1-4 of 4 results for subject:Email
Librarians' tools
- Search time
- 0.229 seconds
- Solr query time
- 0.003 seconds
- Search query
- subject:Email
- We searched for
- subject_t:Email OR subject_t:"Electronic mail" OR subject_t:Spam OR subject_ses:91099
Type
House
Session
Year
Department
Member
Primary member
More
Answering member
Legislative stage
Legislation
Subject
Publisher
To ask His Majesty's Government, further to the Written Answers by Lord Sharpe of Epsom on 21 September (HL2245, HL2247), what “operational commercial improvement opportunities” were identified; and when the 2020 review of previous charges will be published.
To ask His Majesty's Government, further to the Written Answers by Lord Sharpe of Epsom on 21 September (HL2245, HL2247), what “operational commercial improvement opportunities” were identified; and when the 2020 review of previous charges will be published.
Reducing the email and call fees improved the accessibility of our services, as well as our customers experience in contacting UKVI. The previous charges were viewed as relatively high and led to customer dissatisfaction. The change in fees coincided with the launch of the new points based system meaning call volumes increased and more customers would benefit from the fee reduction.
There are no plans to publish the review of previous charges.
To ask Her Majesty's Government, further to the Written Answer by Baroness Williams of Trafford on 26 July (HL1712), why the cost of an email enquiry via SITEL UK changed from £5.48 per email between March 2017 and April 2021, to £2.74 per email since May 2021.
To ask Her Majesty's Government, further to the Written Answer by Baroness Williams of Trafford on 26 July (HL1712), why the cost of an email enquiry via SITEL UK changed from £5.48 per email between March 2017 and April 2021, to £2.74 per email since May 2021.
From 5th October 2020 customers applying for visas from outside the UK who choose to make contact by e-mail will be charged £2.74 per e-mail. This includes the initial e-mail enquiry plus any follow-up e-mails to and from the contact centre relating to the same enquiry. E-mails are sent via a web message form on www.gov.uk.
Customers calling UKVI from outside the UK will be charged 69p per minute (plus their local network charge).
These charges were reduced by 50% against the previous charges (£1.37 per minute for calls and £5.48 per email enquiry).
The previous charges were reviewed in 2020. As part of that review, operational commercial improvement opportunities were identified, enabling the charges to be reduced.
The supplier of UKVI’s international email and telephony services and in country telephony services changed from Sitel, to Teleperformance during a handover period between 31st March 2021 and 28 April 2021.
To ask Her Majesty's Government how many British citizens have paid to send email enquiries via SITEL UK; and what is the cost to the applicant of sending such an email from within the UK.
To ask Her Majesty's Government how many British citizens have paid to send email enquiries via SITEL UK; and what is the cost to the applicant of sending such an email from within the UK.
SITEL UK delivered the UKVI overseas helpline services from March 2017 up until April 2021. Teleperformance now deliver this service on behalf of the Home Office.
Customers who are looking to apply or have applied for visas from outside the UK who choose to make contact by e-mail will be charged £2.74 per e-mail enquiry. This includes the initial e-mail enquiry plus any follow-up e-mails to and from the contact centre relating to the same enquiry. E-mails are sent via a web message form found on the Contact UKVI pages on Gov.uk.
The specific email form can be found here under the section ‘online’.
Customers applying for visas from within the UK are not charged to send an email.
We do not hold data on the nationality of people who have paid to send an email.
Why do not the Government run this inquiry service directly themselves instead of outsourcing it? Presumably the claimed difficulties over commercial confidentiality would then not arise over answering questions about the income arising from the charges made and the cost of providing the service. The reality is that the arrangements into which the Government have entered deny the public information and, conveniently for the Government, reduce their accountability.
Why do not the Government run this inquiry service directly themselves instead of outsourcing it? Presumably the claimed difficulties over commercial confidentiality would then not arise over answering questions about the income arising from the charges made and the cost of providing the service. The reality is that the arrangements into which the Government have entered deny the public information and, conveniently for the Government, reduce their accountability.
I do not agree. There is accountability for the service. UKVI set up clear quality standards to monitor the service offered. I hope that the noble Lord will be pleased to hear that 98% of the targets for quality, timeliness and responses to issues are met. I will give an indication of the number of cases that come in: the volume of calls to the contact centres exceeds 100,000 people making inquiries per month. That is an awful lot of people wanting to come to the UK who are prepared to pay for the service.