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1137758

registered interest
date	09/07/2019
answering body	Home Office
answering dept id	1
answering dept short name	Home Office
answering dept sort name	Home Office
hansard heading	VFS Global: Complaints
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Secretary of State for the Home Department, how many complaints were made to his Department on the Next Generation Visa Services contract delivered by VFS Global in the most recent period for which statistics are available.
tabling member constituency	Glasgow East
tabling member printed	David Linden
uin	275238
answer	answer is ministerial correction date of answer 16/07/2019 answer text <p>Our performance against service standard in relation to customer complaints for UKVI can be at <a href="https://www.gov.uk/government/publications/customer-service-operations-data-may-2019" target="_blank"> https://www.gov.uk/government/publications/customer-service-operations-data-may-2019</a>. we do not publish stats on complaints received in relation to individual supplier performance:</p><p>We are aware that there have been some issues with the VFS document system and UKVI is working with VFS as a priority on a number of actions to improve the service, utilising customer feedback to target areas of improvement.</p><p>In parallel we are improving our management information reporting package which allows us to regularly monitor the heath and performance of the VFS systems.</p> answering member constituency Romsey and Southampton North answering member printed Caroline Nokes grouped question UIN 275239 question first answered 16/07/2019 11:02:58 answering member 4048 label Biography information for Caroline Nokes
tabling member	4640 label Biography information for David Linden

1137761

registered interest
date	09/07/2019
answering body	Home Office
answering dept id	1
answering dept short name	Home Office
answering dept sort name	Home Office
hansard heading	VFS Global
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Secretary of State for the Home Department, what recent assessment he has made of the technical competency of the digital systems used for document collection by VFS Global in service delivery of the Next Generation Visa Services contract.
tabling member constituency	Glasgow East
tabling member printed	David Linden
uin	275239
answer	answer is ministerial correction date of answer 16/07/2019 answer text <p>Our performance against service standard in relation to customer complaints for UKVI can be at <a href="https://www.gov.uk/government/publications/customer-service-operations-data-may-2019" target="_blank"> https://www.gov.uk/government/publications/customer-service-operations-data-may-2019</a>. we do not publish stats on complaints received in relation to individual supplier performance:</p><p>We are aware that there have been some issues with the VFS document system and UKVI is working with VFS as a priority on a number of actions to improve the service, utilising customer feedback to target areas of improvement.</p><p>In parallel we are improving our management information reporting package which allows us to regularly monitor the heath and performance of the VFS systems.</p> answering member constituency Romsey and Southampton North answering member printed Caroline Nokes grouped question UIN 275238 question first answered 16/07/2019 11:02:58 answering member 4048 label Biography information for Caroline Nokes
tabling member	4640 label Biography information for David Linden