Outsourcing: DWP Telephone Services

Lord Davies of Brixton Excerpts

Tuesday 30th November 2021 Lords Chamber

[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.

[Lord Davies of Brixton (Lab)]

The department is addicted to outsourcing. The Government have allocated nigh on £3 billion to the Restart collection scheme for universal credit claimants, to be delivered by private companies under payment by results. Will the Minister tell us how she will ensure that previous mistakes will not be repeated—with financial incentives leading to so called “parking” and cherry picking, and hard-to-help claimants, many of whom were most in need of help, receiving little or no support?