Outsourcing: DWP Telephone Services

Lord Sikka Excerpts

Tuesday 30th November 2021 Lords Chamber

[Baroness Scott of Bybrook (Con)]

My noble friend is right that we need to look at new technologies. The DWP is always exploring new solutions to support citizens who use our services. The department will be using advice from the National Cyber Security Centre, which published a White Paper in April 2021 on the use of DLT suggesting that further developments are needed. For now, there are alternative technologies that usually provide comparable or better solutions.

[Lord Sikka (Lab)]

My Lords, the Government have handed public services to corporations such as Serco, which has a history of abuses, failures, overcharging and even a fine by the Serious Fraud Office. Will the Minister publish the DWP’s cost-benefit analysis, and related correspondence, for outsourcing its telephone services so that we can all make an assessment of its diligence in dealing with failed providers?

[Baroness Scott of Bybrook (Con)]

My Lords, the Government recognise that some public services are delivered better through private companies than directly through the public sector. A delivery model assessment methodology, as defined in the Cabinet Office Sourcing Playbook, helps to determine whether the public or private sector is the best placed to deliver a public service. Most of those issues will be on GOV.UK.