Question to the Home Office:

To ask the Secretary of State for the Home Department, what assessment her Department has made of the number of occasions and reasons why Compass has breached its (a) key performance indicators and (b) performance standards in each year since the start of that company's contract.

The performance the three COMPASS service providers is monitored via the Key Performance Indicator (KPI) regime, details of which are set out in their contracts and cover the provision of the whole service. The Home Office has a rigorous contract compliance regime in place to ensure that the required performance standards expected are met.

This includes monthly contract management and quarterly strategic review meetings, as well as regular daily discussions with COMPASS providers’ operational delivery managers about day to day issues. Performance against each key performance indicator (KPI) is measured and may, dependent upon the level of non-conformance, lead to the application of a KPI score. The overall/total score across all KPIs is then used to determine the value of Service Credit (rebate) which should be deducted from the monthly invoice. Over the lifetime of the contracts, the performance of all of the providers against KPI regime has improved.