Baroness Fookes
Main Page: Baroness Fookes (Conservative - Life peer)Outsourcing: DWP Telephone Services
Baroness Fookes Excerpts
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.
Baroness Fookes (Con)
My Lords, given the importance of these services to the clients, can my noble friend tell us how often performance is reviewed, and with what result?
Baroness Scott of Bybrook (Con)
Several reviews take place in the course of a contract to assess performance against key performance indicators. Performance is reported and monitored daily and reviewed monthly during formal business unit reviews. These are led by DWP contract management teams. Wider delivery considerations to inform efficiency and effectiveness are reviewed on an annual basis through financial management reviews and quarterly formal reviews.