Question to the Home Office:

To ask the Secretary of State for the Home Department, what monitoring her Department is undertaking in respect of the contract with Teleperformance to handle HM Passport Office enquiries; what assessment she has made of the effectiveness of the delivery of the terms of that contract; and if she will make a statement.

The service provided by Teleperformance is monitored daily to a pre-defined Service Level Agreement.

In light of Teleperformance’s delivery not meeting the required standard earlier this year, they have been responding to a formal rectification plan. The service has significantly improved in response.

Weekly meetings have been held between Her Majesty’s Passport Office and Teleperformance’s CEO, where technical innovation to support the rectification has been discussed and subsequently implemented.