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61879

registered interest
date	13/06/2014
answering body	Home Office
answering dept id	1
answering dept short name	Home Office
answering dept sort name	Home Office
hansard heading	Visas
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Secretary of State for the Home Department, how many and what proportion of all UK visa applications processed by TPContact in (a) Israel, (b) Russia, (c) South Africa and (d) Ukraine have been subject to delays outside the stated service standards.
tabling member constituency	Mid Bedfordshire
tabling member printed	Nadine Dorries
uin	200696
answer	answer is ministerial correction date of answer 30/06/2014 answer text <p> </p><p>Any failure against the contractual critical service levels may result in <br>deductions against their submitted invoices. In the event of continuous and <br>unacceptable failures the Department has the ability to terminate the contract.<br><br>The performance of Teleperformance as with all of our contracts is subject to <br>close Home Office scrutiny. The governance processes include regular meetings <br>at all levels, from local operational teams up to senior official levels, to <br>allow in-depth reviews of performance against the service standards set out in <br>the contract, and to provide an escalation route to resolve any issues that may <br>arise. We also expect suppliers to provide continuous improvement in delivery <br>of customer services over the course of the contract, which is also monitored <br>through these processes.<br><br>The Department withheld payment of the contractual transitional payment until <br>transition was complete in each country where Teleperformance operates. This <br>has now been has now been approved for payment in countries where visa<br>application centres (VACs) are operational but withheld in locations still to <br>be transitioned. Ongoing contractual payments will be subject to the service <br>credit process outlined above.<br><br>The data required to judge performance against contractual service standards is <br>not yet available. We are not aware of any withdrawn applications linked to <br>delays in processing at the identified visa application centres since they took <br>over this service. The Home Office is currently collating data on complaints <br>for the period since Teleperformance commenced operations and it is not <br>available for publication. <br><br>UK Visas &amp; Immigration has worked closely with Teleperformance from the point <br>at which contracts were awarded to prepare for live operations, including the <br>summer peak. Annual and monthly application volumes and forecast figures for <br>2014 were provided to Teleperformance as part of the tender process and local <br>discussions have taken place to determine the number of appointment slots <br>available. Opening hours have been extended and appointment availability has <br>been increased in a number of locations to prepare for the summer period. Where <br>VACs are open every day, the availability of appointment slots is continually <br>monitored, with further measures being taken if appointments are consistently <br>fully booked.</p><p> </p> answering member constituency Old Bexley and Sidcup answering member printed James Brokenshire grouped question UIN 200686 200687 200688 200697 200698 200699 200702 question first answered 30/06/2014 15:23:52 answering member 1530 label Biography information for James Brokenshire
tabling member	1481 label Biography information for Ms Nadine Dorries

61880

registered interest
date	13/06/2014
answering body	Home Office
answering dept id	1
answering dept short name	Home Office
answering dept sort name	Home Office
hansard heading	Visas
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Secretary of State for the Home Department, how many and what proportion of all UK visa applications processed by TPContact in all its overseas service centres have been subject to delays outside the stated service standards.
tabling member constituency	Mid Bedfordshire
tabling member printed	Nadine Dorries
uin	200697
answer	answer is ministerial correction date of answer 30/06/2014 answer text <p> </p><p>Any failure against the contractual critical service levels may result in <br>deductions against their submitted invoices. In the event of continuous and <br>unacceptable failures the Department has the ability to terminate the contract.<br><br>The performance of Teleperformance as with all of our contracts is subject to <br>close Home Office scrutiny. The governance processes include regular meetings <br>at all levels, from local operational teams up to senior official levels, to <br>allow in-depth reviews of performance against the service standards set out in <br>the contract, and to provide an escalation route to resolve any issues that may <br>arise. We also expect suppliers to provide continuous improvement in delivery <br>of customer services over the course of the contract, which is also monitored <br>through these processes.<br><br>The Department withheld payment of the contractual transitional payment until <br>transition was complete in each country where Teleperformance operates. This <br>has now been has now been approved for payment in countries where visa<br>application centres (VACs) are operational but withheld in locations still to <br>be transitioned. Ongoing contractual payments will be subject to the service <br>credit process outlined above.<br><br>The data required to judge performance against contractual service standards is <br>not yet available. We are not aware of any withdrawn applications linked to <br>delays in processing at the identified visa application centres since they took <br>over this service. The Home Office is currently collating data on complaints <br>for the period since Teleperformance commenced operations and it is not <br>available for publication. <br><br>UK Visas &amp; Immigration has worked closely with Teleperformance from the point <br>at which contracts were awarded to prepare for live operations, including the <br>summer peak. Annual and monthly application volumes and forecast figures for <br>2014 were provided to Teleperformance as part of the tender process and local <br>discussions have taken place to determine the number of appointment slots <br>available. Opening hours have been extended and appointment availability has <br>been increased in a number of locations to prepare for the summer period. Where <br>VACs are open every day, the availability of appointment slots is continually <br>monitored, with further measures being taken if appointments are consistently <br>fully booked.</p><p> </p> answering member constituency Old Bexley and Sidcup answering member printed James Brokenshire grouped question UIN 200686 200687 200688 200696 200698 200699 200702 question first answered 30/06/2014 15:23:52 answering member 1530 label Biography information for James Brokenshire
tabling member	1481 label Biography information for Ms Nadine Dorries

61882

registered interest
date	13/06/2014
answering body	Home Office
answering dept id	1
answering dept short name	Home Office
answering dept sort name	Home Office
hansard heading	Visas
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Secretary of State for the Home Department, how many UK visa applications processed by TPContact in (a) Israel, (b) Russia, (c) South Africa and (d) Ukraine have been withdrawn by the applicant after the service standard for processing time has been missed in the last five years.
tabling member constituency	Mid Bedfordshire
tabling member printed	Nadine Dorries
uin	200699
answer	answer is ministerial correction date of answer 30/06/2014 answer text <p> </p><p>Any failure against the contractual critical service levels may result in <br>deductions against their submitted invoices. In the event of continuous and <br>unacceptable failures the Department has the ability to terminate the contract.<br><br>The performance of Teleperformance as with all of our contracts is subject to <br>close Home Office scrutiny. The governance processes include regular meetings <br>at all levels, from local operational teams up to senior official levels, to <br>allow in-depth reviews of performance against the service standards set out in <br>the contract, and to provide an escalation route to resolve any issues that may <br>arise. We also expect suppliers to provide continuous improvement in delivery <br>of customer services over the course of the contract, which is also monitored <br>through these processes.<br><br>The Department withheld payment of the contractual transitional payment until <br>transition was complete in each country where Teleperformance operates. This <br>has now been has now been approved for payment in countries where visa<br>application centres (VACs) are operational but withheld in locations still to <br>be transitioned. Ongoing contractual payments will be subject to the service <br>credit process outlined above.<br><br>The data required to judge performance against contractual service standards is <br>not yet available. We are not aware of any withdrawn applications linked to <br>delays in processing at the identified visa application centres since they took <br>over this service. The Home Office is currently collating data on complaints <br>for the period since Teleperformance commenced operations and it is not <br>available for publication. <br><br>UK Visas &amp; Immigration has worked closely with Teleperformance from the point <br>at which contracts were awarded to prepare for live operations, including the <br>summer peak. Annual and monthly application volumes and forecast figures for <br>2014 were provided to Teleperformance as part of the tender process and local <br>discussions have taken place to determine the number of appointment slots <br>available. Opening hours have been extended and appointment availability has <br>been increased in a number of locations to prepare for the summer period. Where <br>VACs are open every day, the availability of appointment slots is continually <br>monitored, with further measures being taken if appointments are consistently <br>fully booked.</p><p> </p> answering member constituency Old Bexley and Sidcup answering member printed James Brokenshire grouped question UIN 200686 200687 200688 200696 200697 200698 200702 question first answered 30/06/2014 15:23:52 answering member 1530 label Biography information for James Brokenshire
tabling member	1481 label Biography information for Ms Nadine Dorries

61883

registered interest
date	13/06/2014
answering body	Home Office
answering dept id	1
answering dept short name	Home Office
answering dept sort name	Home Office
hansard heading	Teleperformance
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Secretary of State for the Home Department, what sanctions are available if TPContact fails to achieve and maintain high standards of customer service while providing services to her Department.
tabling member constituency	Mid Bedfordshire
tabling member printed	Nadine Dorries
uin	200686
answer	answer is ministerial correction date of answer 30/06/2014 answer text <p> </p><p>Any failure against the contractual critical service levels may result in <br>deductions against their submitted invoices. In the event of continuous and <br>unacceptable failures the Department has the ability to terminate the contract.<br><br>The performance of Teleperformance as with all of our contracts is subject to <br>close Home Office scrutiny. The governance processes include regular meetings <br>at all levels, from local operational teams up to senior official levels, to <br>allow in-depth reviews of performance against the service standards set out in <br>the contract, and to provide an escalation route to resolve any issues that may <br>arise. We also expect suppliers to provide continuous improvement in delivery <br>of customer services over the course of the contract, which is also monitored <br>through these processes.<br><br>The Department withheld payment of the contractual transitional payment until <br>transition was complete in each country where Teleperformance operates. This <br>has now been has now been approved for payment in countries where visa<br>application centres (VACs) are operational but withheld in locations still to <br>be transitioned. Ongoing contractual payments will be subject to the service <br>credit process outlined above.<br><br>The data required to judge performance against contractual service standards is <br>not yet available. We are not aware of any withdrawn applications linked to <br>delays in processing at the identified visa application centres since they took <br>over this service. The Home Office is currently collating data on complaints <br>for the period since Teleperformance commenced operations and it is not <br>available for publication. <br><br>UK Visas &amp; Immigration has worked closely with Teleperformance from the point <br>at which contracts were awarded to prepare for live operations, including the <br>summer peak. Annual and monthly application volumes and forecast figures for <br>2014 were provided to Teleperformance as part of the tender process and local <br>discussions have taken place to determine the number of appointment slots <br>available. Opening hours have been extended and appointment availability has <br>been increased in a number of locations to prepare for the summer period. Where <br>VACs are open every day, the availability of appointment slots is continually <br>monitored, with further measures being taken if appointments are consistently <br>fully booked.</p><p> </p> answering member constituency Old Bexley and Sidcup answering member printed James Brokenshire grouped question UIN 200687 200688 200696 200697 200698 200699 200702 question first answered 30/06/2014 15:23:51 answering member 1530 label Biography information for James Brokenshire
tabling member	1481 label Biography information for Ms Nadine Dorries

61884

registered interest
date	13/06/2014
answering body	Home Office
answering dept id	1
answering dept short name	Home Office
answering dept sort name	Home Office
hansard heading	Teleperformance
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Secretary of State for the Home Department, what steps her Department takes to ensure that TPContact achieves and maintains high standards of customer service.
tabling member constituency	Mid Bedfordshire
tabling member printed	Nadine Dorries
uin	200687
answer	answer is ministerial correction date of answer 30/06/2014 answer text <p> </p><p>Any failure against the contractual critical service levels may result in <br>deductions against their submitted invoices. In the event of continuous and <br>unacceptable failures the Department has the ability to terminate the contract.<br><br>The performance of Teleperformance as with all of our contracts is subject to <br>close Home Office scrutiny. The governance processes include regular meetings <br>at all levels, from local operational teams up to senior official levels, to <br>allow in-depth reviews of performance against the service standards set out in <br>the contract, and to provide an escalation route to resolve any issues that may <br>arise. We also expect suppliers to provide continuous improvement in delivery <br>of customer services over the course of the contract, which is also monitored <br>through these processes.<br><br>The Department withheld payment of the contractual transitional payment until <br>transition was complete in each country where Teleperformance operates. This <br>has now been has now been approved for payment in countries where visa<br>application centres (VACs) are operational but withheld in locations still to <br>be transitioned. Ongoing contractual payments will be subject to the service <br>credit process outlined above.<br><br>The data required to judge performance against contractual service standards is <br>not yet available. We are not aware of any withdrawn applications linked to <br>delays in processing at the identified visa application centres since they took <br>over this service. The Home Office is currently collating data on complaints <br>for the period since Teleperformance commenced operations and it is not <br>available for publication. <br><br>UK Visas &amp; Immigration has worked closely with Teleperformance from the point <br>at which contracts were awarded to prepare for live operations, including the <br>summer peak. Annual and monthly application volumes and forecast figures for <br>2014 were provided to Teleperformance as part of the tender process and local <br>discussions have taken place to determine the number of appointment slots <br>available. Opening hours have been extended and appointment availability has <br>been increased in a number of locations to prepare for the summer period. Where <br>VACs are open every day, the availability of appointment slots is continually <br>monitored, with further measures being taken if appointments are consistently <br>fully booked.</p><p> </p> answering member constituency Old Bexley and Sidcup answering member printed James Brokenshire grouped question UIN 200686 200688 200696 200697 200698 200699 200702 question first answered 30/06/2014 15:23:51 answering member 1530 label Biography information for James Brokenshire
tabling member	1481 label Biography information for Ms Nadine Dorries

61885

registered interest
date	13/06/2014
answering body	Home Office
answering dept id	1
answering dept short name	Home Office
answering dept sort name	Home Office
hansard heading	Teleperformance
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Secretary of State for the Home Department, what sanctions have been levied by her Department as a result of TPContact failing to achieve and maintain high standards of customer service while providing services for her Department.
tabling member constituency	Mid Bedfordshire
tabling member printed	Nadine Dorries
uin	200688
answer	answer is ministerial correction date of answer 30/06/2014 answer text <p> </p><p>Any failure against the contractual critical service levels may result in <br>deductions against their submitted invoices. In the event of continuous and <br>unacceptable failures the Department has the ability to terminate the contract.<br><br>The performance of Teleperformance as with all of our contracts is subject to <br>close Home Office scrutiny. The governance processes include regular meetings <br>at all levels, from local operational teams up to senior official levels, to <br>allow in-depth reviews of performance against the service standards set out in <br>the contract, and to provide an escalation route to resolve any issues that may <br>arise. We also expect suppliers to provide continuous improvement in delivery <br>of customer services over the course of the contract, which is also monitored <br>through these processes.<br><br>The Department withheld payment of the contractual transitional payment until <br>transition was complete in each country where Teleperformance operates. This <br>has now been has now been approved for payment in countries where visa<br>application centres (VACs) are operational but withheld in locations still to <br>be transitioned. Ongoing contractual payments will be subject to the service <br>credit process outlined above.<br><br>The data required to judge performance against contractual service standards is <br>not yet available. We are not aware of any withdrawn applications linked to <br>delays in processing at the identified visa application centres since they took <br>over this service. The Home Office is currently collating data on complaints <br>for the period since Teleperformance commenced operations and it is not <br>available for publication. <br><br>UK Visas &amp; Immigration has worked closely with Teleperformance from the point <br>at which contracts were awarded to prepare for live operations, including the <br>summer peak. Annual and monthly application volumes and forecast figures for <br>2014 were provided to Teleperformance as part of the tender process and local <br>discussions have taken place to determine the number of appointment slots <br>available. Opening hours have been extended and appointment availability has <br>been increased in a number of locations to prepare for the summer period. Where <br>VACs are open every day, the availability of appointment slots is continually <br>monitored, with further measures being taken if appointments are consistently <br>fully booked.</p><p> </p> answering member constituency Old Bexley and Sidcup answering member printed James Brokenshire grouped question UIN 200686 200687 200696 200697 200698 200699 200702 question first answered 30/06/2014 15:23:51 answering member 1530 label Biography information for James Brokenshire
tabling member	1481 label Biography information for Ms Nadine Dorries

61887

registered interest
date	13/06/2014
answering body	Home Office
answering dept id	1
answering dept short name	Home Office
answering dept sort name	Home Office
hansard heading	Entry Clearances
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Secretary of State for the Home Department, what steps her Department took to ensure that TPContact was prepared for the required increase in capacity at its facilities worldwide to deal with the summer rush of visa applications.
tabling member constituency	Mid Bedfordshire
tabling member printed	Nadine Dorries
uin	200702
answer	answer is ministerial correction date of answer 30/06/2014 answer text <p> </p><p>Any failure against the contractual critical service levels may result in <br>deductions against their submitted invoices. In the event of continuous and <br>unacceptable failures the Department has the ability to terminate the contract.<br><br>The performance of Teleperformance as with all of our contracts is subject to <br>close Home Office scrutiny. The governance processes include regular meetings <br>at all levels, from local operational teams up to senior official levels, to <br>allow in-depth reviews of performance against the service standards set out in <br>the contract, and to provide an escalation route to resolve any issues that may <br>arise. We also expect suppliers to provide continuous improvement in delivery <br>of customer services over the course of the contract, which is also monitored <br>through these processes.<br><br>The Department withheld payment of the contractual transitional payment until <br>transition was complete in each country where Teleperformance operates. This <br>has now been has now been approved for payment in countries where visa<br>application centres (VACs) are operational but withheld in locations still to <br>be transitioned. Ongoing contractual payments will be subject to the service <br>credit process outlined above.<br><br>The data required to judge performance against contractual service standards is <br>not yet available. We are not aware of any withdrawn applications linked to <br>delays in processing at the identified visa application centres since they took <br>over this service. The Home Office is currently collating data on complaints <br>for the period since Teleperformance commenced operations and it is not <br>available for publication. <br><br>UK Visas &amp; Immigration has worked closely with Teleperformance from the point <br>at which contracts were awarded to prepare for live operations, including the <br>summer peak. Annual and monthly application volumes and forecast figures for <br>2014 were provided to Teleperformance as part of the tender process and local <br>discussions have taken place to determine the number of appointment slots <br>available. Opening hours have been extended and appointment availability has <br>been increased in a number of locations to prepare for the summer period. Where <br>VACs are open every day, the availability of appointment slots is continually <br>monitored, with further measures being taken if appointments are consistently <br>fully booked.</p><p> </p> answering member constituency Old Bexley and Sidcup answering member printed James Brokenshire grouped question UIN 200686 200687 200688 200696 200697 200698 200699 question first answered 30/06/2014 15:23:52 answering member 1530 label Biography information for James Brokenshire
tabling member	1481 label Biography information for Ms Nadine Dorries