HM Revenue and Customs (HMRC) and SYNNEX-Concentrix have arrangements for regular and frequent communications including weekly and monthly meetings as well as other discussions on a day-to-day basis.<\/p>
<\/p>
Since the beginning of the contract between SYNNEX-Concentrix and HMRC in November 2014 to 11 September 2016, SYNNEX-Concentrix have considered around 667,000 cases of which around 103,000 cases have been amended<\/p>
<\/p>
The total savings in Annually Managed Expenditure were £2.3 million in 2014-15, £122.3 million in 2015-16 and £159.5 million in 2016-17 to mid- August 2016. The total to date is £284.1 million since commencement of the contract in November 14.<\/p>
<\/p>
SYNNEX-Concentrix has achieved the 75 day service level agreement throughout the contract period to date.<\/p>
<\/p>
Since the contract variation in October 2015 to the end of August 2016, there have been a) 13 Amber Green Failures, b) 9 Amber failures, c) 10 red failures and d) 13 Black Failures of Key Performance Indicators. During this same period there have been 1,410 checks of these indicators.<\/p>
<\/p>
Since the start of the contract, the average waiting time for SYNNEX-Concentrix to answer telephone calls has been 6 minutes and 53 seconds and the maximum waiting time for one individual was 1 hour 5 minutes and 34 seconds.<\/p>
<\/p>
Since the contract commenced in November 2014 to mid-August 2016, the average length of time taken between SYNNEX-Concentrix starting to work a mandatory reconsideration and SYNNEX-Concentrix making a decision is 23 days.<\/p>
<\/p>
These cases are not generally erroneous, but tend to arise when further information is provided by the claimant, allowing SYNNEX-Concentrix to review the case after the initial decision has been made.<\/p>
There are currently no tax credit Mandatory Reconsiderations being worked by SYNNEX-Concentrix that are over the target timescale. The table below provides the number of mandatory reconsiderations and appeals that have been received in each financial year since the commencement of the contract.<\/p>
<\/p>
Appeals<\/strong><\/p><\/td> Number Received<\/strong><\/p><\/td><\/tr> 2014/15<\/p><\/td> 2015/16<\/p><\/td> 2016/17 to Mandatory Reconsiderations<\/strong><\/p><\/td> Number Received<\/strong><\/p><\/td><\/tr> 2014/15<\/p><\/td> 2015/16<\/p><\/td> 2016/17 to <\/p> The total number of appeals received is about 0.08% of all decisions SYNNEX-Concentrix made in the same period. The total number of Mandatory Reconsiderations received is about 1.6% of all decisions SYNNEX-Concentrix made.<\/p> <\/p> Tax credits claimants are asked to provide information within 30 days when undergoing checks for error and fraud.<\/p> <\/p> The information about the estimate of the number of recipients of child tax credit and working tax credit whose payments have been erroneously stopped in each year from 2010 to date is not available in the form requested.<\/p> <\/p> However, if a claimant believes that an incorrect decision <\/p> Tax credits are often reinstated when information to support the claim is provided after the initial decision has been taken. Since November 2014 to mid-August 2016 the Contractor has amended 6,755 decisions following the receipt of a mandatory reconsideration. Since the start of the contract to mid-August 2016 the Authority has amended 280 decisions following consideration of customer appeals from a total of around 660,000 cases where SYNNEX-Concentrix has completed its checks.<\/p> <\/p> HMRC does not hold information on how many of these were reinstated following a cancellation and how many were adjusted following an amendment to an award.<\/p> <\/p> For reasons of commercial sensitivity, HMRC does not disclose its intent around either Clauses B5 or E6 of the contract. For similar reasons, HMRC does not publish the reports completed at the end of each Measurement Period at this time nor disclose the number and value of fines and penalties incurred by SYNNEX-Concentrix under its contract with HMRC.<\/p> <\/p>"}
, "answeringMember" : {"_about" : "http://data.parliament.uk/members/3918", "label" : {"_value" : "Biography information for Jane Ellison"}
}
, "answeringMemberConstituency" : {"_value" : "Battersea"}
, "answeringMemberPrinted" : {"_value" : "Jane Ellison"}
, "dateOfAnswer" : {"_value" : "2016-09-12", "_datatype" : "dateTime"}
, "isMinisterialCorrection" : {"_value" : "true", "_datatype" : "boolean"}
, "previousAnswerVersion" : {"_about" : "http://data.parliament.uk/resources/577442/answer/previousversion/11020", "answeringMember" : {"_about" : "http://data.parliament.uk/members/3918", "label" : {"_value" : "Biography information for Jane Ellison"}
}
, "answeringMemberConstituency" : {"_value" : "Battersea"}
, "answeringMemberPrinted" : {"_value" : "Jane Ellison"}
}
, "questionFirstAnswered" : [{"_value" : "2016-09-12T16:34:45.44Z", "_datatype" : "dateTime"}
], "questionFirstMinisteriallyCorrected" : [{"_value" : "2016-12-02T11:32:26.917Z", "_datatype" : "dateTime"}
]}
, "answeringDeptId" : {"_value" : "14"}
, "answeringDeptShortName" : {"_value" : "Treasury"}
, "answeringDeptSortName" : {"_value" : "CaTreasury"}
, "date" : {"_value" : "2016-09-07", "_datatype" : "dateTime"}
, "hansardHeading" : {"_value" : "Welfare Tax Credits"}
, "houseId" : {"_value" : "1"}
, "legislature" : [{"_about" : "http://data.parliament.uk/terms/25259", "prefLabel" : {"_value" : "House of Commons"}
}
], "questionText" : "To ask Mr Chancellor of the Exchequer, pursuant to the Answer of 7 September 2016 to Question 44669, how many tax credit (a) awards have been considered and (b) error or fraud cases have been identified and corrected since the beginning of the contract between SYNNEX Concentrix and HM Revenue and Customs.", "registeredInterest" : {"_value" : "false", "_datatype" : "boolean"}
, "tablingMember" : {"_about" : "http://data.parliament.uk/members/4473", "label" : {"_value" : "Biography information for Louise Haigh"}
}
, "tablingMemberConstituency" : {"_value" : "Sheffield, Heeley"}
, "tablingMemberPrinted" : [{"_value" : "Louise Haigh"}
], "uin" : "45573"}
, {"_about" : "http://data.parliament.uk/resources/573995", "AnsweringBody" : [{"_value" : "HM Treasury"}
], "answer" : {"_about" : "http://data.parliament.uk/resources/573995/answer", "answerText" : {"_value" : " HM Revenue and Customs (HMRC) and SYNNEX-Concentrix have arrangements for regular and frequent communications including weekly and monthly meetings as well as other discussions on a day-to-day basis.<\/p> <\/p> Since the beginning of the contract between SYNNEX-Concentrix and HMRC in November 2014 to 11 September 2016, SYNNEX-Concentrix have considered around 667,000 cases of which around 103,000 cases have been amended<\/p> <\/p> The total savings in Annually Managed Expenditure were £2.3 million in 2014-15, £122.3 million in 2015-16 and £159.5 million in 2016-17 to mid- August 2016. The total to date is £284.1 million since commencement of the contract in November 14.<\/p> <\/p> SYNNEX-Concentrix has achieved the 75 day service level agreement throughout the contract period to date.<\/p> <\/p> Since the contract variation in October 2015 to the end of August 2016, there have been a) 13 Amber Green Failures, b) 9 Amber failures, c) 10 red failures and d) 13 Black Failures of Key Performance Indicators. During this same period there have been 1,410 checks of these indicators.<\/p> <\/p> Since the start of the contract, the average waiting time for SYNNEX-Concentrix to answer telephone calls has been 6 minutes and 53 seconds and the maximum waiting time for one individual was 1 hour 5 minutes and 34 seconds.<\/p> <\/p> Since the contract commenced in November 2014 to mid-August 2016, the average length of time taken between SYNNEX-Concentrix starting to work a mandatory reconsideration and SYNNEX-Concentrix making a decision is 23 days.<\/p> <\/p> These cases are not generally erroneous, but tend to arise when further information is provided by the claimant, allowing SYNNEX-Concentrix to review the case after the initial decision has been made.<\/p> There are currently no tax credit Mandatory Reconsiderations being worked by SYNNEX-Concentrix that are over the target timescale. The table below provides the number of mandatory reconsiderations and appeals that have been received in each financial year since the commencement of the contract.<\/p> <\/p> Appeals<\/strong><\/p><\/td> Number Received<\/strong><\/p><\/td><\/tr> 2014/15<\/p><\/td> 2015/16<\/p><\/td> 2016/17 to Mandatory Reconsiderations<\/strong><\/p><\/td> Number Received<\/strong><\/p><\/td><\/tr> 2014/15<\/p><\/td> 2015/16<\/p><\/td> 2016/17 to <\/p> The total number of appeals received is about 0.08% of all decisions SYNNEX-Concentrix made in the same period. The total number of Mandatory Reconsiderations received is about 1.6% of all decisions SYNNEX-Concentrix made.<\/p> <\/p> Tax credits claimants are asked to provide information within 30 days when undergoing checks for error and fraud.<\/p> <\/p> The information about the estimate of the number of recipients of child tax credit and working tax credit whose payments have been erroneously stopped in each year from 2010 to date is not available in the form requested.<\/p> <\/p> However, if a claimant believes that an incorrect decision <\/p> Tax credits are often reinstated when information to support the claim is provided after the initial decision has been taken. Since November 2014 to mid-August 2016 the Contractor has amended 6,755 decisions following the receipt of a mandatory reconsideration. Since the start of the contract to mid-August 2016 the Authority has amended 280 decisions following consideration of customer appeals from a total of around 660,000 cases where SYNNEX-Concentrix has completed its checks.<\/p> <\/p> HMRC does not hold information on how many of these were reinstated following a cancellation and how many were adjusted following an amendment to an award.<\/p> <\/p> For reasons of commercial sensitivity, HMRC does not disclose its intent around either Clauses B5 or E6 of the contract. For similar reasons, HMRC does not publish the reports completed at the end of each Measurement Period at this time nor disclose the number and value of fines and penalties incurred by SYNNEX-Concentrix under its contract with HMRC.<\/p> <\/p>"}
, "answeringMember" : {"_about" : "http://data.parliament.uk/members/3918", "label" : {"_value" : "Biography information for Jane Ellison"}
}
, "answeringMemberConstituency" : {"_value" : "Battersea"}
, "answeringMemberPrinted" : {"_value" : "Jane Ellison"}
, "dateOfAnswer" : {"_value" : "2016-09-12", "_datatype" : "dateTime"}
, "isMinisterialCorrection" : {"_value" : "true", "_datatype" : "boolean"}
, "previousAnswerVersion" : {"_about" : "http://data.parliament.uk/resources/573995/answer/previousversion/10681", "answeringMember" : {"_about" : "http://data.parliament.uk/members/3918", "label" : {"_value" : "Biography information for Jane Ellison"}
}
, "answeringMemberConstituency" : {"_value" : "Battersea"}
, "answeringMemberPrinted" : {"_value" : "Jane Ellison"}
}
, "questionFirstAnswered" : [{"_value" : "2016-09-12T16:34:43.927Z", "_datatype" : "dateTime"}
], "questionFirstMinisteriallyCorrected" : [{"_value" : "2016-12-02T11:32:10.56Z", "_datatype" : "dateTime"}
]}
, "answeringDeptId" : {"_value" : "14"}
, "answeringDeptShortName" : {"_value" : "Treasury"}
, "answeringDeptSortName" : {"_value" : "CaTreasury"}
, "date" : {"_value" : "2016-09-02", "_datatype" : "dateTime"}
, "hansardHeading" : {"_value" : "Concentrix: Standards"}
, "houseId" : {"_value" : "1"}
, "legislature" : [{"_about" : "http://data.parliament.uk/terms/25259", "prefLabel" : {"_value" : "House of Commons"}
}
], "questionText" : "To ask Mr Chancellor of the Exchequer, what estimate he has made of the number of current tax credit cases that are not being dealt with within the target timescale agreed with Concentrix.", "registeredInterest" : {"_value" : "false", "_datatype" : "boolean"}
, "tablingMember" : {"_about" : "http://data.parliament.uk/members/4473", "label" : {"_value" : "Biography information for Louise Haigh"}
}
, "tablingMemberConstituency" : {"_value" : "Sheffield, Heeley"}
, "tablingMemberPrinted" : [{"_value" : "Louise Haigh"}
], "uin" : "44834"}
, {"_about" : "http://data.parliament.uk/resources/573996", "AnsweringBody" : [{"_value" : "HM Treasury"}
], "answer" : {"_about" : "http://data.parliament.uk/resources/573996/answer", "answerText" : {"_value" : " HM Revenue and Customs (HMRC) and SYNNEX-Concentrix have arrangements for regular and frequent communications including weekly and monthly meetings as well as other discussions on a day-to-day basis.<\/p> <\/p> Since the beginning of the contract between SYNNEX-Concentrix and HMRC in November 2014 to 11 September 2016, SYNNEX-Concentrix have considered around 667,000 cases of which around 103,000 cases have been amended<\/p> <\/p> The total savings in Annually Managed Expenditure were £2.3 million in 2014-15, £122.3 million in 2015-16 and £159.5 million in 2016-17 to mid- August 2016. The total to date is £284.1 million since commencement of the contract in November 14.<\/p> <\/p> SYNNEX-Concentrix has achieved the 75 day service level agreement throughout the contract period to date.<\/p> <\/p> Since the contract variation in October 2015 to the end of August 2016, there have been a) 13 Amber Green Failures, b) 9 Amber failures, c) 10 red failures and d) 13 Black Failures of Key Performance Indicators. During this same period there have been 1,410 checks of these indicators.<\/p> <\/p> Since the start of the contract, the average waiting time for SYNNEX-Concentrix to answer telephone calls has been 6 minutes and 53 seconds and the maximum waiting time for one individual was 1 hour 5 minutes and 34 seconds.<\/p> <\/p> Since the contract commenced in November 2014 to mid-August 2016, the average length of time taken between SYNNEX-Concentrix starting to work a mandatory reconsideration and SYNNEX-Concentrix making a decision is 23 days.<\/p> <\/p> These cases are not generally erroneous, but tend to arise when further information is provided by the claimant, allowing SYNNEX-Concentrix to review the case after the initial decision has been made.<\/p> There are currently no tax credit Mandatory Reconsiderations being worked by SYNNEX-Concentrix that are over the target timescale. The table below provides the number of mandatory reconsiderations and appeals that have been received in each financial year since the commencement of the contract.<\/p> <\/p> Appeals<\/strong><\/p><\/td> Number Received<\/strong><\/p><\/td><\/tr> 2014/15<\/p><\/td> 2015/16<\/p><\/td> 2016/17 to Mandatory Reconsiderations<\/strong><\/p><\/td> Number Received<\/strong><\/p><\/td><\/tr> 2014/15<\/p><\/td> 2015/16<\/p><\/td> 2016/17 to <\/p> The total number of appeals received is about 0.08% of all decisions SYNNEX-Concentrix made in the same period. The total number of Mandatory Reconsiderations received is about 1.6% of all decisions SYNNEX-Concentrix made.<\/p> <\/p> Tax credits claimants are asked to provide information within 30 days when undergoing checks for error and fraud.<\/p> <\/p> The information about the estimate of the number of recipients of child tax credit and working tax credit whose payments have been erroneously stopped in each year from 2010 to date is not available in the form requested.<\/p> <\/p> However, if a claimant believes that an incorrect decision <\/p> Tax credits are often reinstated when information to support the claim is provided after the initial decision has been taken. Since November 2014 to mid-August 2016 the Contractor has amended 6,755 decisions following the receipt of a mandatory reconsideration. Since the start of the contract to mid-August 2016 the Authority has amended 280 decisions following consideration of customer appeals from a total of around 660,000 cases where SYNNEX-Concentrix has completed its checks.<\/p> <\/p> HMRC does not hold information on how many of these were reinstated following a cancellation and how many were adjusted following an amendment to an award.<\/p> <\/p> For reasons of commercial sensitivity, HMRC does not disclose its intent around either Clauses B5 or E6 of the contract. For similar reasons, HMRC does not publish the reports completed at the end of each Measurement Period at this time nor disclose the number and value of fines and penalties incurred by SYNNEX-Concentrix under its contract with HMRC.<\/p> <\/p>"}
, "answeringMember" : {"_about" : "http://data.parliament.uk/members/3918", "label" : {"_value" : "Biography information for Jane Ellison"}
}
, "answeringMemberConstituency" : {"_value" : "Battersea"}
, "answeringMemberPrinted" : {"_value" : "Jane Ellison"}
, "dateOfAnswer" : {"_value" : "2016-09-12", "_datatype" : "dateTime"}
, "isMinisterialCorrection" : {"_value" : "true", "_datatype" : "boolean"}
, "previousAnswerVersion" : {"_about" : "http://data.parliament.uk/resources/573996/answer/previousversion/11017", "answeringMember" : {"_about" : "http://data.parliament.uk/members/3918", "label" : {"_value" : "Biography information for Jane Ellison"}
}
, "answeringMemberConstituency" : {"_value" : "Battersea"}
, "answeringMemberPrinted" : {"_value" : "Jane Ellison"}
}
, "questionFirstAnswered" : [{"_value" : "2016-09-12T16:34:45.147Z", "_datatype" : "dateTime"}
], "questionFirstMinisteriallyCorrected" : [{"_value" : "2016-12-02T11:31:05.067Z", "_datatype" : "dateTime"}
]}
, "answeringDeptId" : {"_value" : "14"}
, "answeringDeptShortName" : {"_value" : "Treasury"}
, "answeringDeptSortName" : {"_value" : "CaTreasury"}
, "date" : {"_value" : "2016-09-02", "_datatype" : "dateTime"}
, "hansardHeading" : {"_value" : "Concentrix: Telephone Services"}
, "houseId" : {"_value" : "1"}
, "legislature" : [{"_about" : "http://data.parliament.uk/terms/25259", "prefLabel" : {"_value" : "House of Commons"}
}
], "questionText" : "To ask Mr Chancellor of the Exchequer, what the (a) average and (b) maximum waiting time for telephone calls to be answered by Concentrix has been since the start of his Department's contract with that company.", "registeredInterest" : {"_value" : "false", "_datatype" : "boolean"}
, "tablingMember" : {"_about" : "http://data.parliament.uk/members/4473", "label" : {"_value" : "Biography information for Louise Haigh"}
}
, "tablingMemberConstituency" : {"_value" : "Sheffield, Heeley"}
, "tablingMemberPrinted" : [{"_value" : "Louise Haigh"}
], "uin" : "44829"}
, {"_about" : "http://data.parliament.uk/resources/573997", "AnsweringBody" : [{"_value" : "HM Treasury"}
], "answer" : {"_about" : "http://data.parliament.uk/resources/573997/answer", "answerText" : {"_value" : " HM Revenue and Customs (HMRC) and SYNNEX-Concentrix have arrangements for regular and frequent communications including weekly and monthly meetings as well as other discussions on a day-to-day basis.<\/p> <\/p> Since the beginning of the contract between SYNNEX-Concentrix and HMRC in November 2014 to 11 September 2016, SYNNEX-Concentrix have considered around 667,000 cases of which around 103,000 cases have been amended<\/p> <\/p> The total savings in Annually Managed Expenditure were £2.3 million in 2014-15, £122.3 million in 2015-16 and £159.5 million in 2016-17 to mid- August 2016. The total to date is £284.1 million since commencement of the contract in November 14.<\/p> <\/p> SYNNEX-Concentrix has achieved the 75 day service level agreement throughout the contract period to date.<\/p> <\/p> Since the contract variation in October 2015 to the end of August 2016, there have been a) 13 Amber Green Failures, b) 9 Amber failures, c) 10 red failures and d) 13 Black Failures of Key Performance Indicators. During this same period there have been 1,410 checks of these indicators.<\/p> <\/p> Since the start of the contract, the average waiting time for SYNNEX-Concentrix to answer telephone calls has been 6 minutes and 53 seconds and the maximum waiting time for one individual was 1 hour 5 minutes and 34 seconds.<\/p> <\/p> Since the contract commenced in November 2014 to mid-August 2016, the average length of time taken between SYNNEX-Concentrix starting to work a mandatory reconsideration and SYNNEX-Concentrix making a decision is 23 days.<\/p> <\/p> These cases are not generally erroneous, but tend to arise when further information is provided by the claimant, allowing SYNNEX-Concentrix to review the case after the initial decision has been made.<\/p> There are currently no tax credit Mandatory Reconsiderations being worked by SYNNEX-Concentrix that are over the target timescale. The table below provides the number of mandatory reconsiderations and appeals that have been received in each financial year since the commencement of the contract.<\/p> <\/p> Appeals<\/strong><\/p><\/td> Number Received<\/strong><\/p><\/td><\/tr> 2014/15<\/p><\/td> 2015/16<\/p><\/td> 2016/17 to Mandatory Reconsiderations<\/strong><\/p><\/td> Number Received<\/strong><\/p><\/td><\/tr> 2014/15<\/p><\/td> 2015/16<\/p><\/td> 2016/17 to <\/p> The total number of appeals received is about 0.08% of all decisions SYNNEX-Concentrix made in the same period. The total number of Mandatory Reconsiderations received is about 1.6% of all decisions SYNNEX-Concentrix made.<\/p> <\/p> Tax credits claimants are asked to provide information within 30 days when undergoing checks for error and fraud.<\/p> <\/p> The information about the estimate of the number of recipients of child tax credit and working tax credit whose payments have been erroneously stopped in each year from 2010 to date is not available in the form requested.<\/p> <\/p> However, if a claimant believes that an incorrect decision <\/p> Tax credits are often reinstated when information to support the claim is provided after the initial decision has been taken. Since November 2014 to mid-August 2016 the Contractor has amended 6,755 decisions following the receipt of a mandatory reconsideration. Since the start of the contract to mid-August 2016 the Authority has amended 280 decisions following consideration of customer appeals from a total of around 660,000 cases where SYNNEX-Concentrix has completed its checks.<\/p> <\/p> HMRC does not hold information on how many of these were reinstated following a cancellation and how many were adjusted following an amendment to an award.<\/p> <\/p> For reasons of commercial sensitivity, HMRC does not disclose its intent around either Clauses B5 or E6 of the contract. For similar reasons, HMRC does not publish the reports completed at the end of each Measurement Period at this time nor disclose the number and value of fines and penalties incurred by SYNNEX-Concentrix under its contract with HMRC.<\/p> <\/p>"}
, "answeringMember" : {"_about" : "http://data.parliament.uk/members/3918", "label" : {"_value" : "Biography information for Jane Ellison"}
}
, "answeringMemberConstituency" : {"_value" : "Battersea"}
, "answeringMemberPrinted" : {"_value" : "Jane Ellison"}
, "dateOfAnswer" : {"_value" : "2016-09-12", "_datatype" : "dateTime"}
, "isMinisterialCorrection" : {"_value" : "true", "_datatype" : "boolean"}
, "previousAnswerVersion" : {"_about" : "http://data.parliament.uk/resources/573997/answer/previousversion/11018", "answeringMember" : {"_about" : "http://data.parliament.uk/members/3918", "label" : {"_value" : "Biography information for Jane Ellison"}
}
, "answeringMemberConstituency" : {"_value" : "Battersea"}
, "answeringMemberPrinted" : {"_value" : "Jane Ellison"}
}
, "questionFirstAnswered" : [{"_value" : "2016-09-12T16:34:45.253Z", "_datatype" : "dateTime"}
], "questionFirstMinisteriallyCorrected" : [{"_value" : "2016-12-02T11:31:21.91Z", "_datatype" : "dateTime"}
]}
, "answeringDeptId" : {"_value" : "14"}
, "answeringDeptShortName" : {"_value" : "Treasury"}
, "answeringDeptSortName" : {"_value" : "CaTreasury"}
, "date" : {"_value" : "2016-09-02", "_datatype" : "dateTime"}
, "hansardHeading" : {"_value" : "Concentrix"}
, "houseId" : {"_value" : "1"}
, "legislature" : [{"_about" : "http://data.parliament.uk/terms/25259", "prefLabel" : {"_value" : "House of Commons"}
}
], "questionText" : "To ask Mr Chancellor of the Exchequer, whether he plans to exercise Clause B5 of his Department's contract with Concentrix and extend the length of that contract beyond its current expiry date.", "registeredInterest" : {"_value" : "false", "_datatype" : "boolean"}
, "tablingMember" : {"_about" : "http://data.parliament.uk/members/4473", "label" : {"_value" : "Biography information for Louise Haigh"}
}
, "tablingMemberConstituency" : {"_value" : "Sheffield, Heeley"}
, "tablingMemberPrinted" : [{"_value" : "Louise Haigh"}
], "uin" : "44830"}
, {"_about" : "http://data.parliament.uk/resources/573998", "AnsweringBody" : [{"_value" : "HM Treasury"}
], "answer" : {"_about" : "http://data.parliament.uk/resources/573998/answer", "answerText" : {"_value" : " HM Revenue and Customs (HMRC) and SYNNEX-Concentrix have arrangements for regular and frequent communications including weekly and monthly meetings as well as other discussions on a day-to-day basis.<\/p> <\/p> Since the beginning of the contract between SYNNEX-Concentrix and HMRC in November 2014 to 11 September 2016, SYNNEX-Concentrix have considered around 667,000 cases of which around 103,000 cases have been amended<\/p> <\/p> The total savings in Annually Managed Expenditure were £2.3 million in 2014-15, £122.3 million in 2015-16 and £159.5 million in 2016-17 to mid- August 2016. The total to date is £284.1 million since commencement of the contract in November 14.<\/p> <\/p> SYNNEX-Concentrix has achieved the 75 day service level agreement throughout the contract period to date.<\/p> <\/p> Since the contract variation in October 2015 to the end of August 2016, there have been a) 13 Amber Green Failures, b) 9 Amber failures, c) 10 red failures and d) 13 Black Failures of Key Performance Indicators. During this same period there have been 1,410 checks of these indicators.<\/p> <\/p> Since the start of the contract, the average waiting time for SYNNEX-Concentrix to answer telephone calls has been 6 minutes and 53 seconds and the maximum waiting time for one individual was 1 hour 5 minutes and 34 seconds.<\/p> <\/p> Since the contract commenced in November 2014 to mid-August 2016, the average length of time taken between SYNNEX-Concentrix starting to work a mandatory reconsideration and SYNNEX-Concentrix making a decision is 23 days.<\/p> <\/p> These cases are not generally erroneous, but tend to arise when further information is provided by the claimant, allowing SYNNEX-Concentrix to review the case after the initial decision has been made.<\/p> There are currently no tax credit Mandatory Reconsiderations being worked by SYNNEX-Concentrix that are over the target timescale. The table below provides the number of mandatory reconsiderations and appeals that have been received in each financial year since the commencement of the contract.<\/p> <\/p> Appeals<\/strong><\/p><\/td> Number Received<\/strong><\/p><\/td><\/tr> 2014/15<\/p><\/td> 2015/16<\/p><\/td> 2016/17 to |