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1141773

registered interest
date	24/07/2019
answering body	Home Office
answering dept id	1
answering dept short name	Home Office
answering dept sort name	Home Office
hansard heading	Visas: Applications
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Secretary of State for the Home Department, if he will publish the service specification, including key performance indicators, agreed with Sopra Steria Limited (SSL) in respect of the contract for UK Visa and Citizenship Application Services.
tabling member constituency	Liverpool, Wavertree
tabling member printed	Luciana Berger
uin	281733
answer	answer is ministerial correction date of answer 03/09/2019 answer text <p>The contract with Sopra Steria Limited (SSL) has been published and can be found using the following link - <a href="https://www.contractsfinder.service.gov.uk/Notice/ec5031ea-021e-471a-86cf-af540e8d8efa%20" target="_blank">https://www.contractsfinder.service.gov.uk/Notice/ec5031ea-021e-471a-86cf-af540e8d8efa</a></p><p><a href="https://www.contractsfinder.service.gov.uk/Notice/ec5031ea-021e-471a-86cf-af540e8d8efa%20" target="_blank"> </a></p> answering member constituency South Ribble answering member printed Seema Kennedy question first answered 03/09/2019 16:35:41 answering member 4455 label Biography information for Seema Kennedy
tabling member	4036 label Biography information for Luciana Berger

1141778

registered interest
date	24/07/2019
answering body	Home Office
answering dept id	1
answering dept short name	Home Office
answering dept sort name	Home Office
hansard heading	Visas: Applications
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Secretary of State for the Home Department, for what reasons visa applicants are unable to access a local rate 0330 number to contact UK Visa and Citizenship Application Services until they have succeeded in making such an application; what estimate his Department has made of the number of people who have had to use the premium rate telephone number; and how much revenue was received in revenue from that premium rate number in the last 12 months.
tabling member constituency	Liverpool, Wavertree
tabling member printed	Luciana Berger
uin	281734
answer	answer is ministerial correction date of answer 03/09/2019 answer text <p>The Home Office holds limited information relating to the number of customers who have used the premium line number to contact the UK Visa and Citizenship Application Services. In total, 13937 calls have been made to 0900 premium line number from the start of the UKVCAS contract in November 2018. This represents 5% of UKVCAS customers who made an application during this time period. The Home Office does not hold details of the revenue generated through calls made to the premium rate number.</p><p>The premium line referenced is an optional added value service, which offers general support to customers, before, during and after their appointment and assists them in finding information and choosing which Service Point to attend. The service utilises a premium rate (09) telephone number, registered with Ofcom and offers full cost transparency. Customers who do not wish to avail themselves of this chargeable service, may also contact SSL via their website, where they can choose from two options “make an enquiry” or “make a complaint”. Once an appointment has been booked a ‘0330’ number is provided to customers to support with appointment-related queries. The ‘0330’ number is not for general queries relating to the service.</p> answering member constituency South Ribble answering member printed Seema Kennedy question first answered 03/09/2019 16:18:24 answering member 4455 label Biography information for Seema Kennedy
tabling member	4036 label Biography information for Luciana Berger

1141779

registered interest
date	24/07/2019
answering body	Home Office
answering dept id	1
answering dept short name	Home Office
answering dept sort name	Home Office
hansard heading	Visas: Applications
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Secretary of State for the Home Department, when his Department has had meetings with Sopra Steria Ltd on the UK Visa and Citizenship Application Services in the last 12 months; and what was discussed at those meetings.
tabling member constituency	Liverpool, Wavertree
tabling member printed	Luciana Berger
uin	281735
answer	answer is ministerial correction date of answer 03/09/2019 answer text <p>The Home Office regularly meets with Sopra Steria Ltd to discuss a range of issues however the content of these discussions is commercially sensitive and therefore we are unable to disclose this information.</p><p>The contract has, within the terms and conditions, a schedule that specifically covers the governance and contract management of the service operation. This is set out in schedule 8 of the contract and can be found using the following link - <a href="https://www.contractsfinder.service.gov.uk/Notice/Attachment/a2ace827-80ca-46df-9fa3-e8eeec62519a" target="_blank">https://www.contractsfinder.service.gov.uk/Notice/Attachment/a2ace827-80ca-46df-9fa3-e8eeec62519a</a></p> answering member constituency South Ribble answering member printed Seema Kennedy question first answered 03/09/2019 16:07:57 answering member 4455 label Biography information for Seema Kennedy
tabling member	4036 label Biography information for Luciana Berger

1141780

registered interest
date	24/07/2019
answering body	Home Office
answering dept id	1
answering dept short name	Home Office
answering dept sort name	Home Office
hansard heading	Visas: Applications
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Secretary of State for the Home Department, if he will undertake a full review of the service and performance of Sopra Steria Ltd regarding the UK Visa and Citizenship Application Services.
tabling member constituency	Liverpool, Wavertree
tabling member printed	Luciana Berger
uin	281736
answer	answer is ministerial correction date of answer 03/09/2019 answer text <p>The contract with Sopra Steria for the provision of Front End Services contains clauses and performance measures (KPIs) designed to ensure the timeliness and quality of service provision.</p><p>This also includes the contract management and governance schedule as described above supported by a dedicated Supplier Management Team with responsibility for ensuring the provider delivers to the required performance standards set out in the contract.</p> answering member constituency South Ribble answering member printed Seema Kennedy question first answered 03/09/2019 16:08:12 answering member 4455 label Biography information for Seema Kennedy
tabling member	4036 label Biography information for Luciana Berger

1141782

registered interest
date	24/07/2019
answering body	Home Office
answering dept id	1
answering dept short name	Home Office
answering dept sort name	Home Office
hansard heading	Visas: Applications
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Secretary of State for the Home Department, which organisations his Department has advertised information to outlining that visa applicants wishing to extend their leave to remain will not be penalised in cases where they have had to wait for an appointment at a UK Visa and Citizenship Application Services service point; and how that information has been publicised.
tabling member constituency	Liverpool, Wavertree
tabling member printed	Luciana Berger
uin	281737
answer	answer is ministerial correction date of answer 03/09/2019 answer text <p>Information about biometric enrolment timescales for UKVCAS customers is publicised to applicants as part of the online application process on GOV.UK.</p><p>If the applicant does not enrol biometrics within this period they are sent a reminder and are given a further period in which to enrol.</p><p>If the applicant does not enrol their biometrics within these timescales their application is deemed as invalid and could be rejected. Prior to any action to reject the application UKVI would check to confirm whether an appointment to enrol has been booked. UKVI would not reject an application because the applicant had to wait for an appointment</p> answering member constituency South Ribble answering member printed Seema Kennedy question first answered 03/09/2019 16:06:28 answering member 4455 label Biography information for Seema Kennedy
tabling member	4036 label Biography information for Luciana Berger

1140977

registered interest
date	22/07/2019
answering body	Home Office
answering dept id	1
answering dept short name	Home Office
answering dept sort name	Home Office
hansard heading	Visas: Applications
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Secretary of State for the Home Department, what representations he has received on the efficiency of the UK Visa and Citizenship Application Services online appointment booking system; and if he will make a statement.
tabling member constituency	Liverpool, Riverside
tabling member printed	Dame Louise Ellman
uin	280157
answer	answer is ministerial correction date of answer 31/07/2019 answer text <p>Sopra Steria Ltd (SSL) monitors the performance of the UKVCAS website and regularly reviews feedback from customers to ensure the website meets their needs and expectations.</p><p>So far, since service inception in November, the following improvements have been made to the online booking system:</p><p><br>- more detailed information in the FAQs section to help customers resolve problems <br>- improved visibility of appointments by expanding the number of locations that customers can view from four to eight. <br>- extended period for customers booking appointments from four to six weeks for core service points and from two to four weeks for enhanced service points.</p> answering member constituency South Ribble answering member printed Seema Kennedy grouped question UIN 280162 question first answered 31/07/2019 15:27:16 answering member 4455 label Biography information for Seema Kennedy
tabling member	484 label Biography information for Dame Louise Ellman

1141020

registered interest
date	22/07/2019
answering body	Home Office
answering dept id	1
answering dept short name	Home Office
answering dept sort name	Home Office
hansard heading	Visas: Applications
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Secretary of State for the Home Department, what plans he has to improve the UK Visa and Citizenship Application Services online appointment bookings system; and if he will make a statement.
tabling member constituency	Liverpool, Riverside
tabling member printed	Dame Louise Ellman
uin	280162
answer	answer is ministerial correction date of answer 31/07/2019 answer text <p>Sopra Steria Ltd (SSL) monitors the performance of the UKVCAS website and regularly reviews feedback from customers to ensure the website meets their needs and expectations.</p><p>So far, since service inception in November, the following improvements have been made to the online booking system:</p><p><br>- more detailed information in the FAQs section to help customers resolve problems <br>- improved visibility of appointments by expanding the number of locations that customers can view from four to eight. <br>- extended period for customers booking appointments from four to six weeks for core service points and from two to four weeks for enhanced service points.</p> answering member constituency South Ribble answering member printed Seema Kennedy grouped question UIN 280157 question first answered 31/07/2019 15:27:16 answering member 4455 label Biography information for Seema Kennedy
tabling member	484 label Biography information for Dame Louise Ellman

1132975

registered interest
date	18/06/2019
answering body	Home Office
answering dept id	1
answering dept short name	Home Office
answering dept sort name	Home Office
hansard heading	Visas: Applications
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Secretary of State for the Home Department, with reference to Sopra Steria’s delivery of the UK Visa and Citizenship Application Services (UKVCAS), what assessment he has made of the (a) availability of free appointments and length of waiting times for applicants, (b) affordability of paid appointments for applicants and (c) the affordability of the pay-per-minute UKVCAS helpline.
tabling member constituency	Manchester, Withington
tabling member printed	Jeff Smith
uin	266266
answer	answer is ministerial correction date of answer 21/06/2019 answer text <p>As part of their bid and delivery programme, Sopra Steria Limited (SSL) undertook market research to identify initial service locations and this included the impact on customer travel time, cost and accessibility.</p><p>There are currently six core sites across the UK at which application submission services are offered free of charge and beyond that, SSL offer a range of enhanced services in a further 52 locations. 62% of customers will, on average, have to travel less than 25 miles to visit a core service centre, with 78% travelling less than 50 miles.</p><p>UKVCAS offers customers the option to arrange an appointment at any of its core service points, located in Croydon, Cardiff, Birmingham, Manchester, Glasgow and Belfast. The UKVCAS core service points offer appointments up to 35 days in advance. Free appointments are available Monday to Friday between 10:00 and 16:00, any appointments outside these times, and those at enhanced service points, are subject to a charge. The charges for these services were based on the extensive customer research SSL completed as part of their bid. SSL will continue to review prices in light of customer insight and demand.</p><p>We are aware that customers are currently experiencing difficulties in securing free appointments and this is resulting in them having to wait longer for an appointment. New appointments are released by SSL on a daily basis and UKVI continue to work with SSL to increase the number of appointments available to its customers through opening new service points and increasing the number of appointments available at its existing service points experiencing high demand.</p><p>In relation to your concern around the cost of the UKVCAS support line, this is an added value service which is optional to customers who wish to find out more information about the application service. Customers who do not wish to avail of this chargeable service, may also contact SSL via their website, where they can choose from two options “make an enquiry” or “make a complaint”. Once a customer has booked an appointment, they will also be provided with a local rate 0330 number on their booking confirmation.</p> answering member constituency Romsey and Southampton North answering member printed Caroline Nokes question first answered 21/06/2019 11:32:44 answering member 4048 label Biography information for Caroline Nokes
tabling member	4456 label Biography information for Jeff Smith

1131344

registered interest
date	11/06/2019
answering body	Home Office
answering dept id	1
answering dept short name	Home Office
answering dept sort name	Home Office
hansard heading	Visas: Applications
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Secretary of State for the Home Department, what steps he is taking to ensure that the UK Visa and Citizenship Application Service centres and enhanced service points across the UK have sufficient capacity to handle the increase in demand that will result from the student surge period in September 2019.
tabling member constituency	Sheffield Central
tabling member printed	Paul Blomfield
uin	263147
answer	answer is ministerial correction date of answer 17/06/2019 answer text <p>UKVI officials meet with Sopra Steria Limited (SSL) on a regular basis to review performance and drive improvements to service standards. We are aware that there are issues with capacity at the moment which means customers might not always be able to book an appointment at their earliest convenience.</p><p>We are working with SSL as a matter of priority on a number of actions to increase the capacity at service points and we expect availability to increase shortly. These measures include; four additional enhanced service points in Sheffield, Leeds, Manchester and Edinburgh over the last month, increasing appointments offered to customers across a number of existing sites and reducing the cost of out of hours appointments.</p><p>Planning is underway with Sopra Steria and we are looking at a range of options to ensure that there is sufficient capacity within the service to meet demand during the student Autumn surge period.</p> answering member constituency Romsey and Southampton North answering member printed Caroline Nokes question first answered 17/06/2019 10:30:43 answering member 4048 label Biography information for Caroline Nokes
tabling member	4058 label Biography information for Paul Blomfield

1128512

registered interest
date	23/05/2019
answering body	Home Office
answering dept id	1
answering dept short name	Home Office
answering dept sort name	Home Office
hansard heading	Visas: Applications
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Secretary of State for the Home Department, what proportion of UK settlement visa applicants that paid for the priority service received a response within his Department's deadline.
tabling member constituency	Hackney South and Shoreditch
tabling member printed	Meg Hillier
uin	257700
answer	answer is ministerial correction date of answer 04/06/2019 answer text <p>Information on in country premium service applications for settlement visas and processing performance against service standards is published in the Migration Transparency data, table InC07, latest edition at <a href="https://www.gov.uk/government/publications/in-country-migration-data-may-2019." target="_blank">https://www.gov.uk/government/publications/in-country-migration-data-may-2019</a></p><p>Information on overseas premium service applications for settlement visas and processing performance against service standards are not published in the International Operations Transparency data, but the number of out of country settlement applications received and processed within service standards is published in table Visa_01, which can be found here <a href="https://www.gov.uk/government/publications/international-operations-transparency-data-may-2019" target="_blank">https://www.gov.uk/government/publications/international-operations-transparency-data-may-2019</a></p> answering member constituency Romsey and Southampton North answering member printed Caroline Nokes question first answered 04/06/2019 11:54:11 answering member 4048 label Biography information for Caroline Nokes
tabling member	1524 label Biography information for Dame Meg Hillier