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657004

	human indexable
	published
	registered interest
	answer date	15/12/2016
	date	12/12/2016
	date tabled	12/12/2016
	ddp created	12/12/2016 23:30:47
	answering body	Cabinet Office
	question status	Tabled
	answering dept id	53
	answering dept short name	Cabinet Office
	answering dept sort name	Cabinet Office
	ddp modified	13/12/2016 23:45:21 16/12/2016 13:06:03
	hansard heading	Electronic Government: Proof of Identity
	house id	1
	identifier	57168
	legislature	25259
	parliament number	56
	question first answered	15/12/2016 17:28:31
	question first ministerially corrected	16/12/2016 12:34:59
	question text	To ask the Minister for the Cabinet Office, pursuant to the Answer of 8 December 2016 to Question 56146, how many people registering their identity have used the service to (a) report a medical condition that affects their driving, (b) renew a short-term medical driving licence, (c) check their income tax for the current year, (d) get a state pension statement, (e) sign into their personal tax account, (f) view or share driving licence information, (g) apply for universal credit, (h) claim for redundancy and monies owed, (i) file a self assessment tax return, (j) update rural payment details, (k) assist friends or family with their tax and (l) check or update company car tax details.
	session	2016/17
	session number	2
	tabling member constituency	Sheffield, Heeley
	tabling member printed	Louise Haigh
	title	House of Commons Tabled Parliamentary Question 2016/17 57168
	type	WrittenParliamentaryQuestion
	uin	57168
	version	2
	written parliamentary question type	NamedDay
	answer	answer answer text <p>The number of new verified identity accounts used to register and access the following government services since <a href="http://gov.uk/" target="_blank">GOV.UK</a> Verify went into public beta on the 14th October <del class="ministerial">2016,</del> <ins class="ministerial">2014,</ins> is as follows:</p><table><tbody><tr><td><p><strong>Government service</strong></p></td><td><p><strong>New verified accounts used to register and access a service (LOA2)</strong></p></td><td><p><strong>New basic accounts used to register and access a service (LOA1)</strong></p></td></tr><tr><td><p>Claim for redundancy and monies owed</p></td><td><p>42,875</p></td></tr><tr><td><p>Update rural payment details</p></td><td><p>13,754</p></td></tr><tr><td><p>View or share driving licence information</p></td><td><p>24,482</p></td></tr><tr><td><p>Apply for universal credit</p></td><td><p>29,307</p></td></tr><tr><td><p>Check or update company car tax details</p></td><td><p>49,088</p></td></tr><tr><td><p>Assist friends or family with their tax</p></td><td><p>1,929</p></td></tr><tr><td><p>Sign into their personal tax account</p></td><td><p>43,539</p></td></tr><tr><td><p>File a self assessment tax return</p></td><td><p>234,904</p></td></tr><tr><td><p>Check their income tax for the current year</p></td><td><p>24,961</p></td></tr><tr><td><p>Get a state pension statement</p></td><td><p>62,587</p></td></tr><tr><td><p>Report a medical condition that affects their driving</p></td><td><p>979</p></td></tr><tr><td><p>Renew a short-term medical driving licence</p></td><td><p>545</p></td></tr></tbody></table><p> </p><p> </p>
	creator	4473 label Biography information for Louise Haigh
	publisher	25259
	tabling member	4473 label Biography information for Louise Haigh

523596

	human indexable
	published
	registered interest
	answer date	13/06/2016
	date	07/06/2016
	date tabled	07/06/2016
	ddp created	07/06/2016 22:18:32
	answering body	Ministry of Justice
	question status	Tabled
	answering dept id	54
	answering dept short name	Justice
	answering dept sort name	Justice
	ddp modified	13/06/2016 10:25:13 05/10/2016 10:34:05
	hansard heading	Birmingham Prison
	house id	1
	identifier	39844
	legislature	25259
	parliament number	56
	question first answered	30/09/2016 09:17:39
	question first ministerially corrected	05/10/2016 10:02:36
	question text	To ask the Secretary of State for Justice, how much was levied in respect of financial remedies in each key performance indicator designated in respect of the contractual agreement between his Department and G4S Care and Justice Services (UK) Limited at HM Prison Birmingham in each year since 2011.
	session	2016/17
	session number	2
	tabling member constituency	Sheffield, Heeley
	tabling member printed	Louise Haigh
	title	House of Commons Tabled Parliamentary Question 2016/17 39844
	type	WrittenParliamentaryQuestion
	uin	39844
	version	1
	written parliamentary question type	NamedDay
	answer	answer answer text <p>Well-run prisons are fundamental to the proper functioning of our justice system, and a vital part of our reform plans. Private providers play an important role in the prison estate. Performance of all providers is closely monitored and we will not hesitate to take action where standards fall short.</p><p> </p><p>All private prisons are managed by a full-time, on-site controller. Where a provider fails to meet the expected level of performance, financial remedies can be applied. This ensures that providers are incentivised to properly support the rehabilitation of offenders through a safe, decent and secure regime.</p><p> </p><p>The attached table provides a breakdown of financial remedies applied for both HMP Birmingham and HMP Oakwood (HMP Featherstone II was the working name during construction of HMP Oakwood).</p><p> </p><p>No financial remedies were applied at either prison in 2011/12. Operation of HMP Birmingham transferred from HM Prison Service to G4S Justice Services in October 2011. HMP Oakwood opened in April 2012.</p> attachment 1 file name 39844 & 39594 Birmingham & Oakwood Finanical Remedies.xlsx
	creator	4473 label Biography information for Louise Haigh
	publisher	25259
	tabling member	4473 label Biography information for Louise Haigh

523610

	human indexable
	published
	registered interest
	answer date	13/06/2016
	date	07/06/2016
	date tabled	07/06/2016
	ddp created	07/06/2016 22:18:51
	answering body	Ministry of Justice
	question status	Tabled
	answering dept id	54
	answering dept short name	Justice
	answering dept sort name	Justice
	ddp modified	13/06/2016 10:22:26 05/10/2016 10:34:04
	hansard heading	Featherstone Prison
	house id	1
	identifier	39594
	legislature	25259
	parliament number	56
	question first answered	30/09/2016 09:17:40
	question first ministerially corrected	05/10/2016 10:02:47
	question text	To ask the Secretary of State for Justice, how much has been levied in financial remedies relating to each key performance indicator in the contractual agreement between his Department and HM Prison Featherstone II in each year since 2011.
	session	2016/17
	session number	2
	tabling member constituency	Sheffield, Heeley
	tabling member printed	Louise Haigh
	title	House of Commons Tabled Parliamentary Question 2016/17 39594
	type	WrittenParliamentaryQuestion
	uin	39594
	version	1
	written parliamentary question type	NamedDay
	answer	answer answer text <p>Well-run prisons are fundamental to the proper functioning of our justice system, and a vital part of our reform plans. Private providers play an important role in the prison estate. Performance of all providers is closely monitored and we will not hesitate to take action where standards fall short.</p><p> </p><p>All private prisons are managed by a full-time, on-site controller. Where a provider fails to meet the expected level of performance, financial remedies can be applied. This ensures that providers are incentivised to properly support the rehabilitation of offenders through a safe, decent and secure regime.</p><p> </p><p>The attached table provides a breakdown of financial remedies applied for both HMP Birmingham and HMP Oakwood (HMP Featherstone II was the working name during construction of HMP Oakwood).</p><p> </p><p>No financial remedies were applied at either prison in 2011/12. Operation of HMP Birmingham transferred from HM Prison Service to G4S Justice Services in October 2011. HMP Oakwood opened in April 2012.</p> attachment 1 file name 39844 & 39594 Birmingham & Oakwood Finanical Remedies.xlsx
	creator	4473 label Biography information for Louise Haigh
	publisher	25259
	tabling member	4473 label Biography information for Louise Haigh

573995

	human indexable
	published
	registered interest
	answer date	06/09/2016
	date	02/09/2016
	date tabled	02/09/2016
	ddp created	02/09/2016 18:10:23
	answering body	HM Treasury
	question status	Tabled
	answering dept id	14
	answering dept short name	Treasury
	answering dept sort name	CaTreasury
	ddp modified	02/09/2016 18:19:09 02/12/2016 12:04:05
	hansard heading	Concentrix: Standards
	house id	1
	identifier	44834
	legislature	25259
	parliament number	56
	question first answered	12/09/2016 16:34:43
	question first ministerially corrected	02/12/2016 11:32:10
	question text	To ask Mr Chancellor of the Exchequer, what estimate he has made of the number of current tax credit cases that are not being dealt with within the target timescale agreed with Concentrix.
	session	2016/17
	session number	2
	tabling member constituency	Sheffield, Heeley
	tabling member printed	Louise Haigh
	title	House of Commons Tabled Parliamentary Question 2016/17 44834
	type	WrittenParliamentaryQuestion
	uin	44834
	version	1
	written parliamentary question type	Ordinary
	answer	answer answer text <p>HM Revenue and Customs (HMRC) and SYNNEX-Concentrix have arrangements for regular and frequent communications including weekly and monthly meetings as well as other discussions on a day-to-day basis.</p><p> </p><p>Since the beginning of the contract between SYNNEX-Concentrix and HMRC in November 2014 to 11 September 2016, SYNNEX-Concentrix have considered around 667,000 cases of which around 103,000 cases have been amended</p><p> </p><p>The total savings in Annually Managed Expenditure were £2.3 million in 2014-15, £122.3 million in 2015-16 and £159.5 million in 2016-17 to mid- August 2016. The total to date is £284.1 million since commencement of the contract in November 14.</p><p> </p><p>SYNNEX-Concentrix has achieved the 75 day service level agreement throughout the contract period to date.</p><p> </p><p>Since the contract variation in October 2015 to the end of August 2016, there have been a) 13 Amber Green Failures, b) 9 Amber failures, c) 10 red failures and d) 13 Black Failures of Key Performance Indicators. During this same period there have been 1,410 checks of these indicators.</p><p> </p><p>Since the start of the contract, the average waiting time for SYNNEX-Concentrix to answer telephone calls has been 6 minutes and 53 seconds and the maximum waiting time for one individual was 1 hour 5 minutes and 34 seconds.</p><p> </p><p>Since the contract commenced in November 2014 to mid-August 2016, the average length of time taken between SYNNEX-Concentrix starting to work a mandatory reconsideration and SYNNEX-Concentrix making a decision is 23 days.</p><p> </p><p>These cases are not generally erroneous, but tend to arise when further information is provided by the claimant, allowing SYNNEX-Concentrix to review the case after the initial decision has been made.</p><p>There are currently no tax credit Mandatory Reconsiderations being worked by SYNNEX-Concentrix that are over the target timescale. The table below provides the number of mandatory reconsiderations and appeals that have been received in each financial year since the commencement of the contract.</p><p> </p><table><tbody><tr><td><p><strong>Appeals</strong></p></td><td><p><strong>Number Received</strong></p></td></tr><tr><td><p>2014/15</p></td><td><p><del class="ministerial">0</del><ins class="ministerial">3</ins></p></td></tr><tr><td><p>2015/16</p></td><td><p><del class="ministerial">365</del><ins class="ministerial">383</ins></p></td></tr><tr><td><p>2016/17 to <del class="ministerial">mid-</del><ins class="ministerial">31</ins>August 16</p></td><td><p><del class="ministerial">167</del><ins class="ministerial">169</ins></p></td></tr><tr><td><p><strong>Mandatory Reconsiderations</strong></p></td><td><p><strong>Number Received</strong></p></td></tr><tr><td><p>2014/15</p></td><td><p><del class="ministerial">436</del><ins class="ministerial">76</ins></p></td></tr><tr><td><p>2015/16</p></td><td><p><del class="ministerial">2042</del><ins class="ministerial">7904</ins></p></td></tr><tr><td><p>2016/17 to <del class="ministerial">mid-</del><ins class="ministerial">31</ins>August 16</p></td><td><p><del class="ministerial">7989</del><ins class="ministerial">3495</ins></p></td></tr></tbody></table><p> </p><p>The total number of appeals received is about 0.08% of all decisions SYNNEX-Concentrix made in the same period. The total number of Mandatory Reconsiderations received is about 1.6% of all decisions SYNNEX-Concentrix made.</p><p> </p><p>Tax credits claimants are asked to provide information within 30 days when undergoing checks for error and fraud.</p><p> </p><p>The information about the estimate of the number of recipients of child tax credit and working tax credit whose payments have been erroneously stopped in each year from 2010 to date is not available in the form requested.</p><p> </p><p>However, if a claimant believes that an incorrect decision<del class="ministerial">s</del> has been made, they are able to request a review (now known as a Mandatory Reconsideration). If a claimant believes the review decision to be wrong, they may appeal to an independent tribunal. During reviews or at appeal, additional information is often provided that could have supported the original claim, had it been made available earlier in the process. The proportion of reviews and appeals that result in the original decision being changed remains small in proportion to the total number of cases processed.</p><p> </p><p>Tax credits are often reinstated when information to support the claim is provided after the initial decision has been taken. Since November 2014 to mid-August 2016 the Contractor has amended 6,755 decisions following the receipt of a mandatory reconsideration. Since the start of the contract to mid-August 2016 the Authority has amended 280 decisions following consideration of customer appeals from a total of around 660,000 cases where SYNNEX-Concentrix has completed its checks.</p><p> </p><p>HMRC does not hold information on how many of these were reinstated following a cancellation and how many were adjusted following an amendment to an award.</p><p> </p><p>For reasons of commercial sensitivity, HMRC does not disclose its intent around either Clauses B5 or E6 of the contract. For similar reasons, HMRC does not publish the reports completed at the end of each Measurement Period at this time nor disclose the number and value of fines and penalties incurred by SYNNEX-Concentrix under its contract with HMRC.</p><p> </p>
	creator	4473 label Biography information for Louise Haigh
	publisher	25259
	tabling member	4473 label Biography information for Louise Haigh

573996

	human indexable
	published
	registered interest
	answer date	06/09/2016
	date	02/09/2016
	date tabled	02/09/2016
	ddp created	02/09/2016 18:10:24
	answering body	HM Treasury
	question status	Tabled
	answering dept id	14
	answering dept short name	Treasury
	answering dept sort name	CaTreasury
	ddp modified	02/09/2016 18:19:10 02/12/2016 12:03:05
	hansard heading	Concentrix: Telephone Services
	house id	1
	identifier	44829
	legislature	25259
	parliament number	56
	question first answered	12/09/2016 16:34:45
	question first ministerially corrected	02/12/2016 11:31:05
	question text	To ask Mr Chancellor of the Exchequer, what the (a) average and (b) maximum waiting time for telephone calls to be answered by Concentrix has been since the start of his Department's contract with that company.
	session	2016/17
	session number	2
	tabling member constituency	Sheffield, Heeley
	tabling member printed	Louise Haigh
	title	House of Commons Tabled Parliamentary Question 2016/17 44829
	type	WrittenParliamentaryQuestion
	uin	44829
	version	1
	written parliamentary question type	Ordinary
	answer	answer answer text <p>HM Revenue and Customs (HMRC) and SYNNEX-Concentrix have arrangements for regular and frequent communications including weekly and monthly meetings as well as other discussions on a day-to-day basis.</p><p> </p><p>Since the beginning of the contract between SYNNEX-Concentrix and HMRC in November 2014 to 11 September 2016, SYNNEX-Concentrix have considered around 667,000 cases of which around 103,000 cases have been amended</p><p> </p><p>The total savings in Annually Managed Expenditure were £2.3 million in 2014-15, £122.3 million in 2015-16 and £159.5 million in 2016-17 to mid- August 2016. The total to date is £284.1 million since commencement of the contract in November 14.</p><p> </p><p>SYNNEX-Concentrix has achieved the 75 day service level agreement throughout the contract period to date.</p><p> </p><p>Since the contract variation in October 2015 to the end of August 2016, there have been a) 13 Amber Green Failures, b) 9 Amber failures, c) 10 red failures and d) 13 Black Failures of Key Performance Indicators. During this same period there have been 1,410 checks of these indicators.</p><p> </p><p>Since the start of the contract, the average waiting time for SYNNEX-Concentrix to answer telephone calls has been 6 minutes and 53 seconds and the maximum waiting time for one individual was 1 hour 5 minutes and 34 seconds.</p><p> </p><p>Since the contract commenced in November 2014 to mid-August 2016, the average length of time taken between SYNNEX-Concentrix starting to work a mandatory reconsideration and SYNNEX-Concentrix making a decision is 23 days.</p><p> </p><p>These cases are not generally erroneous, but tend to arise when further information is provided by the claimant, allowing SYNNEX-Concentrix to review the case after the initial decision has been made.</p><p>There are currently no tax credit Mandatory Reconsiderations being worked by SYNNEX-Concentrix that are over the target timescale. The table below provides the number of mandatory reconsiderations and appeals that have been received in each financial year since the commencement of the contract.</p><p> </p><table><tbody><tr><td><p><strong>Appeals</strong></p></td><td><p><strong>Number Received</strong></p></td></tr><tr><td><p>2014/15</p></td><td><p><del class="ministerial">0</del><ins class="ministerial">3</ins></p></td></tr><tr><td><p>2015/16</p></td><td><p><del class="ministerial">365</del><ins class="ministerial">383</ins></p></td></tr><tr><td><p>2016/17 to <del class="ministerial">mid-</del><ins class="ministerial">31</ins>August 16</p></td><td><p><del class="ministerial">167</del><ins class="ministerial">169</ins></p></td></tr><tr><td><p><strong>Mandatory Reconsiderations</strong></p></td><td><p><strong>Number Received</strong></p></td></tr><tr><td><p>2014/15</p></td><td><p><del class="ministerial">436</del><ins class="ministerial">76</ins></p></td></tr><tr><td><p>2015/16</p></td><td><p><del class="ministerial">2042</del><ins class="ministerial">7904</ins></p></td></tr><tr><td><p>2016/17 to <del class="ministerial">mid-</del><ins class="ministerial">31</ins>August 16</p></td><td><p><del class="ministerial">7989</del><ins class="ministerial">3495</ins></p></td></tr></tbody></table><p> </p><p>The total number of appeals received is about 0.08% of all decisions SYNNEX-Concentrix made in the same period. The total number of Mandatory Reconsiderations received is about 1.6% of all decisions SYNNEX-Concentrix made.</p><p> </p><p>Tax credits claimants are asked to provide information within 30 days when undergoing checks for error and fraud.</p><p> </p><p>The information about the estimate of the number of recipients of child tax credit and working tax credit whose payments have been erroneously stopped in each year from 2010 to date is not available in the form requested.</p><p> </p><p>However, if a claimant believes that an incorrect decision<del class="ministerial">s</del> has been made, they are able to request a review (now known as a Mandatory Reconsideration). If a claimant believes the review decision to be wrong, they may appeal to an independent tribunal. During reviews or at appeal, additional information is often provided that could have supported the original claim, had it been made available earlier in the process. The proportion of reviews and appeals that result in the original decision being changed remains small in proportion to the total number of cases processed.</p><p> </p><p>Tax credits are often reinstated when information to support the claim is provided after the initial decision has been taken. Since November 2014 to mid-August 2016 the Contractor has amended 6,755 decisions following the receipt of a mandatory reconsideration. Since the start of the contract to mid-August 2016 the Authority has amended 280 decisions following consideration of customer appeals from a total of around 660,000 cases where SYNNEX-Concentrix has completed its checks.</p><p> </p><p>HMRC does not hold information on how many of these were reinstated following a cancellation and how many were adjusted following an amendment to an award.</p><p> </p><p>For reasons of commercial sensitivity, HMRC does not disclose its intent around either Clauses B5 or E6 of the contract. For similar reasons, HMRC does not publish the reports completed at the end of each Measurement Period at this time nor disclose the number and value of fines and penalties incurred by SYNNEX-Concentrix under its contract with HMRC.</p><p> </p>
	creator	4473 label Biography information for Louise Haigh
	publisher	25259
	tabling member	4473 label Biography information for Louise Haigh

573997

	human indexable
	published
	registered interest
	answer date	06/09/2016
	date	02/09/2016
	date tabled	02/09/2016
	ddp created	02/09/2016 18:10:28
	answering body	HM Treasury
	question status	Tabled
	answering dept id	14
	answering dept short name	Treasury
	answering dept sort name	CaTreasury
	ddp modified	02/09/2016 18:19:11 02/12/2016 12:03:04
	hansard heading	Concentrix
	house id	1
	identifier	44830
	legislature	25259
	parliament number	56
	question first answered	12/09/2016 16:34:45
	question first ministerially corrected	02/12/2016 11:31:21
	question text	To ask Mr Chancellor of the Exchequer, whether he plans to exercise Clause B5 of his Department's contract with Concentrix and extend the length of that contract beyond its current expiry date.
	session	2016/17
	session number	2
	tabling member constituency	Sheffield, Heeley
	tabling member printed	Louise Haigh
	title	House of Commons Tabled Parliamentary Question 2016/17 44830
	type	WrittenParliamentaryQuestion
	uin	44830
	version	1
	written parliamentary question type	Ordinary
	answer	answer answer text <p>HM Revenue and Customs (HMRC) and SYNNEX-Concentrix have arrangements for regular and frequent communications including weekly and monthly meetings as well as other discussions on a day-to-day basis.</p><p> </p><p>Since the beginning of the contract between SYNNEX-Concentrix and HMRC in November 2014 to 11 September 2016, SYNNEX-Concentrix have considered around 667,000 cases of which around 103,000 cases have been amended</p><p> </p><p>The total savings in Annually Managed Expenditure were £2.3 million in 2014-15, £122.3 million in 2015-16 and £159.5 million in 2016-17 to mid- August 2016. The total to date is £284.1 million since commencement of the contract in November 14.</p><p> </p><p>SYNNEX-Concentrix has achieved the 75 day service level agreement throughout the contract period to date.</p><p> </p><p>Since the contract variation in October 2015 to the end of August 2016, there have been a) 13 Amber Green Failures, b) 9 Amber failures, c) 10 red failures and d) 13 Black Failures of Key Performance Indicators. During this same period there have been 1,410 checks of these indicators.</p><p> </p><p>Since the start of the contract, the average waiting time for SYNNEX-Concentrix to answer telephone calls has been 6 minutes and 53 seconds and the maximum waiting time for one individual was 1 hour 5 minutes and 34 seconds.</p><p> </p><p>Since the contract commenced in November 2014 to mid-August 2016, the average length of time taken between SYNNEX-Concentrix starting to work a mandatory reconsideration and SYNNEX-Concentrix making a decision is 23 days.</p><p> </p><p>These cases are not generally erroneous, but tend to arise when further information is provided by the claimant, allowing SYNNEX-Concentrix to review the case after the initial decision has been made.</p><p>There are currently no tax credit Mandatory Reconsiderations being worked by SYNNEX-Concentrix that are over the target timescale. The table below provides the number of mandatory reconsiderations and appeals that have been received in each financial year since the commencement of the contract.</p><p> </p><table><tbody><tr><td><p><strong>Appeals</strong></p></td><td><p><strong>Number Received</strong></p></td></tr><tr><td><p>2014/15</p></td><td><p><del class="ministerial">0</del><ins class="ministerial">3</ins></p></td></tr><tr><td><p>2015/16</p></td><td><p><del class="ministerial">365</del><ins class="ministerial">383</ins></p></td></tr><tr><td><p>2016/17 to <del class="ministerial">mid-</del><ins class="ministerial">31</ins>August 16</p></td><td><p><del class="ministerial">167</del><ins class="ministerial">169</ins></p></td></tr><tr><td><p><strong>Mandatory Reconsiderations</strong></p></td><td><p><strong>Number Received</strong></p></td></tr><tr><td><p>2014/15</p></td><td><p><del class="ministerial">436</del><ins class="ministerial">76</ins></p></td></tr><tr><td><p>2015/16</p></td><td><p><del class="ministerial">2042</del><ins class="ministerial">7904</ins></p></td></tr><tr><td><p>2016/17 to <del class="ministerial">mid-</del><ins class="ministerial">31</ins>August 16</p></td><td><p><del class="ministerial">7989</del><ins class="ministerial">3495</ins></p></td></tr></tbody></table><p> </p><p>The total number of appeals received is about 0.08% of all decisions SYNNEX-Concentrix made in the same period. The total number of Mandatory Reconsiderations received is about 1.6% of all decisions SYNNEX-Concentrix made.</p><p> </p><p>Tax credits claimants are asked to provide information within 30 days when undergoing checks for error and fraud.</p><p> </p><p>The information about the estimate of the number of recipients of child tax credit and working tax credit whose payments have been erroneously stopped in each year from 2010 to date is not available in the form requested.</p><p> </p><p>However, if a claimant believes that an incorrect decision<del class="ministerial">s</del> has been made, they are able to request a review (now known as a Mandatory Reconsideration). If a claimant believes the review decision to be wrong, they may appeal to an independent tribunal. During reviews or at appeal, additional information is often provided that could have supported the original claim, had it been made available earlier in the process. The proportion of reviews and appeals that result in the original decision being changed remains small in proportion to the total number of cases processed.</p><p> </p><p>Tax credits are often reinstated when information to support the claim is provided after the initial decision has been taken. Since November 2014 to mid-August 2016 the Contractor has amended 6,755 decisions following the receipt of a mandatory reconsideration. Since the start of the contract to mid-August 2016 the Authority has amended 280 decisions following consideration of customer appeals from a total of around 660,000 cases where SYNNEX-Concentrix has completed its checks.</p><p> </p><p>HMRC does not hold information on how many of these were reinstated following a cancellation and how many were adjusted following an amendment to an award.</p><p> </p><p>For reasons of commercial sensitivity, HMRC does not disclose its intent around either Clauses B5 or E6 of the contract. For similar reasons, HMRC does not publish the reports completed at the end of each Measurement Period at this time nor disclose the number and value of fines and penalties incurred by SYNNEX-Concentrix under its contract with HMRC.</p><p> </p>
	creator	4473 label Biography information for Louise Haigh
	publisher	25259
	tabling member	4473 label Biography information for Louise Haigh

573998

	human indexable
	published
	registered interest
	answer date	06/09/2016
	date	02/09/2016
	date tabled	02/09/2016
	ddp created	02/09/2016 18:10:29
	answering body	HM Treasury
	question status	Tabled
	answering dept id	14
	answering dept short name	Treasury
	answering dept sort name	CaTreasury
	ddp modified	02/09/2016 18:19:12 02/12/2016 12:00:04
	hansard heading	Concentrix
	house id	1
	identifier	44815
	legislature	25259
	parliament number	56
	question first answered	12/09/2016 16:34:44
	question first ministerially corrected	02/12/2016 11:28:51
	question text	To ask Mr Chancellor of the Exchequer, with reference to the HM Revenue and Customs Benefits and Credits, Errors and Fraud Adding Capacity 444 contract between SYNNEX-Concentrix UK Limited and HM Revenue and Customs, how many mandatory appeals have been received from recipients relating to decisions by the contractor in each financial year since the commencement of that contract.
	session	2016/17
	session number	2
	tabling member constituency	Sheffield, Heeley
	tabling member printed	Louise Haigh
	title	House of Commons Tabled Parliamentary Question 2016/17 44815
	type	WrittenParliamentaryQuestion
	uin	44815
	version	1
	written parliamentary question type	Ordinary
	answer	answer answer text <p>HM Revenue and Customs (HMRC) and SYNNEX-Concentrix have arrangements for regular and frequent communications including weekly and monthly meetings as well as other discussions on a day-to-day basis.</p><p> </p><p>Since the beginning of the contract between SYNNEX-Concentrix and HMRC in November 2014 to 11 September 2016, SYNNEX-Concentrix have considered around 667,000 cases of which around 103,000 cases have been amended</p><p> </p><p>The total savings in Annually Managed Expenditure were £2.3 million in 2014-15, £122.3 million in 2015-16 and £159.5 million in 2016-17 to mid- August 2016. The total to date is £284.1 million since commencement of the contract in November 14.</p><p> </p><p>SYNNEX-Concentrix has achieved the 75 day service level agreement throughout the contract period to date.</p><p> </p><p>Since the contract variation in October 2015 to the end of August 2016, there have been a) 13 Amber Green Failures, b) 9 Amber failures, c) 10 red failures and d) 13 Black Failures of Key Performance Indicators. During this same period there have been 1,410 checks of these indicators.</p><p> </p><p>Since the start of the contract, the average waiting time for SYNNEX-Concentrix to answer telephone calls has been 6 minutes and 53 seconds and the maximum waiting time for one individual was 1 hour 5 minutes and 34 seconds.</p><p> </p><p>Since the contract commenced in November 2014 to mid-August 2016, the average length of time taken between SYNNEX-Concentrix starting to work a mandatory reconsideration and SYNNEX-Concentrix making a decision is 23 days.</p><p> </p><p>These cases are not generally erroneous, but tend to arise when further information is provided by the claimant, allowing SYNNEX-Concentrix to review the case after the initial decision has been made.</p><p>There are currently no tax credit Mandatory Reconsiderations being worked by SYNNEX-Concentrix that are over the target timescale. The table below provides the number of mandatory reconsiderations and appeals that have been received in each financial year since the commencement of the contract.</p><p> </p><table><tbody><tr><td><p><strong>Appeals</strong></p></td><td><p><strong>Number Received</strong></p></td></tr><tr><td><p>2014/15</p></td><td><p><del class="ministerial">0</del><ins class="ministerial">3</ins></p></td></tr><tr><td><p>2015/16</p></td><td><p><del class="ministerial">365</del><ins class="ministerial">383</ins></p></td></tr><tr><td><p>2016/17 to <del class="ministerial">mid-</del><ins class="ministerial">31</ins>August 16</p></td><td><p><del class="ministerial">167</del><ins class="ministerial">169</ins></p></td></tr><tr><td><p><strong>Mandatory Reconsiderations</strong></p></td><td><p><strong>Number Received</strong></p></td></tr><tr><td><p>2014/15</p></td><td><p><del class="ministerial">436</del><ins class="ministerial">76</ins></p></td></tr><tr><td><p>2015/16</p></td><td><p><del class="ministerial">2042</del><ins class="ministerial">7904</ins></p></td></tr><tr><td><p>2016/17 to <del class="ministerial">mid-</del><ins class="ministerial">31</ins>August 16</p></td><td><p><del class="ministerial">7989</del><ins class="ministerial">3495</ins></p></td></tr></tbody></table><p> </p><p>The total number of appeals received is about 0.08% of all decisions SYNNEX-Concentrix made in the same period. The total number of Mandatory Reconsiderations received is about 1.6% of all decisions SYNNEX-Concentrix made.</p><p> </p><p>Tax credits claimants are asked to provide information within 30 days when undergoing checks for error and fraud.</p><p> </p><p>The information about the estimate of the number of recipients of child tax credit and working tax credit whose payments have been erroneously stopped in each year from 2010 to date is not available in the form requested.</p><p> </p><p>However, if a claimant believes that an incorrect decision<del class="ministerial">s</del> has been made, they are able to request a review (now known as a Mandatory Reconsideration). If a claimant believes the review decision to be wrong, they may appeal to an independent tribunal. During reviews or at appeal, additional information is often provided that could have supported the original claim, had it been made available earlier in the process. The proportion of reviews and appeals that result in the original decision being changed remains small in proportion to the total number of cases processed.</p><p> </p><p>Tax credits are often reinstated when information to support the claim is provided after the initial decision has been taken. Since November 2014 to mid-August 2016 the Contractor has amended 6,755 decisions following the receipt of a mandatory reconsideration. Since the start of the contract to mid-August 2016 the Authority has amended 280 decisions following consideration of customer appeals from a total of around 660,000 cases where SYNNEX-Concentrix has completed its checks.</p><p> </p><p>HMRC does not hold information on how many of these were reinstated following a cancellation and how many were adjusted following an amendment to an award.</p><p> </p><p>For reasons of commercial sensitivity, HMRC does not disclose its intent around either Clauses B5 or E6 of the contract. For similar reasons, HMRC does not publish the reports completed at the end of each Measurement Period at this time nor disclose the number and value of fines and penalties incurred by SYNNEX-Concentrix under its contract with HMRC.</p><p> </p>
	creator	4473 label Biography information for Louise Haigh
	publisher	25259
	tabling member	4473 label Biography information for Louise Haigh

573999

	human indexable
	published
	registered interest
	answer date	06/09/2016
	date	02/09/2016
	date tabled	02/09/2016
	ddp created	02/09/2016 18:10:30
	answering body	HM Treasury
	question status	Tabled
	answering dept id	14
	answering dept short name	Treasury
	answering dept sort name	CaTreasury
	ddp modified	02/09/2016 18:19:14 02/12/2016 12:02:02
	hansard heading	Concentrix
	house id	1
	identifier	44816
	legislature	25259
	parliament number	56
	question first answered	12/09/2016 16:34:45
	question first ministerially corrected	02/12/2016 11:30:49
	question text	To ask Mr Chancellor of the Exchequer, with reference to the HM Revenue and Customs Benefits and Credits, Error and Fraud Adding Capacity 444 contract between SYNNEX-Concentrix UK Limited and HM Revenue and Customs, what estimate he has made of the total savings in annual managed expenditure in each financial year since the commencement of that contract.
	session	2016/17
	session number	2
	tabling member constituency	Sheffield, Heeley
	tabling member printed	Louise Haigh
	title	House of Commons Tabled Parliamentary Question 2016/17 44816
	type	WrittenParliamentaryQuestion
	uin	44816
	version	1
	written parliamentary question type	Ordinary
	answer	answer answer text <p>HM Revenue and Customs (HMRC) and SYNNEX-Concentrix have arrangements for regular and frequent communications including weekly and monthly meetings as well as other discussions on a day-to-day basis.</p><p> </p><p>Since the beginning of the contract between SYNNEX-Concentrix and HMRC in November 2014 to 11 September 2016, SYNNEX-Concentrix have considered around 667,000 cases of which around 103,000 cases have been amended</p><p> </p><p>The total savings in Annually Managed Expenditure were £2.3 million in 2014-15, £122.3 million in 2015-16 and £159.5 million in 2016-17 to mid- August 2016. The total to date is £284.1 million since commencement of the contract in November 14.</p><p> </p><p>SYNNEX-Concentrix has achieved the 75 day service level agreement throughout the contract period to date.</p><p> </p><p>Since the contract variation in October 2015 to the end of August 2016, there have been a) 13 Amber Green Failures, b) 9 Amber failures, c) 10 red failures and d) 13 Black Failures of Key Performance Indicators. During this same period there have been 1,410 checks of these indicators.</p><p> </p><p>Since the start of the contract, the average waiting time for SYNNEX-Concentrix to answer telephone calls has been 6 minutes and 53 seconds and the maximum waiting time for one individual was 1 hour 5 minutes and 34 seconds.</p><p> </p><p>Since the contract commenced in November 2014 to mid-August 2016, the average length of time taken between SYNNEX-Concentrix starting to work a mandatory reconsideration and SYNNEX-Concentrix making a decision is 23 days.</p><p> </p><p>These cases are not generally erroneous, but tend to arise when further information is provided by the claimant, allowing SYNNEX-Concentrix to review the case after the initial decision has been made.</p><p>There are currently no tax credit Mandatory Reconsiderations being worked by SYNNEX-Concentrix that are over the target timescale. The table below provides the number of mandatory reconsiderations and appeals that have been received in each financial year since the commencement of the contract.</p><p> </p><table><tbody><tr><td><p><strong>Appeals</strong></p></td><td><p><strong>Number Received</strong></p></td></tr><tr><td><p>2014/15</p></td><td><p><del class="ministerial">0</del><ins class="ministerial">3</ins></p></td></tr><tr><td><p>2015/16</p></td><td><p><del class="ministerial">365</del><ins class="ministerial">383</ins></p></td></tr><tr><td><p>2016/17 to <del class="ministerial">mid-</del><ins class="ministerial">31</ins>August 16</p></td><td><p><del class="ministerial">167</del><ins class="ministerial">169</ins></p></td></tr><tr><td><p><strong>Mandatory Reconsiderations</strong></p></td><td><p><strong>Number Received</strong></p></td></tr><tr><td><p>2014/15</p></td><td><p><del class="ministerial">436</del><ins class="ministerial">76</ins></p></td></tr><tr><td><p>2015/16</p></td><td><p><del class="ministerial">2042</del><ins class="ministerial">7904</ins></p></td></tr><tr><td><p>2016/17 to <del class="ministerial">mid-</del><ins class="ministerial">31</ins>August 16</p></td><td><p><del class="ministerial">7989</del><ins class="ministerial">3495</ins></p></td></tr></tbody></table><p> </p><p>The total number of appeals received is about 0.08% of all decisions SYNNEX-Concentrix made in the same period. The total number of Mandatory Reconsiderations received is about 1.6% of all decisions SYNNEX-Concentrix made.</p><p> </p><p>Tax credits claimants are asked to provide information within 30 days when undergoing checks for error and fraud.</p><p> </p><p>The information about the estimate of the number of recipients of child tax credit and working tax credit whose payments have been erroneously stopped in each year from 2010 to date is not available in the form requested.</p><p> </p><p>However, if a claimant believes that an incorrect decision<del class="ministerial">s</del> has been made, they are able to request a review (now known as a Mandatory Reconsideration). If a claimant believes the review decision to be wrong, they may appeal to an independent tribunal. During reviews or at appeal, additional information is often provided that could have supported the original claim, had it been made available earlier in the process. The proportion of reviews and appeals that result in the original decision being changed remains small in proportion to the total number of cases processed.</p><p> </p><p>Tax credits are often reinstated when information to support the claim is provided after the initial decision has been taken. Since November 2014 to mid-August 2016 the Contractor has amended 6,755 decisions following the receipt of a mandatory reconsideration. Since the start of the contract to mid-August 2016 the Authority has amended 280 decisions following consideration of customer appeals from a total of around 660,000 cases where SYNNEX-Concentrix has completed its checks.</p><p> </p><p>HMRC does not hold information on how many of these were reinstated following a cancellation and how many were adjusted following an amendment to an award.</p><p> </p><p>For reasons of commercial sensitivity, HMRC does not disclose its intent around either Clauses B5 or E6 of the contract. For similar reasons, HMRC does not publish the reports completed at the end of each Measurement Period at this time nor disclose the number and value of fines and penalties incurred by SYNNEX-Concentrix under its contract with HMRC.</p><p> </p>
	creator	4473 label Biography information for Louise Haigh
	publisher	25259
	tabling member	4473 label Biography information for Louise Haigh

574000

	human indexable
	published
	registered interest
	answer date	06/09/2016
	date	02/09/2016
	date tabled	02/09/2016
	ddp created	02/09/2016 18:10:32
	answering body	HM Treasury
	question status	Tabled
	answering dept id	14
	answering dept short name	Treasury
	answering dept sort name	CaTreasury
	ddp modified	02/09/2016 18:19:15 02/12/2016 12:02:04
	hansard heading	Concentrix
	house id	1
	identifier	44814
	legislature	25259
	parliament number	56
	question first answered	12/09/2016 16:34:44
	question first ministerially corrected	02/12/2016 11:30:34
	question text	To ask Mr Chancellor of the Exchequer, with reference to the HM Revenue and Customs Benefits and Credits, Errors and Fraud Adding Capacity 444 contract between SYNNEX-Concentrix UK Limited and HM Revenue and Customs (HMRC), if he will publish the guidance and procedures for communication between HMRC and Concentrix.
	session	2016/17
	session number	2
	tabling member constituency	Sheffield, Heeley
	tabling member printed	Louise Haigh
	title	House of Commons Tabled Parliamentary Question 2016/17 44814
	type	WrittenParliamentaryQuestion
	uin	44814
	version	1
	written parliamentary question type	Ordinary
	answer	answer answer text <p>HM Revenue and Customs (HMRC) and SYNNEX-Concentrix have arrangements for regular and frequent communications including weekly and monthly meetings as well as other discussions on a day-to-day basis.</p><p> </p><p>Since the beginning of the contract between SYNNEX-Concentrix and HMRC in November 2014 to 11 September 2016, SYNNEX-Concentrix have considered around 667,000 cases of which around 103,000 cases have been amended</p><p> </p><p>The total savings in Annually Managed Expenditure were £2.3 million in 2014-15, £122.3 million in 2015-16 and £159.5 million in 2016-17 to mid- August 2016. The total to date is £284.1 million since commencement of the contract in November 14.</p><p> </p><p>SYNNEX-Concentrix has achieved the 75 day service level agreement throughout the contract period to date.</p><p> </p><p>Since the contract variation in October 2015 to the end of August 2016, there have been a) 13 Amber Green Failures, b) 9 Amber failures, c) 10 red failures and d) 13 Black Failures of Key Performance Indicators. During this same period there have been 1,410 checks of these indicators.</p><p> </p><p>Since the start of the contract, the average waiting time for SYNNEX-Concentrix to answer telephone calls has been 6 minutes and 53 seconds and the maximum waiting time for one individual was 1 hour 5 minutes and 34 seconds.</p><p> </p><p>Since the contract commenced in November 2014 to mid-August 2016, the average length of time taken between SYNNEX-Concentrix starting to work a mandatory reconsideration and SYNNEX-Concentrix making a decision is 23 days.</p><p> </p><p>These cases are not generally erroneous, but tend to arise when further information is provided by the claimant, allowing SYNNEX-Concentrix to review the case after the initial decision has been made.</p><p>There are currently no tax credit Mandatory Reconsiderations being worked by SYNNEX-Concentrix that are over the target timescale. The table below provides the number of mandatory reconsiderations and appeals that have been received in each financial year since the commencement of the contract.</p><p> </p><table><tbody><tr><td><p><strong>Appeals</strong></p></td><td><p><strong>Number Received</strong></p></td></tr><tr><td><p>2014/15</p></td><td><p><del class="ministerial">0</del><ins class="ministerial">3</ins></p></td></tr><tr><td><p>2015/16</p></td><td><p><del class="ministerial">365</del><ins class="ministerial">383</ins></p></td></tr><tr><td><p>2016/17 to <del class="ministerial">mid-</del><ins class="ministerial">31</ins>August 16</p></td><td><p><del class="ministerial">167</del><ins class="ministerial">169</ins></p></td></tr><tr><td><p><strong>Mandatory Reconsiderations</strong></p></td><td><p><strong>Number Received</strong></p></td></tr><tr><td><p>2014/15</p></td><td><p><del class="ministerial">436</del><ins class="ministerial">76</ins></p></td></tr><tr><td><p>2015/16</p></td><td><p><del class="ministerial">2042</del><ins class="ministerial">7904</ins></p></td></tr><tr><td><p>2016/17 to <del class="ministerial">mid-</del><ins class="ministerial">31</ins>August 16</p></td><td><p><del class="ministerial">7989</del><ins class="ministerial">3495</ins></p></td></tr></tbody></table><p> </p><p>The total number of appeals received is about 0.08% of all decisions SYNNEX-Concentrix made in the same period. The total number of Mandatory Reconsiderations received is about 1.6% of all decisions SYNNEX-Concentrix made.</p><p> </p><p>Tax credits claimants are asked to provide information within 30 days when undergoing checks for error and fraud.</p><p> </p><p>The information about the estimate of the number of recipients of child tax credit and working tax credit whose payments have been erroneously stopped in each year from 2010 to date is not available in the form requested.</p><p> </p><p>However, if a claimant believes that an incorrect decision<del class="ministerial">s</del> has been made, they are able to request a review (now known as a Mandatory Reconsideration). If a claimant believes the review decision to be wrong, they may appeal to an independent tribunal. During reviews or at appeal, additional information is often provided that could have supported the original claim, had it been made available earlier in the process. The proportion of reviews and appeals that result in the original decision being changed remains small in proportion to the total number of cases processed.</p><p> </p><p>Tax credits are often reinstated when information to support the claim is provided after the initial decision has been taken. Since November 2014 to mid-August 2016 the Contractor has amended 6,755 decisions following the receipt of a mandatory reconsideration. Since the start of the contract to mid-August 2016 the Authority has amended 280 decisions following consideration of customer appeals from a total of around 660,000 cases where SYNNEX-Concentrix has completed its checks.</p><p> </p><p>HMRC does not hold information on how many of these were reinstated following a cancellation and how many were adjusted following an amendment to an award.</p><p> </p><p>For reasons of commercial sensitivity, HMRC does not disclose its intent around either Clauses B5 or E6 of the contract. For similar reasons, HMRC does not publish the reports completed at the end of each Measurement Period at this time nor disclose the number and value of fines and penalties incurred by SYNNEX-Concentrix under its contract with HMRC.</p><p> </p>
	creator	4473 label Biography information for Louise Haigh
	publisher	25259
	tabling member	4473 label Biography information for Louise Haigh

574003

	human indexable
	published
	registered interest
	answer date	06/09/2016
	date	02/09/2016
	date tabled	02/09/2016
	ddp created	02/09/2016 18:10:36
	answering body	HM Treasury
	question status	Tabled
	answering dept id	14
	answering dept short name	Treasury
	answering dept sort name	CaTreasury
	ddp modified	02/09/2016 18:19:19 02/12/2016 12:03:02
	hansard heading	Concentrix: Standards
	house id	1
	identifier	44833
	legislature	25259
	parliament number	56
	question first answered	12/09/2016 16:34:45
	question first ministerially corrected	02/12/2016 11:31:38
	question text	To ask Mr Chancellor of the Exchequer, what estimate he has made of the average length of time taken to reinstate tax credits after an erroneous cancellation by the contractor since the start of his Department's contract with Concentrix.
	session	2016/17
	session number	2
	tabling member constituency	Sheffield, Heeley
	tabling member printed	Louise Haigh
	title	House of Commons Tabled Parliamentary Question 2016/17 44833
	type	WrittenParliamentaryQuestion
	uin	44833
	version	1
	written parliamentary question type	Ordinary
	answer	answer answer text <p>HM Revenue and Customs (HMRC) and SYNNEX-Concentrix have arrangements for regular and frequent communications including weekly and monthly meetings as well as other discussions on a day-to-day basis.</p><p> </p><p>Since the beginning of the contract between SYNNEX-Concentrix and HMRC in November 2014 to 11 September 2016, SYNNEX-Concentrix have considered around 667,000 cases of which around 103,000 cases have been amended</p><p> </p><p>The total savings in Annually Managed Expenditure were £2.3 million in 2014-15, £122.3 million in 2015-16 and £159.5 million in 2016-17 to mid- August 2016. The total to date is £284.1 million since commencement of the contract in November 14.</p><p> </p><p>SYNNEX-Concentrix has achieved the 75 day service level agreement throughout the contract period to date.</p><p> </p><p>Since the contract variation in October 2015 to the end of August 2016, there have been a) 13 Amber Green Failures, b) 9 Amber failures, c) 10 red failures and d) 13 Black Failures of Key Performance Indicators. During this same period there have been 1,410 checks of these indicators.</p><p> </p><p>Since the start of the contract, the average waiting time for SYNNEX-Concentrix to answer telephone calls has been 6 minutes and 53 seconds and the maximum waiting time for one individual was 1 hour 5 minutes and 34 seconds.</p><p> </p><p>Since the contract commenced in November 2014 to mid-August 2016, the average length of time taken between SYNNEX-Concentrix starting to work a mandatory reconsideration and SYNNEX-Concentrix making a decision is 23 days.</p><p> </p><p>These cases are not generally erroneous, but tend to arise when further information is provided by the claimant, allowing SYNNEX-Concentrix to review the case after the initial decision has been made.</p><p>There are currently no tax credit Mandatory Reconsiderations being worked by SYNNEX-Concentrix that are over the target timescale. The table below provides the number of mandatory reconsiderations and appeals that have been received in each financial year since the commencement of the contract.</p><p> </p><table><tbody><tr><td><p><strong>Appeals</strong></p></td><td><p><strong>Number Received</strong></p></td></tr><tr><td><p>2014/15</p></td><td><p><del class="ministerial">0</del><ins class="ministerial">3</ins></p></td></tr><tr><td><p>2015/16</p></td><td><p><del class="ministerial">365</del><ins class="ministerial">383</ins></p></td></tr><tr><td><p>2016/17 to <del class="ministerial">mid-</del><ins class="ministerial">31</ins>August 16</p></td><td><p><del class="ministerial">167</del><ins class="ministerial">169</ins></p></td></tr><tr><td><p><strong>Mandatory Reconsiderations</strong></p></td><td><p><strong>Number Received</strong></p></td></tr><tr><td><p>2014/15</p></td><td><p><del class="ministerial">436</del><ins class="ministerial">76</ins></p></td></tr><tr><td><p>2015/16</p></td><td><p><del class="ministerial">2042</del><ins class="ministerial">7904</ins></p></td></tr><tr><td><p>2016/17 to <del class="ministerial">mid-</del><ins class="ministerial">31</ins>August 16</p></td><td><p><del class="ministerial">7989</del><ins class="ministerial">3495</ins></p></td></tr></tbody></table><p> </p><p>The total number of appeals received is about 0.08% of all decisions SYNNEX-Concentrix made in the same period. The total number of Mandatory Reconsiderations received is about 1.6% of all decisions SYNNEX-Concentrix made.</p><p> </p><p>Tax credits claimants are asked to provide information within 30 days when undergoing checks for error and fraud.</p><p> </p><p>The information about the estimate of the number of recipients of child tax credit and working tax credit whose payments have been erroneously stopped in each year from 2010 to date is not available in the form requested.</p><p> </p><p>However, if a claimant believes that an incorrect decision<del class="ministerial">s</del> has been made, they are able to request a review (now known as a Mandatory Reconsideration). If a claimant believes the review decision to be wrong, they may appeal to an independent tribunal. During reviews or at appeal, additional information is often provided that could have supported the original claim, had it been made available earlier in the process. The proportion of reviews and appeals that result in the original decision being changed remains small in proportion to the total number of cases processed.</p><p> </p><p>Tax credits are often reinstated when information to support the claim is provided after the initial decision has been taken. Since November 2014 to mid-August 2016 the Contractor has amended 6,755 decisions following the receipt of a mandatory reconsideration. Since the start of the contract to mid-August 2016 the Authority has amended 280 decisions following consideration of customer appeals from a total of around 660,000 cases where SYNNEX-Concentrix has completed its checks.</p><p> </p><p>HMRC does not hold information on how many of these were reinstated following a cancellation and how many were adjusted following an amendment to an award.</p><p> </p><p>For reasons of commercial sensitivity, HMRC does not disclose its intent around either Clauses B5 or E6 of the contract. For similar reasons, HMRC does not publish the reports completed at the end of each Measurement Period at this time nor disclose the number and value of fines and penalties incurred by SYNNEX-Concentrix under its contract with HMRC.</p><p> </p>
	creator	4473 label Biography information for Louise Haigh
	publisher	25259
	tabling member	4473 label Biography information for Louise Haigh