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.
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.