Oral Answers to Questions

Caroline Dinenage Excerpts

Monday 7th July 2014 Commons Chamber

[James Brokenshire]

I am grateful to my hon. Friend for recognising the incredible work being undertaken in passport offices up and down the country to meet this exceptional demand. Clearly we will reflect carefully on a range of issues once we get through this exceptionally busy period to see where further improvements can be made and to ensure that service is improved further in the years ahead.

[Caroline Dinenage (Gosport) (Con)]

I, too, would like to draw attention to the service that my office has received from HMPO, whose staff have been incredibly courteous and helpful in difficult circumstances. It is important that long-term lessons are learnt. Will the Minister assure the House that the review of operating procedures will focus on improving efficiency and ensuring that customer service is at the heart of all HMPO activities in future?

[James Brokenshire]

My hon. Friend makes an important point about focusing on customers and further improving operating procedures. A real focus will be put on that once we have managed this period of excessive demand. Indeed, with regard to forecasting, we are bringing in the Home Office’s scientific lead to examine those projections as well as ensuring that any changes that can be made to improve performance will be made.