Parliamentary Search

Written question asked by Lord Ashcroft (Conservative) on Tuesday, 6 January 2015, in the House of Lords. It was due for an answer on Tuesday, 20 January 2015. It was answered by Lord Freud (Conservative) on Monday, 12 January 2015 on behalf of the Department for Work and Pensions.

Social Security Benefits: Fraud

Question

To ask Her Majesty’s Government what assessment they have made of the quality of service and value-for-money provided by Capita in operating the National Benefit Fraud Hotline.

Answer

The National Benefit Fraud Hotline is one of 10 service lines delivered by Capita on behalf of DWP as part of the Network Services Directorate Call Off. There are multiple performance requirements within the contract to assure DWP that Capita are delivering a quality value for money service, the key ones being that Capita answer 90% of customer calls offered to them, and that they maintain a quality score of 89% for these calls against key quality criteria. These requirements are consistent with those in in-house DWP contact centres.

Capita are consistently achieving both of the above metrics with calls answered scores as high as 98% and quality scores as high as 97% in recent weeks.

DWP regularly audit the Capita quality team and undertake activities to ensure that scoring is in alignment with that of DWP.

Secondary information

Type
Written question
Reference
HL3894
Session
2014-15
Subjects
Cost effectiveness Fraud Social security benefits Standards Telephone services Capita
Contains statistics
Yes
Link
View this Written question on www.parliament.uk