Source · Select Committees · Public Administration and Constitutional Affairs Committee
Recommendation 7
7
Deferred
Detail steps to improve PHSO scores for information gathering, decision explanation, and communication.
Recommendation
We welcome the PHSO’s actions following our previous recommendation, resulting in reforms to how it conducts its Service Charter survey and differentiating the data depending on the outcome of a complaint’s case. However, we remain concerned that these changes do not address the underlying problems revealed by missing the targets for the three KPIs, and by the persistently low scores related to gathering information, explaining decisions, and making and communicating the final decision to complainants in a timely fashion. The PHSO should set out in its response to this report the steps it is taking to drive continual improvement in its scores in these key areas. (Paragraph 36) Staff management and training
Government Response Summary
The government's response did not address steps to improve KPI scores related to information gathering and decision making. Instead, it focused on staff turnover figures and the review of its hybrid working policy, scheduled for summer 2024.
Government Response
Deferred
HM Government
Deferred
We recognise the importance of retaining our staff, particularly specialist casework staff in whom we have significantly invested with training. For 2022–23, our turnover figures were 12% for permanent staff. This was an unusual year in our reporting, following relatively low levels of attrition during the pandemic (7% in 2020–21). Preliminary data in 2023–24 staff turnover was 9.9% for permanent staff – showing a clear reduction of 2.1% in staff turnover figures that were already lower than comparator organisations in the wider public sector (civil service average is 11.9%3). Our new Flexible Working Model went live on 1 January 2023 after considerable research and communication with staff about hybrid working. This introduced a requirement to attend the office for a minimum of 40% of the working week following a trial period. A further review of hybrid working will take place during the summer of 2024, following the refurbishment of our main office in Manchester. The refurbishment began in February 2024 and is on track to conclude in June 2024. We will complete the review of hybrid working following this and report back to the Committee on next steps.