Question to the Home Office:

To ask Her Majesty's Government what assessment they have made of the failure to pay benefits to asylum seekers due to contractual changes to the ASPEN card payments system; and what steps they will take to ensure that this does not happen again.

The PrePaid Financial Services (PFS) solution is a well-established Mastercard pre-paid card that is used by organisations across the UK as well as abroad and has undergone over 5 months of rigorous testing to integrate with Home Office systems.

Service users were notified of the transition in advance and a significant majority of service users have received their Aspen card and successfully activated it. For those who have done this the service is functioning as expected. The cards are fully working, withdrawals and purchases are being made and the automated IVR activation line is operating well.

Transitions of this nature are complex, and plans to mitigate anticipated issues were, and remain, in place. Cash payments were made available in emergencies. We will continue to work with the remainder of service users to activate their cards and ensure they are supported throughout.

As part of our management of service contracts continuous improvement assessments will be factored in throughout the contract term and implemented accordingly.