Outsourcing: DWP Telephone Services

Baroness Ritchie of Downpatrick Excerpts

Tuesday 30th November 2021 Lords Chamber

[Baroness Scott of Bybrook (Con)]

My noble friend brings up the very important issue of training. All staff working for outsourced companies get the same training as DWP, and they will continue to get that. If they are looking after particularly vulnerable clients at any time then they will get specialist training. As for mystery shopping, yes we do: the DWP continues all the time to check out those call lines and make sure that they are being regularly performance managed.

[Baroness Ritchie of Downpatrick (Lab)]

My Lords, in challenging the delivery of systems in order to get the proper performance indicators, how many times have penalty clauses been invoked and for what reasons? We all remember the debacle around Concentrix and HMRC several years ago.

[Baroness Scott of Bybrook (Con)]

My Lords, I am not aware of any penalties as such, but if a supplier consistently fails to achieve performance levels then service credits will apply to our most important Civil Service levels. These are designed to be an incentive to deliver services rather than a financial penalty. That is the way that we perform those services.