The National Benefit Fraud Hotline is one of 10 service lines delivered by Capita on behalf of DWP as part of the Network Services Directorate Call Off. There are multiple performance requirements within the contract to assure DWP that Capita are delivering a quality value for money service, the key ones being that Capita answer 90% of customer calls offered to them, and that they maintain a quality score of 89% for these calls against key quality criteria. These requirements are consistent with those in in-house DWP contact centres.
Capita are consistently achieving both of the above metrics with calls answered scores as high as 98% and quality scores as high as 97% in recent weeks.
DWP regularly audit the Capita quality team and undertake activities to ensure that scoring is in alignment with that of DWP.