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891845

	registered interest
	date	25/04/2018
	answering body	The Senior Deputy Speaker
	answering dept id	204
	answering dept short name
	answering dept sort name	Senior Deputy Speaker (HoL)
	hansard heading	Parliament: Telephone Services
	house id	2
	legislature	25277 pref label House of Lords
	question text	To ask the Senior Deputy Speaker what, if any, has been the annual saving to the two Houses of the outsourcing of the switchboard service; and how are the costs of that service apportioned between the two Houses.
	tabling member printed	Lord Palmer
	uin	HL7286
	answer	answer is ministerial correction date of answer 10/05/2018 answer text <p>The Senior Deputy Speaker has asked me, as Chairman of the Services Committee, to respond on his behalf.</p><p>The saving projected when the outsourced switchboard provider, 3C Ltd, changed to Capita PLC in May 2012 was £1.53m. The saving was projected over the course of 7 years, meaning that the average forecast annual saving was £218.57k. Saving over the full 7 year term is now forecast to be £1.88m, providing an average annual saving of £269.33k. The actual saving after 6 years has been £1.45m, with an average annual saving of £242.36k.</p><p>Until 31 March 2015, 20% of costs were apportioned to the House of Lords and 80% to the House of Commons. Since 1 April 2015, 30% of costs are apportioned to the House of Lords and 70% to the House of Commons.</p><p> </p> answering member printed Lord Laming question first answered 10/05/2018 11:41:49 answering member 2079 label Biography information for Lord Laming
	tabling member	3192 label Biography information for Lord Palmer

891846

	registered interest
	date	25/04/2018
	answering body	The Senior Deputy Speaker
	answering dept id	204
	answering dept short name
	answering dept sort name	Senior Deputy Speaker (HoL)
	hansard heading	Parliament: Telephone Services
	house id	2
	legislature	25277 pref label House of Lords
	question text	To ask the Senior Deputy Speaker what has been the saving to the two Houses arising from the changes to the opening hours of the switchboard service that were introduced in February.
	tabling member printed	Lord Palmer
	uin	HL7287
	answer	answer is ministerial correction date of answer 10/05/2018 answer text <p>The Senior Deputy Speaker has asked me, as Chairman of the Services Committee, to respond on his behalf.</p><p>The changes made in 2017-18 to the service, including the changes in opening hours introduced in February 2018, have delivered a saving of £23.1k in the financial year 2017-18 and are forecast to deliver a saving of £124.3k in the financial year 2018-19.</p><p>The service changes included a change to the call answering Service Level Agreement from 90% of calls being answered in 10 seconds to 85% of calls being answered in 20 seconds, and a change of opening hours during sitting times and recesses, including closure on Sundays and UK Bank Holidays.  The change to the Service Level Agreement, of 85% of calls being answered in 20 seconds, remains a higher standard than the Service Level Agreements of many top companies renowned for delivering excellent service.</p> answering member printed Lord Laming question first answered 10/05/2018 11:42:54 answering member 2079 label Biography information for Lord Laming
	tabling member	3192 label Biography information for Lord Palmer