Department for Work and Pensions: Telephone Services

(asked on 8th November 2021) - View Source

Question to the Department for Work and Pensions:

What recent assessment she has made of the contractual performance of Serco plc in delivering call-handling services for her Department.


Answered by
Guy Opperman Portrait
Guy Opperman
Parliamentary Under-Secretary (Department for Transport)
This question was answered on 8th November 2021

DWP regularly reviews performance with Serco to ensure they are meeting contractual responsibilities. During the term of the contract Serco have largely met their Key Performance Indicators, though more recently, competitive labour market conditions and subsequent challenges recruiting agents have led to some short-term performance impacts.

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