Post by Patrick Torsney on Dec 6, 2010 14:08:01 GMT
Here is a complaint from an organisation that was submitted to the LSC on the 1st December, that has just been sent to me and which you may be interested in. It speaks for itself. As yet, there has been no response from the Relationship Manager:
I am writing to express to you in the strongest terms my complaint about the new Civil Contract, how it is being administered and how information is being passed to suppliers.
As you are aware we did not receive our contract until Friday 12th November which was required to be signed and emailed back by 5pm the same day. We checked the contract meticulously for any changes of which we needed to be aware and took steps to ensure that we were ready for action on 15th November. This included starting up work at the [location] Office where we were unaware that we had been successful in an award of matter types until the contract arrived on the 12th. This has resulted in a substantial amount of work particularly for me but also for other members of staff. However, we were up and ready to roll at 9am on 15th November as required.
In particular I liaised with our software providers at to how the contract was going to be administered and the software’s ability to cope with the new reporting requirements. We paid particular attention to the fact that our contract numbers remained the same for all offices.
I have today received 2 letters from the LSC:
1. Undated but sent via email yesterday. This is from Louise Maxwell at the Newcastle Office. It is a further contract for signature which is required to be returned by 5pm 2nd December [tomorrow].
I have left two messages for Louise or a member of her team to call me and have not received a response. Having already signed a contract I am at a loss as to why we are being required to sign a further copy. The letter states that we will not be able to start our contract on 15th November of we do not act. We have already started as it is now 2nd December!. The contract has been amended so that the account number for [location] and [location] have been changed from [contract no.] to "TBC".
2. A letter from Matthew Shelton, London asking for details of our offices in [location] and [location] as they will need to be allocated schedule numbers so that we can report our matter starts and CMRF separately for each of these offices. I have spoken to the office in London who were of the attitude of that is what we need to do and the numbers will be issued whenever.
I have again contacted our software provider and they have confirmed that despite having been reassured since January that this was not going to be the case it is now filtering through to them that offices are indeed now being asked to provide office details for the issue of separate schedule numbers. For one office this means they will have to run 22 separate systems!
The main concern for me is that such a big change 10 days into the contract will have huge administrative impact and will require a lot of remedial work to rectify as we have already entered onto our database and we as having to delay entering further work as we await the issue of office schedule numbers. This will have a cost implication as when the situation is clarified I will have to utilise additional staff hours to ensure the information is corrected. There is also the additional cost involved in purchasing the further databases needed.
While I understand the position of the LSC may well be that they cannot be held responsible for the software not being able to adapt if these issues had been published several months ago when the questions are being asked as opposed to 10 days into the new contract we would not be face with these issues. From my own perspective I am so worried about getting something wrong that will have financial implications on our organisation it is causing me undue stress.
Will the LSC be offering any form of compensation to providers?