Justice: Interpreting Services

Lord Marks of Henley-on-Thames Excerpts

Monday 14th January 2013 Lords Chamber

[Lord Ahmad of Wimbledon]

The noble Lord makes important points in relation to immigration and women. In general terms, service volumes are in excess of 72,000 and involve 163 languages. I will write to the noble Lord specifically about immigration matters but it is important to note that complaints for this particular service have also decreased quite significantly, showing the growing competence of Capita. In criminal courts, for example, complaints declined from 9.9% in February to 1.4% in August. In civil and family courts, complaints declined from 5.8% to 0.6% and in tribunals from 17.1% to 5.2%. I am sure your Lordships would agree that booking success rates have increased, costs have come down and complaints are down, and that that is good news.

[Lord Marks of Henley-on-Thames]

My Lords, given the difficulties and unhappiness that there has been with the contract with Capita, what lessons have been learnt for the future about tests for outsourcing professional services of this type before contracts are placed on other occasions?

[Lord Ahmad of Wimbledon]

I thank the noble Lord for his question. I think life is for learning and such matters apply to the granting of contracts. Reference has been made to the Public Accounts Committee and the National Audit Office. As I have alluded, their recommendations are being looked at with a view to improving service. I again assure the House that the Government have taken on board the issues that were raised, and the statistics and the reviews are showing positive progress towards achieving the given targets.