Outsourcing: DWP Telephone Services

Baroness Janke Excerpts

Tuesday 30th November 2021 Lords Chamber

[Baroness Scott of Bybrook (Con)]

My Lords, I do not see that picture within the DWP telephony services that are outsourced. The Government recognise that some public services are better delivered through private companies than directly through the public sector. It is a matter of looking at all services individually and deciding which are the best to outsource.

[Baroness Janke (LD)]

My Lords, what steps have been taken to end the use of 200 premium-rate phonelines, admitted to by the DWP, when these cause those on the lowest incomes to pay up to 55p per minute for help and advice on claims?

[Baroness Scott of Bybrook (Con)]

My Lords, not all DWP telephony lines are outsourced, as we know, but all DWP telephony lines are freephone 0800 numbers.