Question

To ask the Senior Deputy Speaker whether he intends to obtain feedback from Members of the House who have requested repairs to their parliamentary IT equipment; if so, whether the results of that feedback will be published; and if so, how often.

The Senior Deputy Speaker has asked me, as Chairman of the Services Committee, to respond on his behalf.

Every logged call with the Support Desk results in a “closure” email, inviting the customer to leave feedback about the service received from the Digital Service. During the period 13^th March 2016 to 13^th March 2017, Lords Members raised 4,217 tickets via the Support Desk. Questionnaires were issued to the originator of each closed ticket. Of the 402 questionnaires completed by Lords Members, 85.8% of respondents rated the service a 7 on a scale from 1 to 7, with 7 being the highest score. The total average score from all respondents was 6.79.

Performance statistics are reviewed and discussed on a fortnightly basis at the Digital Service’s Senior Management Team meetings, and annual performance statistics are published in the Digital Service Business Plan available on the intranet.