Blog

  • Sadiq Khan – 2014 Parliamentary Question to the Ministry of Justice

    Sadiq Khan – 2014 Parliamentary Question to the Ministry of Justice

    The below Parliamentary question was asked by Sadiq Khan on 2014-06-13.

    To ask the Secretary of State for Justice, how many agency workers have been employed as cover for uniform operational support staff in each month since January 2014.

    Andrew Selous

    Since April 2010 we have cut our overall spend on temporary staff by £35.5m. We only use temporary staff to fill business-critical posts and essential frontline services where they can provide a fast, flexible and efficient way to obtain necessary skills that are not currently available in-house. We will continue to examine our use of contractors and look for further reductions.

    In responding to each question we have utilised data provided by our contracted supplier of temporary clerical staff and contracted supplier of temporary operational staff. As the data provided has been supplied by two different third parties there is a slight difference in the way that the answer to question 3 and 4 has been presented.

    Temporary operational staff relate to Operational Support Grades (OSGs) used within HM Prison Service. We have contracts in place to provide temporary OSGs to fill in gaps in requirements, for building projects or to fill vacancies short term. Temporary OSGs are a very small proportion of our staff complement.

    Uniform operational support staff are Operational Support Grades (OSGs).These are uniformed staff who undertake a wide range of duties in prisons, for example operating prison gates, working in security and managing stores areas. They also escort contractors and their vehicles.

    1) The following amounts (exclusive of VAT) have been spent on clerical agency staff across –

    January 2014 – £2,983,633.14 (5 week period)

    February 2014 – £2,613,023.10 (4 week period)

    March 2014 – £2,591,678.87 (4 week period)

    April 2014 – £2,900,742.70 (5 week period)

    May 2014 – £2,398,053.57 (4 week period)

    June 2014 – £658,700.28 (1 week period)

    2) The following amounts (exclusive of VAT) have been spent on uniform operational support staff –

    January 2014 – £1,082,247 (5 week period)

    February 2014 – £1,420,329 (4 week period)

    March 2014 – £1,137,834 (4 week period)

    April 2014 – £1,249,908 (4 week period)

    May 2014 – £2,282,468 (5 week period)

    The spend for May 2014 also includes the backdated annual pay rise for eligible workers from 1st April 2014.

    3) The following number of clerical agency staff have been utilised –

    January 2014 – 1571 (Average headcount)

    February 2014 – 1634 (Average headcount)

    March 2014 – 1624 (Average headcount)

    April 2014 – 1578 (Average headcount)

    May 2014 – 1644 (Average headcount)

    June 2014 – 1674 (Average headcount)

    4) The following number of uniform operational support staff have been utilised –

    January 2014 – 697 (Peak worker number)

    February 2014 – 845 (Peak worker number)

    March 2014 – 867 (Peak worker number)

    April 2014 – 853 (Peak worker number)

    May 2014 – 855 (Peak worker number)

    June 2014 – Peak worker number not available yet.

  • Katy Clark – 2014 Parliamentary Question to the Ministry of Justice

    Katy Clark – 2014 Parliamentary Question to the Ministry of Justice

    The below Parliamentary question was asked by Katy Clark on 2014-06-13.

    To ask the Secretary of State for Justice, how many applications were made to the Criminal Injuries Compensation Authority’s Hardship Fund in 2013-14; and what proportion of such applications were successful.

    Damian Green

    The Criminal Injuries Compensation Authority received ten applications under the hardship fund in 2013-14, of which four were successful.

    People who did not meet the fund’s earnings criteria lodged the six remaining applications. The fund is there to support low-paid workers and four of these six people earned too much to be eligible, while the other two lost no income as a result of the injuries they sustained.

  • Cathy Jamieson – 2014 Parliamentary Question to the Home Office

    Cathy Jamieson – 2014 Parliamentary Question to the Home Office

    The below Parliamentary question was asked by Cathy Jamieson on 2014-06-13.

    To ask the Secretary of State for the Home Department, what estimate she has made of the number of passport applications submitted by residents of Kilmarnock and Loudoun constituency in each month since June 2010; and how many such cases were processed within three weeks of receipt.

    James Brokenshire

    This information is not held in an accessible form by Her Majesty’s Passport Office.

    The cost of extracting this data would be disproportionate and so unfortunately
    I cannot provide you with the information you have requested.

  • Cathy Jamieson – 2014 Parliamentary Question to the Home Office

    Cathy Jamieson – 2014 Parliamentary Question to the Home Office

    The below Parliamentary question was asked by Cathy Jamieson on 2014-06-13.

    To ask the Secretary of State for the Home Department, what target she has set for the time in which applicants should receive a call back from the Passport Office when making enquiries about applications.

    James Brokenshire

    Her Majesty’s Passport Office’s current guideline for returning calls is to do so within 48 hours. Her Majesty’s Passport Office gives priority to those with the most immediate travel plans.

  • Cathy Jamieson – 2014 Parliamentary Question to the Home Office

    Cathy Jamieson – 2014 Parliamentary Question to the Home Office

    The below Parliamentary question was asked by Cathy Jamieson on 2014-06-13.

    To ask the Secretary of State for the Home Department, what estimate she has made of the number of applicants who have upgraded to a premium service following contact with the Passport Office in each of the last 12 months for which figures are available.

    James Brokenshire

    The table below shows the number of people who have upgraded from a standard to
    a premium service.

    Month

    Number of upgrades

    January 2014

    6

    February 2014

    17

    Mar 2014

    117

    Apr 2014

    996

    May 2014

    1024

    The specific information required is held in application ‘case notes’ on
    Her Majesty’s Passport Office systems which cannot be mined through database
    queries. Data presented here is an estimate for 2014.

    Information on the number of upgrades prior to January 2014 has not been
    collated centrally.

  • Nadine Dorries – 2014 Parliamentary Question to the Home Office

    Nadine Dorries – 2014 Parliamentary Question to the Home Office

    The below Parliamentary question was asked by Nadine Dorries on 2014-06-13.

    To ask the Secretary of State for the Home Department, what steps her Department took to ensure that TPContact was prepared for the required increase in capacity at its facilities worldwide to deal with the summer rush of visa applications.

    James Brokenshire

    Any failure against the contractual critical service levels may result in
    deductions against their submitted invoices. In the event of continuous and
    unacceptable failures the Department has the ability to terminate the contract.

    The performance of Teleperformance as with all of our contracts is subject to
    close Home Office scrutiny. The governance processes include regular meetings
    at all levels, from local operational teams up to senior official levels, to
    allow in-depth reviews of performance against the service standards set out in
    the contract, and to provide an escalation route to resolve any issues that may
    arise. We also expect suppliers to provide continuous improvement in delivery
    of customer services over the course of the contract, which is also monitored
    through these processes.

    The Department withheld payment of the contractual transitional payment until
    transition was complete in each country where Teleperformance operates. This
    has now been has now been approved for payment in countries where visa
    application centres (VACs) are operational but withheld in locations still to
    be transitioned. Ongoing contractual payments will be subject to the service
    credit process outlined above.

    The data required to judge performance against contractual service standards is
    not yet available. We are not aware of any withdrawn applications linked to
    delays in processing at the identified visa application centres since they took
    over this service. The Home Office is currently collating data on complaints
    for the period since Teleperformance commenced operations and it is not
    available for publication.

    UK Visas & Immigration has worked closely with Teleperformance from the point
    at which contracts were awarded to prepare for live operations, including the
    summer peak. Annual and monthly application volumes and forecast figures for
    2014 were provided to Teleperformance as part of the tender process and local
    discussions have taken place to determine the number of appointment slots
    available. Opening hours have been extended and appointment availability has
    been increased in a number of locations to prepare for the summer period. Where
    VACs are open every day, the availability of appointment slots is continually
    monitored, with further measures being taken if appointments are consistently
    fully booked.

  • Roger Godsiff – 2014 Parliamentary Question to the Home Office

    Roger Godsiff – 2014 Parliamentary Question to the Home Office

    The below Parliamentary question was asked by Roger Godsiff on 2014-06-13.

    To ask the Secretary of State for the Home Department, if she will make it her policy to compensate people who have paid for an upgrade in their passport application as a result of delays in processing their original application.

    James Brokenshire

    Anyone who needs to travel within the next seven days and who has waited longer
    than the standard processing time of three weeks, through no fault of their
    own, will be able to upgrade their application without charge. After their
    application has been through the proper checks, the processing, printing and
    delivery of the new passport will be fast-tracked for free. This policy was
    announced by the Home Secretary to the House of Commons on 12 June and will
    not be applied retrospectively.

    HM Passport Office’s policy on compensation is available at:

    https://www.gov.uk/government/publications/compensation-and-complaints-handling

  • Nadine Dorries – 2014 Parliamentary Question to the Home Office

    Nadine Dorries – 2014 Parliamentary Question to the Home Office

    The below Parliamentary question was asked by Nadine Dorries on 2014-06-13.

    To ask the Secretary of State for the Home Department, what sanctions have been levied by her Department as a result of TPContact failing to achieve and maintain high standards of customer service while providing services for her Department.

    James Brokenshire

    Any failure against the contractual critical service levels may result in
    deductions against their submitted invoices. In the event of continuous and
    unacceptable failures the Department has the ability to terminate the contract.

    The performance of Teleperformance as with all of our contracts is subject to
    close Home Office scrutiny. The governance processes include regular meetings
    at all levels, from local operational teams up to senior official levels, to
    allow in-depth reviews of performance against the service standards set out in
    the contract, and to provide an escalation route to resolve any issues that may
    arise. We also expect suppliers to provide continuous improvement in delivery
    of customer services over the course of the contract, which is also monitored
    through these processes.

    The Department withheld payment of the contractual transitional payment until
    transition was complete in each country where Teleperformance operates. This
    has now been has now been approved for payment in countries where visa
    application centres (VACs) are operational but withheld in locations still to
    be transitioned. Ongoing contractual payments will be subject to the service
    credit process outlined above.

    The data required to judge performance against contractual service standards is
    not yet available. We are not aware of any withdrawn applications linked to
    delays in processing at the identified visa application centres since they took
    over this service. The Home Office is currently collating data on complaints
    for the period since Teleperformance commenced operations and it is not
    available for publication.

    UK Visas & Immigration has worked closely with Teleperformance from the point
    at which contracts were awarded to prepare for live operations, including the
    summer peak. Annual and monthly application volumes and forecast figures for
    2014 were provided to Teleperformance as part of the tender process and local
    discussions have taken place to determine the number of appointment slots
    available. Opening hours have been extended and appointment availability has
    been increased in a number of locations to prepare for the summer period. Where
    VACs are open every day, the availability of appointment slots is continually
    monitored, with further measures being taken if appointments are consistently
    fully booked.

  • Nadine Dorries – 2014 Parliamentary Question to the Home Office

    Nadine Dorries – 2014 Parliamentary Question to the Home Office

    The below Parliamentary question was asked by Nadine Dorries on 2014-06-13.

    To ask the Secretary of State for the Home Department, what steps her Department takes to ensure that TPContact achieves and maintains high standards of customer service.

    James Brokenshire

    Any failure against the contractual critical service levels may result in
    deductions against their submitted invoices. In the event of continuous and
    unacceptable failures the Department has the ability to terminate the contract.

    The performance of Teleperformance as with all of our contracts is subject to
    close Home Office scrutiny. The governance processes include regular meetings
    at all levels, from local operational teams up to senior official levels, to
    allow in-depth reviews of performance against the service standards set out in
    the contract, and to provide an escalation route to resolve any issues that may
    arise. We also expect suppliers to provide continuous improvement in delivery
    of customer services over the course of the contract, which is also monitored
    through these processes.

    The Department withheld payment of the contractual transitional payment until
    transition was complete in each country where Teleperformance operates. This
    has now been has now been approved for payment in countries where visa
    application centres (VACs) are operational but withheld in locations still to
    be transitioned. Ongoing contractual payments will be subject to the service
    credit process outlined above.

    The data required to judge performance against contractual service standards is
    not yet available. We are not aware of any withdrawn applications linked to
    delays in processing at the identified visa application centres since they took
    over this service. The Home Office is currently collating data on complaints
    for the period since Teleperformance commenced operations and it is not
    available for publication.

    UK Visas & Immigration has worked closely with Teleperformance from the point
    at which contracts were awarded to prepare for live operations, including the
    summer peak. Annual and monthly application volumes and forecast figures for
    2014 were provided to Teleperformance as part of the tender process and local
    discussions have taken place to determine the number of appointment slots
    available. Opening hours have been extended and appointment availability has
    been increased in a number of locations to prepare for the summer period. Where
    VACs are open every day, the availability of appointment slots is continually
    monitored, with further measures being taken if appointments are consistently
    fully booked.

  • Nadine Dorries – 2014 Parliamentary Question to the Home Office

    Nadine Dorries – 2014 Parliamentary Question to the Home Office

    The below Parliamentary question was asked by Nadine Dorries on 2014-06-13.

    To ask the Secretary of State for the Home Department, what sanctions are available if TPContact fails to achieve and maintain high standards of customer service while providing services to her Department.

    James Brokenshire

    Any failure against the contractual critical service levels may result in
    deductions against their submitted invoices. In the event of continuous and
    unacceptable failures the Department has the ability to terminate the contract.

    The performance of Teleperformance as with all of our contracts is subject to
    close Home Office scrutiny. The governance processes include regular meetings
    at all levels, from local operational teams up to senior official levels, to
    allow in-depth reviews of performance against the service standards set out in
    the contract, and to provide an escalation route to resolve any issues that may
    arise. We also expect suppliers to provide continuous improvement in delivery
    of customer services over the course of the contract, which is also monitored
    through these processes.

    The Department withheld payment of the contractual transitional payment until
    transition was complete in each country where Teleperformance operates. This
    has now been has now been approved for payment in countries where visa
    application centres (VACs) are operational but withheld in locations still to
    be transitioned. Ongoing contractual payments will be subject to the service
    credit process outlined above.

    The data required to judge performance against contractual service standards is
    not yet available. We are not aware of any withdrawn applications linked to
    delays in processing at the identified visa application centres since they took
    over this service. The Home Office is currently collating data on complaints
    for the period since Teleperformance commenced operations and it is not
    available for publication.

    UK Visas & Immigration has worked closely with Teleperformance from the point
    at which contracts were awarded to prepare for live operations, including the
    summer peak. Annual and monthly application volumes and forecast figures for
    2014 were provided to Teleperformance as part of the tender process and local
    discussions have taken place to determine the number of appointment slots
    available. Opening hours have been extended and appointment availability has
    been increased in a number of locations to prepare for the summer period. Where
    VACs are open every day, the availability of appointment slots is continually
    monitored, with further measures being taken if appointments are consistently
    fully booked.