Totally agree that sort of behaviour is unacceptable, but it is not the norm.
And Capita (and others) need to improve the quality of their assessors reports, but one should not conflate that with the first issue.
btw, it was contractual standards, not quality standards - that was around 10% (still too high).
https://www.nao.org.uk/wp-content/up...ssessments.pdf
Quote:
Report quality does not necessarily affect the bene t decisions made by the Department, and reports can be graded as below standard for errors in spelling and grammar. One provider also raised concerns that there could be inconsistencies
in approach and that it may not be appropriate to compare performance between providers. The Department also uses another measure of quality: the proportion of assessments returned to providers as not t for purpose. On this measure providers have performed well against targets (Figure 5a on pages 22 and 23). The Department and providers have recently developed a new audit approach which aims to improve measurement of quality and support decision-making. One of the providers told us it had already completed IT changes in December 2015 to support new performance management arrangements.
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