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<p>The target of appointments being offered for free was decided as part of a contract
change - a joint agreement with Sopra Steria Ltd on a metric that measured the number
of free appointments in the system which augments the Key Performance Indicator (KPI)
regime in place.</p><p>This metric is designed to ensure more than half of all appointments
at core sites (Cardiff, Croydon, Belfast, Birmingham, Glasgow and Manchester) will
be free to the customer. Details on the relevant performance indicators to measure
appointment availability has been published and can be found in Schedule 7 of the
UKVI Front End Services contract available here:</p><p><a href="https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.contractsfinder.service.gov.uk%2FNotice%2Fec5031ea-021e-471a-86cf-af540e8d8efa&data=04%7C01%7CPairavy.Santhakunesan%40homeoffice.gov.uk%7Cfe671e34c228467a4c1008d89ac4de4e%7Cf24d93ecb2914192a08af182245945c2%7C0%7C0%7C637429517619335945%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=i9RhDVYjvvGtEvOSasqjnyp2oVxjgDUsXovOHOnG%2Bmo%3D&reserved=0"
target="_blank">https://www.contractsfinder.service.gov.uk/Notice/ec5031ea-021e-471a-86cf-af540e8d8efa</a></p><p>
</p><p>The performance of Sopra Steria Ltd on KPI 3 for the period of Quarter 2 (July
– September 2020) is due to be published by the Cabinet Office as part of wider Government
transparency in early 2021:</p><p><a href="https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.gov.uk%2Fgovernment%2Fpublications%2Fkey-performance-indicators-kpis-for-governments-most-important-contracts&data=04%7C01%7CPairavy.Santhakunesan%40homeoffice.gov.uk%7Cfe671e34c228467a4c1008d89ac4de4e%7Cf24d93ecb2914192a08af182245945c2%7C0%7C0%7C637429517619345936%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=ubYWgNwgF1uqEAtQflF3PR6oBH3nJEt8EqkLk%2Fyfp1g%3D&reserved=0"
target="_blank">https://www.gov.uk/government/publications/key-performance-indicators-kpis-for-governments-most-important-contracts</a></p><p>
</p><p>Following the suspension of UKVCAS due to COVID-19 lockdown measures, SSL began
a phased reopening of the service in England on 1 June 2020 and from 22 June 2020
a phased reopening of sites in devolved administrations (Wales, Scotland and Northern
Ireland) where local conditions allowed. Both free and chargeable appointments were
provided from these dates to customers. Customers who had appointments scheduled as
of 27<sup>th</sup> March 2020 (when the service was suspended) were invited first
to book and attend a UKVCAS appointment. As a result of customers having an appointment
profile at the point of service suspension, customers’ existing appointment profiles
(free or chargeable) at the time of service suspension were honoured across all UKVCAS
sites.</p><p> </p><p>Appointment systems returned to pre-COVID-19 profiles at the
point of booking for customers on 22 June 2020. Customers who submitted their online
application to UKVI in June were invited to book a UKVCAS appointment from 21 July.</p><p>
</p><p>As set out in the answer to a previous question, UKVCAS service was suspended
in April and May 2020 due to COVID-19 lockdown measures. In June 2020 the total number
of appointments fulfilled across UKVCAS sites was 23,985 and of these 7,270 were paid
for appointments.</p>
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