Windrush Generation: 75th Anniversary
Debate between Baroness Scott of Bybrook and Baroness Blower(11 months ago)
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Baroness Scott of Bybrook (Con)
As I said in a previous answer, we will not be implementing those three recommendations. I probably have not got time to address here how far we have got with the other recommendations, but I will write to the noble Lord once I get that detailed information from the Home Office.
Baroness Blower (Lab)
Does the Minister agree that on the occasion of this anniversary, it would be extremely fitting for His Majesty’s Government to announce that anti-racism should be an explicit part of the national curriculum, to be taught in all our schools in England?
Baroness Scott of Bybrook (Con)
That should be discussed and decided by the Department for Education; but now, when we are celebrating the wonderful part that the Windrush generation has played in our society, is not the time for us to discuss that.
Levelling Up Fund
Debate between Baroness Scott of Bybrook and Baroness Blower(1 year, 2 months ago)
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Baroness Scott of Bybrook (Con)
My Lords, my noble friend is probably correct in that. I would encourage any ports that need better access to make them even better, particularly if they are freeports, to look at the third round of bidding.
Baroness Blower (Lab)
My Lords, given that the Minister at least expressed some interest in the possibility of some kind of reconsideration of the process in response to the question from her noble friend, might it be in her mind to do so before the third round of levelling up?
Baroness Scott of Bybrook (Con)
No, my Lords. Anybody who knows anything about local government funding knows that this has been looked at by many Governments over many years, but we are committed, in the levelling up White Paper, to look at the complexity of this and to try to make it a better system.
Outsourcing: DWP Telephone Services
Debate between Baroness Scott of Bybrook and Baroness Blower
Baroness Blower
To ask Her Majesty’s Government what assessment they have made of the efficacy and efficiency of outsourcing the telephone services provided by the Department for Work and Pensions.
Baroness Scott of Bybrook (Con)
The DWP utilises suppliers to deliver some telephony services for an efficient and effective customer service. Decisions to outsource are subject to value for money assessments and ministerial approval processes for new contracts, alongside Cabinet Office approvals and HMT business case governance. Efficacy and efficiency are further assured through the DWP’s effective contract management on an ongoing basis. The DWP’s contracted suppliers for contact centre services have largely met their key performance indicators during the term of the contracts.
Baroness Blower (Lab)
I thank the Minister for her response. However, the staff union PCS reports that outsourcing has led to excessive call times and to vulnerable claimants often getting questionable advice due to poorly trained private sector staff being unable to navigate the complex system, and that Serco-run services have routinely had to call on support from in-house staff due to Serco’s inability to cope with call volumes. Can the Minister say what performance standards are in the Serco contract, particularly regarding call length, quality of advice and ability to cope with demand?
Baroness Scott of Bybrook (Con)
The time taken to answer calls is checked, and the target is 90%. As I said, those key performance indicators have all more or less been adhered to. There is also a performance indicator to ensure the investment in infrastructure is there, which is very important. DWP has gone in to help contractors where there are issues—in particular, recently, with staffing.