who is
                              anticipated to attend the Claimant at some time in the future for the
                              purposes of providing reports in respect of commercial matters;

                  4.1.11.4    any Health Care Professional providing, who has provided, or who is
                              anticipated to provide services at some time in the future to the
                              Claimant’s employer;

                  4.1.11.5    anyone previously involved in advising or examining on a claim that
                              has resulted in an appeal, in relation to this Claimant;

                  4.1.11.6    anyone identified as unsuitable by the AUTHORITY;

                  4.1.11.7    anyone who has attended an examination as a witness in relation to
                              this Claimant;

                  4.1.11.8    anyone who is an employer of the Claimant, or employed by the
                              Claimant, or is employed by the Claimant’s employer;

                  4.1.11.9    anyone not appropriately qualified or Approved; and

                  4.1.11.10   friends or relatives of the Claimant.

4.2     Where the Claimant in question is an employee of the CONTRACTOR, the exclusion at
        4.1.11.8 above shall not apply and the Referral shall be processed in accordance with the
        relevant documentation in Schedule 28 of this Agreement. However, the CONTRACTOR shall
        apply all the other criteria listed.

4.3     The CONTRACTOR shall not comment upon or offer advice to Claimants about any aspect of
        the Claimant’s medical care, or the potential decision on the claim to benefit or pension.

4.4     Where an Appeal Tribunal has raised an issue with the quality of a medical report, the

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        CONTRACTOR shall provide to the AUTHORITY the total number of Referrals that have
        been received from the Tribunals Service by the CONTRACTOR every six (6) months.

4.5     Basis of Medical Advice

        4.5.1     The CONTRACTOR shall ensure that wherever possible all medical reports and
                  medical advice:

                  4.5.1.1     is evidence based, that is, there is a consensus of critically evaluated,
                              published medical evidence in support of the advice provided by the
                              CONTRACTOR;

                  4.5.1.2     where no such consensus exists, the CONTRACTOR shall explain the
                              reason for the advice in clear terms demonstrating why no other
                              reasonable interpretation of the medical situation could apply given the
                              onus of proof required for that particular Referral;

                  4.5.1.3     is fully justified, particularly when any advice is at variance with other
                              evidence including the Claimant’s statement or a medical report;

                  4.5.1.4     addresses, explains or refutes, any variation of the Claimant’s condition
                              from the expected manifestation and progress of the condition within
                              the same statistically predictable group (in general, that group of the
                              same age and sex);

                  4.5.1.5     is based only on documents that are consistent with one another as to
                              the evidence they contain; inconsistent evidence shall be indicated and
                              the inconsistency explained when providing advice to the AUTHORITY.
                              The CONTRACTOR’s advice supporting claimed disablement and
                              activities reported by the Claimant, shall only be given if the activities
                              and disablement are consistent with each other and in keeping with the
                              diagnosis and the likely disabling effects;

                  4.5.1.6     takes full account of variations in the relevant medical condition(s) that
                              shall be described and the advice shall reflect the degree of the
                              Claimant’s disability and it’s effects which are present most of the time;

                  4.5.1.7     takes full account of and records the effects of pain, fatigue and
                              medication on the Claimant’s functional capacity or care needs;

                  4.5.1.8     is appropriate to the questions raised by the AUTHORITY and shall
                              comprehensively answer the questions posed by the AUTHORITY;

                  4.5.1.9     is legible, presented to the AUTHORITY in the English language and
                              understandable to those without medical qualifications.        The
                              CONTRACTOR shall ensure that medical jargon and abbreviations are
                              not used in advice to the AUTHORITY and that medical terminology is
                              explained unless the terms have passed into every day use;

                  4.5.1.10    accounts for all conditions claimed to be relevant by the Claimant;

                  4.5.1.11    documents conditions which may be less tangible, such as claimed
                              mental health problems. These shall be fully explored and their effects,
                              or lack of effect, on disablement of the Claimant, shall be documented
                              and carefully explained; and

                  4.5.1.12    takes full account of the guidance in respect of each benefit, where
                              appropriate, in respect of the use of aids, prostheses and medication.

4.6     The CONTRACTOR shall ensure that if an examination is required then it shall be performed
        in such a way that it gathers all the evidence required to present the appropriate advice and
        provide the factual information in the manner required by the AUTHORITY. Any additional

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        questions to be answered, or particular areas of difficulty that require explicit clarification, will
        be communicated to the CONTRACTOR by the AUTHORITY.

4.7     Medical Process Outcome Standards

        4.7.1     The CONTRACTOR shall use reasonable endeavours to ensure that the advice
                  given shall be consistent in that, where possible, the Medical Process outcome
                  advised falls within a range of results related to the mean of all the
                  CONTRACTOR’s Medical Process outcomes advised as a result of that process.

        4.7.2     The CONTRACTOR acknowledges that the Medical Process outcomes information
                  provided shall be reviewed and refined from time to time when necessary to reflect
                  the AUTHORITY’s requirements and to reflect the CONTRACTOR’s processing
                  initiatives.

        4.7.3     The specified categories, within which the CONTRACTOR shall make reasonable
                  endeavours to ensure Medical Process outcomes fall are as follows:

                    Process
                     IB S cases examined
                     IB CSD exemption advised
                     PCA exam exemption advised
                     PCA exam 3 month prognosis advised
                     PCA exam no functional change anticipated advised
                     PCA exam non functional descriptor advised
                     EB/EX Referral exemption advised

        4.7.4     The ranges shall apply at individual unit and individual Health Care Professional
                  level. It should be noted that there may be great inter-unit variation due to
                  demographic and other factors. Therefore consistency of the results over a period
                  of time at both individual unit and individual Health Care Professional level is of
                  greatest relevance.

        4.7.5     In the event that any of these outcomes fall without the agreed range the
                  CONTRACTOR shall provide written explanation to the AUTHORITY, within ten
                  (10) Working Days of the report’s production. The CONTRACTOR shall describe
                  how the Outcome will be brought back within range or initiate Change Control
                  Procedures.

        4.7.6     Any business process revision or any other change that will cause any of these
                  Medical Process outcomes to fall outside the agreed range shall be subject to
                  Change Control Procedures.

        4.7.7     In the event that any such Change Control Procedure is approved by the
                  AUTHORITY, the AUTHORITY shall revise the range accordingly.

4.8     Unexpected Findings

        4.8.1     If, during the examination of the Claimant, the CONTRACTOR’s findings indicate or
                  suggest the existence of a disease or medical disorder that may not be apparent to
                  the Claimant or the Claimant’s medical carer, the CONTRACTOR shall provide an
                  explanation to the Claimant and obtain the Claimant’s consent to pass on the
                  information unless there are circumstances in which failure to obtain consent can
                  be justified. The CONTRACTOR shall use reasonable endeavours to communicate
                  those findings to the Claimant’s Medical Practitioner or other appropriate medical
                  carer within twenty four (24) hours.         If the CONTRACTOR’s findings are
                  communicated by telephone and are Clinically Urgent, reasonable endeavours shall
                  be made to communicate the findings in writing, within twenty four (24) hours, by
                  the CONTRACTOR. The CONTRACTOR shall advise the Claimant to consult their
                  Medical Practitioner, in a manner that does not give rise to undue concern to the
                  Claimant. In the case of International Pension Centre (IPC) the CONTRACTOR
                  shall, if the Claimant does not have a UK based Medical Practitioner, advise the
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                  Claimant that he should seek medical attention; the CONTRACTOR shall provide
                  the Claimant with a letter detailing the clinical findings.

        4.8.2     If, during review of the file of the Claimant for the purpose of provision of advice to
                  the AUTHORITY, the CONTRACTOR’s findings indicate or suggest the existence
                  of a disease or medical disorder that may not be apparent to the Claimant or the
                  Claimant’s medical carer, then the CONTRACTOR shall provide an explanation to
                  the Claimant and obtain the Claimant’s consent to pass on the information unless
                  there are circumstances in which failure to obtain consent can be justified. The
                  CONTRACTOR shall use reasonable endeavours to communicate those findings to
                  the Claimant’s Medical Practitioner or other appropriate medical carer within twenty
                  four (24) hours following confirmation that the Claimant consents to release of the
                  information.

4.9     Customer Service

        4.9.1     The CONTRACTOR shall use reasonable endeavours to ensure that any Specialist
                  examination required shall be performed in such a way that it gathers all the
                  evidence required to form accurate advice and to provide the factual information
                  required by the AUTHORITY. If there are additional questions to be answered or
                  particular areas of difficulty that require explicit clarification, these will be
                  communicated by the AUTHORITY to the CONTRACTOR with the Referral
                  documentation.

        4.9.2     If the behaviour of the Claimant is abnormal, due to a medical condition, (for
                  example chronic alcoholism or mental health problems), the CONTRACTOR shall
                  use reasonable endeavours to ensure that the examination is completed to the
                  extent that allows advice to be given on the questions posed by the Decision Maker
                  without causing distress to the Claimant.

        4.9.3     If, during the course of providing the Services, it becomes apparent to the
                  CONTRACTOR that the Claimant may be in receipt of a benefit that is unsupported
                  by the contemporary evidence, the CONTRACTOR shall record this separately to
                  the Referral under consideration and advise the AUTHORITY by returning the
                  record with the Referral.

4.10    Medical Certificates and Medical Reports

        4.10.1    Certificates and reports are provided by General Medical Practitioners under their
                  terms and conditions of service as laid down in the National Health Service (NHS)
                  (General Medical Services) Regulations 1992 (as amended 1998) and the NHS
                  (General Medical and Pharmaceutical Services (Scotland) Regulations 1974 in the
                  case of Scotland. The Medical Practitioner is remunerated for this service by the
                  NHS. Hospital Medical Practitioners provide a similar service, free of charge under
                  the standard model NHS contract of employment as long as the report is
                  reasonably incidental to the treatment being given to the Claimant.

4.11    The CONTRACTOR shall notify and copy all evidence to the AUTHORITY if any incapacity
        related certificates or reports provided by Medical Practitioners:

        4.11.1    are frequently completed to a poor standard;
        4.11.2    frequently fail to comply with the practitioners terms and conditions of service; or
        4.11.3    are, or may be fraudulent.

4.12    In respect of these medical certificates and medical reports the CONTRACTOR shall:

        4.12.1    provide the advisory service to the AUTHORITY described at paragraph 4.11;

        4.12.2    maintain existing local arrangements whereby Medical Personnel provide training
                  and guidance to Medical Practitioners at educational or professional meetings;

        4.12.3    liaise with the author of reports or certificates which are frequently completed to a

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                  poor standard, with a view to improving the author's understanding of the
                  requirements to the AUTHORITY, and his own responsibilities under the terms and
                  conditions of service; For the avoidance of doubt the required standard is specified
                  in the IB204 that is sent to all certifying doctors; and therefore includes reports and
                  certificates that are not completed, not completed within the satisfactory time in
                  addition to those completed to a “poor standard";

        4.12.4    subsequently notify the AUTHORITY’s CMA of any such Medical Practitioner who
                  continues to fail to comply with his terms and conditions of service in this respect;

        4.12.5    immediately notify the AUTHORITY’s CMA of any Medical Practitioner who
                  provides a certificate or report that is, or may be, fraudulent; and

        4.12.6    ensure that all advice is consistent with the requirements of the AUTHORITY.

4.13    In the event that the CONTRACTOR notifies the AUTHORITY’s CMA, the AUTHORITY’s
        CMA shall be provided with a copy of the report(s) or certificate(s), if one exists, and copies of
        all relevant evidence, correspondence and telephone conversation records.

4.14    The CONTRACTOR shall not take any action or correspond directly with local or National
        Health Authorities in respect of medical certificates or reports.

4.15    The CONTRACTOR shall develop administrative systems and training that will meet the
        contractual requirements.

4.16    Sensitive Information

        4.16.1 The CONTRACTOR shall ensure that all written medical reports and advice are
               phrased with the expectation that they will be seen by the Claimant, therefore
               sensitive information shall be handled as set out in the quality and training sections of
               the relevant Documentation detailed in Schedule 28 of this Agreement. The
               CONTRACTOR acknowledges that sensitive information includes, but is not limited
               to:

                 4.16.1.1        harmful Information;
                 4.16.1.2        embarrassing information; and
                 4.16.1.3        confidential information.

4.17    The CONTRACTOR shall ensure that potentially Harmful Information apparent at Scrutiny or
        examination is identified to the Decision Maker as set out in the quality and training sections
        of the Documentation detailed in Schedule 28 of this Agreement, so that it can be withheld
        from the Claimant if the Decision Maker so directs.

4.18    The CONTRACTOR shall provide to the AUTHORITY as requested written advice and
        identification where necessary in respect of any Harmful Information contained within the
        Referral documentation.

4.19    Further Medical Evidence

        4.19.1 When obtaining Further Medical Evidence, the CONTRACTOR shall make it clear to
               the author of that evidence that all evidence may be given to the Claimant and that
               the only information that can legally be withheld from the Claimant is that which may
               be harmful to the Claimant’s health.

        4.19.2 The CONTRACTOR shall use reasonable endeavours to provide advice based upon
               the evidence provided by the AUTHORITY. Where this is not possible because the
               existing evidence does not materially support the Claimant’s stated incapacity or
               disablement the CONTRACTOR shall use reasonable endeavours to ensure that the
               evidence it seeks to gather, which may include examining the Claimant, will materially
               contribute to the advice given to the AUTHORITY.

4.20    Posthumous Claims

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        4.20.1 The CONTRACTOR acknowledges that a new claim can be made, or an existing one
               may continue to be processed, following the death of a Claimant. In such cases a
               representative acts for the estate of the deceased and shall give consent in the same
               circumstances as a living Claimant, to progress the claim. The CONTRACTOR shall
               use reasonable endeavours to progress the claim on the documentary evidence held
               or obtained. The CONTRACTOR acknowledges that in these circumstances the
               representative has the same legal rights as the deceased Claimant.

4.21    Heath Care Professional Personnel Standards

        4.21.1    At all examinations the CONTRACTOR shall adhere to the standards of conduct
                  required by the AUTHORITY that includes but is not limited to the following:

                  4.21.1.1       allow the Claimant sufficient time to give their relevant medical history,
                                 disability or loss of faculty;

                  4.21.1.2       maintain a non-adversarial manner;

                  4.21.1.3       explain the purpose of the examination and what it entails;

                  4.21.1.4       perform the examination in a manner that avoids unnecessary
                                 discomfort to the Claimant; and

                  4.21.1.5       answer any appropriate relevant medical questions posed by the
                                 Claimant, without giving an opinion on the outcome of the claim or
                                 medical condition.

4.22    Conduct of Specialists

        4.22.1    The CONTRACTOR shall use reasonable endeavours to ensure that the conduct of
                  Specialists engaged by the CONTRACTOR, is to the same standard as the
                  CONTRACTOR’s Medical Personnel.

4.23    Miscellaneous Medical Requirements

        4.23.1    Where no medical training or procedural guidance exists for the provision of a
                  Service the CONTRACTOR shall ensure that relevant Documentation is created
                  which meets the requirements of the AUTHORITY.

        4.23.2    The CONTRACTOR shall contribute towards training and any necessary training
                  material required for the AUTHORITY’S personnel when specified by the Authority.

5       MEDICAL QUALITY ASSURANCE

5.1     Systems for recording and reporting information relating to recruitment, training and
        monitoring

        5.1.1     The CONTRACTOR shall maintain databases that collect and report information in
                  relation to recruitment, training, monitoring, Approval and revocation of Approval.

        5.1.2     The information that is required to be captured includes but is not limited to the
                  following details:

                  5.1.2.1        Recruitment:

                                 5.1.2.1.1       employment history;
                                 5.1.2.1.2       qualifications; and
                                 5.1.2.1.3       professional Registration.

                  5.1.2.2        Training:


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                              5.1.2.2.1       training undertaken to support Approval; and
                              5.1.2.2.2       Continuing Professional and Medical Education.

                  5.2.2.3     Monitoring:

                              5.2.2.3.1       audit;
                              5.2.2.3.2       complaints;
                              5.2.2.3.3       rework; and
                              5.2.2.3.4       feedback including appraisal.

                  5.2.2.4     Approval and revocation of Approval.

                  5.2.2.5     Revalidation.

        5.1.3     In relation to training the information that is required includes, but is not limited to
                  the following:

                  5.1.3.1     dates and training module completed for:

                              5.1.3.1.1       disability analysis;
                              5.1.3.1.2       disability awareness;
                              5.1.3.1.3       professional standards;
                              5.1.3.1.4       legislation and policy intent;
                              5.1.3.1.5       customer requirements and service;
                              5.1.3.1.6       equal opportunities; and
                              5.1.3.1.7       potentially aggressive situations.

                  5.1.3.2     dates, assessment modules completed and outcomes for:

                              5.1.3.2.1       all written tests of training content; and

                              5.1.3.2.2       all practical tests of training content including benefit
                                              type, number and extent of satisfactory performance and
                                              number and extent of unsatisfactory performance.

5.2     The CONTRACTOR shall record and maintain, separately, Health Care Professionals, data
        for each benefit area in which those personnel work, that shall include, but not be limited to:

        5.2.1     the number passing the written assessment the first time;
        5.2.2     the number passing the written assessment at resitting;
        5.2.3     the number passing the practical assessment the first time;
        5.2.4     the number passing the practical assessment at resitting; and
        5.2.5     the number dropping out of training for any other reason.

5.3      The CONTRACTOR shall provide a Medical Quality Monitoring report as detailed in
        Schedule 16 of this Contract. The Medical Quality Monitoring Report shall, as a minimum,
        report on and analyse the following:

        5.3.1     MED 14;
        5.3.2     MED 15;
        5.3.3     MEDIEBEX;
        5.3.4     KPI 012 (Rework);
        5.3.5     KPI 015 (Complaints);
        5.3.6     Actual versus Expected Audit Sample size;
        5.3.7     Quality Report (C grades by Benefit/Overall);
        5.3.8     Mitigation (level of detail dependent upon the performance against targets);
        5.3.9     Scrutiny target; and
        5.3.10    KPI021 (Dr Capability – quarterly).

5.4     The CONTRACTOR shall report additional information pertaining to recruitment, training,
        monitoring, remedial action, Approval and revocation of Approval and revalidation in an
        agreed format periodically, as required by the AUTHORITY.

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5.5     The CONTRACTOR shall:

        5.5.1     take account of complaints about the conduct, manner or behaviour of it’s Health
                  Care Professionals; and

        5.5.2     ensure the ongoing good conduct, manner and behaviour of its Health Care
                  Professional.

5.6     Health Care Professional Capability Measure

        5.6.1     The skill and competence of all Health Care Professionals employed by the
                  CONTRACTOR shall be measured against the following five (5) criteria:

                  5.6.1.1 fully registered with the GMC (doctors only), NMC (nurses only) and
                  validated by the CONTRACTOR;

                  5.6.1.2    validation portfolio up to date (Doctors only);

                  5.6.1.3    technical training relating to specialism completed;

                  5.6.1.4    continuing Medical Education complete; and

                  5.7.1.5    approved for benefit work by Chief Medical Adviser.

        5.6.2     The number of Health Care Professionals who fail to fulfil all criteria specified for
                  the Health Care Professional capability measure shall not exceed zero (0).

        5.6.3     Any Health Care Professional shall, for the first twelve (12) months of his/her
                  employment by the CONTRACTOR, be measured against the Health Care
                  Professional Capability Measure but will not have that measure applied to him/her.


5.7     Multiple Complaints Against Health Care Professionals

        5.7.1 The definition of multiple complaints is more than three complaints received within a
        three-month period – More information is provided in KPI 15 as listed in Schedule 16.


5.8     Only the AUTHORITY may remove Approval from any of the CONTRACTOR’s Health Care
        Professionals.


5.9     Revalidation

        5.9.1     The CONTRACTOR shall provide all Doctors working for and on behalf of the
                  CONTRACTOR with all necessary evidence required for GMC revalidation from the
                  first date for presentation of annual revalidation evidence after implementation of
                  the GMC revalidation legislation.

5.10    Diploma in Disability Assessment Medicine

5.10.1 The CONTRACTOR shall provide, to the AUTHORITY by 31st March of each year, a proposal
that meets the requirements of the AUTHORITY, which includes details of the number of Medical
Personnel who will be sponsored by the CONTRACTOR to sit the Diploma in Disability Assessment
Medicine.




6.      POLICY ADVICE AND ADVISORY BODIES


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6.1     The CONTRACTOR shall attend in order to give evidence to bodies as required, which shall
        include but not be limited to the following: any government committee, statutory body or
        judicial AUTHORITY as required by the AUTHORITY.


6.2     The CONTRACTOR shall use reasonable endeavours to attend other fora as invited guests
        as required by the AUTHORITY which shall include but shall not be limited to:

        6.2.1      policy research;

        6.2.2      policy development and maintenance;

        6.2.3      development of benefits for sick and disabled people;

        6.2.4      evaluation of provision of medical services to the AUTHORITY; and

        6.2.5      promoting Social Security medically related issues to GPs and other interested
                   groups by way of presentations to courses.

6.3     The CONTRACTOR shall comply with any invitation to attend or provide representation on
        the council of the European Union of Medicine in Assurance and Social Security (EUMASS).

6.4     The CONTRACTOR shall provide the AUTHORITY with advice, guidance and support on any
        issues relating to the provision of Services, when reasonably requested to do so.

6.5     The CONTRACTOR shall take positive action to share with the AUTHORITY any proposals or
        views and initiatives which could bring about improvement in the Services.

6.6     The CONTRACTOR shall provide information to the AUTHORITY as reasonably required, to
        assist in the monitoring and evaluation of the likely effect of any proposed policy development
        on the Services.

7.      APPEALS

7.1     Should the AUTHORITY decide to implement mechanisms for improved feedback on the
        outcome of Appeals at local levels, the CONTRACTOR shall fully cooperate with the
        AUTHORITY in that implementation, at all times complying with agreed timescales.

8.      Health Care Professionals (excluding doctors)

8.1     The Welfare Reform Act 2007, Section 62, permits the Secretary of State to refer a person to
        Health Care Professional, for either medical examination report or medical advice.

8.2     Prior to the use of Health Care Professionals, other than doctors, in any benefit area in which
        they are not currently employed, the CONTRACTOR must obtain prior approval from the
        AUTHORITY for the pilot and subsequent implementation.

8.3     Removed
8.4     Removed
8.5     Removed
8.7     removed:


9.      PROVISION OF TRAINING TO DOCTORS IN THE ISLE OF MAN

9.1     The CONTRACTOR shall confirm that it is willing to provide training to Doctors in the Isle of
        Man Department of Health and Social Security.

10.     MEDICAL REPORTS – MISCELLANEOUS REQUIREMENTS

10.1    Should the AUTHORITY require it, the CONTRACTOR shall work with the AUTHORITY to
        provide, IB85 reports and other reports to the AUTHORITY, electronically, in addition to the

Schedule 4 Section 4.1 Part 2 Final Version                                            15 March 2005

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Medical Services Agreement                                                   Commercially Confidential

        requirement to provide electronic IB85 reports to DCS as specified in Schedule 4 Section 4.12

10.2    Should the AUTHORITY agree to the replacement of LiMA as the software for the production
        of electronically generated, evidence based reports, the CONTRACTOR shall be responsible
        for all costs associated with installing and configuring new software, data migration and any
        staff training.

10.3    The CONTRACTOR shall work collaboratively with the AUTHORITY to implement the
        national rollout of electronically generated, evidence based medical reports for individual
        benefits that includes but may not be limited to:

        •   AA/DLA
        •   IIDB; and
        •   Veterans Agency

10.4    Should the AUTHORITY require it, the CONTRACTOR shall work collaboratively with the
        AUTHORITY to progress the production of reports via a single medical examination.

11.     ENHANCEMENT OF THE MEDICAL SCRUTINY PROCESS

11.1    The CONTRACTOR shall provide full cooperation to the AUTHORITY in the provision and
        analysis of Personal Capability Assessment data and provide full cooperation in any revisions
        to the Scrutiny process whether on a national or pilot basis that might arise from that analysis.




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              Jobcentre Plus Employment and
                Support Allowance Project


                People Strategy – ESA0000




                                                          Version no: 2.1


                                                       Date: January 2007




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1.            Contents

1    Contents
2    Distribution/Stakeholders
3    Abbreviations
4    Introduction and Background
5    Roles and Responsibilities of Senior Project Team




Appendix:
Appendix 1           High Level People Impact Analysis

Appendix 2           Learning and Development Strategy

Appendix 3           Trade Union Consultation Strategy




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2. Distribution/key stakeholders

Restricted and    to   be   marked    Confidential/personal     pending       formal
announcement


Name                Business Area                                      Role

Rob Keys            HR Portfolio                                       Reviewer
Pat Hughes          JCP Field Director, East of England                Reviewer
Sarah Hatten        JCP Finance                                        Reviewer
Emily Ackroyd       DWP WWEG                                           Reviewer
Tim Carter          DWP Business Architecture                          Reviewer
Keith Walton        JCP Strategy (Bus. & Customer)                     Reviewer
Deborah Boore       JCP Contact Centre Programme                       Reviewer
Anne Speakman       JCP Centralisation of Benefit Processing Project   Reviewer
Sarah Sanford       JCP Transformation Manager                         Reviewer
Sally McLean        JCP Transformation Manager                         Reviewer
Deborah Barker      JCP COO                                            Reviewer
Greg Watkins        JCP National Health & Safety                       Reviewer
Lee Davis           ESA Deputy Programme Manager                       Information
Neil Couling        JCP Benefits & Fraud Director                      Information
Val Gibson          JCP Direct Director                                Information
Greg Chammings      DWP WWEG Presentation                              Information
Chris Peters        JCP Welfare to Work                                Information
Malcolm Beattie     Northern Ireland Social Security                   Information
John Jessup         JCP Comms                                          Information
Rebecca Major       JCP Products – Incapacity Benefits                 Information
Caroline Brown      DWP Strategic Comms                                Information
Angela Hickey       JCP Design Control                                 Information
Ro Hyland           DWP Internal Comms                                 Information
Viv Brimelow        DWP Employee Relations                             Information
Pat Bell            DWP Finance                                        Information




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3. Abbreviations


BDCs          Benefit Delivery Centres
DDA           Disability Discrimination Act
DWP           Department for Work and Pensions
ESA           Employment and support allowance
HR            Human Resources
HRBP          Human Resources Business Partner
H&S           Health and Safety
IB            Incapacity benefit
IS            Income support
IT            Information technology
L&D           Learning and development
LAF           Learning assessment framework
LNA           Learning needs analysis
PCA           Personal Capability Assessment
PCS           Public and Commercial Services
PDR           Preliminary design review
PtW           Pathways to work
SOBC          Strategic Outline Business Case
TUS           Trade Union Side
WFI           Work focused interview
WTE           Whole Time Equivalents




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4.     Introduction

4.1    The ESA Mission, agreed with the Jobcentre Plus Board, is to:

       Implement a robust work focussed regime for people who are out of
       work due to ill health or disability – work for those that can; improved
       support for those that can’t.

       The People Strategy for ESA is to develop a workforce which is proud to
       deliver a robust work based regime, focusing on the individual needs of
       customers to provide an efficient and flexible service.

4.2    This paper details the proposals for handling the following strands of activity
       that make up the People Strategy for the Employment and Support Allowance
       (ESA) Programme:

       •      High Level People Impact Analysis (Appendix 1)

       •      Learning and Development Strategy (Appendix 2)

       •      Trade Union Consultation Strategy (Appendix 3)

4.3    The following paragraphs provide a summary of the aims of each of these
       documents.

High Level People Impact Analysis

4.4    The aim of the High Level People Impact Analysis is to ensure that:

       •      The ESA Programme has considered the impact of their proposals on
              staff and identified any gaps in current policy which may not support the
              proposed changes

              and that

       •      Impacts on staff, changes to jobs or numbers of posts and geographical
              location will be identified and are in line with The Department for Work and
              Pensions (DWP) workforce management strategy.

Learning and Development Strategy

4.5 The aim of the Learning and Development Strategy is to help facilitate the
    development and delivery of learning solutions that contribute to a highly
    skilled, motivated and committed workforce - one that will equip people with
    sufficient skills and knowledge and reinforce the behaviours that will deliver
    ESA successfully.

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Trade Union Consultation Strategy

4.6       The Trade Union consultation strategy aims to ensure that negotiation,
          consultation and the sharing of information between the Programme and
          Trade Unions, where appropriate, conforms to wider policies of the
          Department for Work and Pensions.

4.7    The key principles underpinning this strategy are:

       (a)        That the relationship between the Department and its Trade Unions
                  should be an effective and constructive one which recognises that the
                  Trade Unions can make a valuable contribution to the Department’s
                  success;

       (b)        That the relationship must be about how best to ensure that
                  Government objectives are delivered, while reflecting union members’
                  interests in that;

Background

4.8    The Government’s Green Paper, ‘A new deal for welfare: Empowering people
       to work’ published in January 2006 outlines proposals for improvements to
       work place health, reform of the gateway, increased support for customers
       and removing the perverse incentives in the system, should, over time,
       significantly reduce the number claiming Incapacity Benefits (IB). The
       Government’s aspiration is to reduce the number of IB customers by 1 million
       over the course of a decade by:

              •   Reducing the number of people moving on to the new allowance.

              •   Increasing the number leaving benefit; and

              •   Better address the needs of all those on benefit, including making
                  additional payments to the most severely disabled.

4.9    This will be underpinned by a new Employment and Support Allowance
       (ESA) that will simplify the current IB system. From 2008, this new integrated
       contributory and income-related allowance will replace current IB and Income
       Support on the grounds of incapacity for new customers. It will be paid to
       most people in return for undertaking work-related interviews, agreeing an
       action plan and, as resources allow, participating in work-related activity. If
       allowance customers do not fulfil these responsibilities, the new allowance will
       be reduced to an amount equal to the basic Jobseeker’s Allowance rate. But
       for those customers with the most severe health conditions or disabilities, the
       allowance will be paid without conditionality and at a higher rate.

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ESA Design Principles

4.10   The ESA Mission outlined in para 4 is supported by 5 key objectives that have
       been agreed by the Jobcentre Plus Board. These are as follows:

              •   Create a gateway to work – supporting the Government’s aspiration
                  to increase the employment rate to 80%.

              •   Improve support for those unable to work – treating people with the
                  most serious Disabilities and health conditions sensitively.

              •   Improve the customer experience – we want to make it easier and
                  quicker to apply for benefits, with quick and sensitive handling.

              •   Improve efficiency and demonstrate value for money – an efficient
                  ESA service will be important contributor to our efficiency targets.

              •   Improve the people experience – the successful delivery of ESA will
                  be dependant upon the provision of effective tools, training and support
                  for staff.

4.11   The Mission and Design Principles will underpin all ongoing work of the
       Programme. From a People perspective, this translates into:

              •   Create a gateway to work – creating learning and development
                  opportunities for our people that emphasise the work focused principles
                  of the Programme.

              •   Improve support for those unable to work – ensuring we assist our
                  people in quickly and sensitively identifying those eligible for enhanced
                  support and facilitating its delivery.

              •   Improve the customer experience – having empathetic staff who are
                  customer focused, treat customers as individuals, inform them of their
                  rights and responsibilities and trained and empowered to deliver
                  appropriate support.

              •   Improve efficiency and demonstrate value for money – providing
                  clearly defined job roles and making a major contribution to a
                  performance management framework and appropriate reward systems.

              •   Improve the people experience – delivering skilled and
                  knowledgeable staff, supported by effective organisational design (job
                  roles and team structure etc.); catering for staff accessibility needs;
                  designing out health and safety risks; and affecting a cultural shift in
                  the way we perceive and work with customers who are ill or disabled.

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Programme Activity

Programme Scope

4.12   Responsibilities and activities for the ESA Programme include:

       •       Development and delivery of the new ESA Business Process Model
               (including links to the new Personal Capability Assessment (PCA) and
               Pathways to Work (PtW) processes),

       •       Development and delivery of a new Business Delivery Model for ESA,

       •       Development and Delivery of supporting IS/IT to facilitate the business
               delivery of ESA(including end to end claims processing from first contact
               to payment and supporting MI),

       •       Development of additional supporting products to allow the delivery of
               the above (People Strategy, Communications & Marketing Strategy and
               products etc),

       •       Investigation, documentation and definition of potential benefits from the
               introduction of ESA

Exclusions

4.13   Exclusions from the scope include any work connected to:

       •       The development or rollout of PtW,

       •       The development of the content/structure of the new revised PCA,

       •       Voluntary or Mandatory migration of the existing IB/IS caseloads on to
               ESA.

Critical Success Factors

4.14   The key critical success factors of the ESA Programme will be:

       •      To ensure that the ESA system is able to pay to customers effectively,
              efficiently, accurately and timeously.

       •      To ensure that sufficient numbers of staff will be identified and upskilled
              effectively to administer ESA to the required standards.




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       •       To ensure that the underpinning IS/IT system successfully supports staff
              in delivering ESA, and interfaces effectively with other parts of DWP (e.g.
              Information Directorate) and HMRC IS/IT systems (including Medical
              Services’ systems and Better Off Calculator (BOC)).

       •      To ensure that the IS/IT solution is compliant with Departmental IS/IT
              strategies and Enterprise IT Architecture.

       •      To ensure that ESA is delivered into Jobcentre Plus business to an agreed
              set of quality criteria and timescales.

Operational Delivery Model

4.15   A range of ESA operational delivery models are being considered by the
       Programme as part of work for the Preliminary Design Review stage of the
       DWP Change Lifecycle. These include delivery through:

              a)    The current 2008 Jobcentre Plus model utilising Contact Centres,
                    Jobcentres and Benefit Delivery Centres (BDC),

              b)    A variation on the current model involving dedicated ESA Contact
                    Centre staff feeding information into BDCs; and

              c)    A model of dedicated ESA Delivery Centres delivering the end-to-
                    end ESA process, providing a combined customer contact and
                    processing capability for claims, changes, enquiries and reviews.

4.16   These delivery options were discussed by the Jobcentre Plus Board at their
       meeting on 17th October 2006. It was felt that Option c) would build on the
       delivery of service improvements in line with those announced recently to the
       Standard Operating Model, but with a clear caveat that more work is needed
       to fully assess the impact and implications on the wider business. We are
       working with strategy colleagues to make sure this fits with the target
       operating model being delivered for the business.

4.17   Delivering ESA using this model is expected to have quite significant
       implications in a number of areas including people deployment, learning and
       development and Trade Union-side (TU) engagement. The specific impact
       and implications of the preferred Operational Delivery Model in each of these
       areas is covered in more detail in the attached appendices.

Key Assumptions

4.18   The following key assumptions have been identified:



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   •   The implementation of ESA will impact on significant numbers of staff across
       all the Jobcentre Plus delivery channels, i.e. Contact Centres, Benefit Delivery
       Centres and Jobcentres. It has the potential to impact on organisational
       design and job design with far-reaching consequences.

   •   The implementation of ESA will require a cultural change in the way that
       Jobcentre Plus staff perceive and work with customers who are ill and
       disabled. The ESA People Strand will work across the Programme, for
       example, with the Business Transformation and Communications Strands, to
       develop a People Vision and Transformation Strategy, articulating how we will
       deliver and embed this change.

   •   The ESA Delivery Model combines telephony and processing functions and
       will be delivered with significantly less scripting using Interactive Voice
       Response technology.

   •   Staff will be able to absorb the number of changes:
              - Enhanced product knowledge
              - Processing knowledge on a new system
              - New operating environment
              - New channels

   •   Adequate resources and skills will be available for the:
            - design / development of learning products; and
            - delivery of facilitated learning.

    • Learning and development will be supplemented by other people preparation
      activities and products such as process walkthroughs, communications etc.

    • Changes to simplify benefit policy and legislation as well as a revised IT
      solution are being considered – these will be determined and in place in time
      to allow the learning products to reflect the changes.

4.19   Further, lower level, assumptions specific to areas of People, Learning &
       Development and TU Engagement are included in the relevant appendices.

Key Stakeholders

4.20   Key stakeholders for the first stage of the Programme are given in the
       distribution list at the beginning of this document.

Programme Organisation

4.21   Phil Bartlett has been appointed as Senior Responsible Owner for the ESA
       Programme and is ultimately accountable for the Programme delivering a

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       successful outcome. Sue Moore has been appointed Programme Manager
       for the day-to-day management responsibility of the Programme. She will
       ensure that the Programme delivers the appropriate work products in line with
       the Programme Plan and report to the Programme Steering Group (PSG). Lee
       Davis is the appointed Deputy Programme Manager.

4.22   Within Jobcentre Plus HR Portfolio, Liz Wilson is leading on people issues for
       the ESA Programme and Rob Keys has been designated as a single point of
       contact for all people issues relating to the Programme. His contact details
       are as follows:

              E- mail      rob.keys@jobcentreplus.gsi.gov.uk

              Telephone    07855 319980


4.22 Tony Meehan is the designated lead on people issues within the ESA
     Programme. He is accountable to the Deputy Programme Manager and
     reports on People issues at weekly Programme Checkpoint meetings. His
     contact details areas follows:

              E- mail      tony.meehan@jobcentreplus.gsi.gov.uk

              Telephone    0113 232 7460


4.23 The wider ESA Programme has been organised into strands that follow the
     Change Lifecycle model. These span both the business change and internal
     management of the IS/IT elements. Further information is provided in the
     ESA Programme Project Initiation Document.




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                                                              Appendix 1

High Level People Impact Analysis


Contents:


   1.         Purpose

   2.         Impact Analysis

   3.         Summary

   4.         Annex A – People Assumptions




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   1. Purpose

      1.1 The purpose of the High Level People Impact Analysis is to ensure that:

      •       The ESA Programme has considered the impact of their proposals on staff
              and identified any gaps in current policy which may not support the
              proposed changes

      and that

          •    Impacts on staff, changes to jobs or numbers of posts and geographical
               location will be identified and are in line with The Department for Work and
               Pensions (DWP) workforce management strategy.

      1.2      An analysis of the HR policies confirms that the project is consistent with
               Diversity and Equality legislation, policy and strategy and with DWP HR
               strategy principles. Accessibility and headcount issues are also
               considered.


    2.        Impact Analysis

     Locations affected

      2.1 The Jobcentre Plus Board has agreed that, pending a final decision to be
          made following further work to fully assess the impact and implications on
          the wider business, planning for ESA should proceed on the basis that
          there will be dedicated ESA Delivery Centres discharging both the
          customer contact and benefit processing functions. More detailed work is
          needed to identify the precise number and location of ESA Delivery
          Centres and, until that work has been undertaken, the specific impact and
          implications for staff cannot be assessed. However, on the basis of
          current assumptions, ESA will have a significant impact across Jobcentre
          Plus 2008 Business Architecture, affecting Jobcentres, Contact Centres
          and Benefit Delivery Centres. The choice of location for each of the ESA
          Delivery Centres and the background of staff identified to deliver ESA will
          determine the volume and nature of learning and development required
          and the extent to which workforce management policies need to be
          deployed. This is due to factors such as the existing skills sets of staff
          already based in sites to be used and the proximity of neighbouring DWP
          sites.


      Numbers of staff and grades affected

      2.2 Significant numbers of staff in Benefit Delivery Centres and Contact
          Centres throughout the country will be affected by the change from IB
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              claims and mix of IB related IS claims to payment of ESA and, to a lesser
              extent, staff in Jobcentre Plus offices. It is currently envisaged that the
              changes will impact as follows:

       •      Changes to job roles – resulting from different processes and new skill
              sets to be learnt. It is projected that between 10 to15 different job roles
              across the 3 current operations centres will be impacted to varying
              degrees. A preliminary high-level assessment indicates that roles at Pay
              Band B and C in Benefit Delivery and Contact Centres will be high impact
              with Pay Band D and E management roles at medium impact. In Job
              Centre Plus offices there will also be a medium impact on the Personal
              Advisor Band C role. ESA customer contact roles will require a
              combination of telephony and processing skills, less scripting will mean
              that staff require advanced telephony skills and effective product
              knowledge. The ESA objectives to improve customer experience and
              create a gateway to work will require an increased focus on customer
              service along with a cultural shift to embed the work focused principles of
              the ESA delivery model.

              The ESA Delivery Centre Model, job changes and reduction in numbers
              will change requirements for managerial and support functions in other
              grades employed up to and including Band Fs. For ESA managers there
              will be an increased focus on leadership skills to bring people together as
              a team and lead them through the transition and accompanying cultural
              change. Management skills across areas such as performance
              management; capacity planning and Real –Time management will also be
              critical.

        •     Changes to staff numbers required to process new claims and ESA
              decision makers. The potential benefits for the ESA project mainly
              revolve around efficiencies through benefit simplification and process
              automation. As a result, it is anticipated that fewer processors will be
              required to deliver ESA than in the current operating model. Some work
              areas may require additional resources eg DMA due to increased
              number of sanctions. Again this will be come clearer when the ODM
              is finalised

        •     Depending on the distribution and location of these posts, by October
              2008 the ability to redeploy surplus staff may be very much reduced.
              Other projects resulting in reductions in band B and C staff will have taken
              up many opportunities for redeployment. The project will need to consider
              whether projected savings in staff costs should be offset by a potential
              need to draw on early release funds to resolve surplus situations,
              particularly at band B.

        •     If it is decided to have dedicated ESA Delivery Centres, there may be
              further impacts on individuals. Additional surpluses may be created if
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              existing processors are not able to relocate to these centres if they are
              beyond their mobility. Such staff would need to be redeployed wherever
              possible, with early release/redundancy as a last resort after all other
              options have been explored. Additionally, there may be a need to recruit
              and train new staff to the ESA Delivery Centres where there are
              insufficient existing staff available due to mobility, attrition and/or personal
              circumstances.

        •     Although the change from IB to ESA is ‘big bang’ in October 2008, the
              number of new claims to ESA, will build incrementally over time. We will
              also continue to manage the load of existing claims to IB and IS on
              grounds of incapacity until proposals for migration to ESA are
              implemented. The estimated processor savings are therefore likely to be
              phased depending on forecast ESA volumes.

        •     It is therefore possible that the reduction in staffing requirement can be
              managed in a phased manner that could reduce the impact of any
              redeployment issues. However, this will depend on the number and
              location of ESA Delivery Centres at A day and the ongoing rollout of the
              new benefit

        •     The project has made links with key stakeholders/partners who are
              involved in the ongoing development of ESA.

               NB: Numbers cannot be confirmed until there is more information
              about the IS/IT option, process detail and ESA volumes. Once the
              project has this information further work will be needed to identify
              the extent to which these changes will impact on whole jobs and the
              ability to re-deploy people in the locations affected.

              Customer Services/BDC/Contact Centre contacts will be asked to
              conduct a more detailed analysis of the potential numbers involved.

      Workforce Management
      2.3 As above, the Project foresees reductions in the number of staff required
          to process ESA and support, managerial and ‘front of house’ roles may
          change, again resulting in redeployment action. Depending on the
          number of jobs identified as directly affected we may need to re-organise
          or restructure remaining roles. There will be a need to co-ordinate
          activity with other projects impacting on core business to ensure a
          structured and managed approach to staff and organisational design
          changes and the Project will work in conjunction with ReCIPE teams to
          ensure that all activity is managed in line with DWP workforce
          management policies and procedures. It will be essential to allow
          sufficient time for meaningful TUS consultation on any Workforce
          Management issues. It is important to highlight the dependency between
          the completion of any staff selection exercises (if these are necessary)
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              and L & D delivery. The L & D delivery process cannot commence until
              people have been identified for their new roles and therefore it is vital that
              the timing of these activities is effectively co-ordinated.

      Learning and Development (L&D)

      2.4     Given the numbers of staff currently involved in IB/IS processing and
              related functions e.g. decisions/appeals, there will be a significant learning
              and development need. This will cover the new processes as a result of
              process/IT changes and will also incorporate upskilling of front line and
              managerial staff to enable them to effectively support the transition to the
              ESA delivery model in line with the ESA Mission and Design Principles.
              This will be for existing and future Jobcentre Plus staff. Backfill
              requirements during L&D will also need to be considered for any
              remaining Jobcentre Plus staff. A full learning and development strategy
              has been developed and is included at Appendix 2 of this document.
              This strategy will be reviewed once the scope and design of the service is
              clarified.

      Equal opportunities and diversity

      2.5     At all stages of, and in preparation for implementation, ESA Project will
              work in accordance with guidelines set out in DWP Diversity and Equality
              Policies, including reference to the Disability Discrimination and Race
              Relations and Age legislation.

      2.6      An Initial Screening for Race; Gender and Disability Impact will be
              conducted by the project followed by full Race; Gender and Disability
              Impact Assessments if it is considered appropriate. This will happen in all
              affected areas, whether city or rural sites, as part of the planning process
              and in compliance with the Race Relations Amendment Act (2000).

      Disability Discrimination Act

      2.7     The needs of disabled people will be fully considered on a case by case
              basis and DWP will meet all its legal requirements under the Disability
              Discrimination Act 1995. People will have the opportunity to discuss their
              personal position and particular needs with their line manager and, where
              required, agree appropriate reasonable adjustments. Accessibility
              requirements will be factored into requirements gathering, to ensure the
              Project meets new provisions in the Disability Discrimination Act from
              December 2006.

      Employee Relations

      2.8     From the outset of the announcement, TUS will be formally and informally
              consulted in line with the Departmental Employee Relation Framework.

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              Consultation will be at Jobcentre Plus level on specific issues such as
              changes to the organisation structure, location of office/staff reductions
              and other issues affecting staff. This consultation will build on the
              consultations arising from the Green paper and the work of the Pathways
              to Work project. TU consultation arrangements are included in the
              project TUS consultation strategy that can be found at Appendix 3 of this
              document.

      Health and Safety

      2.9     Health and Safety (H&S) issues, for example risk assessments, will need
              to be considered if any site location changes arise from the revised
              Jobcentre Plus activities and will require consultation with TU H&S
              representatives. This will need to be done in accordance with Health and
              Safety guidelines.

      2.10 DWP strategies and policies considered:

   DWP Policy /               Considered for Impact      Gap Identified
   Strategy
HR Framework                  DWP HR in consultation     None at present
                              with the Businesses
HR Vision                     DWP HR in consultation     None at present
                              with the Businesses
Diversity and Equality        DWP HR in consultation     None at present – Race
policies                      with the Businesses        Impact Assessments to be
                                                         completed.
Working Time                  DWP HR in consultation     None at present
Regulation Policy             with the Businesses
Health & Safety Policy        DWP HR in consultation     None at present
                              with the Businesses
Mobility Rules Policy         DWP HR in consultation     None at present
                              with the Businesses
Workforce Management          DWP HR in consultation     Guidance developed and
Guidance                      with the Businesses        issued on the DWP Intranet
                                                         site. This will form the basis of
                                                         any redeployment strategy
                                                         developed.
Workforce Planning TU         DWP HR in consultation     TUS Consultation plan issued
consultation Plan             with the Businesses        on the DWP Intranet site
Workforce Planning &          DWP HR in consultation     None at present
Staff Migration Policy        with the Businesses
Internal Vacancy Filling      DWP HR in consultation     None at present
Policy                        with the Businesses
DWP Selection System          DWP HR in consultation     None at present
                              with the Businesses
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Framework of Principles       DWP HR in consultation      None at present
for Redundancy                with the Businesses
Avoidance Handling

      Gaps identified in DWP Policies

      2.11 All Employee Policies including terms and conditions of service have
           been reviewed under the HR Modernisation and simplification programme
           and the improved policies have been published on the Department’s
           internal HR website “The Department and You”. Any changes to these
           policies during the course of the project will be impacted against the
           needs of the project.

      Communications

      2.12 Communications with staff and TU will form a key dependency throughout
           the project. The ESA Project Communications Strategy (covering both
           internal and external communications) is covered in a separate Project
           document.

      3.      Summary

      3.1 This High Level People Impact Analysis indicates that:

              •   Significant numbers of staff may be affected, to varying extents, by the
                  new work processes;

              •   Redeployment of surplus staff may be required with possible impacts
                  on early release funding;

              •   There will be a significant L&D requirement; and

              •   DWP HR policy frameworks are in place to handle HR impacts.




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                                                                  Annex A

                             ASSUMPTIONS


   1. The implementation of ESA will require a cultural change in the
      way that Jobcentre Plus staff perceive and work with customers
      who are ill and disabled. The ESA People Strand will work across
      the Programme, for example, with the Business Transformation
      and Communications Strands, to develop a People Vision and
      Transformation Strategy, articulating how we will deliver and
      embed this change.

   2. Location decisions will take account of the need to minimise
      workforce management issues

   3. Sufficient HR capacity will be in place to deliver this change

   4. People preparation will begin 6 –9 months in advance of go-live.

   5. Estate decisions will be made no later than December 2007 to
      meet TUS requirements for consultation.

   6. Managers will oversee both telephony and processing.




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                                                             Appendix 2

Learning and Development Strategy


Contents:



1. Purpose

2. Links to Jobcentre Plus Vision

3. Managing the Strategy

4. Key Assumptions

5. The learning and development process

6. Design of learning and development solutions

7. Implementation and support

8. Evaluation

9. Annex A – Key milestones

10. Annex B - Assumptions




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1. Purpose

1.1 This strategy makes proposals about the learning and development
    arrangements for people who will be delivering the Employment and Support
    Allowance (ESA) and for those across the wider business who, although not
    directly engaged in ESA delivery, will require upskilling to enable them to
    effectively undertake their roles . The strategy will be subject to review and
    amendment as ESA design and implementation decisions are made.

Aims

1.2 Jobcentre Plus HR Portfolio will develop learning solutions that contribute to a
    highly skilled, motivated and committed workforce. We will equip people with
    sufficient skills and knowledge to deliver ESA successfully.

Objectives

1.3 To form an integral part of the ESA Project and to identify and minimise risks to
    its successful implementation.



2.    Links to the Jobcentre Plus Vision

2.1 This strategy will support the Vision by:

              •   Ensuring that the people delivering ESA are appropriately skilled and
                  are working together to support the transition to the ESA delivery
                  model, embedding the desired customer-focused, work based regime
                  and performance-oriented culture

              •   This will be achieved through the production and delivery of specific
                  and tailored learning interventions designed for all key job functions
                  delivering ESA.

              •   Encouraging a modern approach to learning, utilising technology and
                  the latest learning solutions. This will be achieved by an increasing use
                  of e-learning and other learning activities, and a blended approach to
                  product design and delivery.

              •   Encouraging and enabling our people to take greater ownership of their
                  own career development. We will support this by continuing to develop
                  Learning Assessment Frameworks (LAF) and by providing learning
                  routeways linked to job roles.

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3.    Managing the strategy

3.1 This strategy relates specifically to supporting the learning of people delivering
    ESA and those across the wider business who, although not directly engaged
    in ESA delivery, will require upskilling to enable them to effectively undertake
    their roles.

Learning Needs Analysis

3.2   It is envisaged that a two-stage approach will be required. The first stage will:

          •      Provide a high level view of the skills and competences required by
                 staff involved in delivering ESA.
          •      Allow high-level design work to begin on those modules that are not
                 ESA technical.
          •      Identify the learning requirements across roles in the wider business

      The second stage will contain robust information about:

           •     The business process

           •     The job role specifications

           •     The IT systems to be used and the functionality

           •     The telephony solution

      It should be noted that these are key dependencies.

3.3 The arrangements for supporting learning and development for people
    delivering ESA will be structured around having:

      •        Ongoing product development activity. Key L&D milestones are detailed
               at Annex A.

      •        A programme of modular learning that will meet the needs of learners and
               take account of any previous experience they have.

      •        Learning products that are up to date, accurate, fit for purpose and signed
               off by the business, as they are finalised between January 2008 through
               to July 2008 (see Annex A).

      •        Line managers and buddies supporting learners through their learning
               routeway, with facilitated learning delivered by HR Operations.



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3.4   HR Portfolio will manage the strategy in conjunction with HR Operations.

3.5 HR Portfolio will:

      •    Conduct a learning needs analysis as appropriate.

      •    Support the handover of learning materials to learning and development
           officers (HR Operations) incorporating any upskilling that may be required.

      •    Provide learning implementation guidance to the business and a strategy for
           introducing the new products, including support packs for line managers and
           buddies.

      •    Provide and maintain Learning Assessment Frameworks and Learning
           Routeways for key job roles.

      •    Design new and appropriate blended learning interventions, closely aligned
           to the business needs of ESA delivery. (Blended learning incorporates a
           number of different learning methods such as classroom learning, e-
           learning, self-instruction workbooks, action learning, consolidation and
           practice, coaching and mentoring).

      •    Review and amend existing learning products impacted by the introduction
           of ESA.

      •    Proactively engage with the business to ensure Learning and Development
           meets the needs of ESA implementation.

      •    Clarify the role of the line manager in supporting the learning of their people
           and driving cultural change

3.6       Depending on internal capacity issues at the development and delivery stage
          of the L & D process, there may be a need to engage with external providers
          to supplement resources.

4.    Key assumptions and risks

4.1 This strategy is based on a number of high-level assumptions that relate to
    overall people preparation and availability of the necessary resources. Details
    of the key assumptions are shown at Annex B.

5.    The learning and development process

5.1 It is essential that people who will be delivering ESA receive appropriate
    preparation. Learning and development is a key component but it needs to be
    complemented by other aspects of people preparation e.g. communications,

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      local briefings, process walkthroughs, discussions with managers,
      coaching/mentoring, guidance material, IT, etc.

5.2 For learning and development to be effective there must be a process in place
    that:

      •       Successfully identifies learning and development needs;

      •       Designs and delivers appropriate solutions;

      •       Supports learners through the learning process;

      •       Monitors, evaluates and continually improves learning and development
              and its effectiveness;

      •       Ensures people are released for learning events and given time to
              undertake all the necessary learning activities, including consolidation;
              and,

      •       Links with other forms of communication.

5.3 It is essential that this process is properly managed and that all its constituent
    parts operate in relation to each other. Where this does not occur and the
    process is not ‘joined up’ or missing in part, the effectiveness of learning and
    development will be greatly diminished.

5.4   It is important to highlight the dependency between the completion of any staff
      selection exercises (if these are necessary) and L & D delivery. The L & D
      process cannot commence until people have been identified for their new roles
      and therefore it is vital that the timing of these activities is effectively co-
      ordinated.

5.5 Identification of people’s learning and development needs will take place as
    early as possible. This approach will go a long way to ensuring that people
    have the essential skills and knowledge for their new or changed roles.

5.6 The learning and development needs of individuals delivering ESA will be
    dependent on their specific roles, previous experience and operational
    arrangements in each location. To allow identification of individual learning and
    development needs, a Learning and Assessment Framework (LAF) will be
    developed by HR Portfolio and made available on the intranet. The LAF will be
    maintained to reflect:

      •       Any changes to the business process model;

      •       Any changes to the job roles and responsibilities;

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      •       Inclusion of IT specific skills and knowledge; and

      •       Changes as a result of other initiatives eg, Benefit Simplification.

5.7 The LAF will cover the knowledge and skills needed to carry out the day-to-day
    activities for ESA delivery and identify the relevant learning solutions to meet
    those needs.

5.8 Learning Routeways will also be developed by HR Portfolio that show all the
    learning needed by job role, including non benefit specific learning such as
    induction, customer service etc.

5.9 For team leaders and above, a range of skills will be required, depending on
    the role to be undertaken:

          •   Technical skill requirements to manage telephony and processing –
              capacity planning and Real-Time management become more critical and
              knowledge of ESA process to monitor quality.

          •   Management skills – more focus on the team rather than the process and
              broader performance management skills.

          •   Leadership skills - the ability to bring people together and lead them
              through times of transition and cultural change; sound HR knowledge to
              support team members e.g. coping skills; stress management; emotional
              situations. Junior managers have access to the Gateway to Leadership
              suite of management learning. Middle managers also have a new suite of
              management learning known as the Leadership Pathway and LaMP.

6.    Design of learning and development solutions

6.1 Responsibility for the design of new products and the redevelopment of existing
    products rests with HR Portfolio. They also have responsibility for identifying
    the impact of any new initiatives that may affect existing products or require
    new solutions. HR Portfolio has a dependency on the business to make
    information about changes available in time for these to be taken into account.

6.2 Appropriate research and analysis will be undertaken in order to identify the
    learning and development requirements of those people who will be delivering
    ESA. It is anticipated that the learning solution will be designed to transfer
    knowledge and develop skills using a blend of facilitated events, e-learning
    modules, open learning and consolidation. System emulation will be built into
    the relevant modules.

6.3 All new products will be subject to quality assurance, which will include
    representation from the business, policy and the ESA Project.
7.    Implementation and support
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7.1 This section describes the arrangements for implementation of the new ESA
    learning. These arrangements will be structured to ensure:

      •       Links are built at the outset between the business, project, and HR.

      •       Links are made between relevant project and policy teams and the
              design/development teams;

      •       Support is provided in delivery of new training strategies, ie, e-learning;
              and

      •       Where agreed at the outset and in line with Jobcentre Plus policy,
              evaluation of the learning and development is undertaken and appropriate
              reports provided.

7.2 The overall accountability for delivery of all learning and development to
    support the implementation of ESA will lie with HR Business Partners and line
    managers.

7.3 A key to successful implementation is the availability of suitable
    accommodation for delivery of learning and development. Accommodation and
    IT facilities to deliver classroom learning at a local level will need to be
    identified and secured as part of the planning process. There will also need to
    be suitable arrangements to allow learners to work through self-paced learning,
    including e-learning.

8.        Evaluation
8.1 It is important that the impact of learning and development is evaluated. This
    will include both evaluation of the content and the delivery of the learning
    products. The training will be evaluated, both during and after the learning and
    development has taken place. It will identify national trends and highlight any
    improvements. Key components include:

      •       Evaluation to determine reaction to the learning provided; and

      •       Where appropriate, production of a report highlighting the findings and
              recommendations based on the analysis of the evaluation.




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                                                                                                       ANNEX A


                   LEARNING AND DEVELOPMENT – KEY MILESTONES

                                                                                      Start              End



L&D strategy for PDR sign off                                                         11 08 06           25 08 06
Conduct learning needs analysis                                                       30 11 06           16 03 07
Define product requirements and delivery options                                      14 12 06           04 05 07
L&D procurement activity (if required)                                                 02 04 07          31 05 07
L&D product development                                                               01 06 07           30 05 08
L&D products tested                                                                   03 12 07           30 06 08
L&D products finalised and signed off 1                                               07 01 08           31 07 08
Handover of learning products                                                         15 02 08           29 08 08
L&D delivery                                                                          19 03 08           31 07 09
L&D evaluation                                                                        30 03 09           26 06 09


More detail will be provided in the next iteration of the L&D strategy




Note: Because there will be a number of modules to be developed, it should be
noted that these will be completed in phases, beginning with soft skills and non ESA
technical modules. Technical ESA modules need to be available for delivery 6
weeks before go live.

It is anticipated that staff will be upskilled as and when they are brought on stream to
deliver ESA. We have assumed that staff numbers will build incrementally over a
number of months.




1
 The aim is that products will be signed off in sequence depending on delivery timescales. Eg, any adviser
L&D/awareness will not require delivering until after go-live in readiness for the first intervention at week 6/8.
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                                                                             ANNEX B

                                     ASSUMPTIONS

   1. ESA will go-live in October 2008.

   2. Adequate resources and skills will be available for the:

       •      design / development of learning products; and
       •      delivery of facilitated learning.

   3. Sufficient, suitably equipped sites will be available for the delivery of learning
      solutions, both facilitated and e-learning.

   4. Learning and development will be supplemented by other people preparation
      activities and products such as process walkthroughs, communications etc.

   5. Sufficient learning and development resources will be available to successfully
      implement the strategy.

   6. There will be a learning consolidation period before go live of each office.

   7. People needing to access the learning could come from a number of
      backgrounds but are likely to be mostly existing processors.

   8. Changes to simplify benefit policy and legislation as well as a revised IT
      solution are being considered – these will be determined and in place in time
      to allow the learning products to reflect the changes.

   9. ESA Project and Benefit policy colleagues will have the resources to fully
      quality assure the learning products.

   10. ESA programme strand plans, in particular Communications plans, will be
       aligned with L & D strand plans and will support the required culture change.

   11. Operational line managers and HR Operations will work together to support
       consolidation activity and provision of buddies and line manager support

   12. L & D will be based on a blended learning approach i.e. a mix of facilitator-led
       learning; E-learning solutions; self instruction; coaching and consolidation.

   13. Migration volunteers will create L & D pressure prior to A-day but L & D to
       support mandatory migration will not be required until late 2009.

   14. ESA L & D material will be tailored to meet the requirements of a disparate
       audience, including those with no IB or IS knowledge and those who require
       some, but not detailed, knowledge (eg floorwalkers).

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   15. By A-day, ESA telephony agents and claims managers will have sufficient
       benefit knowledge and understanding of the work-focused principles that
       underpin ESA and make it different to IB/IVB.

   16. Others who interact with the public, such as visiting officers, will be fully
       conversant with the ESA work-focused culture by A-day.




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                                                             Appendix 3

Trade Union Consultation Strategy


Contents:



1. Glossary of terms

2. Purpose of the Strategy

3. Scope of Engagement within the Project

4. Detailed Arrangements

5. Interdependencies with other Welfare Reform activity

6. Strategy Review

7. Annex 1 – Project High Level Plan




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1.     Glossary of terms


Employee Relations (ER)        Interactions that take place between
                               Management and the Trade Unions,
                               sometimes referred to as Industrial
                               Relations.

ER arrangements                Generic term for the arrangements for
                               negotiation, consultation and information
                               sharing, and for granting Trade Union
                               facilities.

Framework for Effective        This is the document that outlines the
Employee Relations             Department’s policies in relation to the
(Sometimes called the ‘ER      Trade Unions. It covers consultation and
Framework’)                    the provision of facilities (IT, time off,
                               accommodation etc.) to trade union
                               representatives.

Formal                         Set-piece meetings, with someone in the
                               Chair, an agenda and agreed record of
                               discussion (but not necessarily ‘minutes’).

Facilities                     Time off from work, IT, telecomms
                               equipment, private rooms etc. made
                               available to Trade Union representatives to
                               do carry out their work.

Informal                       Simple – meetings, as and when, without
                               written constitutions, set agendas or minute
                               taking, supplemented to the fullest possible
                               extent by contact via e-mail, telephone,
                               correspondence etc. as and when.

Trade Unions                   The three Trade Unions recognised by the
                               Department: The Public & Commercial
                               Services Union (PCS), Prospect and FDA.
                               On most occasions consultation will take
                               place with the bodies established to
                               represent the Trade Unions’ collective view
                               (i.e. the Departmental and national business
                               Trade Union Sides)




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Purpose of the Strategy
2.1    This Trade Union consultation strategy has been designed to ensure that
       negotiation, consultation and the sharing of information between the Project
       and Trade Unions, where appropriate, conforms to the policies set out in the
       Department’s Framework for Effective Employee Relations. It should be read
       in conjunction with the DWP Change Lifecycle (CL) and the Project Timeline,
       Communications Strategy and Stakeholder Management Plan.

2.2    The strategy reflects the Department’s aim of working collaboratively with the
       Trade Unions to deliver the Government’s agenda for welfare reform and
       modernisation. The principles underpinning this approach are:

       (a)    That the relationship between the Department and its Trade Unions
              should be an effective and constructive one which recognises that the
              Trade Unions can make a valuable contribution to the Department’s
              success;

       (b)    That the relationship must be about how best to ensure that
              Government objectives are delivered, while reflecting union members’
              interests in that;

       (c)    That the Department and Trade Unions should support and enable
              managers to deliver the Government’s programme within clear
              standards and safeguards;

       (d)    That business between managers and the Trade Unions must             be
              conducted flexibly and informally with a minimum of bureaucracy;

       (e)    That managers must be the primary means of communicating to all
              staff, including union members;

       (f)    That the Employee Relations arrangements must be cost-effective.

2.3    In line with these principles this consultation strategy seeks to ensure:

       (a)    That the Trade Unions are given appropriate opportunities to feed into
              the Project and influence decision making at key stages through the
              Project’s lifetime;

       (b)    That the Trade Unions are kept informed of important developments
              throughout the lifetime of the Project;

       (c)    That, where appropriate, the widest possible range of stakeholder
              opinion is taken into account, including that of staff who choose to
              express opinions through their Trade Union representatives;


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       (d)    That emerging proposals are subjected to appropriate scrutiny;

       (e)    That processes and roles within the consultation strategy are clearly
              understood and consistency is achieved.

2.4   Underpinning these aims is an assumption that the pace of consultation will
      match the pace of change, and that the arrangements put in place to enable a
      dialogue with the Trade Unions will be efficient, cost effective (i.e. as informal
      and non-bureaucratic as possible) and adaptable.


Scope of Engagement with the Trade Unions

3.1    This section seeks to define the extent to which the Project will negotiate,
       consult or share information with national level Trade Unions in normal
       circumstances. (The detailed processes for doing this are outlined in section
       8). It also outlines the Project’s approach to managing deadlines, handling
       confidential information and arranging meetings.

Consultation

3.2    Where appropriate, the Project will seek a view from the Trade Unions (in
       addition to that of other stakeholders) and taking this into account before
       deciding the way forward. This approach aims to ensure that it:

       a)     Allows a debate to take place on decisions that affect staff;

       b)     Enables everyone to have a better understanding of the likely impact of
              the proposals;

       c)     Enables management to consider the merits of alternative solutions;

       d)     Allows improvements in the light of comments made;

       e)     Improves the quality of resulting decisions, in particular by ensuring
              they work in practice.

3.3    Consultation will normally be appropriate where there is scope for the Trade
       Unions to influence a decision or implementation of a decision, and:

       a) The proposal/decision is likely to change the working patterns or working
          conditions of staff to an extent that they or their Trade Union
          representatives would reasonably expect to be consulted in advance; or,

       b) Consultation could inform better policy/decision making, for example when
          there are a range of options for consideration or the views of practitioners


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              (via their representatives) would be helpful in determining whether a
              particular course of action was practicable.

3.4    The Project will ensure that consultation happens at such a time for Trade
       Union views to be properly taken into account and influence decision making.

Information sharing

3.5    In sharing information the Project will seek to ensure that the Trade Unions
       are kept up to date with significant developments throughout the lifetime of the
       Project so as to enable them to:

       a. Engage in informed dialogue with the Project;

       b. Keep union members up to date with developments;

       c. Deal competently with enquiries from union members.

Confidentiality

3.6    A relationship of mutual trust is necessary if the Project and Trade Unions are
       to have open and frank discussions. To help maintain this the Project will work
       with Trade Unions to help ensure both sides respect absolutely any
       restrictions placed on the dissemination of information.

3.7    The Project will not disclose to the Trade Unions any information marked
       ‘Restricted’, ‘Restricted commercial’ or similar, without seeking advice from
       the relevant business or corporate Employee Relations Team. In line with
       current policy, their advice will normally be that such information should not be
       disclosed. Where there is any doubt the final decision will be taken under
       advice from the Head of Corporate Employee Relations.

3.8    When any ‘Restricted’, ‘Restricted commercial’ or similarly marked information
       is disclosed to the Trade Unions, the protocols for handling such information
       (e.g. how widely it can be circulated) will be made clear in writing by the
       Project to the Trade Union Side.


3.9    Guidance and further information about the security of information can be
       obtained from the Departmental Security Office (see section 10 for contact
       details) or on the Departmental Security website of the Intranet.

Deadlines
3.10   The Project recognises the importance the Department places on meaningful
       consultation/exchange of information. Where appropriate, therefore, the


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       Project will give the Trade Unions appropriate early sight of
       information/opportunities to influence decision making.

3.12   In setting the deadlines the Project will, where possible, take into account the
       time the Trade Unions need to consult colleagues and/or union members
       about information/propositions and to formulate a formal response. This is 10
       working days minimum from receipt of the information. At the same time
       however, the Project will ensure that the project/business lifecycle milestones
       are met on time.

3.13   We expect these potentially conflicting objectives to be achieved by:

       (a)    The Trade Unions being provided with a copy of a timeline or project
              plan at the outset;

       (b)    Sufficient time for consultation being built into the plan at key stages
              (e.g. key business lifecycle events);

       (c)    The reason for truncating consultation being explained fully;

       (d)    The Trade Unions informing the Project if a deadline is unlikely to be
              achieved;

       (e)    Information passes between a single point of contact on either side to
              ensure deadlines are managed.

3.14   However, information exchange/consultation will not be allowed to delay
       unduly the implementation of decisions. The Project and the Trade Unions will
       seek to reach agreement, but ultimately management have the right to take
       and implement decisions.

Meetings

3.15   Well-focused meetings can be the most efficient and speedy way of dealing
       with employee relations business provided:

       a)     They are timely - i.e. the meetings timetable does not dictate the
              Project timetable or delay the resolution of problems;

       b)     They are held for specific purposes only - i.e. not just because they
              have been scheduled and regardless of whether there is anything
              sufficiently important to discuss;

       c)     They are not used primarily for passing information which can be
              relayed better by E-mail, letter, telephone etc.


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       d)     Attendance is restricted to the minimum number necessary and to the
              people best placed to discuss the issues - i.e. not necessarily the
              standard management or Trade Union side teams, some of which may
              not be needed for there to be full discussion; and,

       e)     They are run with the minimum bureaucracy - i.e. record keeping is the
              minimum necessary.

3.16   Meetings will not be arranged unless these criteria are met.


Records of meetings

3.17   It is important for the Project to have a shared understanding with the Trade
       Unions of positions reached or action points agreed in the course of meetings.
       The Project will circulate copies of agreed positions and action following each
       meeting.

Detailed Arrangements
4.1    This section describes the detailed approach and processes the Project will
       put in place to manage consultation and the sharing of information in
       accordance with the general principles outlined in Section 7. All information
       and correspondence will be routed through the single point of contact When
       dialogues will be required?

4.2    The Project will discuss and agree the nature of future dialogue requirements
       with the Trade Unions at the initial meeting with them. This agreement will
       form the basis of ongoing contact.

Issues appropriate for instigating dialogues

4.3    In line with paragraph 7.3, above, issues appropriate for instigating dialogues
       with Trade Unions will include:

       a)     The arrangements outlined in this strategy;

       b)     The project timetable;

       c)     The scope of the project; and

       d)     Emerging proposals, in particular those which could affect staff’s
              working patterns, working environment or working conditions. For
              example, proposals that will either impact on health and safety or
              require health and safety assessments (the Project will work pro-
              actively to ensure that in delivering ESA it will seek to ‘design-out’ risk


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              at the design and development stages, thus minimising risk and the
              associated health and safety impact as early as possible).

4.4    This list is not intended to be exhaustive.

Information to be shared with the Trade Unions

        )     In line with paragraph 7.5, above, the Project will share the following
              information:

       a)     The background to setting up the Project;

       b)     The Project’s terms of reference;

       c)     The Project’s organisational structure;

       d)     Routine progress made during the Project’s lifetime;

       e)     Changes to the Project’s timetable or plan;

       f)     The issuing of an invitation to tender, the tendering process or name of
              a successful external bidder;

       g)     Resources / staffing / recruitment data; and

       h)     Public announcements pending (but see paras. 7.6 to 7.9 on
              confidentiality).


4.6    This list is not intended to be exhaustive.

Methods of contact with the Trade Unions

4.7    The exact methods and frequency of contact will be discussed and agreed at
       the initial meeting to be held between the Trade Unions and the Project.

4.8    These are likely to include the Project providing regular updates on the
       Project’s progress and clarifying queries raised and providing more detail, as
       a result of information already provided to the Trade Unions. This will be done
       primarily by E-mail and all correspondence between the Trade Unions and the
       Project should be conducted via the Jobcentre Plus Employee Relations
       team.

4.9    The Trade Union will be able to raise issues with the Project (via the
       Jobcentre Plus Employee Relations team) initially by telephone, letter or E-
       mail, as appropriate so that they can be dealt with timeously.


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4.10   Meetings will be reserved to allow information to be explored, for consultation
       (i.e. when it is appropriate for a discussion about a proposition before a
       decision is taken), to clear up any misunderstandings or to resolve queries
       raised by the Trade Unions that cannot be dealt with any other way. The
       timing of scheduled formal and informal meetings will be discussed and
       agreed with the Trade Unions at the initial meeting between the Trade Unions
       and the Project.

4.11   The frequency of updates and meetings will be reviewed regularly to ensure
       this remains appropriate during the lifetime of the Project.

Single point of contact

4.12   All correspondence from or to the Project will be co-ordinated by Anne Donald
       in the Employee Relations team [telephone number: 0114 2596928; email:
       anne.donald@jobcentreplus.gsi.gov.uk].      All correspondence should be
       addressed to and be issued by this contact. In addition all correspondence
       and minutes of meetings will be circulated and logged by the Employee
       Relations team.

Arranging meetings

4.13   The amount of business requiring consultation is likely to necessitate half
       yearly formal meetings as a minimum (although this will be kept under review
       and meetings will be dictated by the weight of business). Informal meetings
       will be arranged as the need arises. These will be closed meetings between
       the Project, the Trade Union Side and Employee Relations and will be
       arranged by Anne Donald from the Employee Relations Team, who will
       provide secretariat support.

4.14   These meetings will usually be chaired by Lee Davis from the Project Team
       and, from time to time, by Phil Bartlett, Programme Director, or Sue Moore,
       Programme Manager. Tony Meehan will provide support to the Chair

Record keeping

4.15   Meetings will not be ‘minuted’ in the traditional style unless, exceptionally, the
       seriousness or complexities of the issues justifies the time taken to produce a
       near verbatim report. A simple note of the main points put across by either
       side, agreements reached and action points will be the ‘norm’ unless the
       leader of the Project’s consultation team decides otherwise.

Interdependencies with other Welfare Reform activity

5.1    The Project recognises that there are interdependencies with other elements
       of Welfare Reform activity proposed in the Green Paper ‘A new deal for

Version 2.1
                                      Page 38 of 40
       Jobcentre Plus Employment and Support Allowance Project
                         Restricted – Management


       welfare: Empowering people to work’. The Project will work with Trade Union
       Side and others in DWP who are delivering Welfare Reform to ensure that,
       where appropriate, contact and communication will be co-ordinated to ensure
       respective time and resources are used effectively.

Strategy Review

6.1    The effectiveness of this strategy will be kept under constant review. We will
       also aim to undertake a relatively formal review six months after it is put into
       effect. This will involve project managers and the Trade Unions commenting
       on whether the arrangements outlined in section 6 are working well, and, in
       particular, whether they are helping the Project meet the objectives outlined in
       paragraphs 6.1 – 6.3.




Version 2.1
                                     Page 39 of 40
       Jobcentre Plus Employment and Support Allowance Project
                         Restricted – Management



                                                                   Appendix 1

[High level project plan attached as a separate powerpoint file]




Version 2.1
                                     Page 40 of 40
ESA NEW & REPEAT CLAIMS - Referral at Week 4                                                         FINANCIAL YEAR

                                                                                                      Completed PCA
                            Customer          Support      Drop Out pre-   Scrutiny    Expected at     Examinations
  Year        Referrals   Questionnaires       Group          Exam         Outputs     Examination    (DNA Rate 17%)   WFHRA

2008/09        151,523        151,523          16,274         14,147          0           60,551           50,257      50,257
2009/10        472,816        472,816          50,782         44,146          0          377,889          313,648      313,648

2010/11        514,447        514,447          55,253         48,033          0          411,161          341,264      341,264
2011/12        534,197        534,197          57,374         49,877          0          426,946          354,365      354,365

2112/13        546,082        546,082          58,651         50,986          0          436,445          362,249      362,249
2113/14        555,112        555,112          59,620         51,829          0          443,662          368,240      368,240
2114/15        562,385        562,385          60,402         52,508          0          449,475          373,064      373,064

Note        Drop Out Rate is linear - equal number will drop out each week between referral and examination date

ESA RE-REFERRALS

                                                                                                      Completed PCA
                            Customer          Support      Drop Out pre-   Scrutiny    Expected at     Examinations
  Year        Referrals   Questionnaires       Group          Exam         Outputs     Examination    (DNA Rate 6%)    WFHRA

2008/09          461            461              46             0            233            91               86          0

2009/10        30,576          30,576          3,058            0           15,441        12,078           11,353        0
2010/11        125,650        125,650          12,565           0           63,453        49,632           46,654        0
2011/12        196,110        196,110          19,611           0           99,036        77,463           72,816        0

2112/13        249,323        249,323          24,932           0          125,908        98,483           92,574        0

2113/14        292,775        292,775          29,278           0          147,852       115,646          108,707        0
2114/15        329,822        329,822          32,982           0          166,560       130,280          122,463        0

IB LINKING CLAIMS

                                                                                                      Completed PCA
                            Customer                       Drop Out pre-   Scrutiny    Expected at     Examinations
  Year        Referrals   Questionnaires      Exempt          Exam         Outputs     Examination    (DNA Rate 17%)   WFHRA

2008/09        277,081        277,081            0              0           58,187       218,894          181,682        0

2009/10        35,493          35,493            0              0           7,454         28,040           23,273        0

2010/11        15,363          15,363            0              0           3,226         12,137           10,073        0

2011/12         7,928          7,928             0              0           1,665          6,263            5,198        0

2112/13         4,021          4,021             0              0            844           3,176            2,636        0

2113/14         2,036          2,036             0              0            428           1,608            1,335        0
2114/15          458            458              0              0             96            362             301          0

IB RE-REFERRALS

                                                                                                      Completed PCA
                            Customer                       Drop Out pre-   Scrutiny    Expected at     Examinations
  Year        Referrals   Questionnaires    Exempt (5%)       Exam         Outputs     Examination    (DNA Rate 6%)    WFHRA

2008/09        875,722        875,722          43,786           0          418,157       413,779          388,952        0

2009/10        784,613        784,613          39,231           0          374,653       370,730          348,486        0
2010/11        654,604        654,604          32,730           0          312,573       309,300          290,742        0

2011/12        562,522        562,522          28,126           0          268,604       265,792          249,844        0
2112/13        493,743        493,743          24,687           0          235,762       233,293          219,296        0
2113/14        436,949        436,949          21,847           0          208,643       206,458          194,071        0

2114/15        389,378        389,378          19,469           0          185,928       183,981          172,942        0

ALL ESA and IB PCA ACTIVITY

                                              Support
                            Customer          Group &      Drop Out pre-   Scrutiny    Expected at    Completed PCA
  Year        Referrals   Questionnaires      Exempt          Exam         Outputs     Examination     Examinations    WFHRA

2008/09       1,304,787      1,304,787         60,106         14,147       476,577       693,315          620,977      50,257

2009/10       1,323,499      1,323,499         93,070         44,146       397,547       788,736          696,760      313,648
2010/11       1,310,063      1,310,063        100,548         48,033       379,253       782,230          688,733      341,264

2011/12       1,300,757      1,300,757        105,111         49,877       369,305       776,464          682,223      354,365
2112/13       1,293,169      1,293,169        108,270         50,986       362,515       771,398          676,755      362,249
2113/14       1,286,872      1,286,872        110,745         51,829       356,922       767,375          672,353      368,240

2114/15       1,282,044      1,282,044        112,853         52,508       352,585       764,098          668,770      373,064


          ESA Planning\Volumes\Appendix 8\Financial WK 4
     Medical Services Contract Management Team –Estate Strategy




Medical Services Contract Management
                Team


                 Estate Strategy


                September 2007




                                              Page 1 of 16
            Medical Services Contract Management Team –Estate Strategy


ESTATE STRATEGY

SUMMARY

This report sets out the Medical Services estate strategy in response to the
requirements of the introduction of the Employment and Support Allowance.
It identifies the extent of the scale of the accommodation changes necessary
for successful implementation of the Employment and Support Allowance
(ESA) and proposes solutions both nationally and regionally. It also addresses
the actual actions necessary, proposed solutions and where applicable any
follow-on activity, support requirements or commercial arrangements.

KEY PERSONNEL

Title                   Estate Strategy
Author                  Helen Coates
Approved by             Michael Smith
Authorised by           Carol Carter

DOCUMENT STATUS HISTORY

Version    Date         Section                           Reason for update
  00a      24.05.07     MSCMT                             First Draft
  00b      25.05.07     MSCMT                             Internal Redraft
  00c      30.05.07     MSCMT                             Draft issued for review
                                                          by Key Stakeholders
  00d       20.08.07    MSCMT                             Revised in light of
                                                          changes to volumes
                                                          and WFHRA timing
  00e       07.09.07    MSCMT                             Revised in light of
                                                          DWP Estates
                                                          rationalisation
                                                          proposals.

DISTRIBUTION

Name                                           Area
Gary Sykes              JCP Finance Estates Strategy
Teresa McHugh           ESA Programme
Sue Byers               ESA Programme
IB Leads                JCP Regions
DWP Estates             Regional Estates
Nick Barry              Atos Origin




                                                     Page 2 of 16
           Medical Services Contract Management Team –Estate Strategy




1     BACKGROUND

1.1   On 24th January 2006 the Government published its Green paper ‘A
      new deal for welfare: Empowering people to work’ which sets out a
      range of proposals for a fundamental reform of the British welfare
      system. The Green Paper proposes a wide range of measures to deal
      effectively with social exclusion and poverty and builds on the success
      of Pathways to Work (PtW) and New Deals initiatives. Following a
      public consultation exercise amendments have been made to the
      proposals, these are documented in ‘A new deal for welfare:
      Empowering people to work Consultation Report’ published 24 June
      2006.

1.2   Central to the Welfare Reform agenda is the proposal for radical reform
      of Incapacity Benefit (IB) to create a climate of proactive support to
      assist customers back to work; promote a positive customer
      experience and the removal of some of the complexities around benefit
      administration.

1.3   Employment and Support Allowance (ESA) will replace Incapacity
      Benefit for new claims from 2008.

2     OVERVIEW OF CURRENT PCA MEDICAL TESTING PROCESS

2.1   Atos Origin is contracted to deliver Medical Services on behalf of the
      Department for Work and Pensions (DWP) from 1st September 2005
      for a period of seven years, with options to extend up to twelve years.

2.2   Approximately 2 million medical referrals are made annually, three-
      quarters of which are in relation to the Personal Capability Assessment
      (PCA).

2.3   Currently, it is not necessary to examine all Customers making New
      and Repeat Claims; 10-15% are in the exempt group and another 21%
      of referrals are cleared by Scrutiny (paper evidence). On average the
      PCA examination takes 38 minutes and over 500,000 customers are
      examined annually.

2.4   Where Customers are called for examination, there is a Contractual
      requirement that they must be able to reach an examination centre
      within 90 minutes using public transport. However there is a
      commitment to Minister that 90% of customers are able to reach an
      examination centre within 50 minutes.


3     ESA IMPACT ON MEDICAL RESOURCES AND THE ESTATE

3.1   Under ESA all customers making New and Repeat claims to ESA will
      initially require a face-to-face examination, except those in the Support

                                                    Page 3 of 16
            Medical Services Contract Management Team –Estate Strategy


      Group, which is expected to represent 10% of customers. It is
      therefore anticipated that these changes will result in the number of
      examination increasing to 750,000 per annum (50% increase).

3.2   The PCA for ESA is being revised to include more mental health
      questions and it is anticipated that the length of the revised PCA will
      increase by 5 minutes.

3.3   A further change is that Customer, except those in the Support Group;
      making New and Repeat claims to ESA will have a second examination
      named a Work Focused Health Related Assessment (WFHRA).

3.4   It is anticipated that the WFHRA will take approximately 30 minutes to
      complete and will be completed on the same day as the PCA and by
      the same Health Care Professional.

3.5   From 2009-10, the number of examinations being performed in Medical
      Examination Centres will increase to around 1.1 million.


4     CUSTOMER EXPERIENCE

4.1   The ESA Programme is designing processes to maximise the customer
      experience. Specific consideration is being given to how to create a
      positive experience for customers throughout the process, including
      attendance at a Medical Examination Centre (MEC).

4.2   A key consideration when developing the Estate Strategy has been
      managing the Customer Experience whilst recognising that under ESA
      there will be a requirement to examine Customers who would not have
      been examined under IB. Whilst domiciliary visits will be available to
      customers with the most severe mobility restrictions, customers with
      less severe mobility conditions will be called to a MEC, so due
      consideration has been given to accessibility in terms of location,
      disabled parking and the need for examination rooms on the ground
      floor, as it is Departmental Policy to examine people in rooms not on
      the ground floor only when the customer is able to egress the building
      unaided using the stairs.

4.3   The Estate Strategy is also taking the opportunity to address the
      handful of MECs that are not fully Disability Discrimination Act
      compliant and/or not suitable due to their location or their condition.

5     ESTABLISHING FUTURE ESTATES REQUIREMENTS

5.1   In order to establish the estate requirements for ESA, MSCMT
      baselined the existing estate in terms of size, number of examination
      rooms, location of examination rooms, location of the centre, Fit for
      Purpose in respect of the Customer Experience and DDA compliance.


                                                     Page 4 of 16
           Medical Services Contract Management Team –Estate Strategy


5.2   A detailed analysis was undertaken on the volume of IB examinations
      undertaken at each MEC and these figures were extrapolated to
      estimate the number of examinations that would take place following
      the introduction of ESA.

5.3   Having established which MECs did or did not have the capacity to
      manage the increased volumes resulting from ESA, MSCMT then
      undertook a consultative exercise involving JCP Finance Estates
      Strategy, Recipe Estates sub-Groups, JCP Operations and Atos Origin
      in the development of the proposed Estates Strategy for ESA.

5.4   Throughout the consultation exercise emphasis was placed upon the
      Customer Experience, to ensure that where alternative sites were
      under consideration, they were being proposed because they met the
      Fit for Purpose criteria and not just because there was empty space
      available.

5.5   MSCMT would like to record their appreciation to all those involved
      with the consultation exercise. Without their co-operation and detailed
      knowledge of the existing Medical Services estate and relocation
      options, it would not have been possible to develop the proposed
      Estate Strategy.

6     PROSPOSED STRATEGY

6.1   The current estate consists of 142 sites ranging from one-room
      examination centres to very large centres with 20 plus rooms. There
      are also a number of large administrative centres called Medical
      Services Centres (MSCs), many of which are co-located with the MEC.
      Two of the MSC’s (Newcastle and Cardiff) also contain Virtual Contact
      Centres for scheduling examination appointments.

6.2   The majority of the sites are on the DWP Estate, some are on Other
      Government Department Estates, some are Atos own properties and
      there are also a number of Casual Hires (generally a one room MEC).

6.3   In developing the Strategy, due consideration was given to minimising
      disruption and keeping costs to a minimum. Therefore, the options
      considered for each site, in order of preference were:

      a)    No change – ie sufficient capacity within to meet requirements of
            ESA and Fit for Purpose

      b)    Reconfigure existing demise – insufficient examination rooms;
            however, with some minor works additional examination rooms
            can be created and Fit for Purpose

      c)    Expand or relocate within existing site – no scope for increasing
            number of examination rooms within existing demise but
            additional space available. This also covers where expansion or

                                                    Page 5 of 16
           Medical Services Contract Management Team –Estate Strategy


            relocation is necessary for DDA compliance

      d)    Relocate – no scope to increase the number of examination
            rooms

6.4   The proposed approach for each site is detailed later within this
      document. Broadly this summarises into over 100 sites (Status
      GREEN) that are capable of meeting the requirements of ESA without
      any change, albeit this will necessitate examining customers with
      mobility difficulties in their own home (DVs) due to the lack of ground
      floor examination facilities.

6.5   A further 16 sites (Status AMBER) where it will be possible to re-
      configure the existing demise or increase the demise to create extra
      examination rooms and/or ensure DDA compliance

6.6   This leaves 19 sites (status RED) where it is necessary to relocate due
      to insufficient space or the site is subject to a Compulsory Purchase
      Order and a replacement site has yet to be found. Identification of
      replacement sites can not be finalised until the DWP CED Estates
      Rationalisation Strategy has been signed off. This is not expected to
      be signed-off until the end of 2007.

6.7   Where relocation is necessary, relocation within the DWP or Other
      Government Department estate is the preferred option. However,
      should no suitable accommodation be available Atos Healthcare will be
      asked to find the accommodation.

6.8   To mitigate the risk of there being no available space on the DWP
      Estate for the 18 sites currently having a RED status, Atos Healthcare
      will be instructed to search for a replacement site. This approach in
      itself carries the risk of nugatory search costs, should space
      subsequently become available on the DWP Estate; however, this risk
      is deemed acceptable and has been endorsed by DWP Estates.


7     COSTS

7.1   Included in the Welfare Reforms Business Case is an amount of
      funding to meet the one time and recurring costs associated with
      increasing the Medical Services Estate to meet the requirements of
      ESA.

7.2   Business cases for expenditure in respect of minor works, relocation
      and new builds will be completed by MSCMT and submitted to the ESA
      Programme Manager for approval. MSCMT will also advise JCP
      Finance, on the distribution of recurring costs.

8     NEXT STEPS


                                                    Page 6 of 16
                Medical Services Contract Management Team –Estate Strategy


8.1     MSCMT have initiated activity in connection with reconfiguration of
        existing sites. DWP Estates will do the detailed design in consultation
        with Land Securities Trillium and Atos Healthcare and any works will be
        undertaken out of hours to avoid any disruption to day-to-day business.

8.2     Work in respect of relocating sites to new sites will be dependent upon
        the timing of the replacement site becoming available. There are
        sensitivities around this issue because the availability of replacement
        sites is dependent upon the closure of JCP offices. This information is
        not currently in the public domain and is highly sensitive due to the fact
        that potential closures have not been made know to JCP staff.

8.3     The roles and responsibilities for MSCMT, Atos Healthcare and DWP
        CED Estates / LST are detailed in Appendix 1 of this document.




"National August 07
  Position v 2.xls"




                                                         Page 7 of 16
                                         Medical Services Contract Management Team –Estate Strategy


MEDICAL EXAMINATION CENTRES - ESA ESTATES STRATEGY

                                                                             Current ESA
MSC          GOR               MEC Name                  Tenancy                                      Shortfall   Action Reqiored to Meet ESA Requirements
                                                                             Rooms Rooms
Nottingham
             East Midlands     CHESTERFIELD              Prime Leasehold     4          4             0           None Required
EM
Nottingham
             East Midlands     LEICESTER                 Prime Leasehold     7          8             1           Reconfiguration – fallback position DVs
EM
Nottingham
             East Midlands     LINCOLN                   Prime Leasehold     4          4             0           None Required
EM
Nottingham                                               OGD Land
             East Midlands     NOTTINGHAM                                    8          8             0           None Required
EM                                                       Registry
Nottingham
             East of England   CAMBRIDGE                 PRIME               4          4             0           None Required – DVs as no ground floor rooms
EE
Nottingham
             East of England   IPSWICH                   Prime Leasehold     4          4             0           None Required
EE
Newcastle    North East        BERWICK                   Casual Hire         1          1             0           None Required – DVs as no ground floor rooms
Newcastle    North East        BISHOP AUCKLAND           Prime Freehold      3          3             0           None Required – DVs as no ground floor rooms
Newcastle    North East        DURHAM                    Prime Leasehold     4          4             0           None Required – DVs as no ground floor rooms
Newcastle    North East        HEXHAM                                        1          1             0           None Required – DVs as no ground floor rooms
Newcastle    North East        SUNDERLAND                Prime Leasehold     12         12            0           None Required – DVs as no ground floor rooms
Newcastle    North East        THORNABY                  Atos Origin Own     11         11            0           None Required – DVs as no ground floor rooms
Bootle       North West        BARROW                    Prime Leasehold     3          3             0           None Required
Manchester   North West        BOLTON                    Prime Leasehold     6          6             0           None Required
Bootle       North West        BOOTLE                    Prime Leasehold     11         11            0           None Required
Manchester   North West        BURNLEY                   Prime Leasehold     3          4             1           Reconfiguration of Existing Demise
Bootle       North West        CARLISLE                  Prime Leasehold     2          2             0           None required – DVs as no ground floor rooms
Bootle       North West        CHESTER                   Atos Origin Own     3          3             0           None Required
Bootle       North West        LANCASTER                 Prime Leasehold     2          2             0           None Required
Manchester   North West        Manchester                Mapeleys            16         22            6           Reconfiguration of existing space
                                                         (HMRC)
Bootle       North West        MANN ISLAND               Prime Leasehold     10         10            0           None Required
Bootle       North West        ST.HELENS                 Prime Freehold      4          4             0           None Required



                                                     Page 8 of 16
                                 Medical Services Contract Management Team –Estate Strategy


                                                                                                   Relocation, site identified, completion of Business
Manchester   North West   STOCKPORT              Prime Leasehold     2          4             2
                                                                                                   Case underway.
Manchester   North West   WIGAN                  Prime Freehold      4          4             0    None Required
Bootle       North West   WORKINGTON             Prime Leasehold     3          3             0    None Required
                                                                                                   Relocation to Ground Floor, discussions underway
Scotland     Scotland     ABERDEEN               OGD DTI             3          3             0
                                                                                                   with landlord
Scotland     Scotland     BANFF                  Casual Hire         2          2             0    None Required
Scotland     Scotland     BENBECULA              Casual Hire         1          1             0    None Required
Scotland     Scotland     CAMPBELTOWN            Casual Hire         1          1             0    None Required
Scotland     Scotland     DUMFRIES               Prime Freehold      2          2             0    None Required – DVs as no ground floor rooms
Scotland     Scotland     ELGIN                  Casual Hire         1          1             0    None Required
Scotland     Scotland     FORT WILLIAM           Casual Hire         1          1             0    None Required
Scotland     Scotland     GAIRLOCH               Casual Hire         1          1             0    None Required
Scotland     Scotland     GLASGOW A              Prime Leasehold     22         36            14   Reconfiguration, planning underway
Scotland     Scotland     GOLSPIE                Casual Hire         1          1             0    None Required
Scotland     Scotland     GREENOCK               Casual Hire         2          2             0    None Required
Scotland     Scotland     HAWICK                 Casual Hire         1          1             0    None Required
                                                 OGD Crown
Scotland     Scotland     INVERNESS                                  2          2             0    None Required – DVs as no ground floor rooms
                                                 Office
Scotland     Scotland     ISLAY                  Casual Hire         1          1             0    None Required
Scotland     Scotland     KIRKCALDY              Prime Freehold      4          4             0    None Required
Scotland     Scotland     KIRKWALL               Casual Hire         1          1             0    None Required
Scotland     Scotland     LERWICK                Casual Hire         1          1             0    None Required
Scotland     Scotland     NEWTON STEWART         Casual Hire         1          1             0    None Required
Scotland     Scotland     OBAN                   Casual Hire         1          1             0    None Required
Scotland     Scotland     PERTH                  Casual Hire         1          1             0    None Required
Scotland     Scotland     PORTREE                Casual Hire         1          1             0    None Required
Scotland     Scotland     STIRLING               Prime Leasehold     4          4             0    None Required
Scotland     Scotland     STORNOWAY              Casual Hire         1          1             0    None Required
Scotland     Scotland     STRANRAER              Casual Hire         1          1             0    None Required
Scotland     Scotland     THURSO                 Casual Hire         1          1             0    None Required
                          TOWNHEAD (poss
Scotland     Scotland                            Casual Hire         1          1             0    None Required
                          Montrose)
Scotland     Scotland     ULLAPOOL               Casual Hire         1          1             0    None Required


                                             Page 9 of 16
                                  Medical Services Contract Management Team –Estate Strategy


Scotland   Scotland     WICK                      Casual Hire         1          1             0   None Required
                                                  Mapeleys
Scotland   Scotland     YORK PLACE                                    9          9             0   None Required
                                                  (HMRC)
                                                                                                   None Required as capable of managing ESA
Croydon    South East   BRIGHTON                  Atos Origin Own     5          6             1   volumes until 2010. Position to be reviewed post
                                                                                                   go-live
Croydon    South East   CHATHAM                   Atos Origin Own     6          6             0   None Required
                                                                                                   None Required as capable of managing ESA
Croydon    South East   GUILDFORD                 Prime Leasehold     3          4             1   volumes until 2010. Position to be reviewed post
                                                                                                   go-live No current solution
Croydon    South East   NEWPORT (IOW)             Prime Freehold      1          1             0   None Required
Wembley    South East   OXFORD                    TBC                 3          3             0   None Required
                                                                                                   Relocation due to DDA issues; however fallback
Croydon    South East   PORTSMOUTH                Atos Origin Own     4          4             0
                                                                                                   position DVs
Croydon    South East   SOUTHAMPTON               Atos Origin Own     4          4             0   None Required – DVs as no ground floor rooms
Bristol    South West   BARNSTAPLE                Casual Hire         2          2             0   None required – DVs as no ground floor rooms
Bristol    South West   BOURNEMOUTH               Prime Leasehold     4          4             0   None Required – DVs as no ground floor rooms
Bristol    South West   EXETER                    Prime Leasehold     4          4             0   None Required
Bristol    South West   GLOUCESTER                Prime Leasehold     3          3             0   None Required – DVs as no ground floor rooms
Bristol    South West   HAYLE                     Casual Hire         1          1             0   None Required
                                                                                                   Relocation to surplus DWP space in Crownhill
Bristol    South West   PLYMOUTH                  Prime Leasehold     5          5             0   Court. No action by MSCMT. Costs will be met by
                                                                                                   DWP Ests.
Bristol    South West   SALISBURY                 Prime Freehold      2          2             0   None Required
                                                                                                   No action required to meet ESA, however
Bristol    South West   SWINDON                   Prime Freehold      3          3             0
                                                                                                   relocation being considered.
Bristol    South West   TAUNTON                   OGD DEFRA           2          2             0   Relocation, see Yeovil
Cardiff    Wales        ABERYSTWYTH               Prime Leasehold     1          1             0   None Required
                                                  Mapeleys
Cardiff    Wales        BANGOR                                        3          3             0   None Required
                                                  (HMRC)
                                                                                                   Relocation, potential site identified. No action by
Cardiff    Wales        BLAENAU FFESTINIOG        Casual Hire         1          1             0
                                                                                                   MSCMT
Cardiff    Wales        BRECON                    Casual Hire         1          1             0   None Required
Cardiff    Wales        BRIDGEND                  Prime Freehold      3          3             0   None Required
Cardiff    Wales        CARDIFF                   Prime Freehold      20         20            0   None Required


                                             Page 10 of 16
                                        Medical Services Contract Management Team –Estate Strategy


Cardiff      Wales           CARDIGAN                   Casual Hire         1          1             0   None Required
                                                                                                         Possible relocation due to DDA issues. However,
Cardiff      Wales           CARMARTHEN                 Atos Origin Own     2          2             0
                                                                                                         fallback to be managed by DV's.
Cardiff      Wales           COLWYN BAY                 PRIME               2          2             0   None Required
Cardiff      Wales           DOLGELLAU                  Casual Hire         1          1             0   None Required
Cardiff      Wales           HAVERFORDWEST              Casual Hire         1          1             0   None Required
Cardiff      Wales           LLANDRINDOD WELLS          Casual Hire         1          1             0   None Required
Cardiff      Wales           NEWPORT                    Prime Leasehold     3          4             1   Relocation, fallback DV's
Cardiff      Wales           NEWTOWN                    Casual Hire         1          1             0   None Required
                                                                                                         None Required - Capacity shortfall to be covered
Cardiff      Wales           PONTLLANFRAITH             Prime Freehold      3          4             1
                                                                                                         by Tredegar.
Cardiff      Wales           PWLLHELI                   Casual Hire         1          1             0   None Required
                                                                                                         Relocation due to DDA issues; however fallback
Cardiff      Wales           SWANSEA                    Prime Leasehold     8          8             0
                                                                                                         position DVs
             Wales           TREDEGAR                   Prime Leasehold     2          2             0   None Required
Cardiff      Wales           WREXHAM                    Prime Leasehold     5          5             0   None Required
Birmingham   West Midlands   COVENTRY                   Prime Freehold      7          7             0   None required – DVs as no ground floor rooms
                                                        Mapeleys
Birmingham   West Midlands   HEREFORD                                       3          3             0   None Required
                                                        (HMRC)
Birmingham   West Midlands   SHREWSBURY                 Prime Freehold      3          3             0   Relocation within existing site
Birmingham   West Midlands   STOKE                      Prime Leasehold     12         12            0   None Required
                                                                                                         Currently relocating - replacement site will be to
Birmingham   West Midlands   WOLVERHAMPTON              Prime Leasehold     9          12            3
                                                                                                         ESA requirements
Birmingham   West Midlands   WORCESTER                  Prime Leasehold     3          3             0   None Required
             Yorks &                                    Mapeleys
Leeds                        BARNSLEY                                       7          7             0   None Required
             Humber                                     (HMRC)
             Yorks &
Leeds                        DONCASTER                  Prime Leasehold     8          8             0   None Required
             Humber
             Yorks &
Leeds                        GRIMSBY                    Prime Freehold      3          3             0   None Required
             Humber
             Yorks &
Leeds                        HALIFAX                    Prime Freehold      4          4             0   None Required
             Humber
             Yorks &                                    Mapeleys
Leeds                        HUDDERSFIELD                                   4          4             0   None Required
             Humber                                     (HMRC)
Leeds        Yorks &         KEIGHLEY                   Prime Leasehold     2          2             0   None Required

                                                   Page 11 of 16
                                         Medical Services Contract Management Team –Estate Strategy


             Humber
             Yorks &
Leeds                          LEEDS                     Prime Freehold      8          8             0   None Required
             Humber
             Yorks &
Leeds                          PONTEFRACT                PRIME               5          5             0   None Required
             Humber
             Yorks &
Leeds                          SCARBOROUGH               Prime Leasehold     2          2             0   None Required
             Humber
             Yorks &
Leeds                          SHEFFIELD                 Prime Leasehold     12         12            0   None Required
             Humber
Nottingham
             East Midlands     MANSFIELD                 Prime Leasehold     6          6             0   Relocation due to customer experience issues.
EM
Nottingham                                               Mapeleys
             East of England   KINGS LYNN                                    2          2             0   Relocation due to DDA issues only
EE                                                       (HMRC)
Nottingham                                                                                                Potential relocation as part of the London strategy.
             East of England   LUTON                     Prime Leasehold     7          7             0
EE                                                                                                        Current site sufficient for ESA
Nottingham                                                                                                Expand to provide ground floor examination room.
             East of England   NORWICH                   Prime Leasehold     5          5             1
EE                                                                                                        Possible relocation to Kiln House
Nottingham
             East of England   PETERBOROUGH              Prime Leasehold     3          4             1   Reconfiguration
EE
Nottingham
             East of England   SOUTHEND                  Prime Leasehold     5          6             2   Reconfiguration
EE
                                                                                                          Expansion within existing site to accommodate
                                                                                                          Examination Rooms and larger Virtual Contact
Newcastle    North East        NEWCASTLE                 Prime Leasehold     17         20            3
                                                                                                          Centre. AHC instructed to enter into negotiations
                                                                                                          with LST to secure direct lease
                                                                                                          Possible relocation to ground floor, meeting
Bootle       North West        BIRKENHEAD                Prime Leasehold     3          4             1
                                                                                                          arranged. Site identified
Bootle       North West        BLACKPOOL                 Prime Freehold      3          4             1   Reconfiguration of Existing Demise
                                                                                                          Relocation due to DDA issues. Site has been
Scotland     Scotland          DUNDEE                    Prime Freehold      4          4             0
                                                                                                          identified, await confirmation DWP Ests.
Croydon      South East        AYLESBURY                 Prime Leasehold     5          5             0   Relocation. Responsibility of LST
Croydon      South East        CANTERBURY                Prime Freehold      4          6             2   Reconfiguration.
                                                                                                          Shortfall will be met by new site in Western Super
Bristol      South West        BRISTOL                   Prime Freehold      6          8             2
                                                                                                          Mare or Bath.


                                                    Page 12 of 16
                                         Medical Services Contract Management Team –Estate Strategy


Bristol      South West        LAUNCESTON                Casual Hire         1          1             0    Relocation due to DDA issues only
Birmingham   West Midlands     BIRMINGHAM                Prime Leasehold     15         20            5    Reconfiguration of Existing Demise
             Yorks &                                     Mapeleys
Leeds                          YORK                                          3          3             0    Relocation due to DDA issues only
             Humber                                      (HMRC)
Nottingham                                                                                                 Relocation due to redevelopment of site. LST
             East Midlands     BOSTON                    Prime Leasehold     2          2             0
EM                                                                                                         responsibility
Nottingham                                                                                                 Relocation, formal request to be raised for new
             East Midlands     DERBY                     Prime Freehold      5          7             2
EM                                                                                                         site
Nottingham
             East Midlands     NORTHAMPTON               Prime Leasehold     4          4             0    Relocation as unsuitable. LST responsibility.
EM
Nottingham
             East of England   COLCHESTER                Prime Freehold      2          3             1    Relocation
EE
Wembley      London            EALING                    Prime Freehold      4          8             4    3 New Builds Planned for London
Wembley      London            MARYLEBONE                Prime               17         32            15   3 New Builds Planned for London
Wembley      London            ROMFORD                   Atos Origin Own     10         12            2    3 New Builds Planned for London

Wembley      London            WIMBLEDON                 Prime Leasehold     4          7             3    3 New Builds Planned for London

                                                                                                           Relocation as Compulsory Purchase Order. LST
Bootle       North West        CREWE                     Prime Leasehold     3          3             0
                                                                                                           responsibility
                                                                                                           Possible relocation to either Cop Lane, Elizabeth
Manchester   North West        PRESTON                   Prime Leasehold     6          7             1
                                                                                                           or Duchy Hse.
Bootle       North West        WARRINGTON                Prime Leasehold     3          4             1    Relocation or expansion a possibility
                                                         Mapeleys                                          Relocation. Awaiting confirmation of an identified
Scotland     Scotland          AYR                                           3          5             2
                                                         (HMRC)                                            site.
Croydon      South East        CROYDON                   Atos Origin Own     10         14            4    3 New Builds Planned for London
                                                         Mapeleys
Croydon      South East        READING                                       3          5             2    Relocation
                                                         (HMRC)
                                                                                                           Relocation larger site needed no alternatives
Croydon      South East        ST LEONARDS               Prime Leasehold     2          3             1
                                                                                                           identified
                                                                                                           Relocation, alternative site identified. AHC
Bristol      South West        YEOVIL                    Prime Leasehold     1          2             1
                                                                                                           inspecting.
                                                                                                           Relocation larger site needed no alternatives
Cardiff      Wales             PONTYPRIDD                Prime Leasehold     4          6             2
                                                                                                           identified



                                                    Page 13 of 16
                         Medical Services Contract Management Team –Estate Strategy


        Yorks &                                                                           Relocation, search underway for new site by AHC.
Leeds             BRADFORD               Casual Hire         4          6             2
        Humber                                                                            No action by MSCMT
        Yorks &                                                                           Site being redeveloped, LST responsble for finding
Leeds             HULL                   Prime Freehold      4          5             1
        Humber                                                                            replacement site




                                    Page 14 of 16
            Medical Services Contract Management Team –Estate Strategy




                                 APPENDIX 1


                       ROLES AND RESPONSIBILITIES



RECONFIGURATION

•   DWP Estates assess the requirements with the AHC site manager.
•   Authorisation for alteration issued by MSCMT giving Cost Centre and
    Business Unit Reference.
•   DWP Estates Appoint a Project Manager.
•   DWP Estates Issue Capex Project Approval Record (CPAR) authorised
    by MSCMT and LST.
•   DWP Estates initiate a pre-start meeting with LST and AHC (MSCMT on
    request).
•   DWP Estates Project Manager instructs LST to draft floor plans and
    assess indicative costs.
•   DWP Estates and AHC site manager confirm design.
•   Project Manager confirms design and confirms costs are appropriate to
    MSCMT
•   MSCMT Confirms authorisation of initial costings to DWP Estates who
    sign off the CPAR.
•   DWP Estates / LST Negotiate with Landlord for acceptance and
    authorisation of Design.
•   DWP Estates issue Capital Expenditure Request (CAPEX) requesting
    detailed final costings.
•   DWP Estates submit CAPEX costings to MSCMT.
•   Business Case completed by MSCMT and submitted to the ESA Project
    Board for authorisation.
•   MSCMT completes Requisition Form PUR2 Authorisation signed by the
    Contract Manager.
•   MSCMT advise and approve final cost with DWP Estates.
•   DWP Estates Project Manager instructs LST to commence the work
    order.
•   DWP Estates Manager ensures work is completed to specification.
•   LST submit invoice for payment via DWP Estates.
•   MSCMT Finance Team arrange invoice payment to appropriate Cost
    Centre.




                                                Page 15 of 16
            Medical Services Contract Management Team –Estate Strategy


RELOCATION

•   Stakeholders (AHC Site Manager DWP Estates and LST) identified and
    consulted by MSCMT.
•   MSCMT Instruct DWP Estates to issue an Additional Property Enquiry to
    request LST for search of suitable premises.
•   Suitable site(s) identified by LST.
•   DWP Estates arrange site visit with AHC and or LST.
•   New site is agreed by AHC.
•   Authorisation from MSCMT to DWP Estates to progress by e mail or
    letter.
•   DWP Estates instruct LST to enter negotiations with Landlord.
•   DWP Estates instruct LST to draft floor plans with architects.
•   DWP Estates appoint a Project Manager.
•   DWP Estates liaise with LST regarding Lease negotiations and obtain
    rough costing order.
•   Costing submitted to MSCMT.
•   Business Case completed by MSCMT and submitted to the ESA Project
    Board for authorisation.
•   Authorisation given by MSCMT to DWP Estates.
•   LST Lease negotiations and Facilities price progressed by DWP Estates
    Project Manager.
•   DWP Estates Manager progress work and Lease to completion.
•   Date arranged with stakeholders to occupy premises and arrangements
    for the payment of facilities price.
•   Final Invoice submitted to MSCMT.
•   MSCMT Finance Team arrange invoice payment to appropriate Cost
    Centre.




                                                Page 16 of 16
ACCOMMODATION COSTS                                                           APPENDIX 10



                                                                Acquisition
                                                   Examinaiton
                                                               Costs (Search                 Running
REGION            SITE          Occupancy             Room                   Fit Out costs
                                                                Fees, Legal                   Costs
                                                  Requirements
                                                                 Fees etc)


East Midlands     BOSTON        Prime Leasehold         2

East Midlands     DERBY         Prime Freehold          7

East Midlands     NORTHAMPTON   Prime Leasehold         4

East of England   COLCHESTER    Prime Freehold          3

London            EALING        Prime Freehold          8

London            MARYLEBONE    Prime                  32

London            ROMFORD       Atos Origin Own        12

London            WIMBLEDON     Prime Leasehold         7

North West        CREWE         Prime Leasehold         3

North West        PRESTON       Prime Leasehold         7

North West        WARRINGTON    Prime Leasehold         4

Scotland          AYR           Mapeleys (HMRC)         5

South East        CROYDON       Atos Origin Own        14

South East        READING       Mapeleys (HMRC)         5

South East        ST LEONARDS   Prime Leasehold         3

South West        YEOVIL        Prime Leasehold         2

Wales             PONTYPRIDD    Prime Leasehold         6

Yorks & Humber    BRADFORD      Casual Hire             6

Yorks & Humber    HULL          Prime Freehold          5
                                                   Total Costs       £0            £0          £0
Medical Services Agreement                                        Commercially Confidential




                               THE SECRETARY OF STATE FOR

                                    WORK AND PENSIONS



                                           - and -



                             ATOS ORIGIN IT SERVICES UK LIMITED




                               MEDICAL SERVICES AGREEMENT




                                         Bird & Bird
                                        90 Fetter Lane
                                     London EC4A 1JP
                                   Ref: HRS/PYS/DEPSS-31

                                     Tel: 020 7415 6000
                                     Fax: 020 7415 6111
                                     www.twobirds.com




Clauses Final Version                                                        15 March 2005
Medical Services Agreement                                                                                   Commercially Confidential


                                                      TABLE OF CONTENTS

1.      INTRODUCTION......................................................................................................................10

1.1     Interpretations ..........................................................................................................................10

1.2     Severability...............................................................................................................................11

1.3     Governing Law and Jurisdiction...............................................................................................11

1.4     Entire Agreement .....................................................................................................................11

1.5     Relationship of the Parties .......................................................................................................11

1.6     Co-operation ............................................................................................................................11

1.7     Scope of Agreement ................................................................................................................11

1.8     Subcontractors .........................................................................................................................12

1.9     Representation by the CONTRACTOR ...................................................................................12

2.      PROVISION OF SERVICES ....................................................................................................12

2.1     Provision of Basic Services......................................................................................................12

2.2     Provision of Optional Services .................................................................................................12

2.3     Provision of Additional Services...............................................................................................13

2.4     Service Specification................................................................................................................13

2.5     Service Levels..........................................................................................................................13

3.      PROVISION OF PROPERTIES...............................................................................................13

3.1     Introduction ..............................................................................................................................13

3.2     Transferring Properties’ Lease Costs ......................................................................................14

3.3     Transfer of AUTHORITY Properties ........................................................................................14

3.4     Transfer of OGD Properties .....................................................................................................14

3.5     Site Services at OGD Properties .............................................................................................15

3.6     Relocation in Special Circumstances.......................................................................................15

3.7     Transferring Properties and the Change Control Procedure ...................................................16

3.8     CONTRACTOR Default ...........................................................................................................17

3.9     Service Disruption due to Relocation.......................................................................................17

3.10    Warranties by the AUTHORITY ...............................................................................................17

3.11    Warranties by the CONTRACTOR ..........................................................................................17

3.12    Use of Transferring Properties for services to other Customers..............................................18

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3.13    Scottish Properties ...................................................................................................................18

4.      PROVISION OF ASSETS AND INTELLECTUAL PROPERTY RIGHTS ................................18

4.1     Introduction ..............................................................................................................................18

4.2     Transfer of Assets ....................................................................................................................18

4.3     Title and Risk ...........................................................................................................................19

4.4     Warranties by the AUTHORITY ...............................................................................................19

4.5     Use of Assets for services to Other Customers .......................................................................19

4.6     Indemnities by the AUTHORITY ..............................................................................................19

4.7     AUTHORITY Software .............................................................................................................20

4.8     AUTHORITY Third Party Software ..........................................................................................20

4.9     CONTRACTOR Software.........................................................................................................21

4.10    CONTRACTOR Third Party Software......................................................................................22

4.11    Specially Written Software .......................................................................................................22

4.12    Deposited Software..................................................................................................................23

4.13    Documentation .........................................................................................................................24

4.14    AUTHORITY Forms and Consumables ...................................................................................24

4.15    AUTHORITY Data....................................................................................................................24

4.16    Licences on Expiry or Termination of the Agreement..............................................................25

5.      PROVISION OF PERSONNEL................................................................................................26

5.1     Introduction ..............................................................................................................................26

5.2     Application of the Transfer Regulations ..................................................................................26

5.3     CONTRACTOR Obligations.....................................................................................................26

5.4     Charges Change Request .......................................................................................................26

5.5     Indemnities by the AUTHORITY ..............................................................................................27

5.6     Indemnities by the CONTRACTOR .........................................................................................27

5.7     Indemnities – General ..............................................................................................................28

5.8     Information and Consultation ...................................................................................................28

5.9     Guidance ..................................................................................................................................28

5.10    Pensions ..................................................................................................................................28

6.      CHARGES, PRICES AND OTHER FINANCIAL PROVISIONS ..............................................29

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6.1     Charges to the AUTHORITY....................................................................................................29

6.2     Charges to the CONTRACTOR ...............................................................................................30

6.3     Compensation for Break Option...............................................................................................31

6.4     Payment ...................................................................................................................................31

6.5     VAT ..........................................................................................................................................32

6.6     Most Favoured Customer.........................................................................................................32

6.7     Maintaining Price Competitiveness..........................................................................................33

6.8     Benefit Sharing.........................................................................................................................34

6.9     Competitive Procurement.........................................................................................................35

6.10    Profit Sharing ...........................................................................................................................35

7.      TRANSITION ...........................................................................................................................36

7.1     Provision of the Detailed Transition Plan .................................................................................36

7.2     Approval of the Detailed Transition Plan..................................................................................36

7.3     Transition Services...................................................................................................................36

7.4     Transition Review Process ......................................................................................................37

7.5     Failure to Comply with the Detailed Transition Plan ................................................................38

7.6     Work in Progress......................................................................................................................38

8.      CONTRACT MANAGEMENT ..................................................................................................38

8.1     Contract Management..............................................................................................................38

8.2     Provision of Information ...........................................................................................................38

8.3     Communications ......................................................................................................................39

8.4     Amendments to the Agreement ...............................................................................................39

8.5     Transfer and Subcontracting....................................................................................................40

8.6     Time .........................................................................................................................................42

8.7     Security ....................................................................................................................................42

8.8     Personnel .................................................................................................................................44

8.9     Health & Safety Hazards..........................................................................................................45

8.10    AUTHORITY Responsibilities ..................................................................................................45

8.11    Further Assurance....................................................................................................................45

8.12    Provision of Information relating to Claimants .........................................................................46

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8.13    Consent....................................................................................................................................46

9.      WARRANTIES AND STANDARDS .........................................................................................46

9.1     Provision of Services................................................................................................................46

9.2     EMU .........................................................................................................................................46

9.3     Title and Non-Infringement of IPRs..........................................................................................47

9.4     Statements and Representations.............................................................................................47

9.5     Standards and Policies ............................................................................................................47

9.6     Authority and Approval.............................................................................................................48

9.7     Exclusion of Warranties ...........................................................................................................49

10.     REMEDIES AND LIABILITIES.................................................................................................49

10.1    Audit Access ............................................................................................................................49

10.2    Open Book Accounts ...............................................................................................................51

10.3    Service Credits and Liquidated Damages................................................................................51

10.4    Additional Resources ...............................................................................................................52

10.5    Non-conforming Services.........................................................................................................52

10.6    Recovery of Sums Due ............................................................................................................52

10.7    IPR Indemnity...........................................................................................................................52

10.8    General Indemnity....................................................................................................................54

10.9    Remedies Cumulative ..............................................................................................................55

10.10   Waiver ......................................................................................................................................55

10.11   Limits of Liability.......................................................................................................................55

10.12   Force Majeure ..........................................................................................................................56

10.13   Loss of Data .............................................................................................................................57

10.14   Alternative Dispute Resolution.................................................................................................57

10.15   Step In Action...........................................................................................................................58

11.     TERM AND TERMINATION.....................................................................................................60

11.1    Term .........................................................................................................................................60

11.2    Break Option ............................................................................................................................61

11.3    Grounds for Early Termination.................................................................................................61

11.4    Breach ......................................................................................................................................63

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11.5    Retender Procedures ...............................................................................................................63

11.6    Rights and Obligations on Termination or Expiry ....................................................................63

11.7    Accrued Rights and Remedies ................................................................................................64

11.8    Survival of Obligations .............................................................................................................64

11.9    Partial Termination of Services ................................................................................................64

12.     MISCELLANEOUS...................................................................................................................65

12.1    Corrupt Gifts.............................................................................................................................65

12.2    Discrimination...........................................................................................................................66

12.3    Official Secrets Act...................................................................................................................66

12.4    Government Property...............................................................................................................66

12.5    Confidentiality...........................................................................................................................67

12.6    Protection of Personal Data, Freedom of Information and Social Security Administration Act69

12.7    Publicity....................................................................................................................................70

12.8    Insurance .................................................................................................................................71

12.9    Guarantee ................................................................................................................................71

12.10   Rights of Third Parties..............................................................................................................71




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Schedules                                                                                  Clause Reference



1.       Definitions                                                                                    1.1.1.1

2.       Statement of Service Requirements                                                                  1.7

3.       Proposal                                                                                           1.7

4.       Service Descriptions                                                                               1.7

5.       Service Levels                                                                                     2.5

6.       Assets Used to Provide the Services                                                                  4

7.       Transition Services                                                                                  7

8.       Transformation Services                                                                          2.1.4

9.       NOT USED

10.      Properties Used to Provide the Services                                                              3

11.      Use of AUTHORITY services                                                                          6.8

12.      Charging                                                                                             6

13.      Invoicing Procedures                                                                                 6

14.      NOT USED

15.      Retender Provisions                                                                               11.5

16.      Contract Management Procedures                                                                     8.1

17.      Addresses for Communication                                                                        8.3

18.      Approved Subcontractors                                                                            1.8

19.      Change Control Procedures                                                                          8.4

20.      Security Requirements                                                                              8.7

21.      Key Personnel                                                                                    8.8.2

22.      AUTHORITY Responsibilities                                                                        8.10

23.      Standards and Policies                                                                           8.5.7

24.      NOT USED

25.      Service Credits and Liquidated Damages                                                            10.3

26.      Termination     Services    and    MSA     Transition                                             11.6
         Agreement


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27.      Parent Company Guarantee                                                                          12.9

28.      Documentation Used to Provide the Services                                                        4.13

29.      AUTHORITY Forms                                                                                   4.14

30.      Pilot Services                                                                                   2.1.2

31.      Optional Services                                                                                  2.2

32.      Secondment Terms                                                                                 8.8.4

33.      Business Continuity and Disaster Recovery                                                        2.1.6
         Services




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THIS AGREEMENT is made the 15 March 2005

BETWEEN:

(1)      THE SECRETARY OF STATE FOR WORK AND PENSIONS (“the AUTHORITY”); and

(2)      ATOS ORIGIN IT SERVICES UK LIMITED a company incorporated in England and Wales
         under registration number 01245534, whose registered office is at 4 Triton Square, London
         NW1 3HG (“the CONTRACTOR”).

WHEREAS:

(a)      On 10 September 2003 the AUTHORITY placed an advertisement in the Official Journal of
         European Communities for the supply of services;

(b)      By the required deadline the CONTRACTOR responded to that advert and expressed an
         interest in supplying the services;

(c)      On 21 October 2003 the AUTHORITY issued the Questionnaire and the CONTRACTOR
         responded to that Questionnaire by the required deadline;

(d)      On 12 January 2004 the AUTHORITY issued the Operational Requirements (“the OR”) to
         potential service providers (including the CONTRACTOR) setting out the requirements for the
         provision of certain services to the AUTHORITY;

(e)      On 1 March 2004 the AUTHORITY issued the Statement of Service Requirements (“the
         SSR”) to potential service providers (including the CONTRACTOR) setting out the
         requirements for the provision of Services to the AUTHORITY;

(f)      On 25 May 2004 the AUTHORITY issued a Revised Statement of Service Requirements (“the
         Revised SSR”) to potential service providers (including the CONTRACTOR) setting out
         revised requirements for the provision of Services to the AUTHORITY;

(g)      The CONTRACTOR submitted the Proposal by the required deadline in response to the
         Revised SSR and submitted a Final Proposal on 2 August 2004;

(h)      The AUTHORITY then invited potential service providers (including the CONTRACTOR) to
         engage in further discussions in connection with their respective Proposals and the
         AUTHORITY’s needs for the provision of the required services and accordingly such
         discussions took place;

(i)      On 19 October 2004 the AUTHORITY invited potential service providers (including the
         CONTRACTOR) to submit Best and Final Offers in respect of the provision of the required
         services;

(j)      The CONTRACTOR submitted a Best and Final Offer in respect of the provision of the
         required services on 29 November 2004;

(k)      On 17 December 2004 the AUTHORITY invited potential service providers (including the
         CONTRACTOR) to submit revised Best and Final Offers in respect of the provision of the
         required services;

(l)      The CONTRACTOR submitted a revised Best and Final Offer in respect of the provision of
         the required services on 4 January 2005, as clarified by subsequent discussions relating
         thereto;

(m)      During the period 11 March 2004 to 24 November 2004, the CONTRACTOR was afforded full
         access to the AUTHORITY’S relevant properties and assets and successfully carried out all
         due diligence exercises and/or performance audits sufficient in relation to such properties and
         assets to ensure that it shall be able to meet its obligations as set out in this Agreement;
 ________________________________________________________________________________________________________________

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(n)     On the basis of the CONTRACTOR’s Proposal as further amplified by the above-referenced
        discussions and on the basis of the CONTRACTOR’s revised Best and Final Offer, the
        AUTHORITY has selected the CONTRACTOR to provide the required services and the
        CONTRACTOR undertakes to supply the same on the terms set out below;

NOW THEREFORE IT IS HEREBY AGREED as follows:

1.      INTRODUCTION

1.1       Interpretations

        1.1.1                 As used in this Agreement:

                   1.1.1.1         the terms and expressions set out in Schedule 1 shall have
                              the meanings ascribed therein;

                   1.1.1.2          the masculine includes the feminine and the neuter and person
                              shall mean corporation, partnership, firm, unincorporated association and
                              natural person; and

                   1.1.1.3           the singular includes the plural and vice versa.

        1.1.2                A reference to any statute, enactment, order, regulation or other similar
                   instrument shall be construed as a reference to the statute, enactment, order,
                   regulation or instrument as amended by any subsequent statute, enactment, order,
                   regulation or instrument or as contained in any subsequent re-enactment thereof.

        1.1.3                 Headings are included in this Agreement for ease of reference only and
                   shall not affect the interpretation or construction of this Agreement.

        1.1.4                References in this Agreement to Recitals, Clauses, Parts, Sub-clauses
                   and Schedules are, unless otherwise provided, references to the recitals, clauses,
                   parts, sub-clauses and schedules of this Agreement.

        1.1.5                 In the event and to the extent only of any conflict or inconsistency
                   between:

                   1.1.5.1          the provisions of the Clauses and Schedule 1 and the provisions of
                              the Schedules (other than Schedule 1), the provisions of the Clauses and
                              Schedule 1 shall prevail;

                   1.1.5.2          the provisions of the Schedules (other than Schedule 1), the
                              provisions of Schedules 2 and 4 shall prevail over those of all other
                              Schedules (other than Schedule 1);

                   1.1.5.3          the provisions of Schedules 3, 7 and 8 and any other Schedule, the
                              other Schedule shall prevail;

                   1.1.5.4         the provisions of this Agreement and the provisions of any
                              document referred to or referenced herein, the provisions of this
                              Agreement shall prevail; and

                   1.1.5.5          the provisions of this Agreement and the provisions of any
                              document agreed by the parties or submitted by the CONTRACTOR and
                              approved by the AUTHORITY subsequent to the date hereof, the
                              provisions of this Agreement shall prevail unless amended in accordance
                              with Clause 8.4.

        1.1.6                 The party receiving the benefit of an indemnity under this Agreement
                   shall use its reasonable endeavours to mitigate its loss covered by the indemnity.
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        1.1.7                The CONTRACTOR acknowledges that OGDs may receive the Services
                   and the term “AUTHORITY” shall be construed (except in this Sub-Clause 1.1.7) to
                   include OGDs where appropriate in this Agreement. Such OGDs shall be entitled to
                   receive the benefit of the Services, but shall not be entitled to enforce their rights
                   under the Services, inasmuch this Agreement shall only be enforceable by the
                   AUTHORITY, acting on its own behalf and/or on behalf of the OGDs.

1.2       Severability

        If any provision of this Agreement is held invalid, illegal or unenforceable for any reason by
        any court of competent jurisdiction, such provision shall be severed and the remainder of the
        provisions hereof shall continue in full force and effect as if this Agreement had been
        executed with the invalid, illegal or unenforceable provision eliminated. In the event of a
        holding of invalidity so fundamental as to prevent the accomplishment of the purpose of this
        Agreement, the AUTHORITY and the CONTRACTOR shall immediately commence good
        faith negotiations to remedy such invalidity. However, if the AUTHORITY and the
        CONTRACTOR fail to complete such negotiations within a reasonable period of time, this
        Agreement shall terminate without further liability to either party.

1.3       Governing Law and Jurisdiction

        1.3.1                This Agreement shall be considered as a contract made in England and
                   according to English law, and shall be subject to the exclusive jurisdiction of the
                   English courts, to which the parties hereby submit.

        1.3.2                This Agreement is binding on the AUTHORITY and its successors and
                   permitted assignees and on the CONTRACTOR and its successors and permitted
                   assignees.

1.4       Entire Agreement

        This Agreement together with the MSA Transition Agreement and all the Property
        Agreements, constitutes the entire agreement between the parties relating to the subject
        matter of this Agreement and, save as may be expressly referred to or referenced herein,
        supersedes all prior representations, agreements, negotiations or understandings with
        respect thereto, whether oral or in writing, except in respect of any fraudulent
        misrepresentation made by either party.

1.5       Relationship of the Parties

        The parties acknowledge and agree that this Agreement shall not constitute,
        create or otherwise give effect to a joint venture or a partnership of any kind and neither party
        shall have the right to bind the other without the other’s prior written consent.

1.6       Co-operation

        In the provision of the Services the CONTRACTOR shall co-operate with the AUTHORITY
        and any other relevant contractors engaged by the AUTHORITY to provide services relevant
        to this Agreement.

1.7       Scope of Agreement

        The CONTRACTOR shall be responsible for meeting the requirements specified in Schedule
        2 (Statement of Service Requirements) in the manner specified in Schedule 3 (Proposal) by
        providing the Services more particularly described in Schedule 4 (Service Descriptions), in the
        Service Specification agreed pursuant to Clause 2.4 and in accordance with all other
        applicable provisions of this Agreement.




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1.8       Subcontractors

        1.8.1                The CONTRACTOR shall remain primarily responsible for the acts and
                   omissions of its Subcontractors as though they were its own and shall procure that
                   its Subcontractors comply with all applicable provisions of this Agreement.

        1.8.2                 For the avoidance of doubt, the CONTRACTOR’s Subcontractors shall
                   include the Fee Paid Registered Medical Practitioners subject to the AUTHORITY
                   having the right to approve and/or appoint those Fee Paid Registered Medical
                   Practitioners in accordance with the procedure set out in Schedule 4.

1.9       Representation by the CONTRACTOR

        The CONTRACTOR hereby represents that it has been given the opportunity to satisfy itself
        as to all matters concerning the suitability of any Assets or software provided by the
        AUTHORITY pursuant to this Agreement for the provision of the Services in accordance with
        this Agreement and that it has so satisfied itself of such suitability.

2.      PROVISION OF SERVICES

2.1       Provision of Basic Services

        2.1.1                 The CONTRACTOR shall perform the Basic Services specified in
                   Schedule 4 and Schedule 33 in accordance with all other applicable provisions
                   hereof. The CONTRACTOR shall provide the Basic Services from the Cutover Date
                   and shall, subject to the termination provisions herein, continue to provide the Basic
                   Services during the term of this Agreement.

        2.1.2                The CONTRACTOR shall perform the Pilot Services specified in
                   Schedule 30 in accordance with all other applicable provisions hereof. The
                   CONTRACTOR shall provide the Pilot Services from the Cutover Date and shall,
                   subject to the termination provisions herein, continue to provide the Pilot Services
                   unless such Pilot Services are terminated by the AUTHORITY on twenty (20)
                   Working Days written notice to the CONTRACTOR (or such other period as the
                   parties may agree or may be specified in Schedule 30).

        2.1.3                The CONTRACTOR shall perform the Transition Services specified in
                   Schedule 7 in accordance with all other applicable provisions hereof. The
                   CONTRACTOR shall provide the Transition Services from the date of execution
                   hereof and for the duration of the Transition Period.

        2.1.4                The CONTRACTOR shall perform the Transformation Services specified
                   in Schedule 8 in accordance with all other applicable provisions hereof. The
                   CONTRACTOR shall provide the Transformation Services from the date of
                   execution hereof in accordance with the Transformation Plan.

        2.1.5               The CONTRACTOR shall perform the Termination Services specified in
                   Schedule 26 in accordance with the MSA Transition Agreement appended thereto.

        2.1.6               The CONTRACTOR shall perform the Business Continuity and Disaster
                   Recovery Services as specified in Schedule 33 on the occurrence of an Incident.

2.2       Provision of Optional Services

        2.2.1                The AUTHORITY shall have the option, exercisable on twenty (20)
                   Working Days written notice to the CONTRACTOR (or such other period as the
                   parties may agree or may be specified in Schedule 31) of obtaining all or any of the
                   Optional Services specified in Schedule 31.


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        2.2.2                 The CONTRACTOR shall commence delivery of such Optional Services
                   on expiry of such notice. Such Optional Services shall be performed in accordance
                   with all applicable provisions of this Agreement.

2.3       Provision of Additional Services

        The CONTRACTOR undertakes to perform at any time during the term of this Agreement
        such Additional Services as may be agreed by it and the AUTHORITY pursuant to the
        Change Control Procedure. Such Additional Services shall be performed in accordance with
        all applicable provisions of this Agreement.

2.4       Service Specification

        2.4.1                 The CONTRACTOR shall develop a Service Specification in co-operation
                   with the AUTHORITY in accordance with Transition Plan.                 The Service
                   Specification shall be designed to specify the Basic Services and Optional Services
                   and the method for delivery of them in a manner consistent with, but at a lower level
                   of detail than, the Service Descriptions in Schedule 4 and shall be based on the
                   Proposal detailed in Schedule 3 and all other appropriate provisions of this
                   Agreement.

        2.4.2                The Service Specification developed pursuant to Clause 2.4.1 shall be
                   subject to approval by the AUTHORITY, such approval not to be unreasonably
                   withheld or delayed. Once approved, the Service Specification may not be
                   amended except with the agreement of both parties in accordance with the Change
                   Control Procedure.

        2.4.3                For the avoidance of doubt, and without limitation to the generality of
                   Clause 1.1.5.4, the AUTHORITY’s co-operation in developing and approval of the
                   Service Specification pursuant to Clauses 2.4.1 and 2.4.2 shall not relieve the
                   CONTRACTOR of the overriding obligation to meet the requirements specified in
                   Schedule 2 (Statement of Service Requirements) and all other applicable
                   provisions of this Agreement unless otherwise agreed in writing by the
                   AUTHORITY.

2.5       Service Levels

        Following the Cutover Date, and subject to the provisions of Schedule 5, the CONTRACTOR
        shall provide the Basic Services and thereafter shall continue to provide the Basic Services
        and any Optional Services required by the AUTHORITY pursuant to Clause 2.2 or Additional
        Services agreed by the parties pursuant to Clause 2.3 in accordance with the Service Levels
        applicable thereto.

3.      PROVISION OF PROPERTIES

3.1       Introduction

        3.1.1                Subject to Clause 6.2 (and related provisions contained in this Clause 3),
                   the CONTRACTOR shall be responsible for providing at its own cost and expense
                   all of the accommodation necessary to perform the Services in accordance
                   herewith. For these purposes the CONTRACTOR may (but shall not be required to)
                   use the Transferring Properties subject to the further provisions of this Clause 3
                   and to any conditions or constraints imposed on the AUTHORITY or any OGD by
                   any superior landlord or superior interest in the Transferring Properties (or third
                   party to whom an OGD has outsourced the management of its property portfolio)
                   which prevent the use of the Transferring Properties by the CONTRACTOR.

        3.1.2              Where the CONTRACTOR provides its own accommodation for
                   purposes of performing the Services, the CONTRACTOR shall inform the
                   AUTHORITY of the address of such accommodation and all other relevant details
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                   thereof as may be reasonably requested by the AUTHORITY and shall ensure that
                   such accommodation shall be fit for the purpose of providing the Services in
                   accordance with all applicable provisions hereof.

3.2       Transferring Properties’ Lease Costs

        Subject to the provisions of Clause 6.2, the CONTRACTOR shall bear any costs due under
        the provisions of the relevant Property Agreement or otherwise relating to the occupation by
        the CONTRACTOR of Transferring Properties unless such costs were attributable to the
        period prior to the Cutover Date.

3.3       Transfer of AUTHORITY Properties

        3.3.1                 In relation to the AUTHORITY Properties which the CONTRACTOR
                   chooses to use pursuant to Clause 3.1 with effect from the Cutover Date or with
                   effect from such date as any consents as are required to be lawfully granted are
                   received (whichever is the later), the AUTHORITY shall grant            and the
                   CONTRACTOR shall accept a Sublease in form set out in Schedule 10 which will
                   include the relevant Site Services Schedule set out in Appendix 5 to Schedule 10
                   with such amendments as are necessary to evidence the Parties, the rent term and
                   other conditions applying to each specific Transferring Property.

        3.3.2                 In a situation where the AUTHORITY holds a Transferring Property under
                   a lease permitting a subletting with the consent of the superior landlord but a
                   licence to underlet or other relevant consent required for such subletting to lawfully
                   proceed has not been obtained by the AUTHORITY on or before the Cutover Date,
                   the AUTHORITY shall grant and the CONTRACTOR shall accept a Tenancy at Will
                   in respect of such AUTHORITY Property.

        3.3.3                 The AUTHORITY shall use its reasonable endeavours to obtain a licence
                   to underlet from each relevant superior landlord prior to the Cutover Date but shall
                   not be obliged to incur any expenditure in order to obtain such consent other than
                   the payment of the superior landlord’s proper and reasonable legal and surveyors’
                   costs (and shall not (for the avoidance of doubt) be obliged to pay a premium to any
                   superior landlord) and shall not be obliged to seek a declaration from the Court that
                   such consent is being unreasonably withheld or delayed or be required to act as
                   guarantor of the CONTRACTOR’s obligations in the Sublease.

        3.3.4                 The CONTRACTOR shall provide without undue delay all references and
                   information, financial and otherwise, as are reasonably requested by any superior
                   landlords of the relevant Transferring Properties in support of the AUTHORITY’s
                   application for a licence to underlet and the CONTRACTOR shall execute a licence
                   to underlet in such form as the relevant superior landlord may require. If any
                   superior landlord acting reasonably in the opinion of the AUTHORITY properly
                   requests that the CONTRACTOR procures a suitable surety then the
                   CONTRACTOR shall use its reasonable endeavours to comply with such request.

3.4       Transfer of OGD Properties

        3.4.1                In relation to the OGD Properties the AUTHORITY shall use its
                   reasonable endeavours (which will not include incurring the payment of any
                   premiums or other expense other than the payment of the reasonable and proper
                   legal and surveyors’ costs and expenses incurred by that OGD) to procure that the
                   relevant OGD shall

                   3.4.1.1          permit the CONTRACTOR to occupy with effect from the Cutover
                                   Date the OGD Properties; and




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                   3.4.1.2           subject to the provision of Clause 3.6 below enter into a lease or
                                   sublease with the CONTRACTOR in such form as the relevant OGD
                                   Property may require.

        3.4.2               For the avoidance of doubt the CONTRACTOR shall in respect of each of
                   the OGD Properties, with effect from the Cutover Date or (if later) with effect from
                   such date as any consents as are requisite for the relevant document to be lawfully
                   entered into are received from the OGD’s landlord, enter into such form of
                   document as is required by the relevant OGD to evidence the terms of the
                   CONTRACTOR’s occupation.

        3.4.3                 In relation to any application by an OGD for a licence to underlet in
                   relation to any OGD Property the CONTRACTOR shall provide without undue delay
                   all references and information, financial and otherwise, as are reasonably
                   requested by any superior landlords of the relevant OGD Properties in support of
                   the OGD’s application for a licence to underlet and the CONTRACTOR shall
                   execute a licence to underlet in such form as the relevant superior landlord may
                   require. If any superior landlord acting reasonably in the opinion of the OGD
                   properly requests that the CONTRACTOR procures a suitable surety then the
                   CONTRACTOR shall use its reasonable endeavours to comply with such request.

3.5       Site Services at OGD Properties

        When the CONTRACTOR enters into a Property Agreement or other documentation to
        evidence the terms of its occupation of an OGD Property if the AUTHORITY so requires, the
        AUTHORITY and the CONTRACTOR shall at the same time enter into a Services Deed
        PROVIDED THAT (i) the AUTHORITY shall not be obliged to provide any services which will
        be provided to the CONTRACTOR by the relevant OGD or third party to whom the OGD has
        outsourced its property management under the terms of the CONTRACTOR’s occupation of
        the relevant OGD Property and (ii) the cost of the Core Services incurred by the
        CONTRACTOR shall be invoiced to the AUTHORITY in accordance with Paragraph 3.4 of
        Schedule 13.

3.6       Relocation in Special Circumstances

        3.6.1               The provisions of this Clause 3.6 shall apply if any one or more of the
                   circumstances referred to in Clauses 3.6.1.1 to 3.6.1.4 occur:

                   3.6.1.1          by the Cutover Date the AUTHORITY or an OGD has not been
                                able to grant to the CONTRACTOR a Tenancy at Will or other
                                permission to occupy in respect of a Transferring Property; or

                   3.6.1.2          a Tenancy at Will or other permission to occupy in respect of a
                                Transferring Property is terminated other than as the result of an act or
                                default of the Contractor or the grant of a Sublease; or

                   3.6.1.3          the determination of a Short Sublease (as defined below in Clause
                                3.6.5) other than as a result of an act or default of the CONTRACTOR;
                                or

                   3.6.1.4         the terms of any lease sublease required by any OGD in
                                accordance with Clause 3.4.1.2 contains obligations upon the
                                CONTRACTOR which are more onerous than those contained in the
                                Property Agreement set out Appendix 4 of Schedule 10.

        3.6.2                The CONTRACTOR shall (without prejudice to its obligations contained
                   in this Agreement relating to the provision of the Services) immediately consider
                   whether it is able to provide the relevant Services from any other property which it
                   then occupies (and shall use reasonable endeavours to do so) and shall inform the
                   AUTHORITY as soon as reasonably practicable whether it is able to provide the
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                   relevant Services from such property together with any additional costs                   of
                   providing such accommodation.

        3.6.3                The AUTHORITY shall consider the proposal from the CONTRACTOR
                   provided pursuant to Clause 3.6.2 and shall either:

                   3.6.3.1          request that the CONTRACTOR provides the Services from the
                                other properties specified in its proposal; or

                   3.6.3.2          use reasonable endeavours to procure that the PRIME Contractor,
                                under the terms of the PRIME Agreement, shall provide alternative
                                premises to the AUTHORITY (known as the “Alternative Premises” for
                                the purposes of this Clause 3.7 and Clause 3.8) in accordance with the
                                PRIME Agreement for occupation by the CONTRACTOR for the
                                purpose of carrying out the Services.

        3.6.4                For the avoidance of doubt, the CONTRACTOR shall not refuse to enter
                   into the documents in respect of the Alternative Premises referred to in Clause
                   3.6.3.2.

        3.6.5                 For the purposes of this Clause 3 the term “Short Sublease” shall mean a
                   Sublease which is granted for a term shorter than the term of this Agreement as a
                   result only of (a) the remainder of the term of the lease under which the relevant
                   Transferring Property is held by the AUTHORITY or an OGD being shorter than the
                   term of this Agreement or (b) the requirement of the AUTHORITY or an OGD that
                   the term of such Sublease is shorter than the term of this Agreement.

3.7       Transferring Properties and the Change Control Procedure

        3.7.1               If the AUTHORITY in relation to any Transferring Properties referred to in
                   Clause 3.7. is unable to procure that the PRIME Contractor provides Alternative
                   Premises, then:

                   3.7.1.1         the AUTHORITY shall have no further liability to the
                                CONTRACTOR in relation to such Transferring Property and shall be
                                under no obligation to provide alternative accommodation for the
                                CONTRACTOR;

                   3.7.1.2          the CONTRACTOR shall at its own cost and expense search for a
                                suitable alternative property in order to allow the CONTRACTOR to
                                perform its obligations under this Agreement (known as the “New
                                Property” for the purposes of this Clause 3.8);

                   3.7.1.3          the CONTRACTOR shall procure that the charges payable for the
                                New Property (including, without prejudice to the generality of the
                                foregoing, rent and any service charge payable) shall be fair and
                                reasonable;

                   3.7.1.4          conditional upon the AUTHORITY approving (such approval not to
                                be unreasonably withheld or delayed) charges payable and other terms
                                of occupation in respect of the New Property and subject to Clause
                                3.1.3, the CONTRACTOR or the AUTHORITY shall be entitled to
                                invoke the Change Control Procedure and the CONTRACTOR shall
                                enter into the necessary documentation (and the CONTRACTOR is to
                                use reasonable endeavours to ensure that such documentation
                                contains obligations upon the CONTRACTOR which are no more
                                onerous than those contained in the Property Agreements set out in
                                Appendix 4 of Schedule 10) to procure the occupation of the New
                                Property by the CONTRACTOR in order for the CONTRACTOR to
                                perform its obligations under this Agreement.
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        3.7.2                 For the avoidance of doubt, only those charges for the New Property that
                   relate to that part of the New Property from which the CONTRACTOR delivers the
                   Services will be charged to the AUTHORITY under the Fixed Charges as described
                   in Schedule 12.

3.8       CONTRACTOR Default

        3.8.1            Upon the termination of a Sublease resulting from the act or default of the
                   CONTRACTOR then:

                   3.8.1.1          the AUTHORITY shall (a) have no further liability to the
                                CONTRACTOR in relation to such property and (b) be under no
                                obligation to provide alternative accommodation for the
                                CONTRACTOR; and

                   3.8.1.2           the Contractor shall be responsible at its own cost and expense for
                                finding alternative accommodation to enable it to perform the Services
                                in accordance with the terms of this Agreement and shall not be
                                permitted to recover the cost of such alternative accommodation either
                                as a Fixed Charge or a Notifiable Cost.

3.9       Service Disruption due to Relocation

        3.9.1                If the CONTRACTOR is relocated by the AUTHORITY to alternative
                   premises under the terms of the Property Agreements granted by the AUTHORITY
                   and the CONTRACTOR does not meet the Service Levels as a direct result of such
                   relocation the AUTHORITY shall waive the application of Service Credits to the
                   extent that it deems in its reasonable discretion fair for the period of disruption
                   caused by the relocation.

        3.9.2                Notwithstanding the provisions of Clause 3.9.1 above, the
                   CONTRACTOR shall in such circumstances use all reasonable endeavours to
                   perform, or resume performance of, the Services to the Service Levels specified in
                   Schedule 5 as soon as practicable.

3.10      Warranties by the AUTHORITY

        The AUTHORITY does not provide any warranties or representations in relation to the
        Transferring Properties or other properties and except as expressly stated in this Agreement,
        all warranties, representations, assurances, undertakings and conditions by the AUTHORITY
        in relation to the Transferring Properties or other properties (including without limitation,
        warranties and conditions as to title, quiet enjoyment, fitness for purpose and description)
        whether express or implied by statute, common law or otherwise, are hereby excluded to the
        extent permitted by law.

3.11      Warranties by the CONTRACTOR

        3.11.1                The CONTRACTOR hereby warrants and represents that:

                   3.11.1.1          it has been given the opportunity to inspect and carry out surveys
                              and other relevant investigations at Transferring Properties and to satisfy
                              itself as to all matters concerning the suitability of the Transferring
                              Properties and OGD Properties for the provision of the Services in
                              accordance with this Agreement and that it has so satisfied itself;

                   3.11.1.2          the accommodation from which the Services are to be provided
                              shall be fit for the purposes of providing the Services.




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3.12      Use of Transferring Properties for services to other Customers

        Subject to the prior written approval of the AUTHORITY but not otherwise, the CONTRACTOR shall be
        entitled in the case of Transferring Properties held by the AUTHORITY under a lease so allowing to use
        or exploit such Transferring Properties in the provision of services to any third party customer, provided
        that such use or exploitation does not adversely affect the provision of the Services to the AUTHORITY
        in accordance herewith. In the event that a change to the requirement results in an increased volume of
        work in those sites where the CONTRACTOR is also delivering services to third party customers, the
        CONTRACTOR shall acknowledge that delivery of services under this Agreement shall prevail. For the
        avoidance of doubt, where such a situation occurs, any costs which accrue to the CONTRACTOR can
        continue to provide services to third party customers shall be borne entirely by the CONTRACTOR.

3.13      Scottish Properties

        With effect from the Cutover Date or (if later) with effect from such date as any consents as are requisite
        for the relevant Property Agreement to be lawfully granted are received, the AUTHORITY shall grant
        (and shall use its reasonable endeavours to procure that any OGD shall grant) and the CONTRACTOR
        shall accept the relevant Property Agreement in respect of the Transferring Properties located in
        Scotland modified to give effect to Scottish Law.

4.      PROVISION OF ASSETS AND INTELLECTUAL PROPERTY RIGHTS

        ASSETS

4.1       Introduction

        4.1.1                 The CONTRACTOR shall be responsible for providing at its own cost and
                   expense all the assets necessary to perform the Services in accordance herewith.

        4.1.2                 Where the CONTRACTOR replaces any of the Assets or introduces additional
                   assets or where it uses assets other than the Assets in the provision of the Services to the
                   AUTHORITY it shall ensure that all such replacement, additional assets or other assets are
                   of a standard which is at least industry standard and are fit for the purpose of providing the
                   Services and remain fit for such purpose for the term of the Agreement unless and until such
                   assets are themselves replaced in accordance with this Agreement.

        4.1.3                The CONTRACTOR shall not use any IT assets other than those detailed
                   in Schedules 6 in the provision of the Services and shall be responsible for
                   maintaining Schedule 6 in line with any changes to the Assets used. For the
                   avoidance of doubt any change to Schedule 6 (including to reflect any removal,
                   replacement or addition of IT assets) shall be subject to the process outlined in the
                   Service Specification but shall not entitle the CONTRACTOR to any variation of the
                   Charges.

        4.1.4               The CONTRACTOR shall provide the AUTHORITY with an updated copy
                   of Schedule 6:

                   4.1.4.1            on each anniversary of the Cutover Date; and/or

                   4.1.4.2         within fifteen (15) Working Days of any request to do so by the
                               AUTHORITY; and/or

                   4.1.4.3          within fifteen (15) Working Days of any notice to terminate this
                               Agreement or twelve (12) Months prior to expiry of this Agreement.

4.2       Transfer of Assets

        The parties do not anticipate that there will be any transfer of Assets from the AUTHORITY to
        the CONTRACTOR at the Cutover Date; however the provisions of Clauses 4.3, 4.4 and 4.6
        below shall apply to any future transfer of assets from the AUTHORITY to the CONTRACTOR
        during the term of this Agreement.

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4.3       Title and Risk

        Title and risk in any Assets transferred from the AUTHORITY to the CONTRACTOR shall
        pass to the CONTRACTOR on the date of such transfer.

4.4       Warranties by the AUTHORITY

        4.4.1              For any Assets transferred from the AUTHORITY to the CONTRACTOR,
                   the AUTHORITY shall warrant and represent to the CONTRACTOR as follows:

                   4.4.1.1          no consents or agreements of third parties are required for the
                              transfer of any Asset to the CONTRACTOR;

                   4.4.1.2          each of the Assets is (or will be at the date upon which title in such
                              Asset is to be transferred hereunder) owned legally and beneficially by
                              the AUTHORITY or the AUTHORITY will be able to procure its sale to the
                              CONTRACTOR free from any third party right, option, right to acquire,
                              mortgage, charge, pledge, lien or other form of security or encumbrance
                              or equity other than:

                              (a) provisions in contracts for the purchase of goods providing for the
                                    retention of title by the seller pending payment as detailed in
                                    Schedule 6 (if any); and

                              (b) Assets which are held under Equipment Leases as detailed in
                                   Schedule 6;

                   4.4.1.3           except to the extent to which any of the Assets is subject to matters
                              set out in Clause 4.4.1.2(a) and/or Clause 4.4.1.2(b), the AUTHORITY
                              shall undertake to procure the sale of such Assets free from the third
                              party right;

                   4.4.1.4         each of the Assets capable of possession is in the possession of
                              the AUTHORITY or subject to its control; and

                   4.4.1.5          with respect to the AUTHORITY Software, Use of the AUTHORITY
                              Software by the CONTRACTOR or its Subcontractors in the provision of
                              the Services shall not infringe any third party’s Intellectual Property
                              Rights provided that no warranty is given with respect to any Use outside
                              the provision of the Services.

4.5       Use of Assets for services to Other Customers

        4.5.1                 The AUTHORITY hereby approves the use or exploitation of the Shared
                   Use Assets for the benefit of any third party customer provided that such use or
                   exploitation does not adversely affect the provision of the Services to the
                   AUTHORITY in accordance herewith.

        4.5.2                 The CONTRACTOR shall not be entitled to use or exploit any Sole Use
                   Assets for the benefit of third parties unless the AUTHORITY consents in
                   accordance with the provisions of Clause 6.8.2 and provided that such use or
                   exploitation does not adversely affect the provision of the Services to the
                   AUTHORITY in accordance herewith.

4.6       Indemnities by the AUTHORITY

        The AUTHORITY shall indemnify and hold harmless the CONTRACTOR from and against all
        claims, actions, costs, expenses (including reasonable legal fees) and demands arising out of
        or in connection with any liabilities of the AUTHORITY under the Equipment Leases, the
        AUTHORITY Third Party Software, the AUTHORITY Software, the AUTHORITY Data, the
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        Third Party Agreements or otherwise with respect to any Assets transferred from the
        AUTHORITY to the CONTRACTOR which accrued or arose from facts existing during the
        period prior to the date of transfer.

INTELLECTUAL PROPERTY RIGHTS

4.7       AUTHORITY Software

        4.7.1                 Ownership of all Intellectual Property Rights in the AUTHORITY Software
                   shall remain with the AUTHORITY and the CONTRACTOR shall not acquire title to
                   the Intellectual Property Rights in the AUTHORITY Software.

        4.7.2                Any modifications to any AUTHORITY Software shall be considered to be
                   Specially Written Software.

        4.7.3                The AUTHORITY hereby grants to the CONTRACTOR and the
                   CONTRACTOR hereby accepts a non-exclusive, royalty-free, non-transferable
                   licence for the duration of this Agreement solely for the performance of this
                   Agreement:

                   4.7.3.1          to Use, copy and modify the AUTHORITY Software (including any
                              modifications or enhancements thereof) identified in Appendix 4 of
                              Schedule 6 as being subject to this Clause 4.7.3.1; and

                   4.7.3.2          to Use the AUTHORITY Software (including any modifications or
                              enhancements thereof) identified in Appendix 6 of Schedule 6 as being
                              subject to this Clause 4.7.3.2 .

        4.7.4                  The licences granted hereunder to the CONTRACTOR shall inure to the
                   benefit of its Subcontractors solely for the purposes of providing the Services.

        4.7.5                  The AUTHORITY shall have exclusive ownership of and hereby reserves
                   all Intellectual Property Rights which may subsist in its own technology, information,
                   data, know how, ideas, designs, software, inventions, documentation and all other
                   tangible and intangible items of the AUTHORITY which exist as at the date of this
                   Agreement or are otherwise outside the scope of this Agreement.

        4.7.6               The CONTRACTOR shall not be entitled to use or exploit the
                   AUTHORITY Software for the benefit of third parties unless the AUTHORITY
                   consents to such use or exploitation in accordance with the provisions of Clause
                   6.8.2.

4.8       AUTHORITY Third Party Software

        4.8.1                 The CONTRACTOR shall not acquire title to the Intellectual Property
                   Rights in the AUTHORITY Third Party Software which is supplied hereunder.

        4.8.2                The AUTHORITY shall, in respect of the AUTHORITY Third Party
                   Software, grant to the CONTRACTOR or procure that the licensor of the
                   AUTHORITY Third Party Software grants to the CONTRACTOR, the benefit of the
                   right to Use such AUTHORITY Third Party Software under the relevant licence
                   agreement between the AUTHORITY and such licensor listed in Appendix 4 of
                   Schedule 6.

        4.8.3                  The licences granted to the CONTRACTOR hereunder shall inure to the
                   benefit of its Subcontractors solely for the purposes of providing the Services.

        4.8.4                 The CONTRACTOR shall be responsible for the cost and expense of
                   procuring the use of the AUTHORITY Third Party Software for the purposes of
                   providing the Services.
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        4.8.5                 Where, in respect of AUTHORITY Third Party Software, a licence fee has
                   been paid by the AUTHORITY to the relevant licensor which relates to any period
                   after the Cutover Date, the CONTRACTOR shall reimburse the AUTHORITY on the
                   Cutover Date for that part of the licence fee which relates to such period.

4.9       CONTRACTOR Software

        4.9.1                  Ownership of all Intellectual Property Rights in the CONTRACTOR
                   Software shall remain with the CONTRACTOR and the AUTHORITY shall not
                   acquire title to the Intellectual Property Rights in the CONTRACTOR Software. The
                   CONTRACTOR shall retain all Intellectual Property Rights in any modifications or
                   enhancements to the CONTRACTOR Software.

        4.9.2                 The CONTRACTOR hereby grants to the AUTHORITY a non-exclusive,
                   royalty free, non-transferable and irrevocable licence to Use the CONTRACTOR
                   Software for the purposes of receiving the Services during the term of this
                   Agreement.

        4.9.3                 The CONTRACTOR acknowledges that certain CONTRACTOR Software
                   is essential to the provision of the Services and as such shall be either:

                   4.9.3.1           specified in Schedule 6; or

                   4.9.3.2           agreed by the parties via the Change Control Procedures,

                   as being Essential Contractor Software.

        4.9.4                 During the term of the Agreement the CONTRACTOR shall provide the
                   AUTHORITY with a non-exclusive, royalty fee, non-transferable and irrevocable
                   licence to Use, copy and modify the Essential CONTRACTOR Software to the
                   extent necessary to enable the AUTHORITY to receive the benefit of the Services.
                   Following the expiry or early termination of this Agreement, the CONTRACTOR
                   shall provide a licence to the Authority for the Essential CONTRACTOR Software in
                   accordance with Clause 4.16.2.

        4.9.5                 For the avoidance of doubt, any newly-created Software (excluding any
                   modifications or enhancements to the CONTRACTOR Software) which is proposed
                   by the CONTRACTOR and which is, following agreement in accordance with the
                   Change Control Procedures, developed by the CONTRACTOR (or its employees,
                   agents or subcontractors) during the term of this Agreement for the benefit of the
                   AUTHORITY and other customers of the CONTRACTOR shall be deemed to be
                   Essential CONTRACTOR Software unless otherwise agreed by the parties.

        4.9.6                The AUTHORITY shall be entitled to engage a third party to Use the
                   CONTRACTOR Software to the extent that it is necessary to enable the
                   AUTHORITY to receive the benefit of the Services subject to and in accordance
                   with this Agreement on behalf of the AUTHORITY provided that such third party
                   shall have entered into a confidentiality undertaking substantially in the form as set
                   out in Clause 12.5 for the benefit of the CONTRACTOR and any of its
                   Subcontractors.

        4.9.7                 The CONTRACTOR (and including where appropriate, its
                   Subcontractors) shall have exclusive ownership of and hereby reserves all
                   Intellectual Property Rights which may subsist in its own technology, information,
                   data, know how, ideas, designs, software, inventions, documentation and all other
                   tangible and intangible items of the CONTRACTOR (or Subcontractor) which exist
                   as at the date of this Agreement or are otherwise outside the scope of this
                   Agreement.



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        4.9.8                Nothing in this Agreement shall prevent the CONTRACTOR or any of its
                   Subcontractors from using data processing techniques, ideas and know-how
                   gained during the performance of this Agreement in the furtherance of its normal
                   business to the extent that it does not relate to a disclosure of Confidential
                   Information of the AUTHORITY or any infringement by the CONTRACTOR or its
                   Subcontractors of any Intellectual Property Rights of the AUTHORITY.

4.10      CONTRACTOR Third Party Software

        4.10.1              The AUTHORITY shall not acquire title to the Intellectual Property Rights
                   in any CONTRACTOR Third Party Software which is supplied hereunder.

        4.10.2                The CONTRACTOR shall, in respect of any CONTRACTOR Third Party
                   Software provided by the CONTRACTOR and necessary for the receipt of the
                   Services, grant to the AUTHORITY, or shall procure that the licensor of the
                   CONTRACTOR Third Party Software grants to the AUTHORITY, the benefit of the
                   right to Use such CONTRACTOR Third Party Software for the purposes of the
                   receipt of the Services.

        4.10.3               For the avoidance of doubt, the CONTRACTOR shall be responsible for
                   the cost and expense of procuring the Use of the CONTRACTOR Third Party
                   Software for the purposes of providing the Services.

        4.10.4                 The CONTRACTOR shall procure that the AUTHORITY be entitled to
                   engage a third party to Use the CONTRACTOR Third Party Software to the extent
                   that it is necessary to enable the AUTHORITY to receive the benefit of the Services
                   subject to and in accordance with this Agreement on behalf of the AUTHORITY
                   provided that such third party shall have entered into a confidentiality undertaking
                   for the benefit of the CONTRACTOR or its relevant Subcontractors substantially in
                   the form set out in Clause 12.5.

4.11      Specially Written Software

        4.11.1               Specially Written Software shall be any newly-created software
                   (excluding any modifications or enhancements to the CONTRACTOR Software,
                   CONTRACTOR Third Party Software or AUTHORITY Third Party Software) which
                   is:

                   4.11.1.1 requested by the AUTHORITY and which is, following agreement in
                            accordance with the Change Control Procedures, developed by or on
                            behalf of the CONTRACTOR during the term of this Agreement for the
                            provision of the Services; or

                   4.11.1.2 proposed by the CONTRACTOR and which is, following agreement in
                            accordance with the Change Control Procedures, developed by or on
                            behalf of the CONTRACTOR during the term of this Agreement uniquely
                            for the provision of the Services.

        4.11.2                Any modifications to AUTHORITY Software or Specially Written Software
                   shall be considered Specially Written Software.

        4.11.3                The CONTRACTOR:

                   4.11.3.1 hereby assigns, or shall procure that any owner of Intellectual Property
                            Rights in the Specially Written Software assigns, to the AUTHORITY with
                            full title guarantee, where appropriate by way of present assignment of
                            future rights, all rights, title and interest in the Intellectual Property Rights
                            in the Specially Written Software. Such assignment shall take effect from
                            the date of this Agreement or if later the date on which such Intellectual
                            Property Rights come into existence; and
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                   4.11.3.2 shall, to the extent permitted by law, procure a waiver in favour of the
                            AUTHORITY of any moral rights in the Intellectual Property Rights in the
                            Specially Written Software.

        4.11.4                The CONTRACTOR shall execute any and all deeds and documents and
                   do all such further acts as the AUTHORITY may reasonably require to perfect the
                   assignment of the Intellectual Property Rights referred to in Clause 4.11.3.1 and/or
                   to vest or register such Intellectual Property Rights in the name of the AUTHORITY
                   and which may be required under the laws of any country in which any of such
                   Intellectual Property Rights may subsist.

        4.11.5               The CONTRACTOR shall ensure that the CONTRACTOR’s employees,
                   agents or Subcontractors (and the employees and agents of its Subcontractors)
                   shall assign any Intellectual Property Rights in the Specially Written Software
                   owned by them either direct to the AUTHORITY or to the CONTRACTOR to enable
                   the CONTRACTOR to comply with its obligations hereunder.

        4.11.6              The AUTHORITY hereby agrees to, and shall grant, to the
                   CONTRACTOR a royalty-free, worldwide, non-transferable, non-exclusive licence
                   to Use, copy and modify such Specially Written Software for the purpose of the
                   performance of this Agreement.

        4.11.7                 The licences granted to the CONTRACTOR hereunder shall inure to the
                   benefit of its Subcontractors solely for the purposes of providing the Services.

        4.11.8               The CONTRACTOR shall not be entitled to use or exploit the Specially
                   Written Software for the benefit of third parties unless the AUTHORITY consents to
                   such use or exploitation in accordance with the provisions of Clause 6.8.2.

4.12      Deposited Software

        4.12.1                The CONTRACTOR shall:

                   4.12.1.1 place the Source Code of any CONTRACTOR Software or
                            CONTRACTOR Third Party Software identified in Schedule 6 as
                            Deposited Software in escrow with the NCC on the basis of the
                            appropriate standard agreement or on such other terms as the
                            AUTHORITY, the CONTRACTOR and the NCC shall agree. Such
                            escrow agreements are to be entered into within thirty (30) days of the
                            Cutover Date; and

                   4.12.1.2 during the term of the Agreement, place the Source Code of any
                            CONTRACTOR Software nominated by the AUTHORITY in escrow with
                            the NCC and shall, subject to Clause 4.12.2, use its reasonable
                            endeavours to place any CONTRACTOR Third Party Software
                            nominated by the AUTHORITY in escrow with the NCC on the basis of
                            the appropriate standard agreement or on such other terms as the
                            AUTHORITY, the CONTRACTOR and the NCC shall agree. Such
                            escrow agreements are to be entered into within thirty (30) days of such
                            request.

        4.12.2               The parties agree that Clause 4.12.1.2 shall not apply to any
                   CONTRACTOR Third Party Software identified in Schedule 6 as not available to be
                   deposited in escrow.

        4.12.3               The parties agree that, in addition to the trigger events contained in the
                   standard NCC escrow agreement, the AUTHORITY shall have the right to request
                   the source code of any Deposited Software from the NCC if the AUTHORITY
                   exercises its rights to take Step-In Action pursuant to Clause 10.15.

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        4.12.4               The CONTRACTOR and the AUTHORITY hereby agree that both parties
                   shall each pay their respective fees as set out in any escrow agreement entered
                   into pursuant to Clauses 4.12.1 .

        4.12.5               Subject to any specific licence terms specified in Schedule 6, the
                   CONTRACTOR hereby grants to the AUTHORITY a perpetual, non-transferable
                   and non-exclusive licence to Use, reproduce, modify, adapt and enhance (and to
                   authorise a third party to Use, reproduce, modify, adapt and enhance) the source
                   code and object code versions of the Deposited Software. However, the foregoing
                   licence shall only become effective if the AUTHORITY becomes entitled to obtain
                   access to the Source Code version of the Software pursuant to the source code
                   escrow agreement referred to in Clause 4.12.1 and the licence shall be subject to
                   any restrictions contained herein in respect of the object code version of the
                   Deposited Software provided that such restrictions shall not detract from the rights
                   granted hereunder.

4.13      Documentation

        4.13.1                Ownership of all Intellectual Property Rights in the Documentation shall
                   remain with the AUTHORITY and the CONTRACTOR shall not acquire title to the
                   Intellectual Property Rights in the Documentation.

        4.13.2               The AUTHORITY hereby grants, in respect of the Documentation, to the
                   CONTRACTOR and its Subcontractors a non-exclusive, royalty free licence to use,
                   copy and, subject to the prior approval of the AUTHORITY, modify the
                   Documentation solely for the performance of this Agreement and shall provide a
                   copy of the Documentation listed in Schedule 28 to the CONTRACTOR on the
                   Cutover Date.

        4.13.3                For the avoidance of doubt the licence granted to the CONTRACTOR in
                   Clause 4.13.2 shall inure to the benefit of its Subcontractors solely for the purposes
                   of providing the Services.

4.14      AUTHORITY Forms and Consumables

        4.14.1               The AUTHORITY shall grant to the CONTRACTOR and its
                   Subcontractors a royalty free, non-exclusive, non-transferable licence for the
                   duration of this Agreement to:

                   4.14.1.1 use the AUTHORITY Forms listed in Schedule 29 for the purposes of
                            performing the Services; and

                   4.14.1.2 reproduce and distribute the AUTHORITY Forms listed in Appendix 1 of
                            Schedule 29 for the purposes of performing the Services, but not
                            otherwise.

        4.14.2               The AUTHORITY shall provide the CONTRACTOR with a master copy of
                   each of the AUTHORITY Forms listed in Appendix 1 of Schedule 29 by the Cutover
                   Date to facilitate the reproduction of the same.

        4.14.3               Ownership of all Intellectual Property rights in the AUTHORITY Forms
                   shall remain with the AUTHORITY.

        4.14.4             The CONTRACTOR shall at its own expense provide all other
                   consumables which are required for its performance of the Services.

4.15      AUTHORITY Data

        4.15.1                The CONTRACTOR:

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                   4.15.1.1 claims no rights (other than a right to use for the purposes of proving the
                            Services) in the AUTHORITY Data and the AUTHORITY hereby reserves
                            all Intellectual Property Rights which may subsist in AUTHORITY Data.
                            The CONTRACTOR shall not delete or remove any copyright notices
                            contained within or relating to AUTHORITY Data; and

                   4.15.1.2 claims no rights (other than a right to use for the purposes of providing
                            the Services) in any Third Party Data. The CONTRACTOR shall not
                            delete or remove any copyright notices contained within or relating to
                            Third Party Data.

4.16      Licences on Expiry or Termination of the Agreement

        4.16.1                 In the event of the termination of this Agreement for whatever reason, the
                   following licences shall be terminated automatically:

                   4.16.1.1 the licence to Use, or Use, copy and modify the AUTHORITY Software
                            pursuant to Clause 4.7.3;

                   4.16.1.2 the licence to Use the AUTHORITY Third Party Software pursuant to
                            Clause 4.8.2; and

                   4.16.1.3 the licence to Use, copy and modify the Specially Written Software
                            pursuant to Clause 4.11.6,

                   and the CONTRACTOR shall provide the AUTHORITY with all copies of the source
                   code and object code of all AUTHORITY Software, AUTHORITY Third Party
                   Software and Specially Written Software in its possession in accordance with the
                   provisions of Schedule 26.

        4.16.2               In the event of the termination of this Agreement for whatever reason the
                   CONTRACTOR shall grant to the AUTHORITY or a Replacement Contractor a non-
                   exclusive, royalty free, non-transferable, perpetual and irrevocable licence to:

                   4.16.2.1 Use, copy and modify the Essential CONTRACTOR Software (including
                            any modifications or enhancements thereof which are made after the
                            termination hereof) as identified in Appendix 6 of Schedule 6; and

                   4.16.2.2 to Use all other CONTRACTOR Software (including any modification or
                            enhancements thereof which are made after the termination hereof) listed
                            in Appendix 6 of Schedule 6,

                   for the purpose of providing or receiving any Replacement Services.

        4.16.3              The CONTRACTOR shall, subject to Clause 4.16.6, provide the
                   AUTHORITY or a Replacement Contractor (as appropriate) with a copy of the
                   source code and object code of all such Essential CONTRACTOR Software in
                   accordance with the provisions of Schedule 26.

        4.16.4                 Subject to the licences in Clause 4.16.2, the CONTRACTOR shall retain
                   all Intellectual Property Rights in any modifications or enhancements to the
                   Essential CONTRACTOR Software and the AUTHORITY and Replacement
                   Contractor shall upon request assign back to the CONTRACTOR all right, title and
                   interest in the Intellectual Property Rights in such modifications or enhancements.

        4.16.5                 In the event of the termination of this Agreement the CONTRACTOR
                   shall, if so required by the AUTHORITY, use all reasonable endeavours to assign
                   or novate in favour of and at no cost to (except for any charges payable thereunder)
                   to the AUTHORITY or the Replacement Contractor any licence granted pursuant to

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                   Clause 4.10.2 relating to CONTRACTOR Third Party Software in accordance with
                   the provisions of Schedule 26.

        4.16.6               The CONTRACTOR shall be entitled to retain copies of source code and
                   object code in its possession which relate to any AUTHORITY Software or
                   Specially Written Software for which the CONTRACTOR has a licence to exploit
                   pursuant to Clause 6.9.2.

5.      PROVISION OF PERSONNEL

5.1       Introduction

        The CONTRACTOR shall be responsible for providing at its own cost and expense all the
        personnel necessary to perform the Services in accordance herewith.

5.2       Application of the Transfer Regulations

        5.2.1                The parties acknowledge that the Transfer Regulations are not
                   anticipated to apply to any independent contractor (including the Fee Paid
                   Registered Medical Practitioners) whose services may be engaged by the
                   CONTRACTOR as at the Cutover Date.

        5.2.2                The parties do not anticipate that the Transfer Regulations will apply to
                   any employee of the AUTHORITY at the Cutover Date; however Clauses 5.5 to
                   5.10 inclusive shall apply to any future transfers from the AUTHORITY to the
                   CONTRACTOR during the term of the Agreement.

5.3       CONTRACTOR Obligations

        If the Transfer Regulations apply to any employee of the AUTHORITY at the Cutover Date or
        anytime during the term of the Agreement:

        5.3.1                 the CONTRACTOR shall employ the Transferring Authority Employees
                   on terms and conditions of employment which are the same as (except in relation to
                   rights to old age, invalidity or survivors’ benefits under occupational pension
                   arrangements which are governed by Clause 5.10 of this Agreement) those which
                   apply to them immediately prior to the relevant Transfer Date. For the avoidance of
                   doubt, such terms shall include the right to injury benefits and the right to such
                   severance benefits on redundancy or early retirement which are the same as those
                   which, had the employment of the Transferring Authority Employees by the
                   AUTHORITY continued, would have been provided at the relevant Transfer Date to
                   the Transferring Authority Employees; and

        5.3.2                where at the relevant Transfer Date there exists a collective agreement
                   made by or on behalf of the AUTHORITY with a trade union recognised by the
                   AUTHORITY in respect of any Transferring Authority Employee, the
                   CONTRACTOR will treat such collective agreement as if made with it in
                   accordance with Regulation 6 of the Transfer Regulations. On the relevant
                   Transfer Date, the CONTRACTOR will recognise any trade union recognised by the
                   AUTHORITY immediately prior to the relevant Transfer Date, in accordance with
                   Regulation 9 of the Transfer Regulations.

5.4       Charges Change Request

        5.4.1                The CONTRACTOR shall be entitled to request a change to the Charges
                   under the Agreement in accordance with the Change Control Procedures set out
                   therein in respect of costs expenses or claims arising from the transfer of any
                   Transferring Authority Employee;

        5.4.2                 A Charges Change Request may be requested where:
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                   5.4.2.1          the Charges Change Request is made within six (6) months of the
                                relevant Transfer Date;

                   5.4.2.2          the CONTRACTOR making the Charges Change Request adduces
                                reasonable evidence in support of such Charges Change Request;

                   5.4.2.3          the Charges Change Request is made with respect to any costs or
                                claims arising out of or in connection with or as a result of any claim or
                                demand by any employees of the AUTHORITY claiming that they
                                should have been transferred to the CONTRACTOR, whether in
                                contract or in tort or under statute (including the Treaty of Rome and
                                any Directives made under the authority of the Treaty of Rome) for any
                                remedy including, without limitation, pursuant to the Employment
                                Rights Act 1996; and

                   5.4.2.4          the total cost of the changes for the Charges Change Request
                                exceeds five thousand pounds (£5,000) subject to the provisions
                                contained in Schedule 12 of this agreement.

5.5       Indemnities by the AUTHORITY

        The AUTHORITY shall indemnify and hold harmless the CONTRACTOR from and against all
        losses, costs, awards, liabilities and expenses (including reasonable legal fees) and demands
        arising out of or in connection with or as a result of any claim or demand by or on behalf of
        any Transferring Authority Employees for sex, race or disability discrimination or
        discrimination on the basis of sexual orientation, religion or belief or pursuant to the Working
        Time or National Minimum Wage Regulations, statutory redundancy, unfair dismissal and/or
        wrongful dismissal, Trade Union claims or otherwise arising from any act, faults or omission of
        the AUTHORITY during the period prior to the relevant Transfer Date.

5.6       Indemnities by the CONTRACTOR

        5.6.1               The CONTRACTOR shall indemnify and hold harmless the AUTHORITY
                   from and against all losses, costs, awards, liabilities and expenses (including
                   reasonable legal fees) and demands arising out of or in connection with:

                   5.6.1.1           any change or prospective change to the terms and conditions of
                                any Transferring Authority Employees or any of them to his or her
                                detriment by the CONTRACTOR or any Subcontractor which occurs or
                                will occur on or after the relevant Transfer Date;

                   5.6.1.2           the employment by the CONTRACTOR or any subcontractor on or
                                after the Transfer Date of any of the Transferring Authority Employees
                                other than on terms comparable with those enjoyed immediately prior
                                to the relevant Transfer Date or termination of the employment of any
                                of them on or after the Transfer Date; or

                   5.6.1.3          any claim or demand by or on behalf of any Transferring Authority
                                Employees whether in contract or in tort or under statute (including the
                                Treaty of Rome and any Directives made under the authority of that
                                Treaty) for any remedy including, without limitation, pursuant to the
                                Employment Rights Act 1996 or for sex, race or disability discrimination
                                or discrimination on the basis of sexual orientation, religion or belief or
                                pursuant to the Working Time or National Minimum Wage Regulations,
                                statutory redundancy, unfair dismissal, and/or wrongful dismissal or
                                otherwise arising from any act, fault or omission by the CONTRACTOR
                                or any Subcontractor on or after the Transfer Date.




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5.7       Indemnities – General

        The obligations of indemnity accepted by each party in Clauses 5.5 and 5.6 are conditional
        upon the indemnifying party being allowed the exclusive right to control the investigation,
        defence and settlement of each such claim and the reasonable assistance of the other party
        in the defence thereof. The liability of each party under the obligations of indemnity accepted
        in this Clause 5 shall not be subject to any financial limit.

5.8       Information and Consultation

        5.8.1                Before any anticipated relevant Transfer Date the AUTHORITY shall
                   inform and consult the Trade Unions in accordance with Regulation 10 of the
                   Transfer Regulations.

        5.8.2                 For the purposes of enabling the AUTHORITY to comply with its
                   obligations pursuant to Regulation 10 of the Transfer Regulations, the
                   CONTRACTOR shall, (and shall procure that the Subcontractor as appropriate
                   shall not later than fourteen (14) days after service of notice in writing, give such
                   information in writing as the AUTHORITY may reasonably request and shall provide
                   such copies of documents as the AUTHORITY may reasonably require.

        5.8.3                 If and when reasonably required by the AUTHORITY during the period
                   from the date hereof until the relevant Transfer Date upon the provision of
                   reasonable prior notice, the CONTRACTOR shall and shall procure as appropriate
                   that the Subcontractor shall procure that a representative of the CONTRACTOR
                   and as appropriate the Subcontractor will attend meetings between the
                   AUTHORITY and the Trade Unions to the CONTRACTOR convened for the
                   purposes of providing information to and consultation in accordance with the
                   requirements of Regulation 10 of the Transfer Regulations and between the
                   AUTHORITY and Transferring Authority Employees and shall provide such further
                   information as any reasonably be required. The CONTRACTOR shall be liable only
                   for such failures to consult as they would be for any such failures under Regulation
                   10 of the Transfer Regulations.

        5.8.4                 The CONTRACTOR shall indemnify the AUTHORITY in respect of any
                   costs or claims arising from any failure by it or as appropriate the Subcontractor to
                   provide the information which it is obliged to provide to the AUTHORITY in
                   accordance with Regulation 10 of the Transfer Regulations and the provisions of
                   this Clause except insofar as any such costs or claims arise from the failure by the
                   AUTHORITY to inform the Trade Unions of the matters referred to it by the
                   CONTRACTOR or as appropriate the Subcontractor.

5.9       Guidance

        The CONTRACTOR shall comply (and shall procure that its Subcontractors comply) with its
        obligations under the Transfer Regulations and any then current applicable Government
        guidance (including but not limited to the Cabinet Office Guidance on Staff Transfers in the
        Public Sector – Statement of Practice (January 2000) as amended from time to time) in
        relation to any of the Transferring Authority Employees.

5.10      Pensions

        5.10.1                The CONTRACTOR shall (and shall procure that its Subcontractors
                   shall), with effect from any Transfer Date, provide pension schemes to any
                   Transferring Authority Employees which are certified by the Government Actuary’s
                   Department (GAD) as providing Broadly Comparable benefits to those provided by
                   the AUTHORITY’s Pension Scheme as appropriate and offer to each Transferring
                   Authority Employee, with effect from the Transfer Date, membership of such
                   pension schemes.


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        5.10.2                For any employees engaged by the CONTRACTOR in the provision of
                   the Services who are not Transferring Authority Employees the CONTRACTOR
                   shall (and shall procure that its Subcontractors shall), with effect from the date of
                   such engagement, provide a pension scheme which is to at least the standard of
                   the following:

                   5.10.2.1          a good quality employer pension scheme (as determined in the
                                reasonable opinion of the AUTHORITY), either being a contracted out,
                                final-salary based defined pension scheme, or a defined contribution
                                scheme. For defined contribution schemes the CONTRACTOR must
                                match the employee contributions up to 6%, although either may pay
                                more if they wish; or

                   5.10.2.2          a stakeholder pension scheme, under which the CONTRACTOR
                                will match any employee contributions up to 6%, although either may
                                pay more if they wish.

        5.10.3               The CONTRACTOR shall be responsible for maintaining adequate
                   funding of the CONTRACTOR’s Pension Scheme (as determined in accordance
                   with the CONTRACTOR’s Actuarial Assumptions set out in Appendix 8 of Schedule
                   12) throughout the term of this Agreement.

6.      CHARGES, PRICES AND OTHER FINANCIAL PROVISIONS

6.1       Charges to the AUTHORITY

        6.1.1                 Basic Services

                   The Charges for the Basic Services and Pilot Services shall be calculated in
                   accordance with the provisions of Schedule 12. For the avoidance of doubt, it is
                   agreed that there shall be no additional charges for the Transition Services, the
                   Transformation Services and the Termination Services; all charges for such
                   Services shall be deemed to be included within the Charges for the Basic Services.

        6.1.2                 Optional Services

                   The Charges for the Optional Services shall be as set out for each Optional Service
                   in Schedule 31.

        6.1.3                 Additional Services

                   The Charges for any Additional Services shall be calculated in accordance with the
                   charging mechanism as set out in Schedule 12 or as otherwise agreed by the
                   parties.

        6.1.4                 Annual Review

                   6.1.4.1          The Charges and other provisions of Schedule 12 shall be subject
                                to Annual Review in accordance with the procedures set out therein,
                                and such Annual Review shall take account of the provision of this
                                Clause 6.

                   6.1.4.2          The Service Levels in Schedule 5 and the related provisions of
                                Schedule 25 shall be subject to annual review in accordance with the
                                procedures set out in Schedule 5.

                   6.1.4.3           Except as specified in Schedules 5, 12 and 25, the matters referred
                                to in Clauses 6.1.4.1 and 6.1.4.2 shall not be subject to review at any
                                other time.

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                   6.1.4.4          For the avoidance of doubt, the rent payable under any Leases,
                                Subleases, Licence Agreements or Licences to Occupy shall be
                                subject to review as specified in Clause 6.2.1.1 and 6.2.1.3 and shall
                                not be subject to annual review under Clause 6.1.4.1.

6.2       Charges to the CONTRACTOR

        6.2.1                 Rents

                   6.2.1.1          The rent notifiable to the CONTRACTOR by the AUTHORITY
                                under any Subleases, granted pursuant to Clause 3 shall be as
                                specified therein and shall be subject to review in accordance with the
                                terms thereof.

                   6.2.1.2          Any changes in the rents following a review as detailed in the
                                Subleases shall be notified to the CONTRACTOR by the AUTHORITY.
                                The change in rents shall form part of the Notifiable Costs and shall be
                                effected on the next due date for payment.

                   6.2.1.3          The rent notifiable to the CONTRACTOR by an OGD shall be in
                                accordance with the terms of the documentation entered into
                                between that OGD and the CONTRACTOR and shall be subject to
                                review in accordance with the terms thereof.

                   6.2.1.4           Any change in the rents following a review as detailed in the
                                documentation pursuant to Clause 6.2.1.3 shall be notified to the
                                CONTRACTOR by the AUTHORITY. The change in rents shall form
                                part of the Notifiable Costs and shall be effected on the next due date
                                for payment.

        6.2.2                 Site Services

                   6.2.2.1          The charges to the CONTRACTOR for Core Services provided to
                                the CONTRACTOR under the Site Services Schedules shall be in
                                accordance with the terms of the relevant Property Agreement in
                                respect of the AUTHORITY Properties.

                   6.2.2.2          The charges to the CONTRACTOR for Site Services provided to
                                the CONTRACTOR by an OGD shall be in accordance with the terms
                                of the documentation entered into between the OGD and the
                                CONTRACTOR.

                   6.2.2.3           The charges to the CONTRACTOR for the Core Services provided
                                to the CONTRACTOR by the AUTHORITY shall be in accordance with
                                the terms of the relevant Services Deed.

                   6.2.2.4          Any changes in the charges for the Core Services referred to in
                                Clauses 6.2.2.1 and 6.2.2.3 shall be notified to the CONTRACTOR by
                                the AUTHORITY. The changes in such charges shall form part of the
                                Notifiable Costs and shall be effected on the next due date for
                                payment.

                   6.2.2.5          Any changes in the charges for the Site Services referred to in
                                Clause 6.2.2.2 shall be notified to the CONTRACTOR by the
                                AUTHORITY. The changes of such charges shall form part of the
                                Notifiable Costs and shall be effected on the next due date for
                                payment.

        6.2.3                 Notifiable Costs

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                   For the avoidance of doubt, any changes to the Notifiable Costs under the terms of
                   the Property Agreements in respect of the AUTHORITY Properties and Transferring
                   Properties shall be notified to the CONTRACTOR by the AUTHORITY and effected
                   on the next due date for payment.

        6.2.4                 Telecoms Charging

                   6.2.4.1          The AUTHORITY shall charge the CONTRACTOR as detailed in
                                Schedule 12, for the use of telecoms services as specified in Schedule
                                11 as being subject to Notifiable Costs.

                   6.2.4.2          For the avoidance of doubt, the telephone charges in respect of
                                Direct Exchange Lines will be payable by the CONTRACTOR direct to
                                the applicable third party.

        6.2.5                 Courier Charging

                   The AUTHORITY shall provide to the CONTRACTOR free of charge access to and
                   use of its national courier service in accordance with the provisions of Schedule 11
                   as currently provided to the Transferring Properties and the Casual Hire Properties
                   solely for the purpose of performing the Services.

        6.2.6                 Postal Services

                   For the avoidance of doubt, the CONTRACTOR shall be responsible at its own cost
                   and expense for procuring all postal services which it requires in connection with
                   this Agreement.

6.3       Compensation for Break Option

        In the event of the AUTHORITY exercising the Break Option in accordance with Clause 11.2
        the AUTHORITY shall pay to the CONTRACTOR the Termination Charge as specified in
        Part 7 of Schedule 12 on or before the date specified in the notice for the Break Option to
        take effect.

6.4       Payment

        6.4.1                 Charges

                   In consideration of the provision of the Services in accordance with the terms of this
                   Agreement the AUTHORITY shall pay the Charges in accordance with the invoicing
                   and payment procedure specified in Schedule 13. The AUTHORITY shall not be
                   liable for any charges levied by the CONTRACTOR or its representatives for any
                   work carried out, or purchases made, by the CONTRACTOR or its representatives,
                   except where the work, or purchases, have been formally ordered in writing or
                   approval in advance by an authorised representative of the AUTHORITY in
                   accordance with Clause 8.3.

        6.4.2                 Subcontractors

                   In the event that the CONTRACTOR, in accordance with the terms of this
                   Agreement, enters into a supply contract or a Subcontract in connection with this
                   Agreement, the CONTRACTOR shall ensure that a term is included in the supply
                   contract or Subcontract which requires the CONTRACTOR to pay all sums due
                   thereunder to the relevant supplier or Subcontractor within a specified period, not to
                   exceed thirty (30) days, from the date of receipt of a valid invoice as defined by the
                   terms of the supply contract or Subcontract (as appropriate).

        6.4.3                 Interest on late Payment

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                   Interest shall be payable on any late payments under this Agreement in accordance
                   with the Late Payment of Commercial Debts (Interest) Act 1998.

6.5       VAT

        6.5.1                The provision of the Services is subject to VAT and the Charges are
                   stated exclusive of VAT.

        6.5.2                The AUTHORITY shall pay the VAT on the relevant Charges at the rate
                   and in the manner prescribed by law from time to time subject to the production by
                   the CONTRACTOR of a valid tax invoice giving the requisite details of the taxable
                   supply.

        6.5.3                The Notifiable Costs are stated exclusive of VAT. Where applicable VAT
                   shall be added to the Notifiable Costs at the rate and in the manner prescribed by
                   law from time to time for payment by the CONTRACTOR in accordance with
                   Schedule 13.

        6.5.4                 The CONTRACTOR shall indemnify the AUTHORITY on a continuing
                   basis against any liability, including any interest, penalties or costs incurred, which
                   is properly levied, demanded or assessed on the AUTHORITY in accordance with
                   Section 77A of the Value Added Tax Act 1974 at any time in respect of the
                   CONTRACTOR's failure to account for or to pay any VAT relating to payments
                   made to the CONTRACTOR under this Agreement.

        6.5.5                  The AUTHORITY shall promptly notify the CONTRACTOR if any claim or
                   demand is made or action brought against the AUTHORITY to which Clause 6.5.4
                   may apply. The CONTRACTOR shall at its own expense conduct any litigation
                   arising therefrom and all negotiations in connection therewith and the AUTHORITY
                   hereby agrees to grant to the CONTRACTOR exclusive control of any such
                   litigation and such negotiations.

        6.5.6               The AUTHORITY shall at the request of the CONTRACTOR afford to the
                   CONTRACTOR all reasonable assistance for the purpose of contesting any claim
                   or demand made or action brought against the AUTHORITY to which Clause 6.5.4
                   may apply.

        6.5.7                 The AUTHORITY shall not make any admissions which may be
                   prejudicial to the defence or settlement of any claim, demand or action to which
                   Clause 6.5.4 may apply.

6.6       Most Favoured Customer

        6.6.1                From the date of this Agreement, if the CONTRACTOR enters into
                   a substantially similar services agreement on substantially similar terms and
                   conditions for the provision of medical services substantially similar to the Services
                   provided under this Agreement with any other UK customer, whether a private or
                   public body, at prices, payment terms, and/or other terms or conditions which,
                   taken in the aggregate, are more favourable to the customer (“More Favourable
                   Terms”) than those provided by the CONTRACTOR to the AUTHORITY, the
                   AUTHORITY shall be entitled to the More Favourable Terms under this Agreement.

        6.6.2                 The parties shall negotiate in good faith pursuant to Clause 6.1.4 (and
                   not otherwise) to agree a fair and reasonable abatement of the Charges or
                   amendments to other terms and conditions to reflect the More Favourable Terms.
                   In negotiating the More Favourable Terms, the parties shall take account of an
                   adjustment (to the extent it can be reasonably quantified) to reflect any material
                   differences in the services or the terms and conditions thereto and the
                   CONTRACTOR’s costs in providing the services including (without limitation) the
                   extent to which the services provided differ in size, complexity or term.
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        6.6.3                 If the parties fail to agree an abatement of the Charges or amendments
                   to other terms and conditions pursuant to Clause 6.6.2 the question between them
                   shall be subject to expert determination pursuant to Clause 10.13.3. In reaching a
                   determination, the expert shall be instructed to consider (amongst other relevant
                   factors) the factors set out in Clause 6.6.2.

6.7       Maintaining Price Competitiveness

        6.7.1                The AUTHORITY reserves the right at any stage during the term of this
                   Agreement to benchmark the CONTRACTOR’s prices, payment terms and/or other
                   terms and conditions of this Agreement (together “the Terms”) for all or part of the
                   Services provided that the AUTHORITY shall not carry out such benchmarking
                   during the period of three (3) years from the Cutover Date or thereafter benchmark
                   the Services more than once in any twelve (12) month period.

        6.7.2                 In the event that the AUTHORITY proposes to exercise this right, the
                   following provisions of this Sub-clause shall apply:

                   6.7.2.1          the AUTHORITY shall inform the CONTRACTOR in writing of its
                                intent to benchmark the Terms and which aspects of the Services are
                                to be benchmarked at least thirty (30) days prior to the carrying out of
                                such benchmark;

                   6.7.2.2         the AUTHORITY shall produce evidence to support its proposal to
                                market test the Services concerned;

                   6.7.2.3           the benchmark shall be designed to determine the competitiveness
                                of the Terms in terms of their overall value for money for the relevant
                                Services, and for those purposes such Terms shall be deemed to be
                                less competitive than those available in the market place if they are
                                less favourable than the Terms payable for substantially similar
                                services on substantially similar terms and conditions on a national
                                basis, having regard to all relevant factors. The cost of carrying out the
                                benchmark shall be borne by the AUTHORITY and the AUTHORITY
                                shall reimburse the CONTRACTOR for its reasonable costs in
                                connection with the benchmarking exercise; and

                   6.7.2.4          the referenced Supplier(s) must currently be providing equivalent
                                services at equivalent volumes on equivalent Terms to those Services
                                being benchmarked.

        6.7.3                 If it is determined in the reasonable opinion of the AUTHORITY pursuant
                   to the benchmarking exercise that the Terms for the relevant Services are less
                   competitive than the Terms available in the market place, the parties shall negotiate
                   in good faith pursuant to Clause 6.1.4 (and not otherwise) to agree a revision of the
                   Terms to match or improve upon the Terms available in the market place. In
                   default of agreement on such revision, the question shall be referred to expert
                   determination pursuant to Clause 10.13.3. In order to give effect to this Clause, but
                   subject to Clause 12.5, the CONTRACTOR shall furnish all information reasonably
                   necessary to enable the parties to agree or, in default of agreement, to enable an
                   expert under Clause 10.13.3 to determine a fair and reasonable revision of the
                   Terms pursuant to this Clause.

        6.7.4               The CONTRACTOR shall have the opportunity to match or improve upon
                   the Terms which are determined in accordance with the expert determination
                   procedure pursuant to Clause 10.13.3 to be available in the market place.

        6.7.5                If the parties fail to agree a revision to the Terms for the relevant
                   Services, and if the CONTRACTOR fails to match or improve upon the Terms


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                   determined by the expert within three (3) Months of the expert determination
                   procedure being completed, the AUTHORITY shall have the right:

                   6.7.5.1          to procure the relevant services from third parties on terms
                                equivalent to or better than those determined by the benchmarking
                                exercise; and

                   6.7.5.2         to cancel the relevant Services without further liability to the
                                CONTRACTOR (subject to the payment of any Termination Charge in
                                accordance with Part 7 of Schedule 12) pursuant to Clause 11.4.4.

6.8       Benefit Sharing

        6.8.1                 Clawback on resale of Assets

                   6.8.1.1            The CONTRACTOR agrees that where the CONTRACTOR sells to
                                a third party any of the Assets acquired from the AUTHORITY for a
                                sum which is greater than the amount paid by the CONTRACTOR to
                                the AUTHORITY for that Asset the CONTRACTOR shall pay to the
                                AUTHORITY within thirty (30) days of such sale a sum equivalent to
                                fifty percent (50%) of the difference between the amount paid by the
                                CONTRACTOR for the Asset under this Agreement and the amount
                                paid to the CONTRACTOR by the third party for that Asset.

                   6.8.1.2         In order to give effect to this Clause, the CONTRACTOR shall be
                                under a duty to notify the AUTHORITY of any re-sale of the Assets as
                                soon as such re-sale occurs and, subject to Clause 12.5, the
                                CONTRACTOR shall furnish all information reasonably required by the
                                AUTHORITY in respect of such re-sale.

        6.8.2                 Participation in commercial exploitation

                   6.8.2.1          The CONTRACTOR shall, subject to the prior written approval of
                                the AUTHORITY, be entitled to:

                                (a)      exploit or use the Sole Use Assets and/or the Properties in the
                                         provision of services to any other customer or third party or
                                         exploit or use them for its own purposes and/or;

                                (b)      exploit or use any AUTHORITY Software or Specially Written
                                         Software in such a manner as the AUTHORITY (in its absolute
                                         discretion) sees fit.

                   6.8.2.2           The parties shall negotiate pursuant to Clause 6.1.4 (and not
                                otherwise) to agree a fair and reasonable abatement of the Charges to
                                reflect the value received by the CONTRACTOR from such exploitation
                                or use where the CONTRACTOR provides services or exploits or uses
                                the Sole Use Assets and/or the Properties pursuant to Clause
                                6.8.2.1(a). The AUTHORITY shall determine the form and manner but
                                not the amount of such abatement to the Charges.

                   6.8.2.3          To the extent that any royalties have not been agreed between the
                                parties as of the date hereof (such royalties to be specified in Schedule
                                12) the parties shall negotiate to agree a royalty to reflect the value
                                received by the CONTRACTOR from such exploitation or use where
                                the CONTRACTOR provides services or exploits or uses the
                                AUTHORITY Software or Specially Written Software pursuant to
                                Clause 6.8.2.1(b).

                   6.8.2.4            If the parties are unable to agree to a fair and reasonable
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                                abatement of the Charges or a fair and reasonable royalty rate
                                pursuant to Clause 6.8.2.2 or 6.8.2.3, the question between them shall
                                be subject to expert determination pursuant to Clause 10.14. In
                                reaching a determination, the expert shall be instructed to consider
                                (among other relevant factors) the degree of usage of the other
                                customer of the Sole Use Assets and/or the demised Properties and/or
                                the AUTHORITY Software and/or Specially Written Software and the
                                similarity between the Services provided to the other customer and the
                                Services provided to the AUTHORITY hereunder.

                   6.8.2.5          In order to give effect to this Clause, but subject to Clause 12.5, the
                                CONTRACTOR shall be under a duty to notify the AUTHORITY of all
                                proposed exploitation to which Clause 6.8.2.2 applies and, subject to
                                Clause 12.5, the CONTRACTOR shall furnish all information
                                reasonably necessary to enable the parties to agree or, in default of
                                agreement, to enable an expert to determine a fair and reasonable
                                abatement of the Charges pursuant to this Clause.

                   6.8.2.6           The AUTHORITY shall be entitled to audit the CONTRACTOR’s
                                Records (as defined in and in accordance with Clause 10.1) in respect
                                of all exploitation to which Clause 6.8.2.2 applies.

                   6.8.2.7          The AUTHORITY shall not unreasonably withhold consent to any
                                exploitation of Sole Use Assets, Property, AUTHORITY Software or
                                Specially Written Software by the CONTRACTOR at any time.

        6.8.3                 Promotion of Other Goods or Services to Claimants

                   The CONTRACTOR acknowledges that the scope of the Services is as set out in
                   this Agreement. The CONTRACTOR undertakes that it shall not in the course of
                   performing the Services make any attempt to encourage, persuade or coerce any
                   Claimants into purchasing any other goods or services including but not limited to
                   the purchase of private health care insurance policies and/or health screening
                   programmes.

        6.8.4                 Conflicts of Interest

                   The CONTRACTOR must use all reasonable endeavours to avoid any actual or
                   perceived conflicts of interests in the use of personnel to perform the Services
                   under this Agreement and the use of such personnel to perform services for its
                   other customers.

6.9       Competitive Procurement

        In the event that, as part of the Services, the CONTRACTOR, at the request of the
        AUTHORITY, procures or conducts procurements for hardware, software, assets or services
        as agent for the AUTHORITY, the CONTRACTOR shall at all times comply with the
        provisions of the Public Services Contracts Regulations 1993 and the Public Supply Contracts
        Regulations 1991 as though the CONTRACTOR were itself a Contracting Authority subject to
        those provisions to the same extent as the AUTHORITY.

6.10      Profit Sharing

        Any Additional Profit of the CONTRACTOR will be shared with the AUTHORITY in
        accordance with the provisions of Part 6 of Schedule 12.




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7.      TRANSITION

7.1       Provision of the Detailed Transition Plan

        7.1.1                 The CONTRACTOR shall, within two (2) weeks of the Commencement
                   Date, prepare a plan for the Transition Services (the “Detailed Transition Plan”)
                   such that all of the obligations of the parties in relation to the Transition Services
                   are completed by the expiry of the Transition Period. The Detailed Transition Plan
                   shall also include full details of the Acceptance Criteria and the detail and timetable
                   of the Transition Review Process. The Detailed Transition Plan shall be based on
                   the Outline Transition Plan and shall be submitted to the AUTHORITY for approval.

        7.1.2            The AUTHORITY shall provide reasonable assistance                             to   the
                   CONTRACTOR in the preparation of the Detailed Transition Plan.

7.2       Approval of the Detailed Transition Plan

        7.2.1                The AUTHORITY shall, within ten (10) Working Days of receipt of the
                   Detailed Transition Plan either:

                   7.2.1.1           approve the Detailed Transition Plan; or

                   7.2.1.2          reject the Detailed Transition Plan, giving reasons for such
                                rejection.

        7.2.2                The AUTHORITY may only reject the Detailed Transition Plan pursuant
                   to Clause 7.2.1.2 if, in the reasonable opinion of the AUTHORITY, it is not
                   consistent with the Outline Transition Plan and/or all provisions of the Replacement
                   Agreement.

        7.2.3                If the parties fail to agree the Detailed Transition Plan in accordance with
                   this Clause 7.2, such dispute shall be resolved in accordance with the Alternative
                   Dispute Resolution Procedure.

7.3       Transition Services

        7.3.1                The parties shall perform the Transition Services and all other obligations
                   in accordance with the Detailed Transition Plan and, unless otherwise specified
                   herein, each party shall bear its own costs and expenses in carrying out its
                   obligations hereunder.

        7.3.2                The CONTRACTOR shall provide at no additional charge all additional
                   assistance as is reasonably required by the AUTHORITY for the migration of the
                   Services from the IMPACT Agreement to this Agreement.

        7.3.3                 The CONTRACTOR shall be responsible for developing new
                   management information reports and changing existing management information
                   reports to allow for the provision of the Services. For the avoidance of doubt any
                   work undertaken by the CONTRACTOR in developing new management reports
                   will be charged to the AUTHORITY by the CONTRACTOR in accordance with
                   Paragraphs 8 and 9 of Schedule 12 of the IMPACT Agreement unless, and to the
                   extent that, such work is completed within the three hundred (300) man days
                   provided by the CONTRACTOR in accordance with Paragraph 9.41 of Schedule 12
                   of the IMPACT Agreement in which case the AUTHORITY shall not be charged for
                   the work.

        7.3.4                Subject to Clauses 7.3.5 and 7.3.6, the CONTRACTOR shall continue to
                   provide to the AUTHORITY until the Cutover Date all of the services which it and its
                   subcontractors are required to provide pursuant to the IMPACT Agreement. The

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                   parties acknowledge that the charges for the provision of such services shall be
                   those applicable for year 7 of the IMPACT Agreement.

        7.3.5                 In the event that the Transition Review Process is not recorded as
                   successful in respect of any of the Services and the AUTHORITY elects not to cut
                   over such Services pursuant to Clause 7.4.5, the CONTRACTOR and its
                   subcontractors shall continue to provide to the AUTHORITY services in accordance
                   with the IMPACT Agreement which are equivalent to the Services it has elected not
                   to cut over until the AUTHORITY elects to cut over such Services pursuant to
                   Clause 7.4.1.

        7.3.6                For the avoidance of doubt, the CONTRACTOR shall not be obliged to
                   provide any services pursuant to the IMPACT Agreement after 31 August 2006
                   unless otherwise agreed by both parties pursuant to the change control procedures
                   of the IMPACT Agreement.

7.4       Transition Review Process

        7.4.1            The AUTHORITY shall permit the transition of the Services if the
                   CONTRACTOR has either:

                   7.4.1.1          complied fully with the Transition Review Process pursuant to this
                                Clause 7.4 and met all of the Acceptance Criteria; or

                   7.4.1.2          demonstrated to the satisfaction of the AUTHORITY (whose
                                determination in such matter shall be final) its capacity to deliver the
                                Services in accordance with the provisions of this Agreement.

        7.4.2                The AUTHORITY shall undertake the Transition Review Process in order
                   to determine whether the Acceptance Criteria have been met or satisfy itself in
                   accordance with Clause 7.4.1.2 of the CONTRACTOR’s capacity to deliver the
                   Services in accordance with the provisions of this Agreement.

        7.4.3               The Transition Review Process shall be recorded as successful in
                   respect of any part of the Services and the CONTRACTOR notified by the
                   AUTHORITY accordingly where all of the Acceptance Criteria are met in respect of
                   such Services in accordance with the Transition Review Process and/or the
                   AUTHORITY is satisfied that the CONTRACTOR is able to deliver the Services in
                   accordance with the provisions of this Agreement.

        7.4.4                 The Transition Review Process shall be recorded as unsuccessful in
                   respect of any of the Services and the CONTRACTOR notified by the AUTHORITY
                   accordingly where any of the Acceptance Criteria are not met in respect of such
                   Services and the CONTRACTOR has failed to satisfy the AUTHORITY that it is
                   able to deliver the Services in accordance with the provisions of this Agreement.

        7.4.5                If the Transition Review Process has not been recorded as successful in
                   respect of any of the Services pursuant to Clause 7.4.3 by the Planned Cutover
                   Date, the AUTHORITY shall have the right without prejudice to its other rights and
                   remedies to extend the Transition Period for up to three (3) consecutive additional
                   periods of the same duration or of such shorter duration as the AUTHORITY may
                   notify to the CONTRACTOR, during which the CONTRACTOR shall use all
                   reasonable endeavours to correct the deficiency which caused the Transition
                   Review Process to be recorded as unsuccessful in respect of any of the Services.

        7.4.6                 In the event that the AUTHORITY extends the Planned Transition Period
                   for a period pursuant to Clause 7.4.5 and the Transition Review Process has not
                   been recorded as successful in respect of any of the Services by the end of that
                   period, the AUTHORITY shall have the right without prejudice to its other rights and
                   remedies:
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                   7.4.6.1          to terminate, pursuant to Clause 11.9 any of the Services in
                                respect of which the Transition Review Process has been recorded as
                                unsuccessful; and/or

                   7.4.6.2           to terminate this Agreement pursuant to Clause 11.4.4.

7.5       Failure to Comply with the Detailed Transition Plan

        7.5.1                 If, due to the Default of the CONTRACTOR, the parties fail to achieve the
                   Planned Cutover Date the CONTRACTOR shall, without prejudice to the parties’
                   other rights and remedies:

                   7.5.1.1          pay to the AUTHORITY all actual additional costs which are
                                incurred by the AUTHORITY for the provision of the Services by the
                                CONTRACTOR pursuant to the IMPACT Agreement (to the extent that
                                such costs are not also caused by a Default of the AUTHORITY); and

                   7.5.1.2          pay any reasonable additional costs of the AUTHORITY incurred
                                as a direct result in the delay to the Planned Cutover Date to the extent
                                that such reasonable additional costs have not already been recovered
                                pursuant to Clause 7.5.1.1 (to the extent that such costs are not also
                                caused by a Default of the AUTHORITY).

7.6       Work in Progress

        7.6.1                The parties shall agree how the work-in-progress of the CONTRACTOR
                   under the IMPACT Agreement is to be actioned, and the required activities shall be
                   addressed in the Detailed Transition Plan.

        7.6.2                The CONTRACTOR shall continue to be paid (in accordance with the
                   terms of the IMPACT Agreement or as otherwise agreed in writing with the
                   AUTHORITY) for any Fit for Purpose medical reports which are produced after the
                   Cutover Date as a result of a medical examination or as a result of a scrutiny of
                   documentary evidence, which is carried out by the CONTRACTOR before the
                   Cutover Date. Where some residual administrative tasks are still required to clear
                   the case, the CONTRACTOR will not be paid for the medical report or any residual
                   work completed by the CONTRACTOR.

        7.6.3                 The CONTRACTOR will be paid for all Fit for Purpose written medical
                   reports, produced by the CONTRACTOR, either as result of a medical examination
                   or as a result of a Scrutiny of documentary evidence which is carried out by the
                   CONTRACTOR after the Cutover Date in accordance with the terms of this
                   Agreement.

8.      CONTRACT MANAGEMENT

8.1       Contract Management

        The parties shall establish the management interfaces specified in Schedule 16. All contract
        management of this Agreement shall be performed in accordance with the provisions of
        Schedule 16.

8.2       Provision of Information

        8.2.1                 Ad Hoc Information

                   Each party shall comply as soon as possible with all reasonable requests made by
                   the other party for information relevant to this Agreement. All Confidential
                   Information of either party made available to the other party under this Clause shall
                   be treated as confidential under Clause 12.5.
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        8.2.2                 Progress Reports

                   Where progress reports are to be submitted under this Agreement, the
                   CONTRACTOR shall render reports as to the progress of the mutual obligations
                   under this Agreement at such time and in such form as may be specified or as
                   otherwise agreed between the AUTHORITY and the CONTRACTOR. The
                   submission and receipt of these reports shall not prejudice the rights of either party
                   under this Agreement.

        8.2.3                 Monitoring

                   The AUTHORITY shall be entitled to monitor the performance by the
                   CONTRACTOR of its obligations under this Agreement in accordance with the
                   procedures set out in Schedule 16.

        8.2.4                 Medical Advances

                   The parties agree that they shall share with each other all the latest medical
                   advances which are relevant to the Services and of which they become aware from
                   time to time during the term hereof.

8.3       Communications

        8.3.1                 Except as otherwise expressly provided herein, no communication from
                   either party to the other shall have any validity under this Agreement unless made
                   in writing by or on behalf of the AUTHORITY or the CONTRACTOR, as the case
                   may be.

        8.3.2                 Any notice or other communication whatsoever which either party hereto
                   is required or authorised by this Agreement to give or make to the other shall be
                   given or made either by post in a prepaid letter, or by hand delivery, or by e-mail or
                   by facsimile transmission confirmed by post in a prepaid letter, addressed to such
                   other party in the manner referred to in Clause 8.3.3 and if that letter is not returned
                   as being undelivered within seven (7) days that notice or communication shall be
                   deemed for the purposes of this Agreement to have been given or made after two
                   (2) days, for a letter, or four (4) hours, for a facsimile transmission or e-mail or on
                   the day of delivery for hand delivery.

        8.3.3                 For the purposes of Clause 8.3.2 above the address for service of each
                   party shall be as set out in Schedule 17.

        8.3.4                Any party may change its address for service by notice as provided in
                   this Clause 8.3.

8.4       Amendments to the Agreement

        8.4.1                 No change under this Agreement shall be effective unless made in
                   accordance with this Clause 8.4. For these purposes, a “change” includes any
                   proposed amendment to the Agreement (including any proposed additional or
                   substituted Schedule), the Service Specification, any proposed Additional Services,
                   any proposed assignment, novation or subcontracting of the Agreement and any
                   variations of the charges or other changes arising out of the annual review under
                   Clause 6.1.4. For each such change which is agreed by the parties the Agreement
                   shall be amended to the extent necessary to give effect to that change.

        8.4.2                 The change must be approved on behalf of each party at the appropriate
                   level of authorisation as specified in Schedule 16 and must be made in accordance
                   with the Change Control Procedure by a written instrument which expressly
                   purports to amend this Agreement and which expressly refers to the Clause(s) or
                   Schedule(s) so amended.
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        8.4.3               However, unless and until such amendment is made in accordance with
                   Clause 8.4.1, this Agreement shall not in any way be considered to have been
                   amended.

8.5       Transfer and Subcontracting

        8.5.1                 This Agreement is personal to the CONTRACTOR. The CONTRACTOR
                   shall not assign, novate or otherwise dispose of this Agreement or any part thereof
                   without the previous consent in writing of the AUTHORITY.

        8.5.2                The CONTRACTOR shall not subcontract this Agreement or any part
                   thereof without the previous consent in writing of the AUTHORITY, such consent
                   not to be unreasonably withheld or delayed. For the avoidance of doubt, the
                   AUTHORITY hereby consents to the CONTRACTOR’s subcontracting of its
                   obligations specified in Schedule 18 to the respective Subcontractors specified
                   therein.

        8.5.3               The Fee Paid Registered Medical Practitioners approved and/or
                   appointed pursuant to Clause 1.8.2 need not be listed in Schedule 18.

        8.5.4               Subject to Clause 8.5.5, the AUTHORITY shall be entitled, upon
                   reasonable notice to the CONTRACTOR, to:

                   8.5.4.1           assign, novate or otherwise dispose of its rights and obligations
                                under this Agreement or any part thereof to any Contracting Authority
                                provided that any such assignment, novation or other disposal shall not
                                increase the burden of the CONTRACTOR’s obligations pursuant to
                                this Agreement; or

                   8.5.4.2          novate this Agreement to any other body (including but not limited
                                to any private sector body) which substantially performs any of the
                                functions that previously had been performed by the AUTHORITY
                                provided that such novation shall not increase the burden of the
                                CONTRACTOR’s obligations pursuant to this Agreement.

        8.5.5                 Any change in the legal status of the AUTHORITY such that it ceases to
                   be a Contracting Authority shall not, subject to 8.5.6, affect the validity of this
                   Agreement. In such circumstances, this Agreement shall bind and inure to the
                   benefit of any successor body to the AUTHORITY provided that such change in the
                   legal status of the AUTHORITY shall not increase the burden of the
                   CONTRACTOR’s obligations pursuant to this Agreement.

        8.5.6                If this Agreement is novated to a body which is not a Contracting
                   Authority pursuant to Clause 8.5.4.2 or if a successor body which is not a
                   Contracting Authority becomes the AUTHORITY pursuant to Clause 8.5.5 (in the
                   remainder of this Clause 8.5.6 both such bodies are referred to as the “transferee”):

                   8.5.6.1          the rights of termination of the AUTHORITY in Clause 11.3.1,
                                Clause 11.3.2 and 11.4 shall be available, mutatis mutandis, to the
                                CONTRACTOR in the event of the bankruptcy, insolvency or Default of
                                the transferee;

                   8.5.6.2          the transferee shall only be able to assign, novate or otherwise
                                dispose of its rights and obligations under this Agreement or any part
                                thereof with the previous consent in writing of the CONTRACTOR;

                   8.5.6.3           any rights acquired by the transferee relating to any Use of the
                                Intellectual Property Rights or the Software shall not extend beyond the
                                activities previously performed by the AUTHORITY and, in particular,
                                the transferee shall not be entitled to perform any service bureau or
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                                facilities management services utilising the Software or the Intellectual
                                Property Rights for any third party;

                   8.5.6.4            the rights of the AUTHORITY under Clause 8.8.1 shall cease; and

                   8.5.6.5            the following Clauses shall be varied from the date of the novation
                                or the date of the change of status (as appropriate) as set out below as
                                if this Agreement had been amended by the parties in accordance with
                                Clause 8.4:

                                (a)      in Clause 12.1.1.1, the words “acting for or on behalf of the
                                         Crown” in the second line shall be replaced with “employed by
                                         the AUTHORITY or acting on its behalf” and the words “the
                                         Crown” in the sixth line shall be replaced with “the
                                         AUTHORITY”; and

                                (b)      in Clause 12.1.1.2, the words “for or on behalf of the Crown”
                                         shall be replaced with “employed by the AUTHORITY or acting
                                         on its behalf”.

                   8.5.6.6          The AUTHORITY shall be entitled to disclose to any transferee any
                                Confidential Information of the CONTRACTOR which relates to the
                                performance of the Services by the CONTRACTOR and which the
                                transferee needs to know in order to fulfil its obligations hereunder. In
                                such circumstances the AUTHORITY shall authorise the transferee to
                                use such Confidential Information only for purposes relating to the
                                provision of the Services and for no other purposes and, for the
                                avoidance of doubt, the AUTHORITY shall procure that the transferee
                                enters into a confidentiality agreement in favour of the CONTRACTOR
                                and shall procure that they shall be bound by confidentiality provisions
                                no less onerous than those provisions of Clause 12.5 in relation to such
                                Confidential Information.

        8.5.7                 Legislative and Policy Change

                   8.5.7.1         Any change to law or policy which requires an amendment to this
                                Agreement (including but not limited to the standards listed in
                                Schedules 4 and 23) or to the Service Specification to enable the
                                CONTRACTOR to comply with such change shall be subject to the
                                Change Control Procedure with the following exceptions:

                                (a)      neither party shall withhold or delay their agreement to the
                                         change;

                                (b)      any change will be implemented even if the parties
                                         cannot agree a variation to the Agreement (including
                                         the Charges) before the change is due to be implemented; and

                                (c)      any agreed variation to the Agreement shall apply
                                         retrospectively to the date of implementation of the change.

                   8.5.7.2          The CONTRACTOR shall use its reasonable endeavours to
                                mitigate any increase in costs arising from a change in law or policy.

                   8.5.7.3           For the avoidance of doubt any change to the VAT status of the
                                Services such that such Services are, in whole or in part, not subject to
                                VAT shall be considered a change in law and subject to the provision of
                                this Clause 8.5.7.



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8.6       Time

        8.6.1                 Extension of Time

                   8.6.1.1          If the performance of this Agreement by the CONTRACTOR be
                                delayed by reason of Default by the AUTHORITY or its employees or
                                authorised agents, or by reason of any refusal by the AUTHORITY
                                pursuant to Clause 8.8.1 without good cause to admit the
                                CONTRACTOR’s personnel to any premises occupied by or on behalf
                                of the Crown or by rejection of the CONTRACTOR’s personnel
                                pursuant to Clause 8.7.10, the CONTRACTOR shall be entitled to a
                                reasonable extension of time and to any reasonable additional costs
                                which it can show were directly incurred as a result of the delay,
                                provided always that notwithstanding the AUTHORITY’s Default the
                                CONTRACTOR shall use all reasonable endeavours to continue to
                                perform its obligations under this Agreement and it notifies the
                                AUTHORITY in writing of the Default as soon as it becomes aware of
                                such Default.

                   8.6.1.2          If the performance of this Agreement by either party be delayed by
                                reason of any Force Majeure event (as defined in Clause 10.12.1), both
                                parties shall be entitled to a reasonable extension of time subject to
                                there being no entitlement to any additional costs incurred as a result of
                                the delay and provided that the party so delayed notifies the other party
                                in writing without undue delay.

        8.6.2                 Time of the Essence

                   Where there has been undue delay by the CONTRACTOR in the performance of
                   the Services under this Agreement, other than where this has been caused by the
                   Default of the AUTHORITY or its employees or authorised agents and provided
                   always that such delay has been referred:

                   8.6.2.1         to the most senior level of the Contract Management Procedures
                                and there has been no resolution of the matter in accordance with the
                                Contract Management Procedures; and

                   8.6.2.2           by the Joint Body or the more senior representatives of the parties
                                referred to in Clause 10.14.2 where applicable and there has been a
                                failure to resolve the matter,

                   the AUTHORITY may notify the CONTRACTOR in writing that time is of the
                   essence with respect to any Services which are subject to undue delay and if any
                   such Services shall not have been performed by the CONTRACTOR by any
                   reasonable date stated in the notice (such date having regard for all the
                   surrounding circumstances), the AUTHORITY may terminate this Agreement in
                   accordance with Clause 11.4.4.

8.7       Security

        8.7.1               The CONTRACTOR shall comply with the Security Policy specified in
                   Schedule 20.

        8.7.2                  The CONTRACTOR shall implement and maintain security standards,
                   facilities and procedures which fully comply with the policies, standards and other
                   obligations set out in the Security Policy insofar as such policies, standards and
                   other obligations apply to the provision of the Services. The CONTRACTOR shall
                   ensure that all its employees, agents or Subcontractors shall comply with the
                   obligations upon them contained in the Security Policy.

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        8.7.3                The AUTHORITY shall notify the CONTRACTOR of any changes or
                   proposed changes to the Security Policy or IT Security Manual and shall provide
                   the CONTRACTOR with updates thereto in good time to enable the
                   CONTRACTOR to continue to comply with its obligations under this Clause
                   provided that any changes or proposed changes to the Security Policy or IT
                   Security Manual shall be dealt with in accordance with Clause 8.5.7.

        8.7.4                The CONTRACTOR shall nominate in writing an individual to take
                   responsibility and be accountable for compliance with the Security Policy and/or IT
                   Security Manual.

        8.7.5                Subject to Clause 8.5.7, the CONTRACTOR shall comply with, and
                   implement, all policies and standards issued from time to time by departments,
                   offices or agencies of the Crown for the protection of Nationally Classified
                   Information or information which is to be treated as if it were Nationally Classified
                   Information.

        8.7.6                The AUTHORITY shall inform the CONTRACTOR (in accordance with
                   Clause 8.3) of the level of security clearance required to handle any items of
                   Nationally Classified Information. The CONTRACTOR shall ensure that all
                   employees, agents, representatives and Subcontractors of the CONTRACTOR who
                   have access to Nationally Classified Information shall be security cleared to the
                   appropriate level determined by the AUTHORITY.

        8.7.7                 Notwithstanding the CONTRACTOR’s obligations under Clauses 8.7.1 to
                   8.7.6, the CONTRACTOR shall ensure that no person who is not security cleared to
                   an appropriate level shall have access to Nationally Classified Information.

        8.7.8            If any person is not given security clearance following security vetting, the
                   CONTRACTOR may not disclose Nationally Classified Information to such person.

        8.7.9                 The CONTRACTOR shall process and store information protected
                   hereunder (including, without limitation, Nationally Classified Information and
                   Confidential Information) only at sites approved in writing by the AUTHORITY in
                   accordance with Clause 8.3, and the AUTHORITY shall incur no liability in respect
                   of any costs incurred by the CONTRACTOR as a result of the AUTHORITY’s
                   refusal to approve any sites for such purposes. For the purposes of this Clause all
                   the AUTHORITY’s sites are hereby deemed to be approved by the AUTHORITY.

        8.7.10                The AUTHORITY shall have the right to require the CONTRACTOR not
                   to use specified individuals employed or engaged by the CONTRACTOR, or by a
                   Subcontractor, in the performance of specified elements of the Services. The
                   AUTHORITY shall not be required to give a reason or explanation for the exercise
                   of such rights. Further, the AUTHORITY warrants that it will not exercise such right
                   unreasonably.

        8.7.11                The CONTRACTOR shall, upon the Cutover Date, maintain the
                   same levels of security protection as those specified in Schedule 20, and shall not
                   vary the level of security protection afforded to any information protected hereunder
                   (including, without limitation, Nationally Classified Information and Confidential
                   Information) without the authority of the appropriate Data Guardian, and afforded to
                   Nationally Classified Information without the additional authority of the
                   Departmental Security Officer.

        8.7.12                If requested to do so by the AUTHORITY’s representatives, the
                   CONTRACTOR shall initiate procedures requested under which the
                   CONTRACTOR’s staff or vehicles carrying the CONTRACTOR’s staff shall be
                   subject to search by the CONTRACTOR whilst on AUTHORITY premises. The
                   results of any search shall be made known to the AUTHORITY’s representative.


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        8.7.13                The AUTHORITY’s decision on all matters in this Clause 8.7 requiring the
                              exercise of the AUTHORITY’s discretion shall be final and conclusive.

8.8       Personnel

        8.8.1                 CONTRACTOR’s Personnel

                   8.8.1.1          The AUTHORITY reserves the right under this Agreement to refuse
                                to admit to any premises occupied by or on behalf of the Crown any
                                person employed or engaged by the CONTRACTOR, or by a
                                Subcontractor, whose admission would be, in the opinion of the
                                AUTHORITY, undesirable.

                   8.8.1.2          If and when directed by the AUTHORITY, the CONTRACTOR shall
                                provide a list, within a reasonable period of time, of the names and
                                business addresses of all persons who it is expected may require
                                admission in connection with the performance of this Agreement to any
                                premises occupied by or on behalf of the Crown, specifying the
                                capacities in which they are concerned with this Agreement and giving
                                such other particulars as the AUTHORITY may reasonably require.

                   8.8.1.3          The CONTRACTOR shall comply with the provisions of Clause
                                12.6.1 when providing any information pursuant to Clause 8.8.1.2.

                   8.8.1.4          The CONTRACTOR shall comply with any directions issued by the
                                designated representative of the AUTHORITY as to which persons may
                                be admitted to such premises and at what times.

                   8.8.1.5          If and when directed by the AUTHORITY, the CONTRACTOR shall
                                secure that any person employed or engaged by the CONTRACTOR or
                                by a Subcontractor, who is specified in the direction or is one of a class
                                of persons who may be so specified, shall sign a statement that he
                                understands that the Official Secrets Acts 1911 to 1989 apply to him
                                both during the term of and after the expiry or termination of this
                                Agreement.

                   8.8.1.6          The CONTRACTOR’s representatives, engaged within the
                                boundaries of a Crown establishment, shall comply with such rules,
                                regulations and requirements (including those relating to security
                                arrangements) as may be in force from time to time for the conduct of
                                personnel when at that establishment and when outside that
                                establishment.

                   8.8.1.7          The decision of the AUTHORITY as to whether any person is to be
                                refused admission to any premises occupied by or on behalf of the
                                Crown and as to whether the CONTRACTOR has failed to comply with
                                Clause 8.8.1.2 shall be final and conclusive.

                   8.8.1.8          If the CONTRACTOR shall fail to comply with Clause 8.8.1.2 and if
                                the AUTHORITY (whose decision shall be final and conclusive) shall
                                decide that such failure is prejudicial to the interests of the state and if
                                the CONTRACTOR does not comply with the provisions of Clause
                                8.8.1.5 and 8.8.1.5 within a reasonable time of written notice so to do
                                then the AUTHORITY may terminate this Agreement pursuant to
                                Clause 11.4.4.

                   8.8.1.9          The CONTRACTOR shall be responsible for ensuring that its
                                employees and sub-contractors (and their respective employees) are
                                not claiming any Benefit, where payment of that Benefit is precluded
                                due to earnings. The CONTRACTOR shall further use all reasonable
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                                endeavours to ensure that its employees and sub-contractors (and their
                                respective employees) who are not EC nationals are legally entitled to be
                                resident in the United Kingdom and have a work permit, where applicable. The
                                CONTRACTOR shall promptly take all reasonable steps to ensure compliance
                                with this Clause 8.8.1.9.

        8.8.2                 Key Personnel

                   The parties acknowledge that the CONTRACTOR’s Key Personnel specified in Schedule 21
                   are essential to the fulfilment of its obligations hereunder. The CONTRACTOR undertakes
                   to use all reasonable endeavours to ensure that such Key Personnel are not removed or
                   replaced during the periods specified in Schedule 21. However, in the event that any of its
                   Key Personnel becomes unavailable for any reason (including without limitation as a result of
                   death, injury, sickness, promotion or resignation), the CONTRACTOR shall have the right
                   subject to the prior written approval of the AUTHORITY (which shall not be unreasonably
                   withheld or delayed) to replace such an individual with another individual whose abilities and
                   qualifications equal or exceed those of the replaced individuals.

        8.8.3                 No Poaching

                   Both parties agree not to solicit, offer employment to, nor use the services of any employee
                   of the other party who is involved in performing this Agreement (otherwise than by general
                   advertising for the duration of this Agreement) and for a period of twelve (12) Months from
                   the date of termination of this Agreement, except as expressly provided for in this Agreement
                   or where the other party consents thereto in writing.

        8.8.4                 On-Going Secondment

                   During the term of this Agreement, the AUTHORITY and the CONTRACTOR shall consider
                   opportunities for, and where necessary and appropriate, agree upon the secondment and/or
                   exchange of agreed numbers of staff between each other. The terms upon which such
                   secondment and/or exchange will take place will be as set out in Schedule 32.

8.9       Health & Safety Hazards

        8.9.1                 The CONTRACTOR shall notify the AUTHORITY of any health and safety
                   hazards in relation to the AUTHORITY’s Properties which may arise in connection with the
                   performance of this Agreement.

        8.9.2                 The AUTHORITY shall notify the CONTRACTOR of any health and safety
                   hazards which may exist or arise at any Properties occupied by the AUTHORITY and which
                   may affect the CONTRACTOR provided that the AUTHORITY shall have no obligation to
                   notify the CONTRACTOR of any health or safety hazards which the CONTRACTOR is
                   obliged to rectify in accordance with the terms and conditions of any relevant Property
                   Agreement entered into between the AUTHORITY and the CONTRACTOR.                   The
                   CONTRACTOR shall draw these hazards to the attention of its employees and
                   Subcontractors or any persons engaged by the CONTRACTOR in the performance of this
                   Agreement at such Properties.

        8.9.3                 The CONTRACTOR shall inform all persons engaged in the performance of this
                   Agreement at the AUTHORITY’s Properties of all such hazards and shall instruct such
                   persons in connection with any necessary associated safety measures.

8.10      AUTHORITY Responsibilities

        8.10.1               The AUTHORITY shall perform the AUTHORITY’s Responsibilities as set out in
                   Schedule 22.

        8.10.2               The AUTHORITY shall provide telecoms and courier services as set out in
                   Schedule 11.

8.11      Further Assurance

        8.11.1                Both parties shall at their own expense promptly:
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                   8.11.1.1         execute all documents and do all acts and things reasonably
                                required by the other party to give effect to the terms of this Agreement;
                                and

                   8.11.1.2           within such time limits as are reasonable within the circumstances,
                                provide all accurate information, documentation and assistance
                                reasonably requested by the other party to enable that other party to
                                fulfil its obligations hereunder.

8.12      Provision of Information relating to Claimants

        The AUTHORITY shall use all reasonable endeavours to notify information to the
        CONTRACTOR of any Claimants who have been classified by the AUTHORITY as potentially
        violent provided that the AUTHORITY cannot accept any liability for any claims arising out of
        such notification or by any failure by the AUTHORITY to provide such information to the
        CONTRACTOR.

8.13      Consent

        The AUTHORITY shall use all reasonable endeavours to obtain the prior written consent of a
        Claimant where medical evidence in respect of that Claimant is to be obtained from a third
        party provided that the AUTHORITY cannot accept any liability for any claims arising out of a
        failure by the AUTHORITY to obtain such written consent.

9.      WARRANTIES AND STANDARDS

9.1       Provision of Services

        The CONTRACTOR warrants and represents that:

        9.1.1                the Services shall be performed by appropriately experienced, qualified
                   and trained personnel with all reasonable skill, care and diligence;

        9.1.2                  the CONTRACTOR shall discharge its obligations under this Agreement
                   with all reasonable skill, care and diligence including but not limited to good industry
                   practice and (without limiting the generality of this Clause) in accordance with its
                   own established internal procedures;

        9.1.3                the Services shall be performed in compliance with all applicable laws,
                   enactments, orders, regulations, policies and other similar instruments in force at
                   the date of this Agreement. Any changes to applicable laws, enactments, orders,
                   regulations, policies and other similar instruments shall be dealt with in accordance
                   with Clause 8.5.7;

        9.1.4                 the Services shall be performed in accordance with all applicable Service
                   Levels in this Agreement;

        9.1.5                 the Services shall be performed in such a way as to cause a minimum of
                   disruption to the business of the AUTHORITY.

9.2       EMU

        9.2.1                 The Contractor warrants that the Services will:

                   9.2.1.1         be capable of performing all functions set out in Schedule 2 and
                                Schedule 4 for sterling and for the common currency adopted
                                generally by members of the European Union (the “euro”);

                   9.2.1.2          comply with all legal requirements applicable to the euro in the
                                United Kingdom, including but without limitation, the rules on
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                                conversion and rounding set out in the EC Regulation number 1103/97;
                                and

                   9.2.1.3          be capable of displaying and printing and will incorporate in all
                                relevant screen layouts, all symbols and codes adopted by the
                                Government in relation to the euro.

9.3       Title and Non-Infringement of IPRs

        9.3.1                 The CONTRACTOR warrants and represents that:

                   9.3.1.1          the provision of the Services and the AUTHORITY’s use thereof
                                shall not infringe any Intellectual Property Rights of any third party;

                   9.3.1.2          in the event of the exercise of the AUTHORITY’s or Replacement
                                Contractor’s rights under Schedule 26 to purchase any assets the
                                AUTHORITY or Replacement Contractor shall acquire title to any
                                equipment sold to the AUTHORITY or Replacement Contractor free
                                from all encumbrances and the AUTHORITY or Replacement
                                Contractor shall have the right to quiet possession of such equipment;

                   9.3.1.3           all equipment leases, maintenance agreements, support
                                agreements and all other supply and services agreements which are
                                relevant and necessary for the provision of the Services are assignable
                                at no cost (except for any charges payable thereunder) to the
                                AUTHORITY or the Replacement Contractor upon the termination of
                                this Agreement;

                   9.3.1.4          the CONTRACTOR will use all reasonable endeavours to ensure
                                that all licences and maintenance agreements relating to the Software
                                and all other licences of Intellectual Property Rights to which the
                                CONTRACTOR is a party and which are relevant and necessary to the
                                provision of the Services, are assignable to the AUTHORITY or the
                                Replacement Contractor upon the termination of this Agreement; and

                   9.3.1.5           all warranties, guarantees and other rights given to the
                                CONTRACTOR or procured for the CONTRACTOR in respect of the
                                equipment referred to in Clause 9.3.1.2, in respect of the maintenance
                                agreements, support agreements and all other supply and services
                                agreements referred to in Clause 9.3.1.3 and/or in respect of the
                                licences and maintenance agreements referred to in Clause 9.3.1.4)
                                will be assigned to the AUTHORITY upon the termination of this
                                Agreement.

        9.3.2             For the avoidance of doubt the indemnity in Clause 10.7 shall be the
                   AUTHORITY’s sole remedy for a breach of Clause 9.3.1.1.

9.4       Statements and Representations

        The CONTRACTOR warrants and represents that all written statements and representations
        made to the AUTHORITY in connection with tendering for and entering into this Agreement
        are, to the best of its knowledge, information and belief, true and accurate and that it will
        advise the AUTHORITY of any fact, matter or circumstance of which it may become aware
        which would render any such written statement or representation to be false or misleading.

9.5       Standards and Policies

        9.5.1                 Medical/Professional



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                   The CONTRACTOR warrants and represents that the Services shall comply with,
                   and be provided in accordance with, the medical and professional standards
                   specified in Schedule 4.

        9.5.2                 Legislation/Policy

                   9.5.2.1          Subject to Clause 8.5.7 the CONTRACTOR represents and
                                warrants that the Services shall comply with and be provided in
                                accordance with:

                                (a)      all laws (including any applicable case law), statutes,
                                         enactments, orders, regulations, policies or other similar
                                         instruments of general application applicable thereto as
                                         amended by any subsequent law, statute, enactment, order,
                                         regulation, policy or instrument or as contained in any
                                         subsequent re-enactment thereof; and

                                (b)      all policies and changes thereto affecting the AUTHORITY as
                                         may be notified to the CONTRACTOR from time to time, and
                                         for the purpose of the foregoing the AUTHORITY shall take all
                                         reasonable steps to advise the CONTRACTOR only of any
                                         changes to AUTHORITY policies which will affect the provision
                                         of the Services in accordance with this Agreement.

        9.5.3                 IT/Technical/Other

                   9.5.3.1            The CONTRACTOR warrants and represents that:

                                (a)      the Services shall comply with, and be provided in accordance
                                         with, the IT, technical and other standards specified in
                                         Schedule 23 and all components and equipment supplied
                                         and/or used in the course of the provision of the Services shall
                                         be operated and maintained in accordance with their technical
                                         specifications; and

                                (b)      the provision of the Services shall not cause electrical
                                         interference beyond the limits laid down in the relevant
                                         standard specified in Schedule 23, provided that for the
                                         purpose of this Clause the Services shall be deemed to include
                                         the operation of any testing and monitoring instruments used in
                                         connection with the provision of the Services.

9.6       Authority and Approval

        9.6.1                 The CONTRACTOR warrants and represents that:

                   9.6.1.1          it has full capacity and authority and all necessary licences, permits
                                and consents (including but not limited to, where its circumstances and
                                procedures so require, the consent of its Parent Company) to enter into
                                and to perform this Agreement;

                   9.6.1.2          this Agreement is executed by a duly authorised representative of
                                the CONTRACTOR; and

                   9.6.1.3          the execution and delivery of this Agreement, and the performance
                                by the CONTRACTOR of its obligations under it, will not:

                                (a)         result in a breach of any provision of the Memorandum or
                                            Articles of Association or Partnership Deed, if applicable, of
                                            the CONTRACTOR; or
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                                (b)         result in a breach of or constitute a default under any
                                            instrument or agreement to which the CONTRACTOR is a
                                            party to or by which the CONTRACTOR is bound; or

                                (c)         result in a breach of any order, judgement or decrees of any
                                            court or Governmental agency to which the CONTRACTOR
                                            is a party or by which the CONTRACTOR is bound.

        9.6.2                 The AUTHORITY warrants and represents that:

                   9.6.2.1         it has full capacity and authority and all necessary licences, permits
                                and consents to enter into and to perform this Agreement; and

                   9.6.2.2          this Agreement is executed by a duly authorised representative of
                                the AUTHORITY.

9.7       Exclusion of Warranties

        Except as expressly stated in this Agreement, all warranties and conditions by either party
        (including without limitation, warranties and conditions as to fitness for purpose and
        description), whether express or implied by statute, common law or otherwise are hereby
        excluded to the extent permitted by law.

10.     REMEDIES AND LIABILITIES

10.1      Audit Access

        10.1.1               The CONTRACTOR shall keep or cause to be kept full and accurate
                   records (including without limitation, financial documents detailing expenditure and
                   income and including computerised records and data) on all Assets, Software,
                   Transferring Properties, Transferring Authority Employees, materials used and
                   Services performed in connection with this Agreement (“the Records.”)

        10.1.2               For the avoidance of doubt, except where specifically provided for in this
                   Clause 10.1, neither the CONTRACTOR nor its Subcontractors or other
                   representatives shall be entitled to reimbursement by the AUTHORITY for any
                   costs or expenses incurred as a result of compliance with their respective
                   obligations hereunder.

        10.1.3                The CONTRACTOR shall grant to the AUTHORITY, any statutory or
                   regulatory auditors of the AUTHORITY and their respective authorised agents the
                   right of reasonable access at all reasonable times and upon reasonable notice to
                   inspect and take copies from the Records and/or any sites and/or materials and
                   shall provide access to the CONTRACTOR’s personnel and provide all reasonable
                   assistance at all times during the currency of this Agreement and for a period of six
                   (6) years after the termination for whatever reason of this Agreement for the
                   purposes of allowing the AUTHORITY to obtain such information as is necessary
                   to:

                   10.1.3.1         fulfil the AUTHORITY’s obligations to supply information relating to
                                this Agreement for parliamentary, governmental, judicial or other
                                external administrative purposes; and/or

                   10.1.3.2          audit the CONTRACTOR’s compliance with its obligations under
                                this Agreement; and/or

                   10.1.3.3         audit all activities, security and integrity in connection with the
                                provision of the Services.


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        10.1.4               Where the AUTHORITY exercises its right of access pursuant to Clause
                   10.1.3 through its authorised agents the AUTHORITY shall allow the
                   CONTRACTOR to make representations to the AUTHORITY concerning the
                   appropriateness of any such authorised agent and the AUTHORITY shall have due
                   regard to such representations.      The CONTRACTOR shall be repaid any
                   reasonable expenses incurred in giving any such reasonable assistance for the
                   purposes set out in Clause 10.1.3.2 and 10.1.3.3 unless the audit is exercised in
                   accordance with the audit access requirements set out in Clause 10.1.5.

        10.1.5                Without prejudice to the foregoing, in the event of an investigation by the
                   AUTHORITY or its authorised agents into suspected fraudulent activity or other
                   impropriety by the CONTRACTOR or any third party in connection with this
                   Agreement or the provision of the Services the AUTHORITY reserves for itself, any
                   statutory or regulatory auditors of the AUTHORITY and their respective authorised
                   agents the right of immediate access to the Records described in Clause 10.1.1
                   above and/or any sites and/or materials and/or personnel and the CONTRACTOR
                   agrees to render all necessary assistance to the conduct of such investigation at all
                   times during the currency of this Agreement or at any time thereafter. The
                   CONTRACTOR shall be repaid any reasonable expenses incurred in giving such
                   assistance in the event that no fraud or other impropriety is discovered.

        10.1.6                For the purposes of:

                   10.1.6.1        the examination and certification of the accounts of the
                                AUTHORITY; and/or

                   10.1.6.2        any examination pursuant to Section 6(1) of the National Audit Act
                                1983 of the economy, efficiency and effectiveness with which the
                                AUTHORITY has used its resources,

                   the Comptroller and Auditor General and/or his representatives (“C&AG”) shall
                   have the right to examine the Records and all such documents and other
                   information owned, maintained or held by, or otherwise in the control of, the
                   CONTRACTOR (including computerised records and data) as the C&AG may
                   reasonably require or consider necessary. The CONTRACTOR shall provide
                   access (and shall procure that any person acting on the CONTRACTOR’s behalf
                   who has such documents and/or other information shall also provide access) to
                   such documents and/or further information for the C&AG for such purposes.
                   Further, the CONTRACTOR shall furnish to the C&AG such oral or written
                   explanations as he requires for such purposes. The C&AG shall bear the costs
                   incurred by himself of such examination and clarification. The CONTRACTOR shall
                   bear its own costs of complying with the requirements of this Clause 10.1.6.

        10.1.7                For the avoidance of doubt, it is hereby declared that Clause 10.1.6 does
                   not constitute a requirement or agreement for the examination, certification or
                   inspection of the accounts of the CONTRACTOR by the C&AG under Section
                   6(3)(d) of the National Audit Act 1983.

        10.1.8               The CONTRACTOR shall take all steps necessary and possible to
                   procure that any Subcontractor or other representative engaged by it during the
                   term hereof in connection with the provision of the Services (and shall use its
                   reasonable endeavours to procure that the Subcontractors existing on the date
                   hereof) shall also keep or cause to be kept full and accurate Records and shall
                   grant and allow the same rights of access and accept the same obligations to
                   provide information as are granted, allowed and/or accepted under this Clause
                   10.1.

        10.1.9               For the avoidance of doubt, but without prejudice to the AUTHORITY’s
                   audit rights under Clause 10.1.3, nothing in this Clause 10.1 shall require the
                   CONTRACTOR to grant access to information relating to its profit margins.
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        10.1.10              Notwithstanding the provisions of Clause 10.2, the AUTHORITY shall use
                   its reasonable endeavours to co-ordinate the application of its audit rights so as to
                   ensure that the provision of any of the Services by the CONTRACTOR is not
                   unreasonably disrupted or delayed.

10.2      Open Book Accounts

        10.2.1              The CONTRACTOR shall annually provide to the AUTHORITY a
                   statement of costs no later than one (1) month after Annual Review.

        10.2.2                  The statement of costs shall set out the CONTRACTOR’s actual costs,
                   expenses and profits in providing the Services since the date of the Agreement, or
                   if it exists, any previous statement of costs:

                   10.2.2.1          the actual capital expenditure, including capital replacement costs
                                (including details of expected assets lives);

                   10.2.2.2         actual operating expenditure relating to the provision of the
                                Services, with an analysis showing the costs of number of hours
                                worked by referenced to timesheets or any other suitable evidence of
                                time spent providing the Services;

                   10.2.2.3          all interest, expenses and other third party financing costs;

                   10.2.2.4          details of the overhead recoveries that have been made; and

                   10.2.2.5         the profit before tax which the CONTRACTOR has achieved in the
                                provision of the Services including any profit element forming any part
                                of the overhead recoveries disclosed by reason of Clause 10.2.2.4
                                above.

        10.2.3             The CONTRACTOR shall, prior to delivery of the statement of costs to
                   the AUTHORITY:

                   10.2.3.1          ensure that the statement of costs is reviewed by its auditors who
                                will verify the information contained in the statement of costs and that
                                any allocation of overhead recoveries is fair and reasonable; and

                   10.2.3.2          provide a written statement from its auditors confirming their review
                                of the statement of costs in accordance with this Clause 10.2.

10.3      Service Credits and Liquidated Damages

        10.3.1               In the event that due to a Default of the CONTRACTOR the Services fail
                   to meet the Service Levels contained in Schedule 5, the CONTRACTOR shall, as
                   an adjustment to the Charges credit the AUTHORITY with Service Credits
                   calculated in accordance with Schedule 25.

        10.3.2               In the event that due to its Default the CONTRACTOR fails to commence
                   the Services on the Cutover Date the CONTRACTOR shall, pay to the
                   AUTHORITY Liquidated Damages calculated in accordance with Schedule 25 of
                   this Agreement for each day of delay up to a maximum of one hundred (100) days.

        10.3.3                The parties acknowledge that the Service Credits and Liquidated
                   Damages referred to in this Clause and specified in Schedule 25 are a genuine pre-
                   estimate of the loss likely to be suffered by the AUTHORITY and that the figures
                   therein are reasonable.

        10.3.4            Without prejudice to any other non-financial rights or remedies of the
                   AUTHORITY, the Service Credits and Liquidated Damages recoverable by the
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                   AUTHORITY in accordance with this Clause 10.3 shall be the AUTHORITY’s sole
                   financial remedy in respect of any Default to which this Clause 10.3 applies, but
                   only to the extent so specified in Schedule 25.

10.4      Additional Resources

        In the event that the Services hereunder are not provided in accordance with all applicable
        provisions hereof as a result of a Default of the CONTRACTOR, the CONTRACTOR shall, at
        the request of the AUTHORITY and without prejudice to the AUTHORITY’s other rights and
        remedies, arrange all such additional resources as are reasonably necessary to correct such
        failure as early as practicable thereafter and at no additional charge to the AUTHORITY.

10.5      Non-conforming Services

        10.5.1                 In the event that, as a result of its Default, the CONTRACTOR fails to
                   perform the Services, or any of them, in accordance with this Agreement, and such
                   failure is not caused by the AUTHORITY, or by its employees or authorised agents,
                   then the AUTHORITY may elect, in addition to any other remedies that may be
                   available to it either under this Agreement or otherwise, one or more of the
                   following remedies:

                   10.5.1.1         the AUTHORITY may require the CONTRACTOR, at the
                                CONTRACTOR’s own expense, promptly to remedy any Default or re-
                                perform any non-conforming Services; or

                   10.5.1.2         the AUTHORITY may withhold from payment to the
                                CONTRACTOR or recover as a sum of money due from the
                                CONTRACTOR the Charges or any portion thereof that are allocable to
                                the Default or non-conforming Services other than where Service
                                Credits are applicable to the failure in which case the recovery of such
                                Service Credits shall be, subject to Clause 10.3.3, the sole financial
                                remedy of the AUTHORITY in respect of such failure; or

                   10.5.1.3         if the CONTRACTOR fails to remedy the Default or re-perform any
                                non-conforming Services pursuant to Clause 10.5.1.1 within thirty (30)
                                days after notice thereof is given to the CONTRACTOR, the
                                AUTHORITY may either remedy any Default or re-perform any non-
                                conforming Services itself or have them remedied by a third party on its
                                behalf, and in either case the CONTRACTOR shall pay the reasonable
                                costs so incurred by the AUTHORITY.

10.6      Recovery of Sums Due

        If any sum of money shall be due from the CONTRACTOR, the same may be deducted from
        any sum then due or which at any time thereafter may become due to the CONTRACTOR
        under this Agreement or under any other agreement between the CONTRACTOR and the
        AUTHORITY.

10.7      IPR Indemnity

        10.7.1                The CONTRACTOR shall indemnify the AUTHORITY against all claims,
                   demands, actions, costs, expenses (including but not limited to legal costs and
                   disbursements on a solicitor and client basis), losses and damages arising from or
                   incurred by reason of any infringement or alleged infringement (including but not
                   limited to the defence of such alleged infringement) in the United Kingdom of any
                   Intellectual Property Right in the CONTRACTOR Software, Specially Written
                   Software and CONTRACTOR Third Party Software.

        10.7.2              The CONTRACTOR shall promptly notify the AUTHORITY if any claim or
                   demand is made or action brought against the CONTRACTOR for infringement or
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                   alleged infringement of any Intellectual Property Right which may affect the use of
                   the Services.

        10.7.3                 The AUTHORITY shall promptly notify the CONTRACTOR if any claim or
                   demand is made or action brought against the AUTHORITY to which Clause 10.7.1
                   may apply. The CONTRACTOR shall at its own expense conduct any litigation
                   arising therefrom and all negotiations in connection therewith and the AUTHORITY
                   hereby agrees to grant to the CONTRACTOR exclusive control of any such
                   litigation and such negotiations.

        10.7.4                The AUTHORITY shall at the request of the CONTRACTOR afford to the
                   CONTRACTOR all reasonable assistance for the purpose of contesting any claim
                   or demand made or action brought against the AUTHORITY to which Clause 10.7.1
                   may apply or any claim or demand made or action brought against the
                   CONTRACTOR to which Clause 10.7.2 may apply. The CONTRACTOR shall
                   reimburse the AUTHORITY for all costs and expenses (including but not limited to
                   legal costs and disbursements on a solicitor and client basis) incurred in so doing.

        10.7.5                The AUTHORITY shall not make any admissions which may be
                   prejudicial to the defence or settlement of any claim, demand or action for
                   infringement or alleged infringement of any Intellectual Property Right to which
                   Clause 10.7.1 may apply or any claim or demand made or action brought against
                   the CONTRACTOR to which Clause 10.7.2 may apply.

        10.7.6               If a claim or demand is made or action brought to which Clause 10.7.1
                   may apply or in the reasonable opinion of the CONTRACTOR is likely to be made
                   or brought, the CONTRACTOR may at its own expense:

                   10.7.6.1         modify any or all of the Services without reducing the performance
                                and functionality of the same, or substitute services of equivalent
                                performance and functionality for any or all of the Services, so as to
                                avoid the infringement or the alleged infringement provided that the
                                terms herein shall apply mutatis mutandis to such modified or
                                substituted services and such modified or substituted services shall be
                                acceptable to the AUTHORITY, such acceptance not to be
                                unreasonably withheld or delayed; or

                   10.7.6.2         procure a licence to use the Services on terms which are
                                acceptable to the AUTHORITY (such acceptance not to be
                                unreasonably withheld or delayed); or

                   10.7.6.3         take such other action as the CONTRACTOR may propose and the
                                AUTHORITY may agree (such agreement not to be unreasonably
                                withheld or delayed) as appropriate to avoid or settle such claim,
                                demand or action.

        10.7.7              The foregoing provisions of this Clause 10.7 shall not apply in so far as
                   any such claim or demand or action is in respect of:

                   10.7.7.1         any use by or on behalf of the AUTHORITY of the Services in
                                combination with any products or services not supplied or approved
                                (such approval not to be unreasonably withheld or delayed) by the
                                CONTRACTOR where such combination directly gives rise to the
                                claim, demand or action; or

                   10.7.7.2         any use by the AUTHORITY of the Services in a manner not
                                reasonably to be inferred from the specifications in this Agreement or
                                the Service Specification as amended from time to time.



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        10.7.8                If the CONTRACTOR has availed itself of its rights to modify the Services
                   or to supply substitute services pursuant to Clause 10.7.6.1 or to procure a licence
                   under Clause 10.7.6.2 and such exercise of the said rights has avoided any claim,
                   demand or action for infringement or alleged infringement, or if the CONTRACTOR
                   has otherwise avoided or settled the claim, demand or action for infringement or
                   alleged infringement in accordance with Clause 10.7.6.3, then the CONTRACTOR
                   shall have no further liability thereafter under this Clause in respect of the said
                   claim, demand or action.

        10.7.9               If a modification or substitution in accordance with Clause 10.7.6.1 above
                   is not possible so as to avoid the infringement or the CONTRACTOR has been
                   unable to procure a licence in accordance with Clause 10.7.6.2 or if the
                   CONTRACTOR has been unable to take appropriate action in accordance with
                   Clause 10.7.6.3:

                   10.7.9.1         it shall be deemed to be a Default not capable of remedy and the
                                AUTHORITY shall be entitled to terminate this Agreement pursuant to
                                Clause 11.4.1.2; and

                   10.7.9.2         the CONTRACTOR shall be liable for the additional costs of a
                                reasonable equivalent replacement Solution or Services from a third
                                party or part thereof together with all reasonable additional costs
                                incurred in procuring, implementing and maintaining such replacements
                                from a third party.

                   10.7.10    This Clause 10.7 sets out the entire financial liability of the
                              CONTRACTOR with regard to the infringement of any Intellectual
                              Property Right by the use of the Services by or on behalf of the
                              AUTHORITY. For the avoidance of doubt this shall not affect the
                              CONTRACTOR’s financial liability for other Defaults or causes of action
                              that may arise.

10.8      General Indemnity

        10.8.1               The CONTRACTOR shall fully indemnify the AUTHORITY in respect of
                   any personal injury or loss of or damage to tangible property incurred by the
                   AUTHORITY or its respective employees and authorised agents to the extent that
                   such personal injury or loss of property is directly caused by any Default of the
                   CONTRACTOR, its employees or agents, or by any circumstances within its or their
                   control in connection with the performance or purported performance of this
                   Agreement.

        10.8.2               The CONTRACTOR shall fully indemnify the AUTHORITY against all
                   claims, demands, actions, costs, expenses, (including but not limited to legal costs
                   and disbursements on a solicitor and client basis), losses and damages in respect
                   of any personal injury or damage arising from or incurred by reason of the use of
                   the Services by any Claimant.

        10.8.3                In the event of any claim or demand being made or action brought to
                   which Clause 10.8.1 or 10.8.2 applies, the CONTRACTOR shall be promptly
                   notified thereof and the CONTRACTOR shall at its own expense conduct all
                   negotiations for settlement of the same and any legal proceedings that may arise
                   therefrom, and the AUTHORITY hereby agrees to grant to the CONTRACTOR
                   exclusive control over any such negotiations or litigation. The CONTRACTOR shall
                   consult with and pay due regard to the interests and views of the AUTHORITY in
                   the conduct of any defence to any claim or demand hereunder, but shall not be
                   required to comply with such interests or views. The AUTHORITY, its employees
                   and agents, shall at the request of the CONTRACTOR afford all reasonable
                   assistance for the purpose of contesting any such claim or demand or action and
                   shall be repaid any expense incurred in so doing and shall not make any
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                   admissions which may be prejudicial to the defence of such claim or demand or
                   action.

10.9      Remedies Cumulative

        Except as otherwise expressly provided in this Agreement, all remedies available to the
        CONTRACTOR or to the AUTHORITY for breach of this Agreement are cumulative and may
        be exercised concurrently or separately and the exercise of any one remedy shall not be
        deemed an election of such remedy to the exclusion of other remedies.

10.10     Waiver

        10.10.1               The failure of either party to insist upon strict performance of any
                   provision of this Agreement, or the failure of either party to exercise any rights or
                   remedy to which it is entitled hereunder, shall not constitute a waiver thereof and
                   shall not cause a diminution of the obligations established by this Agreement.

        10.10.2                A waiver of any Default shall not constitute a waiver of any subsequent
                   Default.

        10.10.3                No waiver of any of the provisions of this Agreement shall be effective
                   unless it is expressly stated to be a waiver and communicated to the other parties
                   in writing in accordance with the provisions of Clause 8.3.

10.11     Limits of Liability

        10.11.1              Neither party excludes or limits liability to the other party for death or
                   personal injury, fraud or any breach of any obligations implied by Section 12 of the
                   Sale of Goods Act 1979 or Section 2 of the Supply of Goods and Services Act
                   1982.

        10.11.2                Nothing in this Clause shall be taken as limiting the liability of:

                   10.11.2.1        the AUTHORITY to pay any Charges due and payable or any
                                 Termination Payments due and payable; or

                   10.11.2.2         the CONTRACTOR for any direct losses or damages in respect of
                                 the following Clauses: 12.6 (Protection of Data and Social Security
                                 Administration Act); 12.1 (Corrupt Gifts and Payments of Commission);
                                 12.2 (Discrimination).

        10.11.3               Subject always to Clauses 10.11.1 and 10.11.2, the liability of either party
                   for Defaults shall be subject to the financial limits set out in this Clause as follows:-

                   10.11.3.1         the aggregate liability under this Agreement (by way of indemnity
                                 or otherwise) of either party during each Year of this Agreement for all
                                 Defaults that occur during that Year shall in no event exceed fifty per
                                 cent (50%) of the Charges paid and payable by the AUTHORITY for
                                 the Services during the Year of this Agreement in which the Default
                                 occurs (as determined at the date of the Default); and

                   10.11.3.2         This section has been removed as it contains information
                                 which is exempt under Section 43 of the Freedom of Information
                                 Act 2000. This is due to it being commercially sensitive.

        10.11.4              On the first and subsequent anniversary date of the Commencement
                   Date, the monetary limit set forth in Clause 10.11.3.2 shall increase by a
                   percentage which is equal to the Retail Price Index (RPI), provided that if the RPI is
                   no longer published, a replacement or equivalent index shall be used.

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        10.11.5               Subject always to Clause 10.11.1, in no event shall either party be liable
                   to the other for:

                   10.11.5.1         loss of profits, business, revenue, goodwill or anticipated savings
                                (including such losses incurred in the provision of services to third
                                parties); and/or

                   10.11.5.2         indirect or consequential loss or damage.

        10.11.6                The provisions of Clauses 10.11.5.1 and 10.11.5.2 shall not be taken as
                   limiting the right of either party to claim from the other party for:

                   10.11.6.1       direct additional       operational    and    administrative    costs   and
                                expenses; and/or

                   10.11.6.2        direct expenditure or charges rendered unnecessary as a result of
                                any Default by the other party.

        10.11.7                The parties expressly agree that any order for specific performance made
                   in connection with this Agreement in respect of either party shall be subject to the
                   financial limitations set out in Clause 10.11.3.

        10.11.8               The parties expressly agree that should any limitation or provision
                   contained in this Clause be held to be invalid under any applicable statute or rule of
                   law it shall to that extent be deemed omitted but if any party thereby becomes liable
                   for loss or damage which would otherwise have been excluded such liability shall
                   be subject to the other limitations and provisions set out herein.

10.12     Force Majeure

        10.12.1               For the purposes of this Agreement the expression “Force Majeure” shall
                   mean any cause affecting the performance by a party of its obligations arising from
                   acts, events, omissions, happenings or non-happenings beyond its reasonable
                   control including (but without limiting the generality thereof) governmental
                   regulations, fire, flood, or any disaster, or an industrial dispute affecting a third party
                   for which a substitute third party is not reasonably available. Any act, event,
                   omission, happening or non-happening will only be considered Force Majeure if it is
                   not attributable to the wilful act, neglect or failure to take reasonable precautions of
                   the affected party, its servants, agents or employees. For the avoidance of doubt,
                   any industrial dispute affecting the employees of the AUTHORITY or of the
                   CONTRACTOR or its Subcontractors shall not be considered an event of Force
                   Majeure.

        10.12.2               Neither party shall in any circumstances be liable to the other for any loss
                   of any kind whatsoever including but not limited to any damages or abatement of
                   Charges or Service Credits whether directly or indirectly caused to or incurred by
                   the other party by reason of any failure or delay in the performance of its obligations
                   hereunder which is due to an event of Force Majeure. Notwithstanding the
                   foregoing, each party shall use all reasonable endeavours to continue to perform,
                   or resume performance of, such obligations hereunder for the duration of such
                   Force Majeure event. In the case of the CONTRACTOR, the parties shall agree an
                   orderly process for such continuation or resumption of performance (such
                   agreement not to be unreasonably withheld or delayed), and the CONTRACTOR
                   shall comply with such process. The CONTRACTOR shall remain liable to perform
                   the Business Continuity and Disaster Recovery Services (as specified in Schedule
                   33), save where such Business Continuity and Disaster Recovery Services are
                   themselves also affected by Force Majeure, in which case the CONTRACTOR shall
                   be required to use all reasonable endeavours to perform such Contingency
                   Services.


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        10.12.3               If either of the parties shall become aware of circumstances of
                   Force Majeure which give rise to or which are likely to give rise to any such failure
                   or delay on its part it shall forthwith notify the other by the most expeditious method
                   then available and shall inform the other of the period which it is estimated that
                   such failure or delay shall continue.

        10.12.4               It is expressly agreed that any failure by either Party to perform or any
                   delay by either Party in performing its obligations under this Agreement which
                   results from any failure or delay in the performance of its obligations by any person,
                   firm or company with which either Party shall have entered into any such contract,
                   supply arrangement or Subcontract or otherwise, shall be regarded as a failure or
                   delay due to an event of Force Majeure only in the event that such person, firm or
                   company shall itself be prevented from or delayed in complying with its obligations
                   under such contract, supply arrangement or Subcontract or otherwise as a result of
                   circumstances of Force Majeure.

        10.12.5             The AUTHORITY may terminate this Agreement by notice in writing to
                   the CONTRACTOR where a Force Majeure event has substantially prevented or
                   delayed either party from performing its obligations under this Agreement
                   continuously during the immediately preceding six (6) months.

        10.12.6              Where the Services are only partially affected by a Force Majeure event
                   the Charges shall continue to be payable in respect of those Services (including
                   any Business Continuity and Disaster Recovery) that the CONTRACTOR continues
                   to provide in accordance with this Agreement. The Charges payable shall be
                   calculated in accordance with the mechanism set out in Schedule 12.

10.13     Loss of Data

        10.13.1              The CONTRACTOR and the AUTHORITY shall each take reasonable
                   precautions (having regard to the nature of their other respective obligations under
                   this Agreement) to preserve the integrity of the AUTHORITY Data and to prevent
                   any corruption or loss of the AUTHORITY Data.

        10.13.2              The CONTRACTOR shall ensure that a back-up copy of the
                   AUTHORITY Data is made at the end of each Working Day and that such copy is
                   recorded on media from which the AUTHORITY Data can be re-loaded in the event
                   of any corruption or loss of the AUTHORITY Data.

        10.13.3              In the event that the AUTHORITY Data is corrupted or lost as a result of
                   any Default by the CONTRACTOR the AUTHORITY shall have the option, in
                   addition to any other remedies that may be available to it either under this
                   Agreement or otherwise, to elect either of the following remedies:

                   10.13.3.1        the AUTHORITY may require the CONTRACTOR at its own
                                expense to restore or procure the restoration of the AUTHORITY Data
                                using the back-up copy referred to in Clause 10.13.2; or

                   10.13.3.2        the AUTHORITY may itself restore or procure restoration of the
                                AUTHORITY Data using the back-up copy referred to in Clause
                                10.13.2 which shall be made available to the AUTHORITY by the
                                CONTRACTOR, and the AUTHORITY shall be repaid by the
                                CONTRACTOR any reasonable expenses so incurred.

10.14     Alternative Dispute Resolution

        10.14.1               All disputes between the AUTHORITY and the CONTRACTOR arising
                   out of or relating to this Agreement shall be referred, by either party, to the Joint
                   Body.

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        10.14.2                If any dispute cannot be resolved by the Joint Body within a maximum of
                   fourteen (14) days (or such other time as otherwise agreed in writing by the parties)
                   after it has been referred under Clause 10.14.1, that dispute shall be referred to the
                   AUTHORITY and a more senior representative nominated by the CONTRACTOR
                   for resolution.

        10.14.3              If the dispute cannot be resolved by the relevant parties’ representatives
                   nominated under Clause 10.14.2 within a maximum of fourteen (14) days (or such
                   other time as otherwise agreed in writing by the parties) after it has been referred
                   under Clause 10.14.2:

                   10.14.3.1        if the dispute is of a technical nature or is expressed by this
                                Agreement to be subject to expert determination, by agreement
                                between the relevant parties it may be referred for final determination
                                to an expert (referred to in this Clause as the “Neutral Adviser”) who
                                shall be deemed to act as expert and not as arbitrator; or

                   10.14.3.2         otherwise the parties will attempt to settle the dispute by mediation
                                in accordance with the CEDR Model Mediation Procedure of failing that
                                it shall be determined pursuant to Clause 1.3.1.

        10.14.4               The Neutral Adviser shall be selected by mutual agreement or, failing
                   agreement, within fourteen (14) days after a request by one relevant party to the
                   other, shall be chosen at the request of any party by the President for the time
                   being of the Chartered Institute of Arbitrators who shall be requested to choose a
                   suitably qualified and experienced Neutral Adviser for the dispute in question.

        10.14.5               Fourteen (14) days after the Neutral Adviser has accepted the
                   appointment the relevant parties shall submit a written report on the dispute to the
                   Neutral Adviser and to each other and seven (7) days thereafter shall submit any
                   written replies they wish to make to the Neutral Adviser and to each other.

        10.14.6              The relevant parties will then afford the Neutral Adviser all necessary
                   assistance which the Neutral Adviser requires to consider the dispute.

        10.14.7              The Neutral Adviser shall be instructed to deliver his determination to the
                   relevant parties within fourteen (14) days (or such other period as may be agreed
                   between the parties and the Neutral Adviser) after the submission of the written
                   reports pursuant to Clause 10.14.5.

        10.14.8               Decisions of the Neutral Adviser shall be final and binding and not
                   subject to appeal except in the case of fraud or manifest error.

        10.14.9              The Neutral Adviser shall have the same powers to require any party to
                   produce any documents or information to him and the other party as an arbitrator
                   and each relevant party shall in any event supply to him such information which it
                   has and is material to the matter to be resolved and which it could be required to
                   produce on discovery.

        10.14.10              The fees of the Neutral Adviser shall be borne by the parties in the
                   proportions determined by the Neutral Adviser having regard (amongst other
                   things) to the conduct of the parties in relation to the dispute in question.

        10.14.11             Work and activity to be carried out under this Agreement shall not cease
                   or be delayed by this alternative dispute resolution procedure.

10.15     Step In Action

        10.15.1             If at any time during the term of this Agreement the AUTHORITY
                   reasonably believes that it needs to take Step-in Action in respect of any Service:
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                   10.15.1.1        because an event of Force Majeure has occurred which would
                                seriously prejudice the continued provision of such Service in
                                accordance with the Service Levels and this Agreement, or because
                                there is a serious risk of such an event of Force Majeure occurring, or

                   10.15.1.2        because the AUTHORITY is entitled to terminate this Agreement,
                                pursuant to Clauses 11.3 or 11.4; or

                   10.15.1.3        because there is a serious risk that the AUTHORITY be entitled to
                                terminate this Agreement pursuant to Clauses 11.3 or 11.4,

                   the AUTHORITY shall be entitled to take Step-in Action in accordance with Clauses
                   10.15.2 to 10.15.6 below.

        10.15.2                Where the AUTHORITY wishes to exercise its entitlement in Clause
                   10.15.1 to take Step-in Action and provided that the AUTHORITY has, where
                   reasonably practicable, first consulted with the CONTRACTOR and the
                   CONTRACTOR has been unable to demonstrate to the AUTHORITY’s reasonable
                   satisfaction that it is able to provide the Services in accordance with this
                   Agreement, it shall notify the CONTRACTOR in writing of the following matters (and
                   shall use reasonable endeavours to provide such notification fourteen (14) days
                   prior to the date the action will commence):

                   10.15.2.1         the action that it intends to take;

                   10.15.2.2         the reason for taking such action;

                   10.15.2.3         the date from which such action shall commence;

                   10.15.2.4         the time period that it believes to be necessary for such action; and

                   10.15.2.5        to the extent practicable, the effect on the CONTRACTOR and its
                                obligation to provide the Services during the period such action is being
                                taken.

        10.15.3               Following service of such notice, the AUTHORITY may take Step-In
                   Action as notified under Clause 10.15.2 above and any consequential additional
                   action as it reasonably believes is necessary (together, the “Required Action”) and
                   the CONTRACTOR shall give all reasonable assistance to the AUTHORITY while it
                   is taking such Required Action.

        10.15.4              If Step-In Action arises then for so long as and to the extent that the
                   Required Action is taken, and this prevents the CONTRACTOR from providing any
                   part of the Services the CONTRACTOR shall be relieved from its obligations to
                   provide such part of the Services and from any liability for not providing such
                   Services and/or for any consequences of such non-performance to the extent
                   required as a result of the Required Action.

        10.15.5               Where the AUTHORITY has exercised its rights to take the Required
                   Action pursuant to this Clause, it shall act in accordance with good industry practice
                   and (without prejudice to the obligation to act in accordance with good industry
                   practice) in accordance with its own established internal procedures.

        10.15.6               The AUTHORITY shall be permitted to engage the services of any third
                   party to assist it in the performance of the Required Action. The AUTHORITY shall
                   notify the CONTRACTOR in advance of the identity of the third party and shall
                   procure that such third party enters into a confidentiality agreement in favour of the
                   CONTRACTOR on no less onerous terms than those set out in Clause 12.5.



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        10.15.7               Where the AUTHORITY has exercised its right to take Step-In Action
                   then the AUTHORITY shall cease to take Step-In Action and shall allow the
                   CONTRACTOR to resume the performance of the affected Services, where the
                   CONTRACTOR has demonstrated to the reasonable satisfaction of the
                   AUTHORITY that it will be capable of providing such Services in accordance with
                   this Agreement. Where the CONTRACTOR has so demonstrated the AUTHORITY
                   shall deliver written notice (a Step-Out Notice) to the CONTRACTOR, specifying in
                   reasonable detail (to the extent that it is reasonably practicable to do so in all the
                   circumstances):

                   10.15.7.1         the action it has taken in exercising the Step-In Action; and

                   10.15.7.2        the date from which the CONTRACTOR is to resume the
                                performance of the Services, such date being reasonable in all the
                                circumstances.

11.     TERM AND TERMINATION

11.1      Term

        11.1.1                 Initial Term

                   11.1.1.1        This Agreement shall commence on the Commencement Date
                                and, unless renewed pursuant to Clause 11.1.2 or terminated in
                                accordance with the provisions of this Agreement or otherwise in
                                accordance with law or equity shall expire seven (7) years after the
                                Cutover Date.

        11.1.2                 Options to Extend

                   11.1.2.1          In the event only of termination of this Agreement by effluxion of
                                time, the CONTRACTOR hereby irrevocably grants to the AUTHORITY
                                an option at the AUTHORITY’s sole discretion to extend the term of this
                                Agreement for additional consecutive term of three (3) years and a
                                further additional consecutive term of two (2) years thereafter, such
                                options being exercisable in writing not less than two (2) years prior to
                                each such extension. The charges applicable to the first additional
                                extension of three (3) years shall be as set out in Schedule 12. The
                                charges applicable to the second extension of two (2) years shall be
                                subject to variation in accordance with Clause 11.1.2.3.

                   11.1.2.2         In the event of termination of this Agreement for any reason, the
                                CONTRACTOR hereby irrevocably grants to the AUTHORITY an
                                option to extend the term of this Agreement for a further period of up to
                                twelve (12) months such option being exercisable in writing by the
                                AUTHORITY not less than three (3) month(s) prior to such extension.
                                The charges applicable to this extension of twelve (12) months shall be
                                subject to variation in accordance with Clause 11.1.2.3.

                   11.1.2.3           Save as provided in Clause 11.1.2.1, any variation of the Charges
                                applicable to the extended terms shall be agreed by the parties
                                pursuant to the Change Control Procedures Failing such agreement
                                the Charges shall be those applicable during the year preceding the
                                date when the extended term commences. For the avoidance of doubt,
                                it is agreed that any such variation shall apply from the commencement
                                of the extended term and the relevant party shall make a balancing
                                payment or issue a balancing credit to the other party in the event that
                                the Charges as varied for the extended term differ from those actually
                                paid for the extended term up to the date of the variation.


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11.2      Break Option

        11.2.1                Without prejudice to the AUTHORITY’s other rights to terminate this
                   Agreement (or any part of the Services pursuant to Clause 11.9) or otherwise at law
                   or in equity, the AUTHORITY shall have the right to exercise the Break Option at
                   any time after the Commencement Date by service on the CONTRACTOR of
                   twelve (12) Month(s) prior written notice exercising the Break Option in accordance
                   with the provisions of Clause 8.3. Upon service of notice in accordance with this
                   Clause the performance of all Additional Services which the CONTRACTOR has
                   not at that time commenced performance shall automatically be cancelled
                   irrevocably as at the date of the notice.

        11.2.2                The Agreement (or any part of the Services pursuant to Clause 11.9)
                   shall terminate on the date specified in the notice served in accordance with Clause
                   11.2.1.

        11.2.3                 In the event of the notice being served pursuant to Clause 11.2.1 the
                   AUTHORITY shall on termination hereof pay to the CONTRACTOR the
                   Termination Charge (specified in Schedule 12). Such payment shall be in full and
                   final settlement of all claims, demands, suits, actions or liabilities of any nature
                   relating to the termination of this Agreement including all representations made
                   prior thereto.

        11.2.4                The CONTRACTOR shall use all reasonable efforts to ensure that any
                   contracts it enters into with a Subcontractor, landlord of property or other third party
                   in connection with or for the purposes of the provision of the Services, the
                   occupation of property in connection with the provision of the Services or otherwise
                   in connection with this Agreement shall provide the CONTRACTOR with rights
                   equal to those pertaining to the AUTHORITY under this Clause 11.2.

11.3      Grounds for Early Termination

        11.3.1               The AUTHORITY may at any time by notice in writing terminate any or all
                   of the Services as from the date of service of such notice if:

                   11.3.1.1         there is a change of control, as defined by Section 416 of the
                                Income and Corporation Taxes Act 1988, in the CONTRACTOR or its
                                Parent Company; or

                   11.3.1.2         a judgment or order made against the CONTRACTOR is not
                                complied with or set aside (or an application to set aside is not made)
                                within twenty-one (21) days or an encumbrancer takes possession of
                                the whole or any part of the undertaking, assets, rights or revenues
                                having an aggregate value of more than fifty thousand pounds
                                (£50,000) of the CONTRACTOR or of any goods having an aggregate
                                value of more than fifty thousand pounds (£50,000) in the possession
                                of the CONTRACTOR under any hire purchase, conditional sale,
                                leasing, retention of title or similar agreement or a distress, distraint,
                                execution or other process is levied or enforced upon any of the assets,
                                rights, undertaking or revenues having an aggregate value of more
                                than fifty thousand pounds (£50,000) of the CONTRACTOR or upon
                                any goods having an aggregate value of more than fifty thousand
                                pounds (£50,000) in the possession of the CONTRACTOR under any
                                hire purchase, conditional sale, leasing, retention of title or similar
                                agreement and is not discharged within twenty-one (21) days; or
                   11.3.1.3         the CONTRACTOR, being an individual, or where the
                                CONTRACTOR is a firm, any partner or partners in that firm who
                                together are able to exercise direct or indirect control, as defined by
                                Section 416 of the Income and Corporation Taxes Act 1988, shall at
                                any time become bankrupt or shall have a receiving order or
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                                administration order made against him or shall make any composition
                                or arrangement with or for the benefit of his creditors, or shall purport to
                                do so, including, without limitation, an individual voluntary arrangement
                                pursuant to the Insolvency Act 1986 or stops or suspends payment of
                                its debts or is unable to or admits inability to pay a debt within the
                                meaning of Section 268 of the Insolvency Act 1986 or in Scotland he
                                shall become apparently insolvent within the meaning of the
                                Bankruptcy (Scotland) Act 1985 as amended by the Bankruptcy
                                (Scotland) Act 1993 or any application shall be made under any
                                bankruptcy or insolvency act for the time being in force for
                                sequestration of his estate, or a trust deed shall be granted by him for
                                behalf of his creditors, or any similar event occurs under the law of any
                                other jurisdiction; or

                   11.3.1.4           where the CONTRACTOR is a company:

                                (a)      an administrative receiver or a receiver or a manager is
                                         appointed of the whole or any part of the undertaking, assets,
                                         rights or revenues of the CONTRACTOR (being a company);

                                (b)      the CONTRACTOR (being a company) stops or suspends
                                         payment of its debts or is unable to or admits inability to pay its
                                         debts (within the meaning of section 123 of the Insolvency Act
                                         1986 or otherwise but ignoring the references in that section to
                                         determination by the court) or becomes insolvent or proposes
                                         or commences negotiations with one or more of its creditors
                                         with a view to the general rescheduling of its debts or proposes
                                         or enters into any composition or other arrangement for the
                                         benefit of its creditors generally or any class of its creditors
                                         including, without limitation, a scheme of arrangement pursuant
                                         to the Companies Act 1985 or a company voluntary
                                         arrangement pursuant to the Insolvency Act 1986; or

                                (c)      a resolution is passed or an order made for the liquidation of
                                         the CONTRACTOR (otherwise than for the purpose of a bona
                                         fide reconstruction or amalgamation); or

                                (d)      an order is made for the administration of the CONTRACTOR;
                                         or

                                (e)      the CONTRACTOR is subject to insolvency proceedings for the
                                         purposes of the EC Regulation on Insolvency Proceedings
                                         2000 opened in respect of it; or

                                (f)      any event occurs or proceeding is taken with respect to the
                                         CONTRACTOR in any jurisdiction to which it is subject which
                                         has an effect equivalent or similar to any of the events
                                         mentioned in the sub-clauses above.

        11.3.2                The AUTHORITY shall only be permitted to exercise its rights pursuant to
                   Clause 11.3.1.1 for six (6) Months after the later of the date of receipt by the
                   AUTHORITY of notification of a change of control or the date of a change of control
                   actually taking place and shall not be permitted to exercise such rights where the
                   AUTHORITY has agreed in advance in writing to the particular change of control
                   and such change of control takes place as proposed provided that the
                   CONTRACTOR shall notify the AUTHORITY within two (2) Months of any change
                   of control taking place.




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11.4      Breach

        11.4.1             The AUTHORITY may at any time by notice in writing terminate this
                   Agreement (or any part of the Services pursuant to Clause 11.9) forthwith, if the
                   CONTRACTOR is in Default of any obligation under this Agreement and:

                   11.4.1.1         such Default is capable of remedy and the CONTRACTOR shall
                                have failed to remedy the Default within thirty (30) days written notice
                                (or such other reasonable period as may be agreed by the parties) to
                                the CONTRACTOR specifying the Default and requiring its remedy; or

                   11.4.1.2           such Default is not capable of remedy and:

                                (a)      the CONTRACTOR has failed to take action to prevent the
                                         breach from recurring (“Preventative Action”), such action to be
                                         taken within the period of thirty (30) days (or such other
                                         reasonable period as may be agreed by the parties) of the
                                         AUTHORITY having served a written notice specifying the
                                         breach (the “Preventative Action Period”) or the AUTHORITY
                                         has agreed that no Preventative Action is required; or

                                (b)      notwithstanding the taking or non-taking of Preventative Action
                                         by the CONTRACTOR, there is a further recurrence of the
                                         breach within the ninety (90) day period immediately following
                                         the end of Preventative Action Period.

        11.4.2                The AUTHORITY may at any time by notice in writing terminate any
                   Services to which Service Levels and Service Credits apply forthwith if at any time
                   after the Cutover Date:

                   11.4.2.1        the CONTRACTOR fails, due to its Default, to provide such
                                Services in accordance with the Service Level(s) applicable to such
                                Services; and

                   11.4.2.2         the Service Credits that have been applied by the AUTHORITY
                                with respect to such failure exceed the Service Level Termination
                                Threshold referred to in Paragraph 4 of Schedule 25 with regard to
                                such Services.

        11.4.3               For the avoidance of doubt the AUTHORITY shall not be entitled to
                   terminate any such Services pursuant to Clause 11.4.1 or 11.4.2 as a consequence
                   of any such Default unless and until the applicable Service Level Termination
                   Threshold has been exceeded.

        11.4.4               The AUTHORITY may at any time by notice in writing terminate this
                   Agreement if there is a breach by the CONTRACTOR of any provision hereof which
                   expressly entitles the AUTHORITY to terminate this Agreement.

11.5      Retender Procedures

        11.5.1              The parties shall comply with their respective obligations set out in
                   Schedule 15 during the Retender Period.

11.6      Rights and Obligations on Termination or Expiry

        11.6.1                In the event that this Agreement expires or is terminated as provided for
                   herein:

                   11.6.1.1         notwithstanding the service by the AUTHORITY, pursuant to this
                                Clause 11, of a notice to terminate this Agreement, the CONTRACTOR
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                                shall continue to provide the Services to the required Service Levels
                                until the date of termination of this Agreement;

                     11.6.1.2       the CONTRACTOR shall repay forthwith to the AUTHORITY all
                                Charges paid up to and including such date of termination other than
                                Charges in respect of any Services or part thereof properly performed
                                in accordance with this Agreement subject to revision for any Service
                                Credits outstanding or Termination Charge due; and

                     11.6.1.3       the parties shall comply with their respective obligations as set out
                                in Schedule 26, and the CONTRACTOR shall, if requested by the
                                AUTHORITY enter into the MSA Transition Agreement with the
                                AUTHORITY and a Replacement Contractor.

11.7      Accrued Rights and Remedies

        The termination of this Agreement shall not prejudice or affect any claim, right, action or
        remedy which shall have accrued or shall thereafter accrue to either party.

11.8      Survival of Obligations

        Following the termination of this Agreement as provided for herein, neither the AUTHORITY
        nor the CONTRACTOR shall have any further obligation or right with respect to the other
        party except as set forth in this Clause and in the following additional Clauses:

        1.1               -        Interpretations

        1.3               -        Governing Law and Jurisdiction

        4.7 – 4.11        -        Ownership of Intellectual Property Rights

        10.1              -        Audit Access

        10.6              -        Recovery of Sums Due

        10.7              -        IPR Indemnity

        10.8              -        General Indemnity

        10.9              -        Remedies Cumulative

        10.11             -        Limits of Liability

        11.6              -        Rights and Obligations on Termination

        12.3              -        Official Secrets Act

        12.5              -        Confidentiality

        12.6              -        Protection of Personal Data, Freedom of Information and Social
                                   Security Administration Act

11.9      Partial Termination of Services

        11.9.1                   The AUTHORITY may terminate part of the Services when exercising its
                     right to terminate this Agreement under Clause 11.2 or Clause 11.4 in which case:

                     11.9.1.1      the remaining Services shall continue to be performed for the
                                remainder of the Agreement;

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                   11.9.1.2         the Charges in respect of the remaining Services shall be
                                calculated in accordance with the mechanism set out in Schedule 12;
                                and

                   11.9.1.3        the responsibilities of the parties in respect of such terminated
                                Services shall be performed in accordance with Schedule 26.

        11.9.2                In the event that the AUTHORITY terminates part of the Services
                   pursuant to Clause 11.2 the AUTHORITY shall not be required to pay a
                   Termination Charge where the partial termination of the Services does not cause
                   the actual volumes of Referrals to become:

                   11.9.2.1          greater or equal to 120% of the Predicted Volumes; or

                   11.9.2.2          less than or equal to 80% of the Predicted Volumes.

        11.9.3              Where the partial termination of the Services does cause the actual
                   volumes of Referrals to become:

                   11.9.3.1          greater or equal to 120% of the Predicted Volumes; or

                   11.9.3.2          less than or equal to 80% of the Predicted Volumes,

                   the AUTHORITY shall pay Termination Charge in accordance with Paragraph 7.8
                   of Schedule 12.

        11.9.4               In the event that the AUTHORITY terminates part of the Services
                   pursuant to Clause 11.2 because of a change to law or policy, the AUTHORITY
                   shall only be required to give reasonable prior written notice pursuant to Clause
                   11.2.1.

12.     MISCELLANEOUS

12.1      Corrupt Gifts

        12.1.1                The CONTRACTOR shall neither:

                   12.1.1.1          offer nor give nor agree to give any person acting for or on behalf
                                of the Crown any gift or consideration of any kind as an inducement or
                                reward for doing or forbearing to do or for having done or forborne to
                                do any act in relation to the obtaining or performance of this Agreement
                                or any other agreement with the Crown or any department, office or
                                agency of the Crown or for showing or forbearing to show favour or
                                disfavour to any person in relation to this Agreement; nor

                   12.1.1.2         enter into this Agreement if in connection with it commission has
                                been paid or agreed to be paid to any person for or on behalf of the
                                Crown by the CONTRACTOR or on the CONTRACTOR’s behalf or to
                                the CONTRACTOR’s knowledge, unless before this Agreement is
                                made particulars of any such commission and of the terms and
                                conditions of any agreement for the payment thereof have been
                                disclosed in writing to the AUTHORITY. For the avoidance of doubt the
                                provisions of this Clause shall not apply to any payment made to either
                                party’s professional advisers in connection with this Agreement.

        12.1.2               In the event of any breach of this Clause 12.1.1 by the CONTRACTOR or
                   by anyone employed by the CONTRACTOR or acting on the CONTRACTOR’s
                   behalf (whether with or without the knowledge of the CONTRACTOR) or the
                   commission of any offence by the CONTRACTOR or by anyone employed by the
                   CONTRACTOR or acting on behalf of the CONTRACTOR under the Prevention of
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                   Corruption Acts, 1889 to 1916 in relation to this or any other contract with the
                   Crown, the AUTHORITY may summarily terminate this Agreement by notice in
                   writing to the CONTRACTOR. Provided always that such termination shall not
                   prejudice or affect any right of action or remedy which shall have accrued or shall
                   accrue to the AUTHORITY and provided always that the AUTHORITY may recover
                   from the CONTRACTOR the amount of value of any such gift, consideration or
                   commission.

        12.1.3                The decision of the AUTHORITY shall be final and conclusive in any
                   dispute, difference or question arising in respect of:

                   12.1.3.1          the interpretation of this Clause (except so far as the same may
                                relate to the amount recoverable from the CONTRACTOR under
                                Clause 12.1.1.2 in respect of any loss resulting from such termination
                                of this Agreement); or

                   12.1.3.2          the right of the AUTHORITY under this Clause 12.1 to terminate
                                this Agreement; or

                   12.1.3.3          the amount or value of any such gift, consideration or commission.

12.2      Discrimination

        12.2.1                The CONTRACTOR shall not unlawfully discriminate within the meaning
                   and scope of any law, enactment, order, regulation or other similar instrument
                   relating to discrimination (whether in relation to race, gender, religion, disability,
                   age, sexual orientation or otherwise) in employment or in its dealings with
                   Claimants.

        12.2.2              The CONTRACTOR shall take all reasonable steps to ensure the
                   observance of the provisions of Clause 12.2.1 by all servants, employees, agents
                   and consultants of the CONTRACTOR and all Subcontractors.

12.3      Official Secrets Act

        12.3.1                The CONTRACTOR’s attention is drawn to the provisions of the Official
                   Secrets Acts 1911 to 1989. The CONTRACTOR shall take all reasonable steps by
                   display of notices or by other appropriate means to ensure that all persons engaged
                   in any work in connection with this Agreement have notice that these statutory
                   provisions apply to them and will continue so after the expiry or termination of this
                   Agreement.

        12.3.2                Notwithstanding the generality of Clause 12.3.1, the provisions of Clause
                   12.5 shall operate without prejudice to, and be read subject to, the application of
                   the Official Secrets Acts 1911 to 1989 in so far as they apply to Confidential
                   Information.

12.4      Government Property

        12.4.1               All Government Property shall remain the property of the AUTHORITY
                   and shall be used only for the purposes this Agreement.

        12.4.2                Any Government Property made available to or otherwise received by the
                   CONTRACTOR shall be deemed to be in good condition when received by or on
                   behalf of the CONTRACTOR unless the CONTRACTOR notifies the AUTHORITY
                   to the contrary within fourteen (14) days of receipt thereof by the CONTRACTOR.
                   If the CONTRACTOR so notifies the AUTHORITY and the AUTHORITY disagrees
                   with the CONTRACTOR’s opinion of the condition of such Government Property,
                   representatives of the parties’ respective contract management teams will meet in

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                   order to attempt to resolve the dispute. The AUTHORITY shall be under no
                   obligation to replace any Government Property found not to be in good condition.

        12.4.3              The CONTRACTOR undertakes the safe custody of and due return of all
                   Government Property and shall be responsible for all loss thereof from whatever
                   cause and shall indemnify the AUTHORITY against such loss.

        12.4.4                The CONTRACTOR shall be responsible for any deterioration in
                   the Government Property save for any deterioration resulting from its normal and
                   proper use for the purposes of this Agreement provided that such deterioration
                   resulting from normal and proper use is not contributed to by any want of due
                   maintenance and repair.

        12.4.5               Neither the CONTRACTOR, nor any Subcontractor, nor any other
                   person, shall have a lien on any Government Property for any sum due to the
                   CONTRACTOR, Subcontractor or other person and the CONTRACTOR shall take
                   all reasonable steps to ensure that the title of the AUTHORITY and the exclusion of
                   any such lien are brought to the notice of all Subcontractors and other persons
                   dealing with any Government Property.

12.5      Confidentiality

        12.5.1               Without prejudice to the application of the Official Secrets Acts 1911 to
                   1989 to any Confidential Information the CONTRACTOR acknowledges that any
                   Confidential Information obtained from or relating to the AUTHORITY, its servants
                   or agents, or obtained from or relating to any Claimant, is the property of the
                   AUTHORITY and the AUTHORITY hereby reserves all and such Intellectual
                   Property Rights that may subsist therein.

        12.5.2                Both parties hereby warrant that:

                   12.5.2.1        any person employed or engaged by either party shall only use
                                Confidential Information of the other party for the purposes of this
                                Agreement; and

                   12.5.2.2         any person employed or engaged by either party shall not disclose
                                any Confidential Information of the other party to any third party without
                                the prior written consent of the other party.

        12.5.3               Both parties shall take all necessary precautions to ensure that all
                   Confidential Information of the other party is treated as confidential and not
                   disclosed (save as aforesaid) or used other than for the purposes of this Agreement
                   by their employees, servants, agents or Subcontractors.

        12.5.4                Without prejudice to the generality of the foregoing neither party nor any
                   person engaged by them whether as a servant or a consultant or otherwise shall
                   use the Confidential Information for the solicitation of business from the other or by
                   their servants or consultants or by any third party.

        12.5.5                The parties shall comply (and shall ensure that their employees,
                   servants, agents and Subcontractors comply) with all reasonable instructions of the
                   other party from time to time (and communicated to the other party in accordance
                   with Clause 8.3) for the handling and storage of Confidential Information generally
                   or specific items of Confidential Information.

        12.5.6              The CONTRACTOR shall obtain from any organisation engaged in
                   connection with this Agreement (including any Subcontractors and any agents of
                   such Subcontractors) a signed confidentiality undertaking in substantially the same
                   terms as the confidentiality undertaking given by the CONTRACTOR under this
                   Clause.
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        12.5.7               The CONTRACTOR shall ensure that its employees (and the employees
                   of its Subcontractors) are subject to obligations of confidentiality which are no less
                   onerous than those set out in this Clause 12.5 and shall inform its employees who
                   have access to Confidential Information that breach of the obligations set out herein
                   and imposed upon them will result in disciplinary proceedings, and the
                   CONTRACTOR will institute and enforce such disciplinary proceedings.

        12.5.8               The provisions of Clauses 12.5.1 to 12.5.7 shall not apply to any
                   information which:

                   12.5.8.1         is or becomes public knowledge other than by breach of this
                                Clause;

                   12.5.8.2         is in the possession of the receiving party without restriction in
                                relation to disclosure before the date of receipt from the disclosing
                                party;

                   12.5.8.3        is received from a third party who lawfully acquired it and who is
                                under no obligation restricting its disclosure; or

                   12.5.8.4         is independently developed without access to the Confidential
                                Information

        12.5.9            Nothing in this Clause shall be deemed or construed to prevent the
                   AUTHORITY from disclosing any Confidential Information obtained from the
                   CONTRACTOR:

                   12.5.9.1          to any other department, office or agency of Her
                                Majesty’s Government, provided that the AUTHORITY has required
                                that such information is treated as confidential by such departments,
                                offices and agencies, and their servants or agents, including requiring
                                such servants or agents to enter into a confidentiality undertaking
                                where appropriate;

                   12.5.9.2         to any consultant, contractor or other person engaged by
                                the AUTHORITY in connection herewith, to the extent that such
                                disclosure is required to assure to the AUTHORITY of the benefit of the
                                Services and provided that the AUTHORITY shall have obtained from
                                the consultant, contractor or other person a signed confidentiality
                                undertaking on substantially the same terms as are contained in this
                                Clause 12.5;

                   12.5.9.3        which is disclosed by the AUTHORITY in the discharge of the
                                AUTHORITY’s obligations to supply information for parliamentary,
                                governmental, judicial or other administrative purposes; and

                   12.5.9.4         to each Bidder in connection with the retender of the Services or
                                any part thereof, in accordance with the provisions of Schedule 15
                                provided that such Bidders have each signed the confidentiality
                                undertaking contained in Appendix 4 of Schedule 15.

        12.5.10              Nothing in this Agreement shall prevent the CONTRACTOR or the
                   AUTHORITY from using data processing techniques, ideas, principles learned,
                   experience and know-how gained during the performance of this Agreement in the
                   furtherance of its normal business, to the extent that this does not involve a
                   disclosure of Confidential Information or an infringement by the AUTHORITY or the
                   CONTRACTOR of any Intellectual Property Right.

        12.5.11              The provisions of this Clause 12.5 shall not apply so as to prevent
                   disclosure of Confidential Information (including, for the avoidance of doubt, the
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                   award or existence of this Agreement) by the CONTRACTOR where and to the
                   extent that such disclosure is required to be made:

                   12.5.11.1        by virtue of the regulations of the UKLA or the London Stock
                                Exchange or any other recognised exchange upon which the shares of
                                the CONTRACTOR or any Subcontractor are traded:

                   12.5.11.2         by any court or governmental or administrative authority competent
                                to require the same; or

                   12.5.11.3          by any applicable law, legislation or regulation,

                   provided that the CONTRACTOR, to the extent legally permitted, provides prompt
                   written notice of such fact to the AUTHORITY, uses reasonable endeavours to
                   obtain a written confidentiality undertaking or other appropriate remedy concerning
                   any such disclosure and to the extent legally permitted, fully co-operates with the
                   AUTHORITY, in connection with the AUTHORITY’s efforts to oppose any such
                   requirements of disclosure.        The CONTRACTOR shall use all reasonable
                   endeavours to consult with the AUTHORITY to agree the timing, manner and extent
                   of such disclosure.

12.6     Protection of Personal Data, Freedom of Information and Social Security
        Administration Act

        12.6.1               Each party shall comply with its respective obligations under the
                   provisions of the Data Protection Act 1998.

        12.6.2                Where the CONTRACTOR or any of its Sub-Contractors, as part of the
                   services under this Agreement, processes personal data as a data processor on
                   behalf of the AUTHORITY as data controller, the CONTRACTOR shall, and shall
                   procure its Subcontractors to:

                   12.6.2.1           act only on instructions from the AUTHORITY as a data controller;
                                and

                   12.6.2.2          comply with the AUTHORITY’s reasonable instructions in relation
                                to the processing of personal data as such instructions are given and
                                varied from time to time by the AUTHORITY;

                   12.6.2.3         at all times take all appropriate technical and organisational
                                measures against unauthorised or unlawful processing of personal data
                                and against accidental loss or destruction of, or damage to, personal
                                data; and

                   12.6.2.4         obtain the prior written approval of the AUTHORITY for any
                                transfer of personal data outside the European Economic Area.

        12.6.3               The AUTHORITY may from time to time serve on the CONTRACTOR an
                   information notice requiring the CONTRACTOR, within such time and in such form
                   as is specified in the information notice, to furnish to the AUTHORITY such
                   information as the AUTHORITY may reasonably require relating to:

                   12.6.3.1         compliance by the CONTRACTOR or by its Subcontractors with
                                the CONTRACTOR’s obligations to the AUTHORITY under this
                                Agreement in connection with the processing of personal data; and/or

                   12.6.3.2        the rights of data subjects, including but not limited to subject
                                access rights.


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        12.6.4               The CONTRACTOR shall assist the AUTHORITY at no additional charge
                   in meeting any requests for information in relation to this Agreement which are
                   made to the AUTHORITY in connection with the Freedom of Information Act 2000
                   or any statutory modification or re-enactment thereof, or any related guidelines or
                   codes of practice. The AUTHORITY may, from time to time, serve on the
                   CONTRACTOR an information notice requiring the CONTRACTOR within such
                   time and in such form as is specified in the information notice, to furnish to the
                   AUTHORITY such information as the AUTHORITY may reasonably require relating
                   to such requests for information. The CONTRACTOR shall, and shall procure that
                   all of its Subcontractors shall, forward to the AUTHORITY all Requests for
                   Information which it (or they) receive as soon as practicable and in any event within
                   two (2) working days of receipt.

        12.6.5                 Notwithstanding Clause 12.5, the CONTRACTOR acknowledges that in
                   responding to requests for information described in Clause 12.6.4 the AUTHORITY
                   shall be entitled to provide information relating to this Agreement.             The
                   AUTHORITY shall not, in responding to such requests for information, disclose any
                   Confidential Information relating to or comprised in this Agreement which is exempt
                   as described within any provision of Part II of the Freedom of Information Act 2000.
                   The CONTRACTOR is entitled to notify the AUTHORITY of any information relating
                   to this Agreement which the CONTRACTOR believes may be exempt as described
                   within any provisions of Part II of the Freedom of Information Act 2000. In doing so,
                   the CONTRACTOR shall detail the precise information, the exemption and the
                   period of protection which it believes is applicable. Notwithstanding any such
                   notification or any markings or information relating to this Agreement, the
                   AUTHORITY shall be entitled to release such information in responding to requests
                   for information made under the Freedom of Information Act 2000.                  The
                   AUTHORITY shall use all reasonable endeavours to notify the CONTRACTOR
                   prior to making any response to a request for information which includes
                   information which the CONTRACTOR considers to be Confidential Information.

        12.6.6               Section 123 of the Social Security Administration Act 1992 shall apply to
                   this Agreement. It is an offence for a person to disclose any information obtained
                   while carrying out administrative work where that information relates to a particular
                   person. Both parties warrant that they will duly observe all their obligations under
                   the Social Security Administration Act 1992 which arise in connection with this
                   Agreement.

        12.6.7               The CONTRACTOR shall ensure that all of its employees, agents,
                   Subcontractors and representatives who are subject to the provisions of Section
                   123 of the Social Security Administration Act 1992 sign a declaration in the form
                   annexed hereto as Appendix 1 acknowledging that they understand and have been
                   informed about the application and effect of Section 123 of the Social Security
                   Administration Act 1992. The CONTRACTOR shall provide a copy of each such
                   signed declaration to the AUTHORITY upon demand.

12.7      Publicity

        12.7.1             Except with the prior written consent of the AUTHORITY, the
                   CONTRACTOR shall not make any press announcements or publicise this
                   Agreement or the Services in any way.

        12.7.2               The CONTRACTOR shall take all reasonable steps to ensure the
                   observance of the provisions of Clause 12.7.1 by all its employees, agents and
                   consultants and Subcontractors.

        12.7.3               Notwithstanding anything in Clause 12.5 to the contrary, the AUTHORITY
                   reserves the right to publicise this Agreement and the Services in any way, but in
                   doing so shall use all reasonable endeavours not to disclose any commercial
                   confidences of the CONTRACTOR except to the extent necessary to meet the

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                   international obligations of the Government or to comply with domestic law or
                   Government policy, including but not limited to any Government policy on “Open
                   Government” or access to Government information.

12.8      Insurance

        The CONTRACTOR shall to the extent reasonably possible insure or make provision for self-
        insurance against all losses and damages which are the result of its wilful act or omission or
        negligence in performing the Services hereunder, including employers liability, public liability,
        product liability, property damage, professional indemnity and (in respect of Registered
        Medical Practitioners employed by the CONTRACTOR) Registered Medical Practitioner’s
        medical indemnity insurance. The CONTRACTOR will, if requested in writing by the
        AUTHORITY, produce to the AUTHORITY a certificate of insurance showing the applicable
        coverage currently in force, and will also give the AUTHORITY thirty (30) days’ written notice
        before such insurance is altered or cancelled. The CONTRACTOR shall ensure that each
        Fee Paid Registered Medical Practitioner procures his or her own Registered Medical
        Practitioner’s medical indemnity insurance. For the avoidance of doubt it is acknowledged
        that neither the CONTRACTOR nor any Subcontractor is obliged to insure or make provision
        for self-insurance in respect of Registered Medical Practitioner’s medical indemnity pertaining
        to the Fee Paid Registered Medical Practitioners.

12.9      Guarantee

        The CONTRACTOR shall procure that the GUARANTOR shall within five (5) days after the
        date hereof enter into and maintain a guarantee in the form set out in Schedule 27. Breach of
        this Clause shall constitute a Default not capable of remedy.

12.10     Rights of Third Parties

        Save for the rights granted to OGDs pursuant to Clause 1.1.7, this Agreement is not intended
        to be for the benefit of, and shall not be enforceable by, any person who is not named in this
        Agreement as a party to it or any person who claims rights under the Contracts (Rights of
        Third Parties) Act 1999 or otherwise and neither party can declare itself a trustee of the rights
        under it for the benefit of any third party.




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IN WITNESS WHEREOF this Agreement has been executed on behalf of the parties as follows:

Signed for and on behalf of the AUTHORITY



By      …………………………………………



Name …………………………………………



Title   …………………………………………



Date    …………………………………………



Signed for and on behalf of the CONTRACTOR



By      …………………………………………



Name …………………………………………



Title   …………………………………………



Date    …………………………………………




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                                                   APPENDIX 1

                       SOCIAL SECURITY ADMINISTRATION ACT DECLARATION


I, [    ]



do solemnly declare that I will not disclose any information received by me in the execution of duties in
relation to the Department of Social Security except for the purpose of those duties or in accordance with the
Department of Social Security’s instructions.

I do solemnly declare also that my attention has been drawn to the provisions of Section 123 of the Social
Security Administration Act 1992 which are set out on the back of this document, and I am fully aware of the
serious consequences which may follow any breach of those provisions.

I understand that Section 123 covers information about any matter relevant to the social benefits of any
identifiable person or business.

I also understand that if any time such information is disclosed without lawful authority, as explained in
subsections (1) and (2), prosecution for a criminal offence may result: the penalty upon conviction can be
imprisonment or a fine, or both.

                                                                        ________________                    Signature




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Declared before me                                   )

on the [ ] day of                   )



19                                                   )



123     Unauthorised disclosure of information of the Social Security Administration Act 1992:

1.      A person who is or has been employed in social security administration or adjudication is
        guilty of an offence if he discloses without lawful authority any information which he acquired
        in the course of his employment and which relates to a particular person.

2.      A person who is or has been employed in the audit of expenditure or the investigation of
        complaints is guilty of an offence if he discloses without lawful authority any information

        a.          which he acquired in the course of his employment;

        b.          which is, or is derived from, information acquired or held by or for the purposes of any
                    of the government departments or other bodies or persons referred to in Part I of
                    Schedule 4 of this Act to Part I of Schedule 3 to the Northern Ireland Administration
                    Act; and

        c.          which relates to a particular person.

3.      It is not an offence under this section –

        a.          to disclose information in the form of a summary or collection of information so
                    framed as not to enable information relating to any particular person to be
                    ascertained from it; or

        b.          to disclose information which has previously been disclosed to the public with lawful
                    authority.

4.      It is a defence or a person charged with an offence under this section to prove that at the time
        of the alleged offence –

        a.          he believed that he was making the disclosure in question with lawful authority and
                    had no reasonable cause to believe otherwise; or



        b.          he believed that the information in question had previously been disclosed to the
                    public with lawful authority and had no reasonable cause to believe otherwise.

5.      A person guilty of an offence under this section shall be liable -

        a.          on conviction on indictment, to imprisonment for a term not exceeding two years or a
                    fine or both; or

        b.          on summary conviction, to imprisonment for a term not exceeding six months or a fine
                    not exceeding the statutory maximum or both.

6.      For the purposes of this section, the persons who are “employed in social security
        administration or adjudication” are -

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        a.       any person specified in Part I of Schedule 4 to this Act or in any corresponding
                 enactment having effect in Northern Ireland;

        b.       any other person who carries out the administrative work of any of the government
                 departments or other bodies or persons referred to in that Part of that Schedule or
                 that corresponding enactment; and

        c.       any person who provides, or is employed in the provision of, services to any of those
                 departments, persons or bodies;

        and “employment”, in relation to any such person, shall be construed accordingly.

7.      For the purposes of subsections (2) and (6) above, any reference in Part I of Schedule 4 to
        this Act or any corresponding enactment having effect in Northern Ireland to a
        government department shall be construed in accordance with Part II of that Schedule of any
        corresponding enactment having effect in Northern Ireland, and for this purpose “government
        department” shall be taken to include –

        a.       the Commissioners on Inland Revenue; and

        b.       the Scottish Courts Administration.

8.      For the purposes of this section, the persons who are “employed in the audit of expenditure or
        the investigation of complaints” are -

        a.       the Comptroller and Auditor General;

        b.       the Comptroller and Auditor General for Northern Ireland;

        c.       the Parliamentary Commissioner for Administration;

        d.       the Northern Ireland Parliamentary Commissioner for Administration;

        e.       the Heath Service Commissioner for England;

        f.       the Health Service Commissioner for Wales;

        g.       the Health Service Commissioner for Scotland;

        h.       the Northern Ireland Commissioner for Complaints;

        i.       any member of the staff of the National Audit Office or the Northern Ireland Audit
                 Office;

        j.       any other person who carries out the administration work of either of those Offices, or
                 who provides, or is employed in the provision of, services to either of them; and

        k.       any officer of any of the Commissioners referred to in paragraphs (c) to (h) above;

        and “employment”, in relation to any such person, shall be construed accordingly.

9.      For the purposes of this section a disclosure is to be regarded as made with lawful authority if,
        and only if, it is made -

        a.       in accordance with his official duty -

                   i.     by a civil servant; or


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                  ii.     by a person employed in the audit of expenditure or the investigation of
                          complaints, who does not fall within subsection (8)(j) above;

        b.       by any other person either –

                   i.     for the purpose of the function in the exercise of which he holds the
                          information and without contravening any restriction duly imposed by the
                          person responsible; or

                  ii.     to, or in accordance with an authorisation duly given by, the person
                          responsible;

        c.       in accordance with any enactment or order of a court;

        d.       for the purposes of instituting, or otherwise for the purposes of, any proceedings
                 before a court or before any tribunal or other body or person referred to in Part I of
                 Schedule 4 to this Act or Part I of Schedule 3 to the Northern Ireland Administration
                 Act; or

        e.       with the consent of the appropriate person;

        and in this subsection “the person responsible” means the Secretary of State, the Lord
        Chancellor or any person authorised by the Secretary of State or the Lord Chancellor for the
        purposes of this subsection and includes a reference to “the person responsible” within the
        meaning of any corresponding enactment having effect in Northern Ireland.

10.     For the purposes of subsection 9(e) above “the appropriate person” means the person to
        whom the information in question relates, except that if the affairs of that person are being
        dealt with -

        a.       under a power of attorney;

        b.       by a receiver appointed under section 99 of the Mental Health Act 1983 or a controller
                 appointed under Article 101 of the Mental Health (Northern Ireland) Order 1986;

        c.       by a Scottish mental health custodian, that is to say -

                   i.     a curator bonis, tutor or judicial factor, or

                  ii.     the managers of a hospital acting on behalf of that person under section 94 of
                          the Mental Health (Scotland) Act 1984; or

        d.       by a mental health appointee, that is to say -

                   i.     a person directed or authorised as mentioned in sub-paragraph (a) of rule
                          41(1) of the Court of Protection Rules 1984 or sub-paragraph (a) of rules
                          38(1) of Order 109 of the Rules of the Supreme Court (Northern Ireland)
                          1980; or

                  ii.     a received ad interim appointed under sub-paragraph (b) of the said rule
                          41(1) or a controller ad interim appointed under sub-paragraph (b) of the said
                          rule 38(1), the appropriate person is the attorney, receiver, controller,
                          custodian or appointee, as the case may be, or, in a case falling within
                          paragraph (a) above, the person to whom the information relates.




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                   Employment and Support Allowance Programme

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REQUEST FOR A PROPOSAL - INTRODUCTION OF THE EMPLOYMENT AND
SUPPORT ALLOWANCE
0Document Control

0.1Summary

This paper details the Requirement for Atos Healthcare to deliver the Personal
Capability Assessment (PCA) and Work Focused Health Related Assessment
(WFHRA) in respect of Employment and Support Allowance (ESA) that will be
introduced in October 2008.

0.2Key Personnel
Role               Name/Position
Author             Hilary Cresswell
Approved by        Teresa McHugh, Paul Keen
Authorised by      Carol Carter

0.3Document status history

Vers    Date                 Reason for Update
ion
00a     25 February 2007     Initial Draft for internal review by Medical Services
                             Contract Management Team
00b     5 March 2007         Draft for review DWP Key Stakeholders and Atos
                             Healthcare
00c     20 March 2007        Incorporating Comments from DWP Key
                             Stakeholders and Atos Healthcare
00d     23 April 2007        Incorporating further comments & revised
                             assumptions
00e                          Incorporating further comments and revised
                             assumptions
00f     4 May 2007           Incorporating further comments and revised
                             assumptions
00g     14 May 2007          Incorporating further comments and revised
                             assumptions
00h                          Incorporating further comments and revised
                             assumptions
00i                          Incorporating further comments and revised
                             assumptions.
00j     12 September 2007    Incorporating further comments and revised
                             assumptions.
00k     13 September 2007    Incorporating further comments and revised
                             assumptions.
Final   13 September 2007    Incorporating further comments and revised
                             assumptions.

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DISTRIBUTION

 Paul Keen                Product and Services Management Director
 Sue Moore                ESA Programme Manager
 Karen Foulds             Customer Services Director, East Midlands
 Dr Moira Henderson       Principal Medical Advisor
 Robin Peters             ESA Programme Finance Support Team
 Ray Preston              Senior IS/IT Solutions Architect
 Rob Wormald              Head of Commercial Employment Division
 Gary Sykes               DWP Estates Accommodation
 Teresa McHugh            ESA PCA Strand
 Sue Byers                ESA PCA Strand
 Lee Davis                ESA Programme
 Charlie Pearson          ESA Commercial Strand (Evaluation Panel Chair)
 Pat Ryall                Product and Services Management
 David Parr               ESA Transformation Strand
 Lynne Dutton             West Midlands IB Lead
 Dr Mark Allerton         Medical Policy Advisor
 Roger Saunders           ESA Programme Finance Support Team
 Andy Nangle              IS/IT ESA Programme
 Amanda Ettridge          JCP COO CSD
 Michael Smith            MSCMT
 Barbara Butcher          MSCMT




13 September 07                        2                Author: H Cresswell
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     Glossary of Terms

     AACT          Actual Average Clearance Time
     CMA          Chief Medical Adviser
     CPE          Continuing Professional Education
     CSHU         Customer Sent Home Unseen
     DLA          Disability Living Allowance
     DNA          Did Not Attend
     ESA          Employment & Support Allowance
     GP           General Practitioner
     HCP          Health Care Professional
     HWWD         Health Work & Well-being Directorate
     IB           Incapacity Benefit
     IQAS         Integrated Quality Audit System
     IT           Information Technology
     LiMA         Logic integrated Medical Assessment
     MEC          Medical Examination Centre
     MSC          Medical Service Centre
     MSCMT        Medical Services Contract Management Team
     MSRS         Medical Service Referral System
     PCA          Personal Capability Assessment
     RFP          Request for Proposal
     SL1          Claimant Contact History for claimants who do not attend
     TNA          Training Needs Analysis
     VCC          Virtual Contact Centre
     WFHRA        Work Focused Health Related Assessment




13 September 07                            3                 Author: H Cresswell
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                   Employment and Support Allowance Programme

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     INDEX

   1.         Background

   1.1        The Welfare Reform Context
   1.2        Impact on the Authority’s Business
   1.3        Impact on Atos Healthcare
   1.4        Transforming the Customer Experience

   2.         Service Description

   2.1        General
   2.2        Support Group New Claims
   2.3        Support Group Re-referrals
   2.4        New and Repeat Claims
   2.5        Re-referrals
   2.6        Medical Examinations
   2.7        Did Not Attend
   2.8        Customer Unable to Attend for Examination
   2.9        Customers Turned Away Unseen
   2.10       Sensitive Cases
   2.11       Travelling Expenses
   2.12       Changes of Circumstances
   2.13       Temporary National Insurance Numbers
   2.14       International Pension Centre’s Requirements

   3.         Customer Service Requirements

   3.1        Customer Experience
   3.2        Examinations
   3.3        Communicating with Customers
   3.4        Provision of Enquiry Services
              Minimising touch contact points
   3.5        Complaints
   3.6        Data Handling
   3.7        Welsh Language
   3.8        Customer Satisfaction
   3.9        Special Needs
   3.10       Travel to Medical Examination Centre
   3.11       Appointments

   4.         Non Medical Training and Recruitment

   4.1        Non-Medical Training
   4.2        Non-Medical Recruitment



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   5.         Medical Training and Recruitment

   5.1        Medical Recruitment Standards
   5.2        Medical and Non Medical Training
              for HCPs prior to October 2008
   5.3        Medical and Non Medical Training
              for HCPs post October 2008
   5.4        Medical Training Programme for
              Continuing Professional Education for HCPs

   6.         Medical Process Standards

   6.1        General Standards
   6.2        Medical Process Outcome Standards
   6.3        Medical Certificates and Medical Reports
   6.4        Medical Quality Assurance

   7.         Performance Standards, Service Levels and Financial Remedies

   7.1        Service Levels
   7.2        This section has been removed as it contains information which is exempt under
              Section 43 of the Freedom of Information Act 2000. This is due to it being commercially
              sensitive.

   8.         Volumes

   9.         This section has been removed as it contains information which is exempt under
              Section 43 of the Freedom of Information Act 2000. This is due to it being commercially
              sensitive.

   10.        Management Information

   11.        Accommodation

   12.        IS/IT Requirements

   12.1       General
   12.2       Technical Architecture
   12.3       Business Continuity and Disaster Recovery
   12.4       Offshoring
   12.5       Testing

   13.        Programme and Service Delivery

   13.1       Programme Management
   13.2       Service Management
   13.3       Governance


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   13.4       Quality Management Systems
   13.5       Planning and Implementation
   13.6       Internal Communications
   13.7       External Communications
   13.8       Sustainable Development
   13.9       Service Delivery
   13.10      Continuous Improvement

   14.        Guidance

   15.        Response Criteria




13 September 07                         6             Author: H Cresswell
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                  Employment and Support Allowance Programme

                             Restricted –Commercial

Appendices

   1. ESA Customer Experience Model

   2. ESA PCA Assumptions

   3. Support Group Criteria and Draft Regulations

   4. IPC Process

   5. Schedule 5 Appendix 1 of Medical Service Agreement

   6. Contractual Medical Requirements

   7. ESA People Strategy

   8. ESA Volumes

   9. ESA Estate Strategy

   10. Estates Sourcing, Fit Out and Running Costs




13 September 07                          7                 Author: H Cresswell
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1.0    Background

1.1    The Welfare Reform Context

1.1.1 The Government published its Welfare Reform Bill on 4 July 2006, following
      public consultation via the Welfare Reform Green Paper ‘A new deal for
      welfare: Empowering people to work’ (published on 24 January 2006) and a
      response document: ‘A new deal for welfare: Empowering people to work,
      consultation report‘(June 2006). The Welfare Reform Bill received Royal Assent
      on 3 May 2007, becoming the Welfare Reform Act 2007.

1.1.2 The measures in the Act, together with other Welfare Reform measures, are
      intended to enable the Government to realise its aspiration of an 80 per cent
      employment rate for people of working age and an inclusive society where
      there is opportunity for all. These proposals build on those outlined in the
      Department for Work and Pensions (DWP) Five Year Strategy published in
      February 2005.

1.1.3 Central to the Welfare Reform agenda is the proposal for radical reform of
      Incapacity Benefit to create a climate of proactive support to assist customers
      back to work; promote a positive customer experience and the removal of some
      of the complexities around benefit administration.

1.1.4 Employment and Support Allowance (ESA) will, from October 2008, replace the
      current incapacity benefits (comprising Incapacity Benefit and Income Support
      payments made on grounds of incapacity) for new customers. It will be paid to
      people in return for undertaking work-focused interviews, agreeing action plans
      and, when resources allow, participating in some form of work related activity.
      Sanctions will be applied to those people who do not fulfil their requirements
      and responsibilities as conditions for receiving Employment and Support
      Allowance. However, there will be provision for those customers with the most
      severe disabilities or health conditions to receive Employment and Support
      Allowance without a requirement for them to undertake work-focused activities
      (Support Group customers).

1.2    Impact on the Authority’s Business

1.2.1 It is important that the introduction of the new Employment and Support
      Allowance is compatible with the strategic aims and objectives of the
      Department and the Jobcentre Plus Vision.

1.2.2 From a strategic perspective the introduction of Employment and Support
      Allowance has been assessed as being strategically compliant with the service
      delivery landscape in place at the time of its launch. Strategically, it is
      envisaged that ESA, once in place, will operate interactively with a range of
      other Welfare Reform measures to reduce the numbers of people claiming
      incapacity benefits by one million over a decade, to contribute to an increase in

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       the population in work from 74.5% at present to 80%, and to encourage the
       concept that work is one of the best forms of welfare.

1.2.3 The ESA Programme will seek to ensure that it proactively identifies its fit with
      all relevant Departmental strategies, through the incorporation of appropriate
      principles within Programme documentation and products, engagement with
      relevant stakeholders and seeking to involve subject expert domains.

1.2.4 Detailed work will need to be undertaken with stakeholders and third party
      suppliers to understand all impacts at various levels across the business. Work
      will be undertaken during the lifetime of the Employment and Support
      Allowance Programme to prepare the business to be able to successfully
      deliver it.

1.3    Impact on Atos Healthcare

1.3.1 The ESA launch from October 2008 will require Atos Healthcare to operate
      parallel running procedures, for the duration of the contract, to manage:

          •   re-referrals for existing Incapacity Benefit customers (as now)
          •   new Incapacity Benefit claims under the Incapacity Benefit linking rules
              (post ESA)
          •   new and repeat claims for ESA customers, which will include a PCA and
              WFHRA (when appropriate)
          •   and, in time, re-referrals for ESA customers.

1.4    Transforming the Customer Experience

1.4.1 An effective and enhanced customer experience is fundamental to the success
      of ESA and all parties involved must ensure that improvements to this
      experience are integral to the design of ESA and its subsequent
      implementation. The Jobcentre Plus Board has ratified the approach of
      improving the customer experience through people, the ESA process and
      technology.

1.4.2 The Employment and Support Allowance objectives to improve customer
      experience and create a gateway to work will require an increased focus on
      customer service, along with a significant cultural shift to embed the work
      focused principles of the proposed delivery model.

1.4.3 To facilitate this transformation, the ESA Programme has analysed existing
      research data from across DWP to identify key problems customers currently
      face in claiming Incapacity Benefit as a basis for developing a plan to determine
      the way forward. Information on these findings and recommendations are
      contained within an ESA Programme document entitled ‘Customer Experience
      Model’ attached at Appendix 1 of this document. The Customer Experience


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       Model is an input dependency to the Operating Model and is being used to
       develop detailed customer requirements to improve the ESA customer
       experience from October 2008.

1.4.4 Atos Healthcare will work with the Authority in developing the detailed design
      for ESA.

1.4.5 For the avoidance of doubt the customer referred to in this proposal is the end
      customer i.e. the benefit claimant.

2.0    Service Description

2.1    General

2.1.1 The two new service elements being introduced for ESA are the new Personal
      Capability Assessment (PCA) to determine benefit entitlement and the Work
      Focused Health Related Assessment (WFHRA), which is a new part of the
      overall PCA process. Together, these involve a fundamental shift from an
      assessment of customers’ incapacity to an assessment of their capability for
      work. The PCA face-to-face examination will support the Decision Makers in
      determining benefit entitlement and the WFHRA is to explore the customer’s
      attitudes to, and perceptions about, work: and to identify interventions that
      could improve the customer’s health, thus moving them closer to the labour
      market.

2.1.2 Atos Healthcare MUST provide proposals for managing the ESA PCA process
      from determining whether the customer is in the Support Group to completion
      of the PCA and WFHRA reports, or scrutiny reports or curtailment of the
      process due to non-compliance by the customer in respect of non-completion of
      the ESA50, or failure to attend a scheduled PCA examination or WFHRA
      appointment.

2.1.3 Atos Healthcare MUST provide a proposal for an approach to the gathering of
      Further Medical Evidence (FME) as detailed in the proposed changes to the
      scrutiny guidelines submitted via CPF361.

2.1.4 Atos Healthcare MUST provide proposals for any other innovations they
      consider feasible in relation to the gathering of FME.

2.1.5 Atos Healthcare MUST base their response, including costing, on the
      processes and assumptions detailed in this RFP. A list of Assumptions is
      attached at Appendix 2 of this document.

2.1.6 Atos Healthcare are already working collaboratively with the ESA Programme
      to develop processes for the Services required to deliver the Employment and
      Support Allowance. These processes are being further refined and Atos
      Healthcare will continue to work with the ESA Programme.

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2.1.7 All customers making a new or repeat claim will require a PCA face-to- face
      examination and a WFHRA, except where they are in the Support Group. The
      PCA face-to-face examination must be completed before the WFHRA and Atos
      Healthcare must ensure that both of these reports are returned to the Authority
      at the same time, or as per the provision in Paragraph 2.4.2.

2.1.8 Ministerial approval has been obtained for a single practitioner to complete
      PCA face-to-face examination and the WFHRA at the same appointment. Atos
      Healthcare MUST base their response and costings on this assumption.

2.1.9 Flexibility for the PCA and the WFHRA to be undertaken by different HCPs
      (Dual Practitioner model) has been agreed with Ministers. Atos Healthcare
      MUST include proposals as to when and how this flexibility would be used and
      how they would preserve customer service standards with this approach. In
      circumstances where different HCPs are used to complete the PCA and
      WFHRA, Atos Healthcare MUST, other than in extremely exceptional
      circumstances ensure that both the PCA and WFHRA are completed during a
      single appointment.

2.1.10 Atos Healthcare MUST base their costings on timing of no more than 43
       minutes for a Personal Capability Assessment and no more than 30 minutes for
       a Work Focused Health Related Assessment. These timings have been
       derived from information collected during the pilots and have been jointly
       recognised as the best available assumptions at the point of issue of this RFP.

2.1.11 The Welfare Reform Act 2007, allows HCPs to conduct medical examinations
       to assist DWP Decision Makers determine benefit entitlement. This legislation
       clearly defines “health care professional” to mean —

          (a) a registered medical practitioner,
          (b) a registered nurse,
          (c) an occupational therapist or physiotherapist registered with a regulatory
              body established by an Order in Council under section 60 of the Health
              Care Act 1999, or
          (d) a member of such other profession, regulated by a body mentioned in
              section 25(3) of the National Health Service Reform and Health Care
              Professions Act 2002, prescribed by the Secretary of State in
              accordance with powers under section 39(1) of the Social Security Act
              1998.”

2.1.12 Atos Healthcare response MUST include proposed criteria for identifying those
       ESA cases that cannot be undertaken by an HCP (other than a doctor).




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2.1.13 Atos Healthcare response MUST say how cases will be directed to and
       scheduled for the appropriate HCP.

2.1.14 Atos Healthcare response MUST include the process for the hand over of
       complex cases from one HCP to another HCP when the PCA has already
       commenced

2.1.15 Atos Healthcare’s response MUST include planning assumptions for the
       proportion of cases that will be undertaken by an HCP (other than a doctor) and
       criteria for review should the assumptions prove to be materially flawed.

2.1.16 Atos Healthcare response MUST include proposals for handling electronic
       referrals from JCP for reconsideration, undertaking all action required, including
       a PCA if necessary, prior to returning the case to JCP electronically via Secure
       Gateway.

2.1.17 Atos Healthcare response MUST include proposals for handling electronic
       referrals from JCP for appeals, undertaking all action required, including a PCA
       if necessary, prior to returning the case to JCP electronically via Secure
       Gateway.

2.1.18 Atos Healthcare response MUST include proposals for handling electronic
       referrals from JCP for advice, undertaking all action required, prior to returning
       the case to JCP electronically via Secure Gateway.

2.1.19 Where Atos Healthcare are responsible for printing DWP owned documentation
       e.g. ESA50, they must provide the Authority with a stock of paper copies in the
       original pdf format at BDCs and Jobcentres, including Welsh and large print
       versions where necessary.


2.2    Support Group New Claims

2.2.1 Please refer to Appendix 3 for Support Group Criteria and Draft Regulations.

2.2.2 It is estimated that approximately 11% of new customers will fall into the
      Support Group. Atos Healthcare MUST base their solution and costs the
      figures in Appendix 8.

2.2.3 If the customer meets the Support Group criteria they will not require a PCA
      face-to-face examination or WFHRA, although a WFHRA must be undertaken if
      the customer so requests. It is acknowledged that some customers will only be
      identified as being in the Support Group at the PCA examination.

2.2.4 Atos Healthcare’s initial action upon receipt of a referral from the Authority
      where the customer has claimed under Terminally ill provisions will be to


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       determine whether the customer meets the Support Group (Terminally ill)
       provision.

2.2.5 If the customer has provided the Authority with a DS1500, the Authority will fax
      the document to Atos Healthcare at the same time as registering the case on
      MSRS. Atos Healthcare must respond using ESA85A

2.2.6 If no DS1500 is provided, Atos Healthcare must check their internal records for
      a DCS Special Rules outcome. If ‘Terminally ill’ diagnosis has been accepted
      no more than 6 months prior to the ESA referral Atos Healthcare may deem a
      similar diagnosis and notify JCP using ESA85A.

2.2.7 If there is no DCS1500 or no DCS Special Rules Terminally ill diagnosis, Atos
      Healthcare will need to obtain Further Medical Evidence (FME) to determine
      whether the customer meets the Support Group (Terminally ill) provision.

2.2.8 If the customer does not satisfy the ‘Terminally ill’ provisions Atos Healthcare
      must issue an ESA50 immediately, notify the Authority electronically and follow
      the process for New and Repeat claims.

2.2.9 Where an ESA50 is issued, the customer must return it within 43 days. When
      the ESA50 has been received Atos Healthcare must undertake a Pre-Board
      Check.

2.2.10 If the evidence provided by the customer indicates that they may meet the
       Support Group (Terminally ill) provision, Atos Healthcare must obtain Further
       Medical Evidence (FME) to determine whether the customer meets the Support
       Group (Terminally ill) provision and notify the Authority of the outcome using
       ESA 85A.

2.2.11 If the evidence provided by the customer indicates they definitely meet the
       Support Group criteria Atos Healthcare must notify JCP of the outcome using
       ESA 85A

2.2.12 Atos Healthcare’s response MUST include proposals for managing the Support
       Group New & Repeat Claims process and provide proposals for service level
       measurement of the described process.

2.3    Support Group Re-referrals

2.3.1 The current assumption is that all cases will be re-referred in accordance with
      prognosis and an ESA50 will be issued in all cases. The customer must return
      the ESA50 within 43 days.

2.3.2 When the ESA50 is returned Atos Healthcare must undertake universal
      scrutiny. If the evidence indicates that although the customer met the Support


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       Group criteria at the new claims stage there has been a change and the criteria
       are no longer met, the process for New and Repeat claims is to be followed.

2.3.3 If the evidence indicates the customer continues to meet the Support Group
      criteria, Atos Healthcare must notify the Authority using ESA 85A

2.3.4 Atos Healthcare’s response MUST include proposals for managing the Support
      Group Re-referrals process.

2.4    New and Repeat Claims

2.4.1 An ESA50 must be issued for all New and Repeat claims that are not
      Terminally ill claims. Atos Healthcare MUST give the customer 28 days to
      return the ESA50 from the date of posting, a remainder must then be sent and
      a further 14 days given from the date of posting, minimum of 43 days in total.

2.4.2 Atos Healthcare MUST notify the Authority if customer fails to return the
      ESA50. However, if mental health issues are indicated, then PCA/WFHRA
      should be scheduled.

2.4.3 On receipt Atos Healthcare must undertake a Pre-Board Check. If the evidence
      does not indicate the claim is to be treated under Support Group provision (see
      Section 2.2), arrangements must be made to invite the customer to attend a
      PCA face-to-face examination and a WFHRA.

2.4.4 On completion of the PCA and the WFHRA, and following any audit activity
      where appropriate, the examination report should be available electronically,
      via the Secure Gateway, to the Decision Maker. The WFHRA report should be
      sent to the ESA Personal Adviser (PA) or PVS Pathways Provider and a copy
      sent by 2nd class post to the customer with a covering letter.

2.4.5 Atos Healthcare’s response MUST include proposals for managing and
      completing the New & Repeat claims process.

2.5    Re-referrals

2.5.1 Atos Healthcare should assume all cases will be re-referred by prognosis up to
      a maximum of three (3) years. On receipt of a re-referral, Atos Healthcare must
      issue an ESA50 and when it is returned undertake universal scrutiny.

2.5.2 Upon receipt of the ESA50, the case should be scrutinised and either an
      ESA85A scrutiny report be made available electronically or if the case cannot
      be cleared the case should be scheduled for a PCA.

2.5.3 For the avoidance of doubt WFHRA reports are not required on re-referrals
      except for those customers who previously met the Support Group criteria, see
      para 2.3.2.

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2.5.4 If there is evidence that indicates the customer meets the Support Group
      criteria action should be taken as detailed for Support Group Re-referrals (para
      2.3).

2.5.5 Whilst Atos Healthcare must provide advice on prognosis, in accordance with
      agreed guidelines, the Authority will retain the right to determine the actual
      timing of any subsequent re-referrals to Atos Healthcare.

2.5.6 Atos Healthcare’s response MUST include proposals for managing the re-
      referrals process.

2.6    Medical Examinations

2.6.1 Atos Healthcare must give prescribed written notice (i.e. at least seven
      calendar days) to customers or their representatives of the time and place at
      which any medical examination will take place unless the customer has agreed
      to shorter notice. Prescribed notice for these purposes begins with the day on
      which the notice is given i.e. the day the letter is actually posted, and ends on
      the day before the examination is to take place.

2.6.2 Atos Healthcare MUST provide proposals detailing how it will contact
      customers to arrange appointments.

2.6.3 Atos Healthcare MUST provide their assumptions for the percentage of
      appointments that will be made by telephone. Atos Healthcare MUST also
      provides proposals for increasing the number of telephone appointments made.

2.6.4 Atos Healthcare MUST provide proposals for reducing call waiting times and
      improving call management e.g. provide information to customer re anticipated
      waiting time and position in call queue.

2.6.5 Should information come to light at any stage in the Medical Evidence
      Gathering process, which indicates that the customer is Terminally ill or in the
      Support Group then Atos Healthcare must notify the Authority immediately and
      must provide the reason for decision using ESA85A and cancel all other action
      including notifying the customer not to return documentation or attend for
      examination where necessary. The response MUST detail how Atos Healthcare
      will meet this performance requirement.

2.7    Did Not Attend

2.7.1 If the customer Does Not Attend an arranged appointment Atos Healthcare
      must issue a BF223 to the customer asking for an explanation for non-
      attendance, record the date of issue of the BF223 on MSRS and return all the
      papers to the Authority within 24 hours of the scheduled appointment.


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2.7.2 This process applies to all appointments for PCA and WFHRA, PCA only and to
      all Domiciliary Visits (examinations completed within the customer’s home)

2.7.3 Atos Healthcare response MUST include proposals for managing this process

2.8    Customer Unable to Attend for Examination

2.8.1 In the event of a customer being Unable to Attend an appointment for a PCA
      and WFHRA or a PCA only, Atos Healthcare must automatically, without
      reference back to the Authority, offer the customer a further appointment.

2.8.2 Where the customer advises they are Unable to Attend a second appointment,
      Atos Healthcare must advise the customer that the appointment slot will be left
      open and despatch all documentation to the Authority, including the
      documented reasons for non-attendance, within twenty four (24) hours if the
      customer fails to attend the 2nd appointment.

2.8.3 In the event of a customer in the first instance not attending an examination, the
      Decision Maker accepts good cause, and on the second occasion being Unable
      to Attend for examination, Atos Healthcare must offer a further appointment to
      the customer.

2.8.4 If a customer is unable to attend a WFHRA only appointment, Atos Healthcare
      must advise the customer that the appointment slot will be left open and
      despatch all documentation to the Authority, including the documented reasons
      for non-attendance, within twenty four (24) hours if the customer does not
      attend, i.e. no further appointment should be offered.

2.8.5 Atos Healthcare’s response MUST include proposals for managing this
      process.

2.9    Customers Turned Away Unseen

2.9.1 Atos Healthcare must make reasonable endeavours to examine all customers
      who attend for PCA and WFHRA on the day of their scheduled appointment.
      No more than 1% of customers who attend their examination to be sent home
      unseen.

2.9.2 Atos Healthcare must note that only those customers who arrive late for their
      appointment (i.e. more ten (10) minutes after their scheduled appointment time)
      or who arrive in an unfit state to be examined are excluded from the ESA
      Service Level requirements of no more than 1% of customers who attend their
      examination to be sent home unseen.

2.9.3 Atos Healthcare’s response MUST include proposals for dealing with
      customers who attend the PCA but the WFHRA cannot be completed at the
      same appointment.

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2.10   Sensitive Cases

2.10.1 Sensitive Records: means a record that contains personal or intimate
       information about a member of staff, employed by either the AUTHORITY or
       Atos Healthcare, a relative of a member of staff or a nationally recognisable
       person or a case defined as such by the AUTHORITY. Atos Healthcare must
       ensure that referrals identified as sensitive cases are handled clerically in
       accordance with current procedures.

2.11   Travelling Expenses

2.11.1 Where the customer attends the PCA but does not attend the WFHRA, the
       customer will not be paid travelling expenses unless their non-attendance at the
       WFHRA is due to circumstances out with their control (e.g. ill health). For the
       avoidance of doubt, where the customer does not attend the WFHRA due to a
       session overrun of more than 10 minutes, these customers must be recorded
       as customer Sent Home Unseen (CSHU) and travelling expenses paid.


2.12   Changes of Circumstances

2.12.1 Upon receipt of notification of any relevant change to a customer’s
       circumstances, Atos Healthcare must inform the Authority immediately using
       MSRS. If directed to do so by the Authority, Atos Healthcare must despatch all
       documentation requested to the Authority on the day of the request or by no
       later than the next working day.

       The types of changes that might be relevant include but shall not be limited to:

          a) admittance of the customer to hospital, or similar institution, as an in-
             patient
          b) detention of the customer in legal custody
          c) change of name and/or address
          d) death of the customer
          e) prolonged absence abroad of the customer (more than one month)
          f) return to work of the customer
          g) the customer has terminated the benefit claim
          h) the customer’s claim for benefit has been withdrawn

2.12.2 Upon notification of a change of circumstances of the customer by the
       Authority, Atos Healthcare must take appropriate timely action to avoid
       inconvenience to the customer and any embarrassment to, or criticism of, the
       Authority arising from Atos Healthcare’s acts or omissions.




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2.13   Temporary National Insurance Numbers

2.13.1 Atos Healthcare must be able to progress referrals through MSRS for
       customers who have a temporary National Insurance Numbers.


2.14   International Pension Centre’s Requirements

2.14.1 Atos Healthcare MUST confirm that they will continue to comply with all of the
       IPC’s requirements detailed in Schedule 4.11 of the Medical Services
       Agreement. Please see Appendix 4 for IPC processes.

2.14.2 IPC will not be using MSRS to electronically refer cases and all referrals will be
       sent clerically. Atos Healthcare MUST confirm they will accept and register
       clerical referrals received from IPC. Atos Healthcare MUST also confirm that
       they will provide clerical outputs to IPC.

2.14.3 IPC will issue and obtain the ESA50 from customers prior to sending a clerical
       referral. Following receipt of an IPC referral Atos Healthcare MUST confirm that
       they provide a clerical output to IPC to confirm:

          •   whether the customer meets the support group criteria
          •   if the customer is terminally ill
          •   if further FME is required (giving direction on the type of FME required)
          •   whether medical examination is required

2.14.4 IPC will identify if a case is the first referral, Atos Healthcare MUST ensure that
       a first referral does not undergo the universal scrutiny process.

2.14.5 If Atos Healthcare advises that an examination is appropriate, IPC will arrange
       the examination in foreign country without any input from Atos Healthcare. If
       customer is willing to return to UK for examination, IPC will advise and Atos
       Healthcare MUST arrange to undertake ESA PCA (Note: IPC will not require
       WFHRAs however this may change in October following ministerial
       consultation).

2.14.6 Atos Healthcare MUST provide a paper based LiMA style examination report
       (ESA85) when examination is conducted i.e. not hand written. (Note IPC would
       prefer all clerical outputs to be typed rather than hand written).

2.14.7 IPC will identify if the case is a re-referral, Atos Healthcare MUST be able to
       consider whether a customer’s level of incapacity can be accepted at scrutiny
       on re-referrals.




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2.14.8 Atos Healthcare MUST provide advice to IPC on the scoring of medical reports
       completed by European Doctors (instead of the ESA85 equivalent).

2.14.9 Atos Healthcare MUST provide proposals for service levels that will apply to
       IPC referrals only.

3.0    Customer Service Requirements

3.1    Customer Experience

3.1.1 Central to the Welfare Reform agenda is the creation of a climate of proactive
      support to assist customers back to work and promote a positive customer
      experience and work-focussed regime. Atos Healthcare MUST detail how the
      services they deliver will meet the Authority’s ESA cultural change that shifts
      the emphasis from incapacity to capacity.

3.1.2 The design of ESA will deliver changes that will address concerns identified
      through consultation with our staff and customers to improve processes and the
      customer experience. Where appropriate, these concerns have been
      addressed throughout this proposal or are already included within the Medical
      Services Agreement.

3.2    Examinations

3.2.1 At all PCA and WFHRAs Atos Healthcare must adhere to the standards of
      conduct required by the Authority that includes but is not limited to the
      following:

          •   allow the customer sufficient time to give their relevant medical history,
              disability or loss of faculty
          •   maintain a non-adversarial manner
          •   explain the purpose of the PCA and WFHRA and what they entail
          •   perform the PCA and WFHRA in a manner that avoids unnecessary
              discomfort to the customer
          •   answer any appropriate relevant medical questions posed by the
              customer without giving an opinion on the outcome of the claim or
              medical condition

3.3    Communicating with Customers

3.3.1 Atos Healthcare MUST continue to display in all examination waiting room
      areas, information that shall include but not be limited to:

          a) customer services standards
          b) customer complaint procedures as approved by the Authority
          c) the name of the site manager; and


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          d) DWP publications (including ESA literature) or any other
             communications as requested by the Authority

3.3.2 Atos Healthcare MUST also continue, where appropriate, to ensure that
      customer information is provided in a variety of formats to meet the needs of
      customer with special, language and sensory requirements.

3.3.3 Atos Healthcare MUST ensure that non-medical and medical staff
      communicating either by telephone or face to face with customers are able to
      explain the purposes of ESA PCA and WFHRA and:

          •   are courteous and helpful
          •   exhibit a positive and supportive attitude
          •   help customers focus upon what they could do, rather than on what they
              can’t.

3.3.4 Atos Healthcare MUST provide proposals of the standards of communications
      they will adopt to explain to customers the ESA PCA and WFHRA process from
      initial point of referral to completion.

3.3.5 Atos Healthcare’s staff when communicating with customers MUST be able to
      adopt and promote the ESA philosophy as well as answer basic questions
      about the process. Atos Healthcare may also receive specific questions from
      customers that they are unable to answer, for example, about benefit
      entitlement, in these circumstances; it is expected that Atos Healthcare will
      continue to signpost customers to the Authority.

3.4    Provision of Enquiry Services / Minimising Touch Contact Points

3.4.1 Atos Healthcare MUST confirm that they continue to ensure that enquiry
      services for customers are available between 08.30 and 17.00 hours each
      working day. Outside of these hours Atos Healthcare MUST also confirm that
      as a minimum an answer phone service will be used and all messages
      acknowledged or responded to as detailed in the Medical Services Agreement.

3.4.2 Atos Healthcare MUST continue to ensure that their enquiry services are
      adequately resourced to meet the demands of customers even at peak times.
      Atos Healthcare MUST also detail any improvements they intend to make to
      their enquiry services.

3.4.3 Atos Healthcare MUST confirm that they will continue to use reasonable
      endeavours to provide an immediate enquiry service for enquiries connected
      with appointments for examinations.




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3.4.4 Atos Healthcare MUST confirm that a free phone number will continue to be
      available for customers to arrange PCA and WFHRA appointments or to
      receive enquiries from customers.

3.4.5 Atos Healthcare must continue to ensure that enquiries are accepted in any
      reasonable format, (e.g. by telephone, in writing, by facsimile or e-mail). As part
      of a continuous improvement to services, Atos Healthcare MUST include
      proposals relating to opportunities to explore the use of online/ electronic
      services to book appointments, arrange call-backs and reply to customers
      enquiries.

3.4.6 Atos Healthcare MUST provide proposals on how they will minimise the contact
      points for customers.

3.4.7 Atos Healthcare MUST provide the Authority’s staff with an enquiry service and
      confirm the opening times of this service.

3.5    Complaints

3.5.1 Atos Healthcare MUST confirm that full customer complaint responses made
      about Services directly under their control are replied to within the required
      turnaround times as set out in Schedule 5 of the Medical Services Agreement
      (see appendix 5).

3.5.2 Atos Healthcare MUST confirm that the current agreed complaints procedures
      will also apply to ESA customers.

3.6    Data Handling

3.6.1 Atos Healthcare MUST ensure that any documents received to assist the
      completion of the PCA/WFHRA for example, FME, will be treated in confidence
      and returned to Authority once action is complete.

3.6.2 Atos Healthcare MUST provide customers with confirmation of receipt for any
      documents they receive directly from them.

3.6.3 Atos Healthcare MUST provide all reasonably requested documentation in
      relation to any enquiries as and when requested by the Authority.

3.6.4 Atos Healthcare must take into account the possibility of the introduction of
      online/e-mail submission of medical certificates from the customer’s GP.

3.7    Welsh Language

3.7.1 Atos Healthcare MUST continue to comply with the provisions of the Welsh
      Language Act to provide a bi-lingual service for those customers who are


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       resident in Wales in respect of correspondence, telephone communications,
       face-to-face communications, and published and printed materials.


3.8    Customer Satisfaction

3.8.1 Atos Healthcare MUST confirm that they will continue to undertake monthly
      surveys to gauge customers’ perception of the service they receive.

3.8.2 Atos Healthcare should continue to ensure that at least 90% of customers who
      respond to the survey are satisfied with the service provided and shall
      continually strive to make improvements.

3.9    Special Needs

3.9.1 With the introduction of ESA, customers previously exempt from IB PCA may
      be called for an ESA PCA and WFHRA. Atos Healthcare MUST provide
      proposals about how they will deal with these customers.

3.9.2 In particular, Atos Healthcare MUST provide proposals about how they deal
      with customers who have learning difficulties, mental health, sensory disabilities
      and mobility problems.

3.9.3 Atos Healthcare will continue to accommodate customers who have special
      needs e.g. customers who require a same sex HCP or interpreter during
      examination.

3.9.4 If any of the special needs detailed in para 3.9.2 and 3.9.3 is identified on the
      day of the appointment and cannot be reasonably be accommodated, Atos
      Healthcare MUST use reasonable endeavours to ensure that arrangements for
      an alternative appointment are made within twenty four (24) hours and ensure
      that the customer’s special needs will be accommodated at the new
      appointment.

3.10   Travel to Medical Examination Centre

3.10.1 Atos Healthcare must ensure that any customer is not required to travel for
       more than 90 minutes by public transport (single journey) for an examination in
       line with the contracted standards applied across all benefits. Where the
       journey is likely to be over 90 minutes then Atos Healthcare will continue to
       consider completing the examination at the customer’s address (DV).

3.11   Appointments

3.11.1 Atos Healthcare must use reasonable endeavours to ensure that examinations
       commence within ten (10) minutes, of their scheduled time, when customers


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       arrive in time for their appointment. The current contractual target in respect of
       waiting times will apply.

3.11.2 Atos Healthcare must use reasonable endeavours to ensure that late arrivals
       (more than ten minutes after the appointment time) are examined on the day of
       their original appointment or offered a mutually acceptable alternative
       appointment.

3.11.3 Atos Healthcare must use reasonable endeavours to ensure that, where a
       Domiciliary Visit is being undertaken, examinations commence within their
       scheduled time frame. Atos Healthcare must, when arranging domiciliary visits
       specify a time slot, which shall not exceed one (1) hour, in which the HCP will
       arrive at the customer’s address, or designated place of examination.

4.0    Non Medical Training and Recruitment

4.1    Non-Medical Training

4.1.1 The Authority regards effective training and development policies and
      processes as an integral part of best management practice in support of an
      efficient service to our customers.

4.1.2 Atos Healthcare MUST detail how they intend to assess and tailor the training
      strategy to secure successful delivery of the Services.

4.1.3 Atos Healthcare MUST detail the training that All non-medical staff interfacing
      with customers will receive.

4.1.4 Atos Healthcare MUST detail how they will ensure all non medical staff who
      have either face to face or telephone contact with the customers, have an
      awareness and understanding of the work-focussed ethos of ESA (see section
      3).

4.1.5 Atos Healthcare MUST provide a detailed training plan including timescales.

4.1.6 Atos Healthcare MUST provide details of how it intends to evaluate the success
      of the non-medical training and monitor the quality.

4.2    Non-Medical Recruitment

4.2.1 The Authority considers it essential that Atos Healthcare recruits and retains a
      sufficient number of appropriately skilled staff to deliver ESA.

4.2.2 Atos Healthcare MUST detail the systems and processes it will implement to
      recruit and retain a viable pool of staff to deliver the requisite performance and
      quality targets for administrative, managerial and non-medical professional
      staff.

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4.2.3 Proposals MUST include a timetable, assumptions, risks and risk management
      strategy.


5.0    Medical Training and Recruitment

5.1    Medical Recruitment Standards

5.1.1 Atos Healthcare MUST confirm that it will comply with all requirements detailed
      in Schedule 4.1 part 2 of the Medical Services Agreement, for details see
      appendix 6.

5.1.2 Atos Healthcare MUST detail the systems and processes it will implement to
      recruit and retain a viable pool of medical staff to deliver the prerequisite
      performance and quality targets for:

          •   Medical Practitioners (doctors)
          •   other HCPs

5.1.3 Proposals MUST include a timetable, assumptions, risks and risk management
      strategy.

5.2    Medical and Non Medical Training for HCPs recruited prior to October
       2008

5.2.1 Atos Healthcare MUST provide a proposal describing how it will ensure that
      HCPs recruited prior to October 2008 are trained to deliver the medical services
      required for the administration of ESA. The proposal must include:

          •   details of how it intends to implement that training
          •   an outline timetable
          •   how it will evaluate its success
          •   how it will monitor the quality.

5.2.2 It is important that these HCPs understand the ESA customer journey and how
      we are trying to change the customer experience as Atos Healthcare’s HCPs
      may be the customer’s first face-to-face contact. There will be a cultural shift
      and skills shift required, e.g. interpersonal skills, empathy, customer focus. See
      Appendix 7 ‘ESA People Strategy’. (This may be updated at a later date).

5.2.3 Atos Healthcare MUST provide a proposal describing how it will ensure that
      existing HCPs are trained in the cultural and skills shift. The proposal must
      include a detailed plan and timetable of how the training will be implemented.

5.3.   Medical and Non Medical Training HCPs recruited post Oct 2008

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5.3.1 Atos Healthcare must provide a training programme for the delivery of medical
      services to support the administration of ESA in accordance with the
      requirements, detailed below, which will ensure that HCPs have the required
      level of knowledge and skills to achieve Approval.

5.3.2 Atos Healthcare MUST provide a proposal detailing the medical training it
      intends to provide HCPs recruited post October 2008 including:

          •   details of how it intends to implement that training
          •   an outline timetable
          •   how it will evaluate its success
          •   how it will monitor the quality.

5.3.3 Atos Healthcare MUST provide a proposal describing how it will ensure that
      HCPs recruited post October 2008 are trained in the cultural and skills shift.
      The proposal must include a detailed plan and timetable of how the training will
      be implemented.

5.4    Medical Training Programme for Continuing Professional Education for
       HCPs

5.4.1 Atos Healthcare must develop and deliver the medical training programme for
      CPE (the “Training Programme”) and its evaluation as part of the Services as
      contracted in Schedule 4, 4.1 part 2 (see Appendix 6) of the Medical Services
      Agreement.

5.4.2 Atos Healthcare MUST provide a proposal detailing how it intends to
      incorporate ESA into the Training Programme for Continuing Professional
      Education (CPE), including:

          •   details of how it intends to implement that training
          •   an outline timetable
          •   how it will evaluate its success
          •   how it will monitor the quality.

6.0    Medical Process Standards

6.1    General Standards

6.1.1 Atos Healthcare must ensure that a minimum of 99% of medical reports are Fit
      for Purpose and do not result in Rework. HCP reports must be adjudged fit for
      the required purpose by the Authority’s representative (for example a Decision
      Maker) making use of the report against the standards defined in the Medical
      Services Agreement. Any cases supplied to the Authority’s representatives and


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       deemed as being not Fit for Purpose must be Reworked at Atos Healthcare’s
       expense.


6.2    Medical Process Outcome Standards

6.2.1 Atos Healthcare must use reasonable endeavours to ensure that the advice
      given shall be consistent in that, where possible, the Medical Process outcome
      advised falls within a range of results related to the mean of all Atos Healthcare’
      Medical Process outcomes advised as a result of that process.

6.2.3 Atos Healthcare MUST provide a proposal for the categories of Medical
      Process Outcomes to be used for ESA. Categories of Medical Process
      Outcomes to be used will be subject to approval by the Authority’s Chief
      Medical Adviser.

6.2.4 The ranges will apply at individual Government Office Region (GOR) and
      individual HCP level. It should be noted that there may be great inter-unit
      variation due to demographic and other factors. Therefore consistency of the
      results over a period of time at both individual unit and individual HCP level is of
      greatest relevance.

6.2.5 Atos Healthcare MUST detail how it intends to monitor, record and report
      Process Outcomes for ESA with a view to ensuring consistency of outcomes.

6.3    Medical Certificates and Medical Reports

6.3.1 Atos Healthcare MUST provide a proposal detailing the administration and
      training to replace the process detailed in “IB113 Medical Certification- GP
      Compliance Monitoring” in Schedule 28 of the Medical Service Agreement.

6.4    Medical Quality Assurance

6.4.1 Atos Healthcare MUST propose how it will deliver the medical quality
      assurance requirements for ESA.

7.0    Performance standards, service levels and financial remedies

7.1.   Service Levels

7.1.1 Atos Healthcare MUST provide proposals of how they will meet the
      Performance Measurement Requirements detailed in this section and in
      Schedule 5 (see appendix 5) of the Medical Services Agreement. Unless
      otherwise stated or not applicable any service levels currently listed for IB shall
      apply to ESA. Atos Healthcare MUST detail all Service Levels that will apply to
      ESA.


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7.1.2 The processes for new and repeat claims and re-referrals will be different and
      therefore separate AACTs can be proposed.

7.1.3 Atos Healthcare MUST propose an AACT for Support Group processes
      including Terminally ill referrals.

7.1.4 Atos Healthcare MUST propose a corresponding old case target for each
      AACT.

7.1.5 Atos Healthcare MUST propose a single DNA target that covers both new
      claims and re-referrals. This proposal must reflect the increased customer
      incentivisation to attend. See also Paragraph 8.0.4

7.1.6 WFHRA only referrals will be made by the Authority, for example customer
      previously attended PCA but DNA WFHRA. Atos Healthcare MUST propose an
      AACT for WFHRA only referrals.

7.1.7 It is expected that customers will be examined by the same HCP on the same
      day although in certain circumstances dual practitioners may be used.
      Customer Service targets in respect of Waiting Times (Actual Average Waiting
      Time of 10 minutes) and Customer Sent Home Unseen (No more than 1% of
      customers who attend their examination to be sent home unseen) for each
      component part of the ESA process will be measured separately. In their
      response Atos Healthcare MUST confirm that their solution will provide
      separate measurement of these targets for both the PCA and WFHRA.

7.1.8 The PCA and WFHRA are two separate reports, and as such will be measured
      separately in respect of Medical Quality (Integrated Quality Assurance System -
      IQAS). Atos Healthcare response MUST detail the processes they will put in
      place to meet the required medical quality standards and to address identified
      shortfall in quality. The proportion of C grade reports measured using IQAS
      MUST be:

          •   ESA 85A 2% or less
          •   ESA 85  5% or less
          •   WFHRA 5% or less

7.1.9 No more than 1% of reports cleared in any Month to be returned for Rework as
      Not Fit for Purpose.

7.1.10 Atos Healthcare MUST include in their response details of the measures that
       they will take to ensure that the introduction of ESA does not adversely affect
       performance requirements in any other service area.

7.1.11 Atos Healthcare MUST provide proposals and include how it intends to meet
       and improve ESA service levels and processes over the life of the contract.


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7.1.12 Atos Healthcare MUST ensure that proposals for ESA service levels
       demonstrate how the benefits secured as a result of the re-tender have been
       preserved e.g. the proposals MUST provide visibility of the current AACT target
       for IB examinations.

7.2    This section has been removed as it contains information which is exempt under Section 43 of
       the Freedom of Information Act 2000. This is due to it being commercially sensitive.

8.0    Volumes

8.0.1 Forecast volumes for Years 1 – 20 are contained in the accompanying Excel
      file (Appendix 8). Atos Healthcare must note the assumption that the frequency
      of ESA Reviews will be by prognosis and it is the forecast volumes for this
      scenario that must be used.

8.0.2 In arriving at the number of Chargeable Outputs resulting from referrals, the
      Authority has used the prevailing ‘Scrutiny to Examination’ and ‘Did Not Attend
      (DNA)’ rates in the existing Pathways areas. Details of which are contained in
      the ‘Workings’ page of the RFP Volumes Excel file.

8.0.3 For the avoidance of doubt, the Authority’s use of the DNA rate in the existing
      Pathways areas is a ‘worst case scenario’. Under ESA there is an incentive for
      the customer to attend their examination, which does not exist under IB; the
      reason for this being that New and Repeat Claims will remain on the
      Assessment Rate of Allowance until after they have attended the PCA.
      Furthermore, customers who fail to attend the WFHRA can have Sanctions
      applied, by way of a reduction in rate of their Employment and Support
      Allowance.

8.0.4 Atos Healthcare MUST confirm that their response is based upon their own
      assumptions about DNA and detail what those are if different to those
      contained with the RFP Volume file. However, Atos Healthcare must not
      assume a figure higher than that used by the Authority for the purposes of
      costing the response to this RFP. See also Paragraph 7.1.6

9.0    This section has been removed as it contains information which is exempt under Section 43 of
       the Freedom of Information Act 2000. This is due to it being commercially sensitive.



10.0   Management Information

10.0.1 Atos Healthcare must work with the Authority in the development of
       Management Information to support the requirements of ESA in advance of go-
       live. Until such time as the processes are agreed, it is not possible to specify
       the Authority’s requirements. However, Atos Healthcare MUST provide


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       indicative costing for providing ESA management information based on current
       IB data.

10.0.2 Atos Healthcare MUST confirm that they will provide the Management
       Information to the granularity and frequency as specified in Schedule 16 of the
       Medical Services Agreement.

10.0.3 Atos Healthcare MUST provide Management Information (MI) framework
       document which details the MI processes and activities, which will be
       undertaken by Medical Services in relation to ESA, when full details of MI
       requirements have been finalised and detailed.

10.0.4 Atos Healthcare MUST confirm in its response that it will provide a derivation
       report for each piece of MI requested. The derivation report MUST include
       proposals for report groupings and arithmetical calculations.

11.0   Accommodation

11.0.1 To ensure that the necessary accommodation is in place to deliver ESA PCA
       and WFHRA, MSCMT has worked closely with Atos Healthcare and DWP
       Estates to devise an ESA Estates Strategy, for details please refer to Appendix
       9.

11.0.2 The Authority will provide the majority of accommodation required to deliver
       ESA PCA and WFHRA. Where the Authority is unable to secure DWP or Other
       Government Department accommodation, Atos Healthcare MUST confirm that
       they will provide the required accommodation. The fixed costs of the contract
       will be amended if Atos Healthcare secures property to deliver DWP Medical
       Services.

11.0.3 Atos Healthcare MUST detail any increases to their existing accommodation
       costs i.e. property not provided by the Authority.

11.0.4 There are number of areas where the Authority has yet to secure alternative
       accommodation; therefore, Atos Healthcare MUST provide costs for searching,
       acquisition, fit out and running costs of accommodation in these locations.
       Details of the sites where costing information is required are contained in
       Appendix 10. For the avoidance of doubt these costs should not be included in
       One Time Costs or Fixed Costs (PF5). The Authority will direct Atos
       Healthcare to commence activity in respect of any location. Atos Healthcare
       MUST acknowledge that no expenditure in relation to these sites must be
       incurred without prior approval by the Authority, where Atos Healthcare intend
       to recover costs from the Authority.

12.0   IS/IT Requirements

12.1   General

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12.1.1 The Authority requires all PCA Reports and customer contact information be
       submitted to it in electronic format via MSRS, therefore in their response Atos
       Healthcare MUST detail how they will meet this requirement.

12.1.2 For the avoidance of doubt, whilst the Authority requires the WFHRA to be
       completed using LIMA, initially, the Authority will still require this to be provided
       in paper format.

12.1.3 To improve the customer experience and the interaction between benefits by
       sharing information between departments, Atos Healthcare MUST confirm that
       ESA LiMA development will not prohibit the future use of DLA triggers. A
       separate proposal (RFP) may be received from DCS to request that LiMA
       identifies ESA descriptors to indicate a possible entitlement of DLA.

12.1.4 The Authority is ultimately looking for electronic completion of the ESA50 (and
       the IB equivalent). Atos Healthcare MUST provide details of how it will meet
       this requirement including when it can be delivered.

12.1.5 Atos Healthcare MUST confirm that the MSRS and LiMA development (Alpha,
       Beta, Gamma) being undertaken to implement the transfer of IB processes as a
       preparation for ESA, agreed under the Partial Transfer of the PCA Process
       (Medical Services Agreement RFP dated 5 Sept 06 - copy at Appendix 8) will
       be completed prior to the introduction of ESA and that the changes are
       transportable to ESA.

12.1.6 Atos Healthcare MUST propose the maximum number of concurrent users that
       MSRS can support. Atos Healthcare MUST detail the average of slowest
       response times of MSRS, how this will be measured and what action will be
       taken if this not achieved.

12.1.7 Atos Healthcare MUST detail the security measures that will be in place for
       MSRS users e.g. frequency of password expiry.

12.1.8 Atos Healthcare must commit to working with the Authority to integrate the Atos
       Healthcare service desk with the EDS service desk to ensure that MSRS users
       can raise problems with a single point (EDS) who would then pass any relevant
       issues to Atos Healthcare, resolution would then be passed back to EDS. Atos
       Healthcare MUST propose the appropriate service desk service levels.

12.2   Technical Architecture

12.2.1 Atos Healthcare MUST describe in detail how the current applications need to
       be enhanced to support the functionality required to meet the requirements. For
       clarity, Atos Healthcare MUST provide architectural diagrams show the
       interfaces, security and other functional and technical aspects of the solution so


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       that it clearly highlights the changes required and the reason for those changes.
       The changes required should be traceable to the business requirements.

12.2.2 Atos Healthcare MUST provide details of any additional hardware required
       giving the rational for the increase.

12.2.3 The solution MUST be developed and implemented in compliance with the
       DWP’s current security standards and policies as described by the DWP
       Information Systems Security Standards V3.0. Atos Healthcare MUST describe
       how the solution will meet these standards and policies, highlighting any areas
       where exceptions are expected.

12.2.4 Atos Healthcare MUST describe their approach to auditing within their domain.

12.2.5 Atos Healthcare MUST include proposals for making the IS/IT solution
       compliant with the DWP accessibility Standards.
12.2.6 Atos Healthcare MUST describe their approach to capacity planning and
       management given the changes in volumes required to support ESA.

12.3   Business Continuity and Disaster Recovery

12.3.1 Atos Healthcare MUST confirm that ESA will fall within the scope of contracted
       Business Continuity and Disaster Recovery Services.

12.3.2 Atos Healthcare MUST describe the business continuity approach including the
       processes to be invoked in the event of a system failure. The response should
       include consideration of all systems and components of the architecture
       including the help desk.

12.3.3 Atos Healthcare MUST include in their proposal a detailed plan for testing the
       effectiveness of current Business Continuity and Disaster Recovery plans in
       relation to the implementation and on-going delivery of ESA.

12.3.4 Atos Healthcare MUST provide details, if any, of changes required to the live
       support arrangements as a result of the introduction of the changes required for
       ESA. The response MUST include considerations for problem management.

12.4   Offshoring

12.4.1 If Atos Healthcare wishes to Offshore any part of the Services, they MUST
       submit details of any offshoring proposal as part of the response.

12.4.2 Any activities planned to be performed off-shore MUST be agreed with the
       Authority in advance.

12.5   Testing

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12.5.1 Atos Healthcare MUST commit to providing a test service accessible from the
       DWP Model Office to meet the dates specified in the programme plan, in order
       that the AUTHORITY can perform Model Office testing as defined in the DWP
       Business Change Lifecycle.

12.5.2 Atos Healthcare MUST commit to providing test data in the Model Office
       environment based on the data provided by the Department in order that a
       realistic end-to-end scenario can be executed with data consistency across all
       parts of the process.

12.5.3 Atos Healthcare MUST specify when the data provided by the Department for
       DWP Model Office testing is required to be made available.

12.5.4 Atos Healthcare MUST commit to working with the Department to support ESA
       Programme testing activities that require functionality, environments or support
       from an Atos Origin system. Atos Healthcare MUST commit to providing such
       functionality, environments or support for ESA Programme testing activities in
       accordance the Enterprise Test Strategy to meet the timescales.

12.5.5 Atos Healthcare MUST commit to work with the Department to supporting
       Accessibility testing of the MSRS application.

12.5.6 Atos Healthcare must commit to working with the Department to enable the
       Department to perform an assurance role on the IT development.

12.5.7 Atos Healthcare MUST commit to providing assurance to the Authority through
       Authority’s witnessing the testing and validating the test results. The Authority
       will require this at various points in the lifecycle, e.g. functional testing, technical
       testing. Atos Healthcare MUST provide proposals for points in the lifecycle
       where testing and assurance will take place. Atos Healthcare MUST confirm
       that they will work with the Authority to develop the acceptance Criteria.

12.5.8 Atos Healthcare MUST confirm their commitment to working with the
       Department to enable the Department to perform an assurance role on the IT
       development. This includes meeting regularly and making available any
       documents to do this. It is not expected that all design documents will be made
       available, only key high level design documents. It is also expected that this
       will not impact timescales. Atos Healthcare MUST provide a list of their
       deliverables that they believe will serve this purpose.

13.0   Programme and Service Delivery

13.1   Programme Management

13.1.1 Atos Healthcare MUST acknowledge that they will work collaboratively and
       effectively with the Authority to successfully deliver ESA.    Post the

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       implementation date (A day) Atos Healthcare MUST acknowledge that they will
       provide a robust and stable ESA service that is compliant with the needs of the
       Authority.

13.1.2 Atos Healthcare will need to use the full range of project management
       knowledge, skills and expertise to successfully deliver ESA. In addition, working
       collaboratively with other service providers will require well-developed project
       and relationship management skills.

13.1.3 Atos Healthcare MUST provide assurance that sufficient experienced project
       managers are available in their resource pool to work on ESA and must give an
       assurance that additional experienced resource will be available should they be
       required.

13.1.4 Atos Healthcare will have a number of key roles and responsibilities inherent in
       the planning, design, implementation and delivery of ESA.

13.1.5 Atos Healthcare MUST detail their organisation structure for all ESA related
       activity and progress reporting, including points of contact with the Authority
       and any associated governance required. See also Section 13.3.

13.1.6 Atos Healthcare MUST detail escalation routes for ESA Programme issues.

13.1.7 Atos Healthcare MUST confirm that Prince 2 methodology will be operated or
       provide details of any alternative project management methodology including
       governance arrangements. Any project methodology proposed must include,
       but not be limited to;

          •   assumption and risk management
          •   development and maintenance of effective plans
          •   progress updates – including financial performance against budget
          •   change control and approval routes for variances
          •   lessons learned

13.1.8 Atos Healthcare MUST detail their Programme Organisation together with the
       names of all Key Personnel, their CVs, roles and responsibilities. Key
       Personnel includes all Programme Personnel from Programme Director down
       to Programme Project Manager(s).

13.1.9 Atos Healthcare’s response MUST demonstrate how it intends to implement the
       proposed Programme Management structure and execute their roles and
       responsibilities in such a way as to ensure that ESA is delivered on time and
       delivers the key components listed paragraph 13.1.10.

13.1.10 Key components include, but are not limited to:



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          •   securing delivery of requisite contracted services in line with
              specification and Programme plans
          •   providing the Authority with the necessary information required to ensure
              ESA is successfully delivered
          •   effectively managing interfaces with the ESA Programme, stakeholders
              and other service providers
          •   identifying and resolving Programme issues and problems without delay
          •   identifying service improvements to facilitate effective and successful
              delivery of ESA
          •   ensuring that the introduction of ESA does not adversely affect current
              performance, in any Service area
          •   minimising the impact on Jobcentre Plus resources

13.2   Service Management

13.2.1 Atos Healthcare’s response MUST provide details of the structure it intends to
       introduce to: effectively integrate and manage ESA Service Delivery into
       “Business as Usual”; execute their roles and responsibilities and; deliver the
       key components listed in paragraph 13.2.2.

13.2.2 Key components include, but are not limited to:

          •   securing delivery of contracted services to the requisite specification and
              in accordance with the terms and conditions of the Medical Services
              Agreement
          •   providing the Authority with the necessary information required to
              manage their business
          •   effectively managing interfaces with customers, stakeholders and other
              service providers
          •   identifying and resolving service issues and problems without delay and
              to agreed performance levels
          •   identifying ongoing service improvements and submitting pro-active
              proposals to improve service efficiency
          •   providing input to policy research and where appropriate working
              collaboratively with the Authority on research programmes
          •   distributing policy communications/medical updates and remaining
              necessarily informed
          •   introducing new services and implementing changes agreed with the
              Authority through the New Business and change Control processes
          •   operating effective quality management systems and associated audit
              requirements
          •   maintaining the requisite professional standards
          •   ensuring that the introduction of ESA does not adversely affect current
              performance, in any Service area
          •   minimising the impact on Jobcentre Plus resources


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13.2.3 Atos Healthcare MUST detail their proposed service management structure
       post ‘A day’ plus Key names and CVs, roles and responsibilities.

13.3   Governance

13.3.1 In order to deliver a seamless end-to-end service Atos Healthcare must forge
       and maintain good working relationships with the groups identified in this
       section of the RFP. A flexible and pragmatic approach is required to ensure
       effective end-to-end service management. Atos Healthcare must develop,
       establish and maintain effective interfaces with a coherent approach to interact
       successfully with these groups.

13.3.2 Atos Healthcare MUST demonstrate its ability to interface with the groups listed
       below by detailing how it intends to incorporate and manage ESA in line with
       nationally contracted arrangements and also, but not limited to;

          •   any other interfaces it considers pertinent to ESA and propose the types
              of meetings and frequency of meetings/ review
          •   any governance improvements it intends to make, during implementation
              and going forward into Business as Usual, including how it intends to
              implement those improvements and an outline timetable

13.3.3 ESA Programme Interfaces

          •   ESA Integrated Design Team (occasionally when appropriate)
          •   ESA Programme Board (occasionally upon request)
          •   PCA Delivery Board (monthly)
          •   PCA strand checkpoint meetings (fortnightly or as required, face to face
              or by telekit by agreement)
          •   ESA Technical Design Authority (occasionally upon request)

13.3.4 Strategic Interfaces

          •   Medical Services Executive Management Board

13.3.5 Commercial Interfaces

          •   Medical Services Contract Management Team Performance Reviews
          •   Medical Service Contract Management Team Change Control Boards

13.3.6 Operational Interfaces

          •   Regional and Local Interface meetings (Single points of contact will
              remain in place in all GORs for all Jobcentre Plus)
          •   Estates (House Committees)


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13.3.7 Service Improvement Programme Interfaces

          •   Service Improvement Programme Board
          •   Service Improvement Project Board

13.3.8 Interfaces with Key Stakeholders

          •   DWP Policy Units
          •   Welfare Rights
          •   Disability Lobby Organisations
          •   Organisations representing medical interests

13.3.9 Atos Healthcare MUST participate in stakeholder workshops, meeting and
       events as required.

13.3.10Atos Healthcare MUST confirm that it will attend and participate in ad-hoc
      meetings and when reasonably requested to do so.

13.4   Quality Management Systems

13.4.1 Atos Healthcare MUST demonstrate how their quality management systems
       will ensure:

          •   Consistent quality of service for ESA
          •   Quality of management information for ESA
          •   Adherence to standards for ESA

13.4.2 Atos Healthcare MUST detail how it intends to conduct quality monitoring for
       ESA and specify their processes for monitoring and reporting.

13.5   Planning and Implementation

13.5.1 Atos Healthcare MUST provide a detailed End to End Programme plan
       including but not limited to activities such as LiMA development, MSRS
       development, Business Change/Implementation, expansion of Virtual Contact
       Centres, recruitment of HCPs, administrative and management staff, training,
       productions of guides etc. The plan MUST include but not be limited to:

          •   activities and timescales
          •   name & position of person responsible
          •   dependencies, impacts and timescales
          •   assumptions and risks (including mitigation plans)
          •   contingency provision
          •   required resources
          •   plans for Transition and handover into Business as Usual


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       A document produced solely in Microsoft Project will not suffice. Atos
       Healthcare MUST provide other supporting documentation to underpin all
       points made in this paragraph.

13.6 Internal Communications

13.6.1 Atos Healthcare MUST provide details of their internal communication strategy
       and a copy of their Communications Plan explaining how they intend to inform
       staff about the introduction of this new Service prior to commencement of the
       service. i.e. detail how and when staff will be informed, by who and in what
       format, e.g. Managers briefings, email etc.

13.6.2 Atos Healthcare MUST acknowledge that all communications will be jointly
       developed and agreed with the Authority. Atos Healthcare must not issue any
       communications about ESA unless the release of that information is approved
       by the Authority.


13.7   External Communications

13.7.1 The introduction of ESA is high profile and politically sensitive therefore
       potentially will generate a significant increase in Official Correspondence,
       Ministerial & other Briefings, Press enquiries etc. Atos Healthcare MUST
       demonstrate there are adequate knowledgeable resources available to handle
       provision of timely responses to this potential increase in information
       requirements.

13.7.2 Atos Healthcare must acknowledge that all communications will be jointly
       developed and agreed with the Authority. Atos Healthcare must not issue any
       communications about ESA unless the release of that information is approved
       by the Authority.

13.8   Sustainable Development

13.8.1 Atos Healthcare MUST ensure that their proposals include sustainability as an
       integral part of the delivery of ESA services including specific examples where
       appropriate.

13.9   Service Delivery

13.9.1 Atos Healthcare MUST confirm that they will comply with all current contracted
       terms and conditions.

13.10 Continuous Improvement




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13.10.1Atos Healthcare MUST provide proposals and Service Improvement Plan for
      ESA Service for improving the delivery of services from October 2008 through
      to the end of the contract.

14.0   Guidance

14.1.1 Atos Healthcare MUST identify which administrative and medical guides and
       forms will require amendment or introduction to support ESA processes and
       provide proposals for managing this requirement.

15.0   Response Criteria

15.0.1 Atos Healthcare MUST confirm they will provide a written response to this RFP
       and request any clarification concerning this request within twelve days of issue
       (25th September 2007)

15.0.2 Atos Healthcare MUST provide a full response, including a detailed breakdown
       of One Time, Fixed and Variable costs by 4 pm, 12th October 2007.

15.0.3 All volumes and costs (if appropriate) MUST be provided in Contract years i.e.
       Sept to Aug.

15.0.4 Atos Healthcare MUST ensure that there are no contradictions between
       flowcharts submitted and the text in the body of their proposal; all Flowcharts
       submitted MUST be cross referenced with either RFP, the proposal or financial
       model.

15.0.5 Measurement of the Response to this RFP shall be assessed against all
       requirements detailed within this RFP.

15.0.6 In summary the Response MUST detail:

          •   Management Summary
          •   detailed Proposals in the same structure as the RFP
          •   RFP Risk Assessment (table) for ESA proposal
          •   commercial and operational assumptions. This must include details of
              who Atos Healthcare consider ‘owns’ the assumption, criteria for review
              and/or where appropriate, proposals for managing changes
          •   Contingency Plan
          •   table clearly demonstrating where each Mandatory requirement is
              addressed
          •   Responder’s Details


Details of Originator
Signature: H.Cresswell

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Name: Hilary Cresswell
Job Title: Commercial Manager
Organisation: Medical Services Contract Management Team

Date Submitted to CONTRACTOR:13th September 2007
Date for Response by Contractor5pm 12th October 2007
Signature: H.Cresswell
Name: Hilary Cresswell
Job Title: Commercial Manager
Organisation / Dept: MSCMT




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                          Employment and Support Allowance Programme

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Appendix 1:
ESA Customer Experience Model (draft version 2)



Appendix 1 final.PPT



Appendix 2: ESA PCA Assumptions



Appendix 2 final.xls


Appendix 3: Support Group Criteria and draft regulations



Appendix 3 Support Appendix 3 Draft
Group Criteria final.do Regs final.doc


Appendix 4: IPC Process



    Appendix 4
     FINAL.xls

Appendix 5, Schedule 5 Appendix 1 of Medical Service Agreement.



 Appendix 5 FINAL



Appendix 6: Contractual Medical Requirements



Appendix 6 Final.doc



Appendix 7: ESA People Strategy



Appendix 7 final.doc




Appendix 8: ESA volumes

13 September 07                                   40              Author: H Cresswell
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Appendix 8 final.xls



Appendix 9: Estate Strategy



Appendix 9 final.doc



Appendix 10: Estates Sourcing, Fit Out and Running costs



Appendix10 final.xls




13 September 07                           41               Author: H Cresswell
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Medical Services Agreement                                Commercially Confidential


                         MEDICAL SERVICES AGREEMENT
                                    INDEX

CLAUSES

SCHEDULES

1                     Definitions

2                     Statement of Service Requirements

3                     Proposal Parts 1 & 2

4                     Service Descriptions

4.1 part 1            Common Business Requirements

4.1 part 2            Medical Requirements

4.2                   INCAPACITY BENEFIT/INCOME SUPPORT/HOUSING
                      BENEFIT/COUNCIL TAX BENEFIT AND OTHER RELATED
                      ADVANTAGES

4.3                   SEVERE DISABLEMENT ALLOWANCE

4.4                   INLAND REVENUE STATUTORY SICK PAY/STATUTORY
                      MATERNITY PAY

4.5                   AGE DETERMINATION

4.6                   JOBSEEKERS ALLOWANCE

4.7                   OCCUPATIONAL HEALTH ASSESSMENTS

4.8                   INLAND REVENUE CHILD TRUST FUND

4.9                   INJURIES DISABLEMENT BENEFITS

4.10                  TRIBUNALS SERVICE

4.11                  INTERNATIONAL PENSIONS CENTRE

4.12                  DISABILITY LIVING ALLOWANCE /ATTENDANCE ALLOWANCE

4.13                  INLAND REVENUE TAX CREDIT

4.14                  SERVICE PERSONNEL AND VETERANS AGENCY–
                      EMP/SPECIALIST/REGIONAL CONSULTANT & AUDIOLOGY
                      REPORTS

4.15                  VACCINE DAMAGE PAYMENT SCHEME

4.16                  NOT USED

4.17                  COMPENSATION RECOVERY SCHEME

4.18                  CHILD SUPPORT AGENCY

4.19                  PROVISION OF IB LiMA DATA STRIP TO INFORMATION
                      ANALYSIS DIRECTORATE (IAD)
Medical Services Agreement                                      Commercially Confidential




4.20                  REGENERATION OF IB85s FOR DCS

4.21                  FINANCIAL ASSISTANCE SCHEME

4.22                  IB PATHWAYS TO WORK

4.23                  EMPLOYMENT AND SUPPORT ALLOWANCE (ESA)

5                     Service Levels

6                     Assets and Software used in the Provision of the Services

7                     Transition Services

8                     Transformation Services

9                     NOT USED

10                    Properties Used to Provide the Services

11                    Use of AUTHORITY services

12                    Charging

13                    Invoicing Procedures

14                    NOT USED

15                    Re-tender Provisions

16                    Contract Management Procedures

17                    Addresses for Communication

18                    Approved Subcontractors

19                    Change Control Procedures

20                    Security Requirements

21                    Key Personnel

22                    AUTHORITY Responsibilities

23                    Standards and Policies

24                    NOT USED

25                    Service Credits and Liquidated Damages

26                    Termination Services and MSA Transition Agreement

27                    Parent Company Guarantee

28                    Documentation Used to Provide the Services

29                    AUTHORITY Forms
Medical Services Agreement                                     Commercially Confidential


30                    Pilot Services

31                    Optional Services

32                    Secondment Terms

33                    Business Continuity and Disaster Recovery Services
Medical Services Agreement                      Commercially Confidential




                              SCHEDULE 1

                              DEFINITIONS

                             (Clause 1.1.1.1)




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                                          SCHEDULE 1

                                          DEFINITIONS



     The expressions set out below shall have the meanings ascribed thereto:

      “Average Actual            means the measure that is calculated by taking the cumulative
      Clearance time             number of Working Days to clear the Referrals and dividing by the
      (AACT)”:                   number of Referrals cleared.

      “Abortive Visit”:          means the failure to produce an examination report, whatever the
                                 reason, following the arrangement of an examination of a Claimant
                                 at his current place of residence.

      “Acceptance Criteria”      means the criteria for the acceptance of the Services as set out in
                                 Schedule 7 and as further specified in the Detailed Transition Plan.

      “Actual Average            means the time from scheduled appointment time to when the
      Waiting Time”:             HCP collects the customer from the waiting area.

      “Additional                means any additional acceptance criteria specified in the Detailed
      Acceptance Criteria”       Transition Plan.

      “Additional Profit”:       has the meaning set out in Paragraph 6.2.3 of Schedule 12.

      “Additional Service”:      means any Service to be supplied pursuant to Clause 2.3.

      “Advertisement”:           means the advertisement placed by the AUTHORITY in the Official
                                 Journal of the European Communities on 10 September 2003 for
                                 the supply of the Services.

      “Age Determination”:       means a medical opinion as to whether the results of an
                                 examination support the Claimant’s contention to have reached the
                                 age now alleged or if not, the range of years within which those
                                 results indicate that the Claimant’s age probably lies.

      “Agreement”:               means this Agreement including the Schedules hereto.

      “Alternative Dispute       means the alternative dispute resolution procedure described in
      Resolution                 Clause 10.14.
      Procedure”:
      “Annual Review”:           means the process set out in Paragraph 4.1 of Schedule 12.

      “Approval” or              means the written recognition by the Chief Medical Advisor, on
      “Approved”:                behalf of the Secretary of State, that an individual is satisfactorily
                                 trained, and has shown to have achieved the required standard to
                                 become engaged in the provision of medical or paramedical
                                 Services and is dependant on the required standards being
                                 achieved for each Service area.

      “Assets”:                  means the hardware and other tangible assets used by the
                                 CONTRACTOR in the provision of the Services and which are
                                 listed in Schedule 6.

      “AUTHORITY”                means the Secretary of State for Work and Pensions.

      “AUTHORITY                 means Transferring Properties and any other properties where the
      Accommodation”             AUTHORITY has an interest (freehold, leasehold or other) and


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Medical Services Agreement                                             Commercially Confidential

                              which is used in the provision of the Services.

      “AUTHORITY              means the consumables provided by the AUTHORITY to the
      Consumables”:           CONTRACTOR, including AUTHORITY Forms as specified in
                              Schedule 29.

      “AUTHORITY Data”:       means all data, information, text, drawings, diagrams, images or
                              sounds which are embodied in any electronic or tangible medium
                              (but excluding any computer software), and which are supplied or
                              in respect of which access is granted to the CONTRACTOR by the
                              AUTHORITY pursuant to this Agreement, or which the
                              CONTRACTOR is required to generate under this Agreement
                              other than the CONTRACTOR’s internal business information.

      “AUTHORITY Forms”:      means the forms licensed by the AUTHORITY                   to   the
                              CONTRACTOR as specified in Clause 4.14.

      “AUTHORITY              means those properties referred to in Schedule 12 Appendix 4,
      Properties”             where the AUTHORITY has an interest (freehold, leasehold or
                              other) and which the CONTRACTOR has chosen to use for the
                              provision of the Services.

      “AUTHORITY              means the software and all accompanying documentation, in
      Software”:              which the Intellectual Property Rights are owned at the execution
                              hereof by the AUTHORITY as listed in Appendix 4 of Schedule 6.

      “AUTHORITY Third        means the software and all accompanying documentation in which
      Party Software”:        the Intellectual Property Rights are owned by a third party and
                              provided to the CONTRACTOR by the AUTHORITY pursuant to
                              Clause 4.8 as listed in Appendix 5 of Schedule 6.

      “AUTHORITY’s            means the responsibilities of the AUTHORITY listed in Schedule
      Responsibilities”:      22.

      “AUTHORITY”:            means the Secretary of State for Work and Pensions.

      “Average Earnings       means as defined in Paragraph 4.2.7 of Schedule 12.
      Index”
      “Basic Services”:       means any and all the Services to be performed by the
                              CONTRACTOR pursuant to Clause 2.1.

      “Benefit”               means social security benefits delivered by the Department for
                              Work and Pensions. Save a herein amended all other terms and
                              conditions of the Original Agreement shall remain in full force and
                              effect.
      “Benefit History        means a form used by the AUTHORITY which identifies a Period
      Sheet”:                 of Interruption of Work.

      “Bidder”:               means any organisation, body corporate or service provider
                              seeking appointment as a Replacement Contractor in response to
                              any invitation or request by the AUTHORITY for the provision of
                              tenders in respect of the Services.

      “Breach of Security”:   means any act or omissions, accidental or deliberate, which
                              contravenes Departmental Security Policy, the law, or both.

      “Break Option”:         means the right of the AUTHORITY to terminate this Agreement
                              without cause as set out in Clause 11.2.

      “British Dental         means a registered dentist who appears on the specialist list of the

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      Registered Specialist”:   General Dental Council.

      “Broadly Comparable”:     means in accordance with paragraph 14 of Annex A to the Cabinet
                                Office document ‘Staff Transfers in the Public Sector’ Statement of
                                Practice dated January 2000.

      “Business Area”:          means a benefit or Service for which the CONTRACTOR will
                                provide Services under this Agreement. The Business Areas
                                referred to are:
                                    • Age Determination;
                                    • Tribunals Service;
                                    • Child Support Agency;
                                    • Compensation Recovery Scheme;
                                    • Disability Living Allowance/Attendance Allowance;
                                    • Incapacity Benefit/Income Support/ Housing Benefit/
                                        Council Tax Benefit and other related advantages;
                                    • Industrial Injuries Disablement Benefit;
                                    • HM Revenue and Customs Statutory Sick Pay/Statutory
                                        Maternity Pay;
                                    • HM Revenue and Customs Tax Credit;
                                    • International Pensions Centre;
                                    • Jobseekers Allowance;
                                    • Occupational Health Assessments;
                                    • Severe Disablement Allowance;
                                    • Vaccine Damage Payment Scheme; and
                                    • Service Personnel & Veterans Agency –
                                        EMP/Specialist/Regional Consultant and Audiology
                                        Reports.

      “Business Continuity      means the services to be provided by the CONTRACTOR as
      and Disaster Recovery     specified in Schedule 33.
      Services”:
      “Business Continuity      has the meaning set out in paragraph 2.1 of Schedule 33.
      Plan”:
      “Capitalised Assets”      has the meaning set out in Appendix 1 of Schedule 6.

      “Casual Hire              means those properties or rooms within properties which are from
      Properties”:              time to time used by the CONTRACTOR on an informal basis in
                                connection with the performance of the AUTHORITY’s medical
                                examination functions.

      “Certification of         means the provision of a statement that indicates that an individual is
      Exemption”:               exempt from the Personal Capability Assessment for Incapacity Benefit.
                                The conditions that provide exemption are stated in legislation and the
                                certificate can only be provided by a Decision Maker who may seek the
                                advice of a HCP approved by the AUTHORITY.

      “Change Control Note”     means the form set out in Appendix 2 of Schedule 19.
      or “CCN”
      “Change Control           means the procedure for change as set out in Schedule 19.
      Procedure”:
      “Change Proposal          means the form set out in Appendix 1 of Schedule 19 which is raised by
      Form” or “CPF”            either party to facilitate discussion between the AUTHORITY and the
                                CONTRACTOR concerning a change to the Agreement.

      “Charges”:                means the charges payable hereunder by the AUTHORITY for the
                                Services exclusive of VAT as specified in Schedule 12.

      “Charges Change           means the CONTRACTOR’S request for a change to the Charges
      Request”:                 pursuant to Clause 5.4.



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      “Chief Medical         means the doctor appointed as the senior doctor advising the Secretary of
      Adviser” or “CMA”:     State for Social Security.

      “Claimant(s)”:         means any person claiming or having claimed entitlement to the
                             receipt of benefits or Other Related Advantages from the
                             AUTHORITY or from any other department, office or agency of the
                             Crown.

      “Clearance”:           means the effective and satisfactory achievement of an outcome to
                             a Referral, including a Referral for which the outcome is failure to
                             attend for an examination or an abortive Domiciliary Visit or a
                             Referral which has been returned for Rework. It does not include
                             Rejections by the CONTRACTOR which have been returned to the
                             Customer.

      “Clinically Urgent”:   means a condition that could reasonably be expected to cause
                             harm to an individual, sooner rather than later.

      “Commencement          means the date of this Agreement.
      Date”:
      “Companion”:           means a person who is deemed suitable by way of age and
                             responsibility, to accompany and assist a Claimant when traveling
                             in relation to the Services, when the Claimant, whom because of a
                             physical or mental incapacity, is unable to travel alone.

      “Confidential          means all information designated as such by either party in writing
      Information”:          together with all other information which relates to the business,
                             affairs, products, developments, trade secrets, know-how,
                             personnel, customers and suppliers of either party, medical
                             records or personal data of any Claimant, or information which
                             may reasonably be regarded as the confidential information of the
                             disclosing party.

      “Continuing Medical    means education provided for Approved and Appointed Registered
      Education” or “CME”    Medical Practitioners to maintain their knowledge to enable them
                             to provide medical services to the AUTHORITY.

      “Contracting           has the meaning given to it by Regulation 5(2) of the Public
      Authority”:            Contracts (Works Services and Supply) (Amendment) Regulations
                             2000).

      “CONTRACTOR”           means Atos Origin IT Services UK Limited.

      “CONTRACTOR’s          means the assumptions set out in Appendix 8 of Schedule 12.
      Actuarial
      Assumptions”
      “CONTRACTOR’s          means the CONTRACTORS written proposals for the use of
      Estates                property in delivering the Services, including but not limited to its
      Strategy/Plans”:       plans in relation to rationalisation, relocation and modification of
                             any premises.

      “CONTRACTOR’S          means the CS Scheme and the Sema Scheme.
      Schemes
      “CONTRACTOR            means the software and all accompanying documentation in
      Software”:             respect of which the Intellectual Property Rights are owned by the
                             CONTRACTOR and which is employed by the CONTRACTOR in
                             the provision of Services as listed in Appendix 6 of Schedule 6.

      “CONTRACTOR Third      means the software and all accompanying documentation in which
      Party Software”:       the Intellectual Property Rights are owned by a third party and
                             provided to the AUTHORITY by the CONTRACTOR pursuant to

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                              Clause 4.10 and 4.16 as listed in Appendix 7 of Schedule 6.

      “Core Services”:        means those Site Services provided by the PRIME Contractor in
                              connectio