Casework. (a) Service type This is a service provided to Transport Focus by London TravelWatch (b) Provider contact ▇▇▇▇▇ ▇▇▇▇▇ (c) Client contact ▇▇▇▇▇ ▇▇▇▇▇▇▇▇▇▇ (d) Service objective Provide Transport Focus with complaint and issue handling services such as they relate to passenger contact within the meaning of parts 1, 2 and 7A of section 76 of the Railways Act 1993 (as amended); requests for information made under the Freedom of Information Act 2000; or requests by individuals exercising their rights under the General Data Protection Regulations 2018. (e) Service scope • Ensure that the passenger contact duties as set out in the statutes referred to above are satisfactorily discharged, to whatever extent representations are passed to the third-party Rail Ombudsman (because they are ‘in-scope’ of that Scheme) for effective dispute resolution; • Ensure that passenger issues not passed to the Rail Ombudsman (because they are ‘out-of-scope’ of that Scheme) are addressed promptly and effectively through liaison with the appropriate Transport Focus staff member(s); • Manage FOIA and UK GDPR requests as set out in the Transport Focus Information Risk Handbook • Manage the contract with the customer contact centre under the director level supervision of the Transport Focus Directors • External representation and representation to at relevant industry meetings and forums • Identifying relevant policy issues and trends arising from casework and ensuring that these are considered by colleagues. (f) Client inputs required • Supporting cloud-based IT platform • Compliant privacy policy • Accurately routed web form • Continuing contract with Ventrica (or any contact centre or contact management service / programme contracted by Transport Focus) (g) Reporting Provide reports to the Transport Focus Management Team and Passenger Contact Group quarterly in an agreed format (h) Key performance indicators or other issues / principles in respect of the Service The key performance indicators for this service are as follows: PAS1 Calls to Ventrica are answered within 20 seconds >85% PAS2 Appeals acknowledged within five working days 100% PAS3 Appeals closed within 20 working days >80% PAS4 Appeals closed within 35 working days >95% PAS5 Enquiries closed within 20 working days >95% PAS6 Complaints about Transport Focus <01% Transport Focus will develop a set of quality measures in the first half of 2021/22 to be introduced from Q3 2021/22 for the remainder of the business year. The measures, covering an agreed set of both qualitative and quantitative case handing outcomes between TF and LTW, will be assessed against feedback from passengers gathered by a case handling satisfaction survey. (i) Consideration • Strategic Value
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