Outsourcing: DWP Telephone Services

Baroness Blower Excerpts

Tuesday 30th November 2021 Lords Chamber

Asked by

[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.