Guidance

Annex 9.1: Contract Performance Review (CPR)

Published 29 October 2026

Applies to England and Wales

Purpose of the Contract Performance Review (CPR)

• the purpose of the CPR is to formally review the delivery of the Confident Futures Contract

• the CPR provides an opportunity for Department for Work and Pensions (DWP) and the Provider to discuss contract delivery, participant outcomes, quality of service, contractual compliance, operational risks and opportunities for continuous improvement

• as Confident Futures is a test-and-learn programme, the CPR will also be used to review emerging learning, identify effective practice and consider opportunities to improve future delivery

• CPRs will be scheduled following receipt of the Monthly Provider Return (MPR) and any associated Management Information (MI). The frequency of CPRs will be determined by the Performance Management Intervention Regime (PMIR) level and arranged by the DWP Performance Manager (PM)

• the CPR will be chaired by the PM, who may invite representatives from Policy, Commercial, Labour Market Delivery, Compliance, Pathways to Work, Jobcentre Plus and any other relevant stakeholders

Content of the CPR meeting

The CPR will focus on the effective delivery of Confident Futures and, depending on specific issues identified, discussions are likely to cover some or all of the following areas:

• outputs and participant outcomes
• referrals, starts and participant engagement
• future delivery outlook and emerging risks
• review of the Provider Action Plan
• delivery partner performance (where applicable)
• caseload management and staffing levels
• employer and local stakeholder engagement
• collaborative working arrangements
• feedback from Pathways to Work Advisers and Jobcentre Plus
• participant experience
• Compliance Monitoring and Provider Assurance
• PM checks and monitoring activity
• DWP policy updates and programme developments
• learning, innovation and continuous improvement activity
• risks, issues and mitigations

This list is not exhaustive.

Providers must notify their PM promptly of any changes to delivery arrangements, staffing, operating procedures, management information, participant volumes, risks or issues which may impact delivery of the Contract.

Action points outstanding

The PM will review any outstanding action points from previous meetings and record updates where appropriate.

Any new actions arising from the CPR will be assigned to a named individual and agreed with a clear completion date.

Delivery performance and future performance

The primary focus of the CPR is to review delivery against the requirements of the Confident Futures Contract.

The PM will use available information including:

• DWP Management Information
• Monthly Provider Returns
• output submissions
• compliance activity
• Participant feedback
• action plans

Discussions will focus on:

• Participant engagement and progression
• achievement of contractual outputs
• emerging delivery trends
• risks to successful delivery
• areas of best practice
• areas requiring improvement

The PM will challenge and support providers to ensure contractual requirements are achieved and appropriate action is taken where delivery concerns are identified.

Review of Provider Action Plan

Progress against actions agreed at previous CPRs will be reviewed.

The discussion will consider:

• progress made since the last CPR
• completion of agreed actions
• delivery of improvement activities
• emerging issues affecting implementation
• new actions required

Delivery partner performance 

Where delivery partners or subcontractors are utilised, the provider will be expected to explain: 

• their role within the delivery model
• performance against agreed responsibilities
• monitoring and oversight arrangements
• steps being taken to address any identified weaknesses

Caseload management and staffing 

The provider will be expected to maintain staffing levels consistent with its approved delivery model. 

Discussions may include: 

• adviser numbers
• vacancies and recruitment activity
• staff turnover
• capacity to deliver services
• adviser training and development

The provider must provide assurance that Confident Futures Advisers do not hold a dual caseload of Restart and Confident Futures participants. 

Where staffing levels or adviser capacity present a risk to delivery, the provider will be expected to implement corrective action.

Outputs

The CPR will include a review of output performance and delivery, including: 

• progress against contractual output requirements
• forecasted output submissions and expected achievement levels
• output evidence, verification, and assurance requirements
• risks, issues, or barriers that may impact output achievement or payment
• learning points, trends, and opportunities to improve performance

The CPR will provide an opportunity to review the Quarterly Participant Support Summary (QPSS) and discuss any emerging themes, risks, good practice, or areas requiring improvement in participant support and delivery. Discussions may also include progress against actions identified within the Delivery Review Plan and/or findings from the Delivery Review Report, ensuring agreed actions are monitored, outcomes are achieved, and continuous improvement is supported.

Employer and local stakeholder engagement 

The PM will discuss activity undertaken with: 

• employers
• Local Authorities
• training providers
• health support organisations
• local partners
• community organisations
• disability Support Organisations
• other relevant stakeholders 

The discussion will consider how engagement activity supports participant progression and achievement of programme outcomes.

Collaborative working 

Discussion will focus on relationships between the Provider and key delivery partners, including: 

• Pathways to Work advisers
• Jobcentre Plus
• other programme stakeholders

This may include: 

• referral quality
• information sharing
• escalation routes
• resolution of operational issues
• sharing of best practice
• communication effectiveness

Participant experience 

The Provider will share: 

• Participant feedback
• compliments and complaints
• engagement trends
• participant success stories
• lessons learned

Discussion will seek to identify common themes, areas for improvement and opportunities to enhance the participant journey. 

Providers may also be asked to provide: 

• number of complaints received
• number of complaints resolved
• number of complaints outstanding
• key complaint themes

Compliance monitoring and Provider Assurance 

The PM and/or Compliance representative will provide feedback on: 

• compliance checks
• Provider Assurance activity
• monitoring outcomes
• identified risks or concerns

Where necessary, actions will be agreed and recorded within the Provider Action Plan. 

Any assurance findings requiring improvement activity will be monitored through subsequent CPRs.

PM checks and monitoring activity 

The findings from PM monitoring activity, site visits and delivery reviews will be discussed during the CPR. 

Where required, improvement actions will be agreed and monitored through the Provider Action Plan.

DWP Policy updates and programme developments 

This agenda item will ensure all parties are aware of: 

• new policy developments
• changes to contractual requirements
• operational guidance updates
• programme developments
• emerging strategic priorities

Test-and-Learn Review 

As Confident Futures is a test-and-learn programme, each CPR should include discussion of: 

• emerging themes and insights
• innovations introduced by the provider
• good practice identified
• challenges encountered
• Participant feedback
• recommendations for future programme development