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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

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